Hi chaps, I'm using OTRS version 2.2.3 and configuring it to meet our needs. My main issue at the moment is regarding, what I would call, subfields. What I've done is to use TicketFreeText1 as 'TicketType' and then TicketFreeText2 as 'SubTicketType'. For example, for an IT helpdesk for a company, you might have TicketTypes 'Network Connectivity' and 'Printer Support'. Now, you would obviously want the SubTicketTypes to be dependant on what is selected for TicketType. Is there any way to get OTRS to filter what is show in the TicketFreeText2 input box dependant on whats in TicketFreeText1? Ideally I would also then like to add 'FaultType' that is dependant on 'SubTicketType' and 'SubFaultType', which is dependant on 'FaultType'. So: TicketType --> SubTicketType --> FaultType --> SubFaultType Many thanks in advance, Simon Adams Parallel - Third time winner of Network Professional of the Year ************************************************************************ ********* Privileged/Confidential Information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to such person), you may not copy or deliver this message to anyone. In such case, you should destroy this message and kindly notify the sender by reply email. Please advise immediately if you or your employer do not consent to Internet email for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of Parallel shall be understood as neither given nor endorsed by it. Unless agreed otherwise by way of a signed agreement, any business conducted by Parallel shall be subject to its Standard Terms and Conditions, which are available upon request. ************************************************************************ ********
At our company we use the queues to do this. You can create sub-queues as
well, and if you have agents that don't have skill/expertise in a particular
area, then they can deselect that queue as one of their 'My Queues' so that
they can focus on just the tickets that they can be of help on.
You can create multiple levels of subqueues, as you describe.
Josh Scott
Systems Support Manager
SourceDirect.com
On Nov 9, 2007 3:37 AM, Simon Adams
Hi chaps,
I'm using OTRS version 2.2.3 and configuring it to meet our needs. My main issue at the moment is regarding, what I would call, subfields. What I've done is to use TicketFreeText1 as 'TicketType' and then TicketFreeText2 as 'SubTicketType'. For example, for an IT helpdesk for a company, you might have TicketTypes 'Network Connectivity' and 'Printer Support'.
Now, you would obviously want the SubTicketTypes to be dependant on what is selected for TicketType. Is there any way to get OTRS to filter what is show in the TicketFreeText2 input box dependant on whats in TicketFreeText1? Ideally I would also then like to add 'FaultType' that is dependant on 'SubTicketType' and 'SubFaultType', which is dependant on 'FaultType'. So:
TicketType --> SubTicketType --> FaultType --> SubFaultType
Many thanks in advance,
*Simon Adams* *Parallel - Third time winner of Network Professional of the Year*
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Hi all. Obviously it is not possible to organize a direct interdependency between two Freefields. To cope with that one can choose to design a template (html/php/whatever) with the functionality requested and use it instead of the standard ticket template and/or the standard freefields template. Our company had one designed by otrs.com which serves exactly that purpose. I guess with some more resources in web technologies, it should be possible to do it by yourself. Greez, Daniel Obée Project Manager CS/Service Development Jamba! GmbH E-Mail: daniel.obee@jamba.net blocked::mailto:daniel.obee@jamba.net ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Joshua Scott Sent: Freitag, 9. November 2007 15:18 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Subfields in OTRS At our company we use the queues to do this. You can create sub-queues as well, and if you have agents that don't have skill/expertise in a particular area, then they can deselect that queue as one of their 'My Queues' so that they can focus on just the tickets that they can be of help on. You can create multiple levels of subqueues, as you describe. Josh Scott Systems Support Manager SourceDirect.com On Nov 9, 2007 3:37 AM, Simon Adams < simon.adams@parallelglobal.com mailto:simon.adams@parallelglobal.com > wrote: Hi chaps, I'm using OTRS version 2.2.3 and configuring it to meet our needs. My main issue at the moment is regarding, what I would call, subfields. What I've done is to use TicketFreeText1 as 'TicketType' and then TicketFreeText2 as 'SubTicketType'. For example, for an IT helpdesk for a company, you might have TicketTypes 'Network Connectivity' and 'Printer Support'. Now, you would obviously want the SubTicketTypes to be dependant on what is selected for TicketType. Is there any way to get OTRS to filter what is show in the TicketFreeText2 input box dependant on whats in TicketFreeText1? Ideally I would also then like to add 'FaultType' that is dependant on 'SubTicketType' and 'SubFaultType', which is dependant on 'FaultType'. So: TicketType --> SubTicketType --> FaultType --> SubFaultType Many thanks in advance, Simon Adams Parallel - Third time winner of Network Professional of the Year ********************************************************************************* Privileged/Confidential Information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to such person), you may not copy or deliver this message to anyone. In such case, you should destroy this message and kindly notify the sender by reply email. Please advise immediately if you or your employer do not consent to Internet email for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of Parallel shall be understood as neither given nor endorsed by it. Unless agreed otherwise by way of a signed agreement, any business conducted by Parallel shall be subject to its Standard Terms and Conditions, which are available upon request. ******************************************************************************** _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
participants (3)
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Joshua Scott -
Obee, Daniel -
Simon Adams