Hi there - I am just new to the system - and after going through the demo, it looks pretty good! I have looked at many PHP specific help desks, and while they have the features I am looking for, the support is, shall we say, a bit lacking! So, after seeing that there is an active mailing list for this solution, I am very happy! :) Enough ego stroking. I took a peek at the documentation and the archives, and I could not find a quick answer to this, and no search feature for the archives. I am looking for a way to have a ticket created directly from my own web based form. With other ticketing solutions, I have had to post the form to an email, which was them imported as a ticket. The problem with that has been getting the proper email address for the customer into the ticket. Other solutions seem to take mail headers other than the "From:" header as the email address, and they automatically set statuses and such. I am looking for a way of getting more control over that process. I want to determine status by a subject selected by the customer, set priority by information entered into the form, etc. So, bottom line, is there any kind of API for creating a ticket from another form external to the OTRS system? Or even an architecture document for how a ticket is created (short of browsing the code, I am not so hot on perl, and frankly there is not time in the budget to figure out all of those details.) If someone could point me in the direction, I am sure that this is something that has at least been discussed before.. :) TIA! -- Cheers Mike Morton **************************************************** * * Tel: 905-465-1263 * Email: mike@webtraxx.com * ****************************************************
I use php/mysql to get the "target" email address based on a drop down
selection and a database relationship. Its possible with forms to make it so
that one form submits to many different queues that are routed by
destination email address.
On 6/30/06 9:41 AM, "Mike Morton"
Hi there - I am just new to the system - and after going through the demo, it looks pretty good! I have looked at many PHP specific help desks, and while they have the features I am looking for, the support is, shall we say, a bit lacking!
So, after seeing that there is an active mailing list for this solution, I am very happy! :)
Enough ego stroking. I took a peek at the documentation and the archives, and I could not find a quick answer to this, and no search feature for the archives. I am looking for a way to have a ticket created directly from my own web based form. With other ticketing solutions, I have had to post the form to an email, which was them imported as a ticket. The problem with that has been getting the proper email address for the customer into the ticket. Other solutions seem to take mail headers other than the "From:" header as the email address, and they automatically set statuses and such. I am looking for a way of getting more control over that process. I want to determine status by a subject selected by the customer, set priority by information entered into the form, etc.
So, bottom line, is there any kind of API for creating a ticket from another form external to the OTRS system? Or even an architecture document for how a ticket is created (short of browsing the code, I am not so hot on perl, and frankly there is not time in the budget to figure out all of those details.)
If someone could point me in the direction, I am sure that this is something that has at least been discussed before.. :)
TIA!
--
Hi,
my process for this is to get the webform to send to the general email
address and then run a generic agent every 10 minutes that looks for the
form's subject title which is a bit of boiler plate prepended to the users
own subject line. This then puts the web form submission in a queue for all
webform posts. They are then assigned as required.
This was a 5 minute job that can be improved on with either a unique email
address or doing a postmaster filter on headers.
hope this helps
"Mike Morton"
Hi there - I am just new to the system - and after going through the demo, it looks pretty good! I have looked at many PHP specific help desks, and while they have the features I am looking for, the support is, shall we say, a bit lacking!
So, after seeing that there is an active mailing list for this solution, I am very happy! :)
Enough ego stroking. I took a peek at the documentation and the archives, and I could not find a quick answer to this, and no search feature for the archives. I am looking for a way to have a ticket created directly from my own web based form. With other ticketing solutions, I have had to post the form to an email, which was them imported as a ticket. The problem with that has been getting the proper email address for the customer into the ticket. Other solutions seem to take mail headers other than the "From:" header as the email address, and they automatically set statuses and such. I am looking for a way of getting more control over that process. I want to determine status by a subject selected by the customer, set priority by information entered into the form, etc.
So, bottom line, is there any kind of API for creating a ticket from another form external to the OTRS system? Or even an architecture document for how a ticket is created (short of browsing the code, I am not so hot on perl, and frankly there is not time in the budget to figure out all of those details.)
If someone could point me in the direction, I am sure that this is something that has at least been discussed before.. :)
TIA!
-- Cheers
Mike Morton
**************************************************** * * Tel: 905-465-1263 * Email: mike@webtraxx.com * ****************************************************
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participants (3)
-
Andy Lubel -
Des Quinn -
Mike Morton