Hi Mike,
OTRS offers a Feature Add-On called OTRS Ticket Forms
http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons...
I think this is exactly what you need.
((enjoy))
Carlos Rodríguez
On Jan 29, 2013, at 1:17 PM, "McMahon, Mike (HQP)"
All,
Is there a way with a bit of configuration/coding to setup the system so that certain fields are required in certain instances?
Let’s say that the average user is just going to send us an email to establish a ticket in the system, for whatever their reason may be (system down, issue trying to do a process…etc). HOWEVER occasionally we have the need for a more advanced user to come into the system and submit a ticket that is more of an enhancement request.
Our intake process already has a list of dynamic fields defined that are required to be entered by either the support agent or the customer; however, if an enhancement request comes in (Ticket Type Enhancement Request) an entirely different set of fields and values are required.
Is there a way to configure the system so that only certain fields are required in this instance? Or is there a better way to handle these requests in OTRS?
Best Regards, Mike
Mike McMahon | protiviti | Robert Half International | Software Engineer II | Direct: 925-913-2124 | Shoretel: x 82124
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