Can a new ticket already have info in it?
When someone selects who a new ticket is going to (the customer) then can there automatically be information put in the body? Or a way of telling them on the new ticket page the criteria needed? Thank you, Adam Nielson
Hi Adam,
When someone selects who a new ticket is going to (the customer) then can there automatically be information put in the body? Or a way of telling them on the new ticket page the criteria needed?
Can yo describe your needs a little more exactly please? At which point are you assigning the Ticket to an owner? In the telephone ticket mask, you can type anything you want. Then I do not understand. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
Sorry, I should have better explained myself. We have the need to assign static IP reservations (for test; don't ask) :) Anyway, when the customer submits a new ticket to us, all they have is the to field (IP reservation) a subject, and the message body. Some users may not understand we need their mac address, the name of the project, etc. So, I need to either have that info automatically inserted into the body of a new IP reservation ticket FOR the customer OR an easy way of modifying the HTML to add more description. Basically, when they submit a new ticket its just a blank page with no description of the details we need.... I need a way of telling them what info I need in their ticket. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shawn Beasley Sent: Thursday, February 14, 2008 4:16 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Can a new ticket already have info in it? Hi Adam,
When someone selects who a new ticket is going to (the customer) then can there automatically be information put in the body? Or a way of telling them on the new ticket page the criteria needed?
Can yo describe your needs a little more exactly please? At which point are you assigning the Ticket to an owner? In the telephone ticket mask, you can type anything you want. Then I do not understand. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
Nielson, Adam wrote:
Sorry, I should have better explained myself.
We have the need to assign static IP reservations (for test; don't ask) :)
Anyway, when the customer submits a new ticket to us, all they have is the to field (IP reservation) a subject, and the message body.
Some users may not understand we need their mac address, the name of the project, etc.
So, I need to either have that info automatically inserted into the body of a new IP reservation ticket FOR the customer OR an easy way of modifying the HTML to add more description.
Basically, when they submit a new ticket its just a blank page with no description of the details we need.... I need a way of telling them what info I need in their ticket.
You could setup a mail form that posts the results to the address of the OTRS queue maybe? Nils Breunese.
Nils Breunese (Lemonbit) schrieb:
Nielson, Adam wrote:
Sorry, I should have better explained myself.
We have the need to assign static IP reservations (for test; don't ask) :)
Anyway, when the customer submits a new ticket to us, all they have is the to field (IP reservation) a subject, and the message body.
Some users may not understand we need their mac address, the name of the project, etc.
So, I need to either have that info automatically inserted into the body of a new IP reservation ticket FOR the customer OR an easy way of modifying the HTML to add more description.
Basically, when they submit a new ticket its just a blank page with no description of the details we need.... I need a way of telling them what info I need in their ticket.
You could setup a mail form that posts the results to the address of the OTRS queue maybe?
Alternatively, you can use free text fields in the customer user interface. You can make them mandatory by setting them with a 2 in the web configuration tool, then they will have to be filled out. As far as a description of how to get the information, you would have to modify the dtl files, but it is thinkable. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
How and where would I go about editing the customer user interface to have the free text fields? I appreciate the help!
Alternatively, you can use free text fields in the customer user interface. You can make them mandatory by setting >>them with a 2 in the web configuration tool, then they will have to be filled out. As far as a description of how >>to get the information, you would have to modify the dtl files, but it is thinkable.
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shawn Beasley Sent: Friday, February 15, 2008 1:50 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Can a new ticket already have info in it? Nils Breunese (Lemonbit) schrieb:
Nielson, Adam wrote:
Sorry, I should have better explained myself.
We have the need to assign static IP reservations (for test; don't ask) :)
Anyway, when the customer submits a new ticket to us, all they have is the to field (IP reservation) a subject, and the message body.
Some users may not understand we need their mac address, the name of the project, etc.
So, I need to either have that info automatically inserted into the body of a new IP reservation ticket FOR the customer OR an easy way of modifying the HTML to add more description.
Basically, when they submit a new ticket its just a blank page with no description of the details we need.... I need a way of telling them what info I need in their ticket.
You could setup a mail form that posts the results to the address of the OTRS queue maybe?
