Hi.
All the tickets are basically the same: tickets. They
don't change type. You need to put them in separate queues depending on what
task they belong to.
Create queues called "New Installation", "Hardware",
"Software" and so on. Either move the tickets to the queues manually, or set up
some kind of importing scheme to handle it automatically. One way is separate
email addresses - e.g. mail sent to newinst@company.com will
automatically create tickets in the "New Installation" queue. Mail sent to hardware@company.com will go to the
"Hardware" queue and so on. You use PostMaster POP3 for
this.
Or you can have all mail sent to helpdesk@company.com and sort tickets
into queues based on information in the subject line, headers or contant of the
message. You use Postmaster Filter for this.
Sorry for rambling, shared a bottle of wonderful wine
for dinner :-)
--
Lars
Hi all
I am new to OTRS and need some assistance with
setting up the "Ticket Type" function. I have activated the function in
Core::Ticket::Type: but I am unable to specify the fields I want to display in
the Ticket Type drop-down box.
Requirements
1. Setup several ticket
types (eg.New Installation, Faulty hardware, Faulty software...)
2. When a
ticket is closed I want to force the agent to categorise the call using the
"Ticket Type"
Thanks in advance
Thys