Re: [otrs] otrs Digest, Vol 46, Issue 51

25 Jul 2012

      So could I add these fields to a form and then how would i present it to OTRS because I still want to keep OTRS as the call system.

Call Number: system assigned

Caller:
Name  (textbox)
Surname (textbox)
Tel : Home (textbox)
        Work (textbox)
        Cellphone (textbox)
Relationship – Personal 
Relationship  - 3rd party
Personal 
------------------------------------------------------------
Beneficiary:
Call Type (Telephonic, Walk-In, Written)
Name (textbox)
Surname (textbox)
ID Number (textbox)
Contact Number
Beneficiaries’ ID
Region
District
Local Office
Ward – linked to ICROP
Official / User / Capturer
Grant Type
Address : Number (textbox)
                 Street (textbox)
                 Suburb (textbox)
                 Town/District (textbox)
                 Province (textbox)
                 Code (textbox)
Status - Internal / External Call (dropdownbox)
Call Type – Internal Reconsideration Mechanism (dropdownbox)
Enquiry 
Complaint Info(text)
Home visit book-in (text)
ICROP
SRD

Solution- Action Taken (text)
Resolution date 

Knowledge base (text) optional

Call details
Date call logged – system default
Date call resolved – system default
...
...
...
From: 
To:
Date: 2012/07/25 01:59 PM
Subject: otrs Digest, Vol 46, Issue 51
Send otrs mailing list submissions to
otrs@otrs.org
To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs 
or, via email, send a message with subject or body 'help' to
otrs-request@otrs.org 

You can reach the person managing the list at
otrs-owner@otrs.org 

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."

Today's Topics:

   1. Re:  Creating my own ticket template from scratch. (Gerald Young)

----------------------------------------------------------------------

Message: 1
Date: Wed, 25 Jul 2012 07:51:45 -0400
From: Gerald Young 
Subject: Re: [otrs] Creating my own ticket template from scratch.
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="iso-8859-1"

Some fields can be disabled within SysConfig. See TicketPhone and/or
TicketEmail for those configuration (Agent and/or Customer). Any fields
Sysconfig doesn't address, you'll need to remove from the
Kernel/Output/Standard/(appropriatenamed).dtl

Note you *must* have a few fields, including but not exclusively customer
email address, subject, body. Other fields *might* fill in as defaults, but
if you remove something required, expect to see errors in Syslog.

To start with a black (blank) ticket page, present your own custom HTML
form that submits to your otrs email address. You don't need OTRS's forms
to submit via email.

On Wed, Jul 25, 2012 at 1:47 AM, Rob Lange  wrote:
...
I see all of the tickets are formed a certain way. I would like to
create a ticket with the following fields and thats all.
How do I start with a black ticket page.
I know how to add Dynamic fields already.
Rob
Kind Regards,
Rob Lange
Business Solutions Manager
Business Solutions Unit
ICT
*LEGAL DISCLAIMER AND CONFIDENTIALITY NOTICE*
This message may contain information which is confidential, private or
privileged in nature. If you are not the intended recipient, you may not
peruse, use, disseminate, distribute or copy this message or file which is
attached to this message. If you have received this message in error,
please immediately notify the sender by e-mail, facsimile or telephone and
thereafter return and/or destroy the original message.
Any views contained in this communication are those of the sender except
where the sender specifically states them to be those of South African
Social Security Agency (SASSA).
While every care has been taken in preparing this document, no
representation, warranty or undertaking (express or implied) is given and
no responsibility or liability is accepted by the South African Social
Security Agency as to the accuracy of the information contained herein,
that the mail is virus-free, or for any loss arising therefrom.
______________________________________________________________________
This outbound email has been scanned by the IS Mail Control service.
For more information please visit http://www.is.co.za 
______________________________________________________________________
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/ 
Archive: http://lists.otrs.org/pipermail/otrs 
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs