
Is there any way to add the ticket type such as E-mail ticket or Phone in ticket in the dashboard? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

http://forums.otterhub.org/viewtopic.php?f=60&t=5156
You should be successful in obtaining any of the following information:
TicketNumber => '20101027000001',
TicketID => 123,
State => 'some state',
StateID => 123,
StateType => 'some state type',
Priority => 'some priority',
PriorityID => 123,
Lock => 'lock',
LockID => 123,
Queue => 'some queue',
QueueID => 123,
CustomerID => 'customer_id_123',
CustomerUserID => 'customer_user_id_123',
Owner => 'some_owner_login',
OwnerID => 123,
Type => 'some ticket type',
TypeID => 123,
SLA => 'some sla',
SLAID => 123,
Service => 'some service',
ServiceID => 123,
Responsible => 'some_responsible_login',
ResponsibleID => 123,
Age => 3456,
Created => '2010-10-27 20:15:00'
CreateTimeUnix => '1231414141',
Changed => '2010-10-27 20:15:15',
ArchiveFlag => 'y',
However, what you request is an *article* type which isn't here, so the
answer is "No", and not really practical.
What you *can* do is acknowledge that inbound email tickets arrive as "New"
while "Phone" tickets are created as "Open".
Or, if it is that important, you can manipulate States or Types or Queues
<-- to reflect this.
(OTRS considers a ticket to be a ticket, so the method of transport is
irrelevant once it's in the system).
"What's a Type?"
Usually: Default, Incident, Problem, Rfc.
Don't use Types where Queues are intended.
Queues are intended to answer the question:
"What [types of] agent(s) can handle this request?"
Services are intended to answer the question: "What needs fixing?"
On Wed, Feb 20, 2013 at 1:26 PM, Luchtman, Kurt
Is there any way to add the ticket type such as E-mail ticket or Phone in ticket in the dashboard?
Kurt
--------------------------------------------
Kurt Luchtman
NC FAST Desktop Support Manager
3724 National Drive #200
Raleigh NC 27612
919-707-4198
------------------------------
Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.
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participants (2)
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Gerald Young
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Luchtman, Kurt