That's absolutely perfect! Followup question -- is it possible in that URL to specify the queue and owner? For example the queue might be "TestQueue"? And for owner, is it possible to have it default to being whoever the logged in agent is? So if I logged in as bmatthews, then I'm the default owner for all tickets I create? Thanks! On Mon, Mar 8, 2010 at 3:16 PM, Nils Leideck - ITSM

wrote:

Hi Bill,

you could even go further if your CTI Server is really providing the same Customer ID as used in OTRS. You CTI Client could call a URL like the following:

http://localhost/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&Ex...

This would directly result in a new Phone-Ticket window pre-filled with your Customer data - and the history of course :-)

And thanks for contacting OTRS.com ;-)

Nils Leideck

Thanks, I'm doing some reading on templates. Sounds like a nice feature, and we'll definitely experiment with that to help customize the theme. But is that required to set variables via the URL string? If we want to "set" the Queue or some custom field data (example freetext1) via CTI manipulating the URL, does that require a custom theme? Bill On Tue, Mar 9, 2010 at 2:48 AM, Nils Leideck - ITSM

wrote:

Hi,

this is all possible, yes. I recommend to look into the Template Files *.dtl in Kernel/Output/HTML/Standard/ There you can modify the transfer type from post to get, temporary, to see what variables are available, sorry, I do not have them all in mind :-)

You should also see:

http://doc.otrs.org/2.4/en/html/c2079.html

And take of only copy over the files you actually change. OTRS will automatically get the missing files from the Standard theme. This will make upgrading in a later stage much easier.

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project