OTRS Telephone and Customer Template Tickets

[diginin]

Have Fun!

http://www.youtube.com/watch?v=1B8mZ9Ku_bA

[Giulio Soleni]

Great tutorial!
To complete the whole thing it would be really nice if the customer him/herself may compose and save a ticket template and then chose the template from a menu, instead of one single "ticket template" button.

Anyhow thank you very much for your hints!

[diginin]

Wow, so you want to not solve problems but have them repeat. That is job security How would the help you? Is there a real need for this? Thanks for taking the time to watch and comment.

[Giulio Soleni]

well... tickets are not opened for troubles only.

Just for example, I have defined a queue to open request for the management of users in our Active Directory and Exchange. Responsibles of our Business Units open tickets to require the deletion of a user when some employee gets out of our company or to add a user if there is a new recruit.
Other examples could be the requirements for new instances of Virtual Machines...

In general, you may think of each type of recurrent request that may be organized through a web form or checklist.

[crythias]

I'd recommend taking a look at this: http://forums.otrs.org/viewtopic.php?f=60&t=8032

[diginin]

well... tickets are not opened for troubles only.

Just for example, I have defined a queue to open request for the management of users in our Active Directory and Exchange. Responsibles of our Business Units open tickets to require the deletion of a user when some employee gets out of our company or to add a user if there is a new recruit.
Other examples could be the requirements for new instances of Virtual Machines...

In general, you may think of each type of recurrent request that may be organized through a web form or checklist.

Again, I can only add, I would never let a user dictate what they send my service representative as a request. We are talking more RfC then just a template to ask them to please not forget some information in their request. I used a set of php web forms to accomplish change management in my earlier company. The requests were sent via email and parsed into the correct part of OTRS.

None the less, there is a module for agents to do just that. http://opar.perl-services.de/bin/index. ... etTemplate, maybe you can contact the author about your idea.

[crythias]

A bit of help if you want to include a hyperlink in the body of a template (use single quotes):

Code: Select all

<a href='http://www.google.com/'>Google</a>

[steveosiris]

Great tutorial!
To complete the whole thing it would be really nice if the customer him/herself may compose and save a ticket template and then chose the template from a menu, instead of one single "ticket template" button.

Anyhow thank you very much for your hints!

I agree, the tutorial was really great, and helped me out a lot, as I have been trying to integrate the system with my VoIP Hardware, but it would be very nice if there was more control to create our own ticket templates in the process Other than that, I thought the tutorial was very helpful!

[schaffel]

Very nice Video tut.
But the problem we have in our company is that there is more than one customer company, and not everyone should be able to use every template.
In another thread there was the possibility to pre fill the tickets by URL. These links where located in the navigation bar, and it was possible to assign permission groups to them.
Is there a possibility to implement permissions for Ticket creation form?