Is it possible to configure phone tickets so that you don't need to enter anything in the From field? I want to record support calls, so we can do some stats, but often it's not necessary to put user details in. In fact most times the user will not be setup in OTRS anyway. At the moment I have a user called "Phone", but I still need to type "phone" into the from field. Ideally I'd like a one-click button on the toolbar area. Since dashboard was created we have to click Ticket, Click Phone-Ticket, then enter "phone", select the To queue. Quite a few clicks while you are on the phone and trying to concentrate on the customer's explanation of a problem. What do other people do with logging support calls from non-OTRS customers? Kind Regards, Andrew Glossop
Glossop, Andrew wrote:
Ideally I'd like a one-click button on the toolbar area.
Hello Andrew, I think the so called quick tickets might help you. You can create buttons in the phone ticket mask, which will fill in defined default values. You can find this functionality as a comment block in AgentTicketPhone.dtl (first block, search for "Example Template" or see lines 116 - 127 in file version 1.50). I would be glad about feedback if you get it running and about what to consider, since I need this feature myself in the future. That's why I had this hint already available. Regards Alexander Halle -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
Thanks. I'll have a look. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Halle Sent: 27 August 2009 12:09 To: User questions and discussions about OTRS. Subject: Re: [otrs] Phone tickets Glossop, Andrew wrote:
Ideally I'd like a one-click button on the toolbar area.
Hello Andrew, I think the so called quick tickets might help you. You can create buttons in the phone ticket mask, which will fill in defined default values. You can find this functionality as a comment block in AgentTicketPhone.dtl (first block, search for "Example Template" or see lines 116 - 127 in file version 1.50). I would be glad about feedback if you get it running and about what to consider, since I need this feature myself in the future. That's why I had this hint already available. Regards Alexander Halle -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
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Alexander Halle -
Glossop, Andrew