Is there an easy way to associate a web form to a OTRS queue? I have created queues that require specific information each time they are requested and I would like the user to fill out a web form with the required information. Today they have to try to remember the format and use the standard text buffer provided. Thanks ... keep up the good work! Gary Davis GM PSIC Lab Manager Electronic Data Systems (586) 492-6561 Work http://www.eds.com
Hi Dev, I'm not sure if this is a bug or a feature request. When I use the agent search interface, the results seem to point at the first article associated with a ticket, and not the actual article that triggered the result. As a workaround, we click on print, then do a "find" on the print preview. I've looked through AgentUtilities.pm, but I'm having trouble detecting why exactly the first article is only referenced. Cheers, Tom
On Wed, 10 Nov 2004 14:59:54 -0500, Davis, Gary H
Is there an easy way to associate a web form to a OTRS queue? I have created queues that require specific information each time they are requested and I would like the user to fill out a web form with the required information. Today they have to try to remember the format and use the standard text buffer provided.
Create a web form. Parse the contents and construct and email using Net::SMTP. Stick something unique in the subject (on the backend) while constructing the mail. Send the mail to the helpdesk. Use an X-OTRS filter to look for the unique subject and route it to the appropriate queue. I use this method to route to three different queues. If you would like a more concrete example, let me know. Hth, Tyler Hepworth
participants (3)
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Davis, Gary H -
T. Kasikci -
Tyler Hepworth