Hello Michiel, Thanks for thinking with me along ... I have downloaded and installed the "General Catalog" and "ITSM "package. The main problem is that I can only create catalog classes and items in them. So it's only a 2 level deep structure. Questions: 1. How can I use these catalog classes/items in OTRS ??? 2. How should I compose my email header for this to use? - X-OTRS-ArticleKey(1|2|3) and X-OTRS-ArticleValue(1|2|3) ??? or - X-OTRS-TicketKey(1|2|...|8) and X-OTRS-TicketValue(1|2|...|8) Thanks for helping a beginner ... :) Krisz

I guess your idea is pretty good. But you might be best off to create separate fields for the category/subcategories and store them as free fields on the OTRS tickets. You might want to install the ITSM package and then use the GeneralCatalog function to store these values. Then you could make an assignment to different queues if needed, based on the category of the ticket. Or, since you are going to handle all tickets by one or two agents, maybe you won't even need separate queues and the ticket categorization might be enough.

Michiel

On Tue, Sep 8, 2009 at 6:14 PM, Kovacs Krisztian wrote:

...

Hi, dear list members!

I'm new to this list (and to the OTRS system :) ).

I'm  a beginner programmer at a company, and my first job to set up an OTRS  with  a front-end, like this (sorry, it's in hungarian, but it's not a problem): http://ugyfelkapu.hotdog.hu/

At  the  beginning,  OTRS  must  handle  users only from 1 domain (eg. foo.hu) (later from more domain): So as we see on the mentioned URL, there are predefined: - categories (1. textbox) (eg: registration, login, ...) - subcategories (2. textbox)  - under registration: eg: can't login, want to delete myself, ...  - under login: password, email address, ... - and sub-subcategories   :)

The tickets (aprrox. 100-200 email/day) will be handled by only 1 or two agents.

How should I set up the OTRS to include all categories in it? How many email address should I use? How  many  queues  should  I  use? As much as categories (and subs and subs-subs) are ????

The   original   idea   of   mine   was  that  the  frontend will pull these categories from the database of the OTRS ... :) But it seems too many queues ...

Thanks for your answers and your time !

Greets Krisztian