Hello, I believe the best aproach you can have is the ticket template
setting in Sysconfig. You can create a questionnaire and put it in a
template, for specific, queue, service and SLA if you wish, then when the
agent or the customer choose the desired template.
You can get that with an extension package called KIX4OTRS, its a very good
package, not just for that but for other stuff.
http://www.cape-it.de/current-kix4otrs.html
Release notes:
http://www.cape-it.de/news-en/items/new-release-kix4otrs-42-for-otrs-31-avai...
Or you can get he addons from OTRS AG.
Regards
On Wed, Oct 17, 2012 at 7:32 AM,
Hi !
I want to use something like "check lists". That means, I want to have lists with questions , which should be answerd during the creation of the ticket, to make the processing of the ticket easier. That lists should be flexible and should change in depence of my choosen queue.
I hope, I could explain my wishes :-)
We use version 3.1.10. Any hint is welcome.
Best regards, Stefanie
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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net