Re: [otrs] CTI Integration -> New Ticket & caller history

Hi, On 08.03.2010, at 21:48, Bill Matthews wrote:

Followup question -- is it possible in that URL to specify the queue and owner? For example the queue might be "TestQueue"?

And for owner, is it possible to have it default to being whoever the logged in agent is? So if I logged in as bmatthews, then I'm the default owner for all tickets I create?

Thanks!

On Mon, Mar 8, 2010 at 3:16 PM, Nils Leideck - ITSM wrote: Hi Bill,

you could even go further if your CTI Server is really providing the same Customer ID as used in OTRS. You CTI Client could call a URL like the following:

http://localhost/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&Ex...

This would directly result in a new Phone-Ticket window pre-filled with your Customer data - and the history of course :-)

this is all possible, yes. I recommend to look into the Template Files *.dtl in Kernel/Output/HTML/Standard/ There you can modify the transfer type from post to get, temporary, to see what variables are available, sorry, I do not have them all in mind :-) You should also see: http://doc.otrs.org/2.4/en/html/c2079.html And take of only copy over the files you actually change. OTRS will automatically get the missing files from the Standard theme. This will make upgrading in a later stage much easier. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project