Good Afternoon,

We are in the process of implementing the OTRS (rev. 2.2.6) for our organization.  In our old helpdesk (variant of Bugzilla) we had URL’s like:

https://helpdesk.edu/help/enter_bug.cgi?product=QUEUENAME1

https://helpdesk.edu/help/enter_bug.cgi?product=QUEUENAME4

When a customer would click on a link like this, the new-ticket window for the correct queue would launch.  A customer could then enter the necessary ticket information without having to decide which queue to place the request in.

I’m trying to find a similar way to do this in OTRS.  We have discovered how to modify the drop-down list with only the necessary Queue names, but we’re trying to find a way to auto-select a queue based on the URL opened.

Is this something that can be done through the template system, and if so, pointers in the general direction would be wonderful.  Or will we need to actually code something to make this work?

Nathan Power

Technology Support Services