New subject: faster ticket-creation

19 Apr 2007

      Hi Alex,

I have just been given the green light to start designing the workflow
for our implementation and have the exact same need you do.  We will use
the system for staff at our 18 sites and have already integrated with
LDAP for authentication AND the customer data.

I was thinking of either

A. Creating some custom web forms that post a semi structured piece of
text (or maybe use the free fields).

B. Use our outlook forms (everyone has outlook 2003 and Exchange) and
again post a semi structured piece of text.

I am yet to find an example that I can then copy from.  I have almost no
Perl experience but can use PHP, Python and VB Script to various levels.

Does anyone have an example of either A or B?

Aaran

-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Alexander Scholler
Sent: Thursday, 19 April 2007 3:34 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] faster ticket-creation

Hi,

we want to be able to create ticket with standard-issues faster and with
higher data-quality (standarized informations provided in the ticket)
than in standard-OTRS.
Normally,
* the agent
  have to create a mail- or phone-ticket,
  must write down the issue as free text and must set
  - priority
  - queue
  - ...
* the customer
  - have to open a web-ticket
    - write down the issue as free text
    - set priority etc...
  - have to write a mail
    and the agent has to set queue, priority, etc...

Much work if you have to handle many tickets concerning some
standard-issues like
* data-restore-request
* mail-account-creation
* access-rights-modification
* ...

What is your suggestion how to optimize this?

Of course, you can achieve optimization in using special mail-adresses
for incoming mail-tickets and postmaster-filters to preset some values
(like queue, priority, ...)

But I think most potential would come out if you switch from free text
written by the customer to a form-based ticket-creation through the
customer.

E.g. if he request a data-restore, he has to provide
* the exact location of the files
* the date of the file that should be restored
* shall the present file be overriden or not
* ...?

How can these forms be achieved?
Not so easy with the customer-webgui?
It would be easier within the comanies intranet,
but then the data has to be send to otrs in a special mail-format (with
extensive usage of x-mailheaders for postmaster-filter, and the
intranet-form must also care for customer-authentification....

Is this the right way you would also suggest?

I would welcome spreading discussion on this issue.

Bye, Alex

p.s.
There has been some posting previously about using faq-articles as
ticket-creation-templates. Without thinking too much about this, I think
this can only be some kind of solution for the agent creating the
ticket. But if the customer shall create the ticket...
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RE: [otrs] faster ticket-creation

STENT, Aaran

Jeff Lansidel

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