http://forums.otterhub.org/viewtopic.php?f=60&t=5156

You should be successful in obtaining any of the following information:
        TicketNumber       => '20101027000001',
        TicketID           => 123,
        State              => 'some state',
        StateID            => 123,
        StateType          => 'some state type',
        Priority           => 'some priority',
        PriorityID         => 123,
        Lock               => 'lock',
        LockID             => 123,
        Queue              => 'some queue',
        QueueID            => 123,
        CustomerID         => 'customer_id_123',
        CustomerUserID     => 'customer_user_id_123',
        Owner              => 'some_owner_login',
        OwnerID            => 123,
        Type               => 'some ticket type',
        TypeID             => 123,
        SLA                => 'some sla',
        SLAID              => 123,
        Service            => 'some service',
        ServiceID          => 123,
        Responsible        => 'some_responsible_login',
        ResponsibleID      => 123,
        Age                => 3456,
        Created            => '2010-10-27 20:15:00'
        CreateTimeUnix     => '1231414141',
        Changed            => '2010-10-27 20:15:15',
        ArchiveFlag        => 'y',
However, what you request is an *article* type which isn't here, so the answer is "No", and not really practical.

What you *can* do is acknowledge that inbound email tickets arrive as "New" while "Phone" tickets are created as "Open".

Or, if it is that important, you can manipulate States or Types or Queues <-- to reflect this. 

(OTRS considers a ticket to be a ticket, so the method of transport is irrelevant once it's in the system).

"What's a Type?"
Usually: Default, Incident, Problem, Rfc. 

Don't use Types where Queues are intended. 
Queues are intended to answer the question: 
"What [types of] agent(s) can handle this request?"

Services are intended to answer the question: "What needs fixing?"



On Wed, Feb 20, 2013 at 1:26 PM, Luchtman, Kurt <kurt.luchtman@dhhs.nc.gov> wrote:

Is there any way to add the ticket type such as E-mail ticket or Phone in ticket in the dashboard?

 

Kurt

 

--------------------------------------------

Kurt Luchtman

NC FAST Desktop Support Manager

3724 National Drive #200

Raleigh NC 27612

919-707-4198

 



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