Quick tickets / ticket templates
Hi, Many of our helpdesk issues are the same few requests repeated lots of times. A forgotten password, a full mailbox, a jammed printer and so on. Sometimes agents don't create tickets for these, because the work involved is greater than the solving of the actual problem. Is there a way to make templates or something like that for those kind of tickets? Predefined text where the agent only has to supply little (if any) information? Lars
Hi,
I would use standard answers with a predefined text.
Optionally you could also use attachments or the FAQ module. Then you i.e.
the ticket agents could point to the FAQ entries instead of writing
repetitive answers as text.
Jan
On Fri, Jan 7, 2011 at 8:34 AM, Lars Jørgensen
Hi,
Many of our helpdesk issues are the same few requests repeated lots of times. A forgotten password, a full mailbox, a jammed printer and so on. Sometimes agents don't create tickets for these, because the work involved is greater than the solving of the actual problem.
Is there a way to make templates or something like that for those kind of tickets? Predefined text where the agent only has to supply little (if any) information?
Lars
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Hi, I develop a ticket template package for OTRS 3.0.x in my free time as I have similar needs. But currently there are some minor layout issues and the body is not updated when RichText is in use... I can create some screenshots of the current implementation if you want. I'll publish the package GPL licensed when I fixed the issues... - Renée On 07.01.2011 08:34, Lars Jørgensen wrote:
Hi,
Many of our helpdesk issues are the same few requests repeated lots of times. A forgotten password, a full mailbox, a jammed printer and so on. Sometimes agents don't create tickets for these, because the work involved is greater than the solving of the actual problem.
Is there a way to make templates or something like that for those kind of tickets? Predefined text where the agent only has to supply little (if any) information?
Lars
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Hi Renée That's great. Looking forward to seeing the finished work. Lars From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Renée Bäcker Sent: Friday, January 07, 2011 9:36 AM To: otrs@otrs.org Subject: Re: [otrs] Quick tickets / ticket templates Hi, I develop a ticket template package for OTRS 3.0.x in my free time as I have similar needs. But currently there are some minor layout issues and the body is not updated when RichText is in use... I can create some screenshots of the current implementation if you want. I'll publish the package GPL licensed when I fixed the issues... - Renée On 07.01.2011 08:34, Lars Jørgensen wrote: Hi, Many of our helpdesk issues are the same few requests repeated lots of times. A forgotten password, a full mailbox, a jammed printer and so on. Sometimes agents don't create tickets for these, because the work involved is greater than the solving of the actual problem. Is there a way to make templates or something like that for those kind of tickets? Predefined text where the agent only has to supply little (if any) information? Lars --------------------------------------------------------------------- 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 -- Perl-Magazin: http://perl-magazin.de Perl-Nachrichten: http://perl-nachrichten.de
Hi Lars, On 07.01.2011 13:37, Lars Jørgensen wrote:
Hi Renée
That's great. Looking forward to seeing the finished work.
you can find some screenshots at http://renee-baecker.de/images/otrs_ticket_template/ . Currently the descriptions are in German, but when I release the package, I will blog about it in english, too.
Lars
- Renée -- Perl-Magazin: http://perl-magazin.de Perl-Nachrichten: http://perl-nachrichten.de
In the meantime :-) http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project On 07.01.2011, at 09:35, Renée Bäcker wrote:
Hi,
I develop a ticket template package for OTRS 3.0.x in my free time as I have similar needs. But currently there are some minor layout issues and the body is not updated when RichText is in use... I can create some screenshots of the current implementation if you want.
I'll publish the package GPL licensed when I fixed the issues...
- Renée
On 07.01.2011 08:34, Lars Jørgensen wrote:
Hi,
Many of our helpdesk issues are the same few requests repeated lots of times. A forgotten password, a full mailbox, a jammed printer and so on. Sometimes agents don't create tickets for these, because the work involved is greater than the solving of the actual problem.
Is there a way to make templates or something like that for those kind of tickets? Predefined text where the agent only has to supply little (if any) information?
Lars
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Hi Niels, Yikes, that is some hairy configuration I hope that I will never have to debug :-) But the idea is great, I hope templates make it into OTRS in a more human-configurable way some time. Lars From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck Sent: Friday, January 07, 2011 6:34 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Quick tickets / ticket templates In the meantime :-) http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ Cheers, Nils - Nils Leideck Senior Consultant
participants (4)
-
Jan Rüssel -
Lars Jørgensen -
Nils Leideck -
Renée Bäcker