Alternatively, you can use free text fields in the customer user interface. You can make them mandatory by setting them with a 2 in the web configuration tool, then they will have to be filled out. As far as a description of how to get the information, you would have to modify the dtl files, but it is thinkable. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
I wanted to ask about the same thing too!
How can I create and use those freetext field
The documentation is very brief about this, it just describe the api,
which remains confusing!
I opened SysConfig, selected the ticket group, selected the subgrop
Core::Ticketfreetext.
In there I can see 16x4 entries for the freetext field
Whats are the key entries (ex: TicketFreeKey1) for? and what are the
text entries (ex: TicketFreeText1) for?
Any, I checked all entries for the for the first freetext field
Went to the phone-ticket screen, but no new fields were entered?
I went to the cutomer interface, nothing there too!!!
Is there another thing I should do outside or inside sysconfig to make
the new fields appear?
Or did I get completely wrong?
On Feb 19, 2008 7:50 PM, Nielson, Adam
How and where would I go about editing the customer user interface to have the free text fields? I appreciate the help!
Alternatively, you can use free text fields in the customer user interface. You can make them mandatory by setting >>them with a 2 in the web configuration tool, then they will have to be filled out. As far as a description of how >>to get the information, you would have to modify the dtl files, but it is thinkable.
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shawn Beasley
Sent: Friday, February 15, 2008 1:50 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Can a new ticket already have info in it?
Nils Breunese (Lemonbit) schrieb:
Nielson, Adam wrote:
Sorry, I should have better explained myself.
We have the need to assign static IP reservations (for test; don't ask) :)
Anyway, when the customer submits a new ticket to us, all they have is the to field (IP reservation) a subject, and the message body.
Some users may not understand we need their mac address, the name of the project, etc.
So, I need to either have that info automatically inserted into the body of a new IP reservation ticket FOR the customer OR an easy way of modifying the HTML to add more description.
Basically, when they submit a new ticket its just a blank page with no description of the details we need.... I need a way of telling them what info I need in their ticket.
You could setup a mail form that posts the results to the address of the OTRS queue maybe?
Alternatively, you can use free text fields in the customer user interface. You can make them mandatory by setting them with a 2 in the web configuration tool, then they will have to be filled out. As far as a description of how to get the information, you would have to modify the dtl files, but it is thinkable.
-- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!
Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521
Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system?
Any follow up on this? I am trying to make it so when a customer requests a new ticket, there is an additional line to ask for say a MAC address. I tried what Ali said, and ran into the same issues.
What are we doing wrong or missing?
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ali M.
Sent: Wednesday, February 20, 2008 2:10 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Can a new ticket already have info in it?
I wanted to ask about the same thing too!
How can I create and use those freetext field
The documentation is very brief about this, it just describe the api, which remains confusing!
I opened SysConfig, selected the ticket group, selected the subgrop Core::Ticketfreetext.
In there I can see 16x4 entries for the freetext field
Whats are the key entries (ex: TicketFreeKey1) for? and what are the text entries (ex: TicketFreeText1) for?
Any, I checked all entries for the for the first freetext field Went to the phone-ticket screen, but no new fields were entered?
I went to the cutomer interface, nothing there too!!!
Is there another thing I should do outside or inside sysconfig to make the new fields appear?
Or did I get completely wrong?
On Feb 19, 2008 7:50 PM, Nielson, Adam
How and where would I go about editing the customer user interface to have the free text fields? I appreciate the help!
Alternatively, you can use free text fields in the customer user interface. You can make them mandatory by setting >>them with a 2 in the web configuration tool, then they will have to be filled out. As far as a description of how >>to get the information, you would have to modify the dtl files, but it is thinkable.
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shawn Beasley
Sent: Friday, February 15, 2008 1:50 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Can a new ticket already have info in it?
Nils Breunese (Lemonbit) schrieb:
Nielson, Adam wrote:
Sorry, I should have better explained myself.
We have the need to assign static IP reservations (for test; don't ask) :)
Anyway, when the customer submits a new ticket to us, all they have is the to field (IP reservation) a subject, and the message body.
Some users may not understand we need their mac address, the name of the project, etc.
So, I need to either have that info automatically inserted into the body of a new IP reservation ticket FOR the customer OR an easy way of modifying the HTML to add more description.
Basically, when they submit a new ticket its just a blank page with no description of the details we need.... I need a way of telling them what info I need in their ticket.
