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
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... _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
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