Re: [otrs] otrs Digest, Vol 46, Issue 51

Create and enable fields -- TicketFreeText <=3.0 or Dynamic 3.1+ and disable others within Sysconfig. On Wed, Jul 25, 2012 at 8:55 AM, Rob Lange wrote:

So could I add these fields to a form and then how would i present it to OTRS because I still want to keep OTRS as the call system.

Call Number: system assigned******

****

Caller:****

Name (textbox)****

Surname (textbox)****

Tel : Home (textbox)****

Work (textbox)****

Cellphone (textbox)****

Relationship – Personal ****

Relationship - 3rd party****

Personal ****

------------------------------------------------------------****

Beneficiary:****

Call Type (Telephonic, Walk-In, Written)****

Name (textbox)****

Surname (textbox)****

ID Number (textbox)****

Contact Number****

Beneficiaries’ ID****

Region****

District****

Local Office****

Ward – linked to ICROP****

Official / User / Capturer****

Grant Type****

Address : Number (textbox)****

Street (textbox)****

Suburb (textbox)****

Town/District (textbox)****

Province (textbox)****

Code (textbox)****

Status - Internal / External Call (dropdownbox)****

Call Type – Internal Reconsideration Mechanism (dropdownbox)****

Enquiry ****

Complaint Info(text)****

Home visit book-in (text)****

ICROP****

SRD****

** **

** **

Solution- Action Taken (text)****

Resolution date ****

** **

Knowledge base (text) optional****

** **

Call details****

Date call logged – system default****

Date call resolved – system default****

*From: * *To:* *Date: * 2012/07/25 01:59 PM *Subject: * otrs Digest, Vol 46, Issue 51Send otrs mailing list submissions to otrs@otrs.org

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Today's Topics:

1. Re: Creating my own ticket template from scratch. (Gerald Young)

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Message: 1 Date: Wed, 25 Jul 2012 07:51:45 -0400 From: Gerald Young Subject: Re: [otrs] Creating my own ticket template from scratch. To: "User questions and discussions about OTRS." Message-ID: Content-Type: text/plain; charset="iso-8859-1"

Some fields can be disabled within SysConfig. See TicketPhone and/or TicketEmail for those configuration (Agent and/or Customer). Any fields Sysconfig doesn't address, you'll need to remove from the Kernel/Output/Standard/(appropriatenamed).dtl

Note you *must* have a few fields, including but not exclusively customer email address, subject, body. Other fields *might* fill in as defaults, but if you remove something required, expect to see errors in Syslog.

To start with a black (blank) ticket page, present your own custom HTML form that submits to your otrs email address. You don't need OTRS's forms to submit via email.

On Wed, Jul 25, 2012 at 1:47 AM, Rob Lange wrote:

...

I see all of the tickets are formed a certain way. I would like to create a ticket with the following fields and thats all. How do I start with a black ticket page.

I know how to add Dynamic fields already.

Rob

Kind Regards,

Rob Lange Business Solutions Manager Business Solutions Unit ICT

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