Extending AgentTicketCompose

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pmChris
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Extending AgentTicketCompose

Post by pmChris »

Hello,

We are investigating options to integrate our product in OTRS. The idea is that agents can view suggested answers to tickets in the compose screen. These suggested answers are retrieved from our server. However, we have not found a way to create OPM packages that extends the AgentTicketCompose page. We have seen examples of new separate pages and additional links in the ticket menu.

We would like to make use of packages as we intend to distribute the functionality to multiple customers. Is this technically possible, or do we have to ask our customers to overwrite their existing file with our version of AgentTicketCompose.tt?

Best regards,
Christopher
RStraub
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Re: Extending AgentTicketCompose

Post by RStraub »

Do you mean the dropdown one can select from when answering a ticket? The "templates" you can configure in the SysConfig?

Well you could create your own package (opm) which on installation then installs/configures those templates on your customers systems.
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jojo
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Re: Extending AgentTicketCompose

Post by jojo »

Why creating things which already exist in OTRS? So what would be the benefit of your system?
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pmChris
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Re: Extending AgentTicketCompose

Post by pmChris »

Thanks for your replies. I appreciate your help.

Our product suggests answers to tickets. The benefit is that agents, when viewing a ticket, are represented with the issues (e.g where is my delivery, how can I pay) and answers to those issues. Agents ultimately spend less time on tickets and common issues.

Populating the templates drop down with our answers is not feasible because every answer is tailored to a ticket.

Would it be possible to create a package that adds an entry in the drop down that after clicked inserts our suggested answer in the "Text" field? The suggested answer is received from our server.

Or is it possible to extend the AgentTicketCompose with a JavaScript file and distribute the change as a package?

Thanks.
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Re: Extending AgentTicketCompose

Post by alexus »

Hi Christopher,

Feel free to contact me. We can discuss your issue and help to create add-on.
Alexey Yusov

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pmChris
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Re: Extending AgentTicketCompose

Post by pmChris »

Thanks but we found a solution with the FilterElementPost function.
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