Greetings, I'm fairly new to OTRS, so excuse the newbie questions and all, and please point me to some specific examples, if already out there. Our CEO has been impressed with our IT groups use of OTRS as a ticketing system for a couple of years now (OTRS 2.2.X). We use it pretty simply out of the box, without any real modification and fiddling (all agents and customers are internal so everybody authenticates from our LDAP/AD). He really likes that it has automated messages back to the customer letting them know of state changes, owner changes, etc... He'd like to go and implement this in regards to our service department. The catch is that they want to go and have special "States" that a ticket (service request) goes though, with notifications on each of those, and possibly auto triggers pushing the ticket along to the next state. For example, we'd have something like this: * Service Ticket Issued * Service Ticket Updated - Parts Shipment * Service Ticket Updated - Repair Scheduled * Service Ticket Updated - Repair Rescheduled * Service Ticket Completed - Parts Delivered * Service Ticket Completed - Repair Completed Now, I know that I can go and update states, via: http://doc.otrs.org/2.4/en/html/x1989.html And that's great and all, but going a bit beyond that, I'm perplexed. What I'd like to see is a "Order Parts" button or dropdown somewhere, which would then put the ticket into a "Parts Ordered" state, then a "Shipped Parts" which would put the ticket into a "Parts Shipped" state, etc.... I've set up a new system, loaded OTRS 2.4.5 on it, and am trying to see about that configuration. Any help or pointers in the right direction would be GREATLY appreciated. Thanks! Chris Johnson IT Manager Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134 Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: cjohnson@technogymusa.com | www.technogymusa.comhttp://www.technogymusa.com/ [cid:image99371d.jpg@ff2435cf.fa174be0] Please visit our website for information on our Wellness Solutions at http://www.technogymusa.comhttp://www.technogymusa.com/ Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company.
Chris Johnson wrote : [...]
The catch is that they want to go and have special “States” that a ticket (service request) goes though, with notifications on each of those, and possibly auto triggers pushing the ticket along to the next state. [...]
Hello Chris, you could use the GenericAgent for the automatic state changes and perhaps the new event based notification system for the additonal automatic customer notifications. Also look at ACLs to ensure that your agents don't break the desired workflow. Finally look at the developer manual to get an idea of the expandability of OTRS if you can't realize the wishes with the built-in functionality. Regards Alexander -- 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
Hi Chris,
Actually, this would not be too difficult to implement. With use of ACLs to
hide/show options depending of the status this can be reached. I would
advise you though to first try to draw the process and the status changes,
make sure it works OK for you and then try to implement it in OTRS.
((enjoy))
-
Michiel Beijen
R&D
OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Germany
T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
I: http://www.otrs.com/
Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial
register: 10751, Tax ID: 003 240
97505 Chairman of the Board: Burchard Steinbild, Managing Board: André
Mindermann (CEO), Martin Edenhofer
CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at
booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/7uyQfY
On Thu, Dec 10, 2009 at 11:11 PM, Chris Johnson
Greetings,
I’m fairly new to OTRS, so excuse the newbie questions and all, and please point me to some specific examples, if already out there.
Our CEO has been impressed with our IT groups use of OTRS as a ticketing system for a couple of years now (OTRS 2.2.X). We use it pretty simply out of the box, without any real modification and fiddling (all agents and customers are internal so everybody authenticates from our LDAP/AD). He really likes that it has automated messages back to the customer letting them know of state changes, owner changes, etc… He’d like to go and implement this in regards to our service department. The catch is that they want to go and have special “States” that a ticket (service request) goes though, with notifications on each of those, and possibly auto triggers pushing the ticket along to the next state. For example, we’d have something like this:
· Service Ticket Issued
· Service Ticket Updated - Parts Shipment
· Service Ticket Updated - Repair Scheduled
· Service Ticket Updated - Repair Rescheduled
· Service Ticket Completed - Parts Delivered
· Service Ticket Completed - Repair Completed
Now, I know that I can go and update states, via:
http://doc.otrs.org/2.4/en/html/x1989.html
And that’s great and all, but going a bit beyond that, I’m perplexed. What I’d like to see is a “Order Parts” button or dropdown somewhere, which would then put the ticket into a “Parts Ordered” state, then a “Shipped Parts” which would put the ticket into a “Parts Shipped” state, etc…. I’ve set up a new system, loaded OTRS 2.4.5 on it, and am trying to see about that configuration. Any help or pointers in the right direction would be GREATLY appreciated.
Thanks!
Chris Johnson IT Manager
Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134
Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: cjohnson@technogymusa.com | www.technogymusa.com
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Please visit our website for information on our Wellness Solutions at http://www.technogymusa.com
Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company.
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participants (3)
-
Alexander Halle -
Chris Johnson -
Michiel Beijen