
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

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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Take a look to this thread, you should do a switch like this one into the
.dtl file you want to change (AgentTicketEmailNew.dtl, or
CustomerTicketEmailNew.dtl, I guess).
http://forums.otterhub.org/viewtopic.php?f=60&t=8032
You can create, for example, a new Service in OTRS, and depending on the
incidence, your user has to choose between one of your services. Then,
depending on the selected Service, you can show or hide your fields and
dynamic fields like you want.
Hope it helps. You can make questions also in the forum. I can also help
you with that issues.
Rafa.
2013/1/29 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 | *prot**i**v**i**t**i* | Robert Half International | Software Engineer II | Direct: 925-913-2124 | Shoretel: x 82124****
** **
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-- Rafa Quiñonero Figuerola Tlf: 0151-61436385 rafakorp@gmail.com
participants (3)
-
Carlos Rodríguez
-
McMahon, Mike (HQP)
-
Rafa Quiñonero Figuerola