Craig Meirick wrote:
our help desk recieves calls about many different problems all the time, but a lot of calls are routine things as well. Password resets, file relocation, various requests, etc. are routine jobs that we would like to automate as much as possible to be more efficient.
Does anybody have any suggestions to take care of these routine tasks in a more automatic way using OTRS?
As a retired RT user, I know exactly what you mean. We were using RT at a site and one of our developers created something he called flashlog. It acted as a wrapper around RT and inserted stuff directly into the database. I know from previous responses that OTRS is able to utilize SOAP for requests, so maybe something like this could be used to get the feature you're requesting? But I think you still have to design and implement this "wrapper" I'm talking about. Marius