Hi all I am new to OTRS and need some assistance with setting up the "Ticket Type" function. I have activated the function in Core::Ticket::Type: but I am unable to specify the fields I want to display in the Ticket Type drop-down box. Requirements 1. Setup several ticket types (eg.New Installation, Faulty hardware, Faulty software...) 2. When a ticket is closed I want to force the agent to categorise the call using the "Ticket Type" Thanks in advance Thys
Thys Kitshoff wrote:
I am new to OTRS and need some assistance with setting up the "Ticket Type" function. I have activated the function in Core::Ticket::Type: but I am unable to specify the fields I want to display in the Ticket Type drop-down box.
Requirements 1. Setup several ticket types (eg.New Installation, Faulty hardware, Faulty software...) 2. When a ticket is closed I want to force the agent to categorise the call using the "Ticket Type"
I'd use (sub)queues for that. Nils Breunese.
Thys Kitshoff schrieb:
Hi all
I am new to OTRS and need some assistance with setting up the "Ticket Type" function. I have activated the function in Core::Ticket::Type: but I am unable to specify the fields I want to display in the Ticket Type drop-down box.
http://yourhost/otrs/index.pl?Action=AdminType use this Admin action to designate the types you want to use
Requirements 1. Setup several ticket types (eg.New Installation, Faulty hardware, Faulty software...) 2. When a ticket is closed I want to force the agent to categorise the call using the "Ticket Type" You cannot force the agents to select the type, but you can allow them to set the type
Ticket->Frontend::Agent::Ticket::ViewClose Ticket::Frontend::AgentTicketClose###TicketType: set to yes, then they can, but must not, set the ticket type.
Thanks in advance Thys
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Hi. All the tickets are basically the same: tickets. They don't change type. You need to put them in separate queues depending on what task they belong to. Create queues called "New Installation", "Hardware", "Software" and so on. Either move the tickets to the queues manually, or set up some kind of importing scheme to handle it automatically. One way is separate email addresses - e.g. mail sent to newinst@company.commailto:newinst@company.com will automatically create tickets in the "New Installation" queue. Mail sent to hardware@company.commailto:hardware@company.com will go to the "Hardware" queue and so on. You use PostMaster POP3 for this. Or you can have all mail sent to helpdesk@company.commailto:helpdesk@company.com and sort tickets into queues based on information in the subject line, headers or contant of the message. You use Postmaster Filter for this. Sorry for rambling, shared a bottle of wonderful wine for dinner :-) -- Lars ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thys Kitshoff Sent: Tuesday, March 04, 2008 4:02 PM To: otrs@otrs.org Subject: [otrs] Ticket Type setup Hi all I am new to OTRS and need some assistance with setting up the "Ticket Type" function. I have activated the function in Core::Ticket::Type: but I am unable to specify the fields I want to display in the Ticket Type drop-down box. Requirements 1. Setup several ticket types (eg.New Installation, Faulty hardware, Faulty software...) 2. When a ticket is closed I want to force the agent to categorise the call using the "Ticket Type" Thanks in advance Thys
participants (4)
-
Lars Jørgensen -
Nils Breunese (Lemonbit) -
Shawn Beasley -
Thys Kitshoff