You could setup a mail form that posts the results to the address of the OTRS queue maybe?
Alternatively, you can use free text fields in the customer user interface. You can make them mandatory by setting them with a 2 in the web configuration tool, then they will have to be filled out. As far as a description of how to get the information, you would have to modify the dtl files, but it is thinkable.
-- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!
Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521
Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system?
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =ttp://www.otrs.com/
Hey there.
Ticket Freefields always consist of a Freekey (defining what's in the field) and the Freetext (giving the actual content).
To use those, you first have to define them in the sysconfig at
Config Options: Ticket -> Core::TicketFreeText
Now they are reachable via the 'Freefield' Option in the Ticket Zoom.
So far, so good. To fill in the fields at creation of the ticket or when moving or such, you have to manipulate the Frontend::Agent::Ticket::Views. F. e. the Frontend::Agent::Ticket::ViewPhoneNew when you want your agents to collect the data while answering calls. Here you can define for each view if a certain Freefield is available or not.
For incoming mails there're two different approaches: PostmasterFilters (OTRS internal rules) or the X-OTRS header (externally collected by a web interface).
PostmasterFilters can apply different ticket attributes by given rules. F. e.: Sent contains @myreseller.com --> Freekey1 = 'CustomerType' Freetext1 = 'Reseller'. (Note that its obligatory to first define the FreefieldKey or the Freefield won't be filled.)
X-OTRS headers can add to an email automatically generated - such as from a web form designed for customer requests.
Note that external X-OTRS headers will be overwritten by the ones added by the PostmasterFilter!
Hope that helped...
Daniel
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nielson, Adam
Sent: Freitag, 22. Februar 2008 02:08
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Can a new ticket already have info in it?
Any follow up on this? I am trying to make it so when a customer requests a new ticket, there is an additional line to ask for say a MAC address. I tried what Ali said, and ran into the same issues.
What are we doing wrong or missing?
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ali M.
Sent: Wednesday, February 20, 2008 2:10 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Can a new ticket already have info in it?
I wanted to ask about the same thing too!
How can I create and use those freetext field
The documentation is very brief about this, it just describe the api, which remains confusing!
I opened SysConfig, selected the ticket group, selected the subgrop Core::Ticketfreetext.
In there I can see 16x4 entries for the freetext field
Whats are the key entries (ex: TicketFreeKey1) for? and what are the text entries (ex: TicketFreeText1) for?
Any, I checked all entries for the for the first freetext field Went to the phone-ticket screen, but no new fields were entered?
I went to the cutomer interface, nothing there too!!!
Is there another thing I should do outside or inside sysconfig to make the new fields appear?
Or did I get completely wrong?
On Feb 19, 2008 7:50 PM, Nielson, Adam
How and where would I go about editing the customer user interface to have the free text fields? I appreciate the help!
Alternatively, you can use free text fields in the customer user interface. You can make them mandatory by setting >>them with a 2 in the web configuration tool, then they will have to be filled out. As far as a description of how >>to get the information, you would have to modify the dtl files, but it is thinkable.
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shawn Beasley
Sent: Friday, February 15, 2008 1:50 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Can a new ticket already have info in it?
Nils Breunese (Lemonbit) schrieb:
Nielson, Adam wrote:
Sorry, I should have better explained myself.
We have the need to assign static IP reservations (for test; don't ask) :)
Anyway, when the customer submits a new ticket to us, all they have is the to field (IP reservation) a subject, and the message body.
Some users may not understand we need their mac address, the name of the project, etc.
So, I need to either have that info automatically inserted into the body of a new IP reservation ticket FOR the customer OR an easy way of modifying the HTML to add more description.
Basically, when they submit a new ticket its just a blank page with no description of the details we need.... I need a way of telling them what info I need in their ticket.
You could setup a mail form that posts the results to the address of the OTRS queue maybe?
Alternatively, you can use free text fields in the customer user interface. You can make them mandatory by setting them with a 2 in the web configuration tool, then they will have to be filled out. As far as a description of how to get the information, you would have to modify the dtl files, but it is thinkable.
-- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!
Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521
Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system?
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =ttp://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/
participants (5)
-
Ali M. -
Nielson, Adam -
Nils Breunese (Lemonbit) -
Obee, Daniel -
Shawn Beasley