McCarroll, Robert wrote :
Our call center supports two separate phone lines, and the information required for a request on one line is radically different from the information required on the other line. It has also been determined that we would like to retain the option of processing e-mail requests. As such I wanted to know if there was a way to either add an additional ticket creation screen which would have it's own template, or to have the ticket type determine which fields appeared and were required on the primary ticket creation screen. I have thusfar been unable to find any information which indicates either is possible without an expert understanding of perl, but I may have been looking in the wrong places.
Hi Robert, instead of two ticket creation screens you could use a single one that includes all options and then block some of them for some agents via ACL depending on the user group. In that way agent group 1 would see a different screen than agent group 2. However if both screens are needed by one agent group this would only work if they use different logins for the different screens. Apart from that you could create a special web interface which acts as an additional ticket creation screen and posts its inputs to OTRS. AFAIK there's no built-in possibilty for two screens. I think you could create a new module by cloning the existing AgentTicketPhone but it could be difficult to properly divide them and to maintain it after OTRS updates. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de