Hello there,

 

I am trying to reproduce others ticketing softwares functions and one is the predefined subject themes.

 

I am not talking about predefined answers but predefined subjects themes during the input of the ticket (on the agent side only). This helps for statistics

 

After reading, trying, tweaking and so on I did one thing that looks like that but that doesn’t satisfy me at 100%.

 

Here is what I did:

 

Creating freefields from the sysconfig menu, then ticket, core ticket free text

 

Then you can create a combo that allows you to choose the right topic but :

 

-          you can not do it during the initial input of the ticket (you have to go to freefields AFTER the ticket is saved)

-          having separate departments with their own queue, I have to show ALL predefined topics and not the ones related to the department in question (I did several drop list but it annoys me that the finance departments can look the topics of one other department for example)

 

I hope I am clear enough as english is not my mothertongue J

 

Thanks for any ideas (It is my fourth week with OTRS so I hope I am missing a “special” feature)

 

Greetings,

 

Philippe

 

Philippe Martignier

Communications Division

Customer Service Section

Email : Philippe.Martignier@wipo.int

Phone : 00 41 022 338 72 36

Building : GB I

Office : 2,4