Greetings,

 

I’m fairly new to OTRS, so excuse the newbie questions and all, and please point me to some specific examples, if already out there. 

 

Our CEO has been impressed with our IT groups use of OTRS as a ticketing system for a couple of years now (OTRS 2.2.X).  We use it pretty simply out of the box, without any real modification and fiddling (all agents and customers are internal so everybody authenticates from our LDAP/AD).  He really likes that it has automated messages back to the customer letting them know of state changes, owner changes, etc…  He’d like to go and implement this in regards to our service department.  The catch is that they want to go and have special “States” that a ticket (service request) goes though, with notifications on each of those, and possibly auto triggers pushing the ticket along to the next state.  For example, we’d have something like this:

 

·         Service Ticket Issued

·         Service Ticket Updated - Parts Shipment

·         Service Ticket Updated - Repair Scheduled

·         Service Ticket Updated - Repair Rescheduled

·         Service Ticket Completed - Parts Delivered

·         Service Ticket Completed - Repair Completed

 

Now, I know that I can go and update states, via:

 

http://doc.otrs.org/2.4/en/html/x1989.html

 

And that’s great and all, but going a bit beyond that, I’m perplexed.  What I’d like to see is a “Order Parts” button or dropdown somewhere, which would then put the ticket into a “Parts Ordered” state, then a “Shipped Parts” which would put the ticket into a “Parts Shipped” state, etc….  I’ve set up a new system, loaded OTRS 2.4.5 on it, and am trying to see about that configuration.  Any help or pointers in the right direction would be GREATLY appreciated.

 

Thanks!