Hi,
thanks all the responders of "faster ticket-creation", especially Jeff
for his screenshot. I think some special form outside OTRS inside the
companies intranet is really a good way for standarized tickets on
special issues.
All responders told to create special mails out of the forms and treat
them with postmaster-filters within OTRS.
This is surely a good working solution.
I now think about a agent creating a ticket within the company-intranet.
It would be nice if after sending the form, he would be asked if he
wants to switch over to OTRS to directly work on the ticket.
So a online-communication between intranet-form-pages and OTRS is necessary.
As much as I know SOAP would be fine for this.
* creating online the ticket with SOAP
* receiving back the ticket-id
* e.g. providing a link directly to the new ticket
Is this the right approach - what do you think?
I know how to extend scripts/soap-example.pl to call the OTRS-API-functions.
But can anybody tell me which function exactly have to be called to
create a ticket? It's not just TicketCreate, e.g. the article has also
to be included etc...
What about error-detection/-handling on SOAP?
What if a ticket can be created, but in the following the article cannot
be added due to an error?
Bye, Alex
####################################
Hi,
We have 18 remote locations as well with 350+ users and have found that
using our Intranet - as long as the data network is working this is the
best way to go.
We use (A - see attachement) with a cgi/perl script parsing the data
from the form and then sending an email to support@xxxx.com and then the
filters in OTRS send the ticket to the specified queue based on content
in the "subject" line. We haven't programmed in any settings for
priority but that could easily be done.
Jeff
On 4/18/07, STENT, Aaran wrote:
Hi Alex,
I have just been given the green light to start designing the workflow
for our implementation and have the exact same need you do. We will use
the system for staff at our 18 sites and have already integrated with
LDAP for authentication AND the customer data.
I was thinking of either
A. Creating some custom web forms that post a semi structured piece of
text (or maybe use the free fields).
B. Use our outlook forms (everyone has outlook 2003 and Exchange) and
again post a semi structured piece of text.
I am yet to find an example that I can then copy from. I have almost no
Perl experience but can use PHP, Python and VB Script to various levels.
Does anyone have an example of either A or B?
Aaran
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Alexander Scholler
Sent: Thursday, 19 April 2007 3:34 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] faster ticket-creation
Hi,
we want to be able to create ticket with standard-issues faster and with
higher data-quality (standarized informations provided in the ticket)
than in standard-OTRS.
Normally,
* the agent
have to create a mail- or phone-ticket,
must write down the issue as free text and must set
- priority
- queue
- ...
* the customer
- have to open a web-ticket
- write down the issue as free text
- set priority etc...
- have to write a mail
and the agent has to set queue, priority, etc...
Much work if you have to handle many tickets concerning some
standard-issues like
* data-restore-request
* mail-account-creation
* access-rights-modification
* ...
What is your suggestion how to optimize this?
Of course, you can achieve optimization in using special mail-adresses
for incoming mail-tickets and postmaster-filters to preset some values
(like queue, priority, ...)
But I think most potential would come out if you switch from free text
written by the customer to a form-based ticket-creation through the
customer.
E.g. if he request a data-restore, he has to provide
* the exact location of the files
* the date of the file that should be restored
* shall the present file be overriden or not
* ...?
How can these forms be achieved?
Not so easy with the customer-webgui?
It would be easier within the comanies intranet,
but then the data has to be send to otrs in a special mail-format (with
extensive usage of x-mailheaders for postmaster-filter, and the
intranet-form must also care for customer-authentification....
Is this the right way you would also suggest?
I would welcome spreading discussion on this issue.
Bye, Alex
p.s.
There has been some posting previously about using faq-articles as
ticket-creation-templates. Without thinking too much about this, I think
this can only be some kind of solution for the agent creating the
ticket. But if the customer shall create the ticket...
