i found it out myself. there is a sort of “quickticket” option that can be integrated in the creation of a phone ticket or also in a email ticket. this has to be done directly in the template files: AgentTicketPhone.dtl or AgentTicketEmail.dtl. there is a section that is commented out and that can be edited like this:

<form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data">
<input type="hidden" name="Action" value="$Env{"Action"}">
<input type="hidden" name="Subaction" value="StoreNew">
<input type="hidden" name="FormID" value="$QData{"FormID"}">
<input type="hidden" name="ExpandCustomerName" value="2">
<input type="hidden" name="NextStateID" value="7">
<input type="hidden" name="TicketFreeKey1" value="Typ">
<input type="hidden" name="TicketFreeText1" value="Incident">
<input type="hidden" name="Dest" value="11||IT-Servicedesk">
<input type="hidden" name="Subject" value="Quickticket Incident">
<input type="hidden" name="Body" value="

Text to be added

">
<input class="button" type="submit" name="" value="Quickticket Incident">
</form>

regards,

patrick.

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Patrick Schiess
Gesendet: Mittwoch, 13. August 2008 14:29
An: 'User questions and discussions about OTRS.org'
Betreff: [otrs] templates for ticket creation

hi,

is there a possibility to create tickets which is predefined in a template? i am asking because we have a lot of similar problems coming in again and again. so it would be very nice if the agent could have the choice between some templates to create a phone ticket...

thanks a lot for your help.

regards,

patrick.