Reg differentiating tickets
Hello List, I'm new to OTRS. This is my question: If my company say 'X' has sold two products(P1, P2) to another company say 'Y'. Now if we are giving support to them and tickets are being raised how can I differentiate that a certain ticket belongs to one product not the other. Say if a ticket has been associated with the problem of login authentication. How can I differentiate whether the ticket belongs to P1 or P2 .since both have the same customer name Y
You can use dynamic fields for that (https://otrs.github.io/doc/manual/admin/stable/en/html/dynamicfields.html#dy...). This should be a dropdown with all the products you sell. Then you have to activate for several views via SysConfig: * ViewEmailNew * ViewPhoneNew * ViewFreeFields * ViewZoom That way you get a dropdown with your products in the ticket creation forms to select the product. If you have chosen one of the products, you'll see it in the ticket view (zoom) in the ticket information widget on the right side. To change it, go to the "free fields" ticket menu... Kind regards, Renee Am 25.08.2016 um 08:22 schrieb Paul Joseph Betha:
Hello List,
I'm new to OTRS. This is my question:
If my company say 'X' has sold two products(P1, P2) to another company say 'Y'. Now if we are giving support to them and tickets are being raised how can I differentiate that a certain ticket belongs to one product not the other.
Say if a ticket has been associated with the problem of login authentication. How can I differentiate whether the ticket belongs to P1 or P2 .since both have the same customer name Y
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Hello, I would say that's what Service Catalog is for. You asociate a Service ordenar more to each of your products. Regards Alvaro El jueves, 25 de agosto de 2016, Paul Joseph Betha < paul.joseph@velankani.com> escribió:
Hello List,
I’m new to OTRS. This is my question:
If my company say ‘X’ has sold two products(P1, P2) to another company say ‘Y’. Now if we are giving support to them and tickets are being raised how can I differentiate that a certain ticket belongs to one product not the other.
Say if a ticket has been associated with the problem of login authentication. How can I differentiate whether the ticket belongs to P1 or P2 …since both have the same customer name Y
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participants (3)
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Alvaro Cordero -
Paul Joseph Betha -
Renee B