Nils Breunese (Lemonbit) schrieb:
Nielson, Adam wrote:
Sorry, I should have better explained myself.
We have the need to assign static IP reservations (for test; don't ask) :)
Anyway, when the customer submits a new ticket to us, all they have is the to field (IP reservation) a subject, and the message body.
Some users may not understand we need their mac address, the name of the project, etc.
So, I need to either have that info automatically inserted into the body of a new IP reservation ticket FOR the customer OR an easy way of modifying the HTML to add more description.
Basically, when they submit a new ticket its just a blank page with no description of the details we need.... I need a way of telling them what info I need in their ticket.
You could setup a mail form that posts the results to the address of the OTRS queue maybe?
Alternatively, you can use free text fields in the customer user interface. You can make them mandatory by setting them with a 2 in the web configuration tool, then they will have to be filled out. As far as a description of how to get the information, you would have to modify the dtl files, but it is thinkable. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann