Can Agent create a ticket ??

Moderator: crythias

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krzeminski
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Joined: 12 Jan 2011, 12:54
Znuny Version: 3.0.4

Can Agent create a ticket ??

Post by krzeminski »

Hi,
my otrs version is 3.0.4

My case is:
I have team of agents (users right) we are doing services for some clients(users right ) in raw queue..
I need to have possibility for agents to create a ticket to let say "internal queue" to be serve by admin. (agent with admin right) Of course client shouldn't see this tickets additional i don't care about right in "internal queue"

i found some walkaround:
1) make my clients from my agents with some client_id and group
2) use mail, phone ticket
but
1 - needs to login in customer interface
2 - ticket are create with open status witch is ok (i need that form other clients)

so
I wonder if it is possible for agent to create a "normal" ticket ??? (i mean normal in workflow, statistic way ...)
i hope i'm clear enough...
crythias
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Re: Can Agent create a ticket ??

Post by crythias »

What you're asking is in the Admin section, "Tickets" "Phone Ticket" (or Email Ticket).

Tickets in the admin section are created TO a Queue and FROM a customer.

Phone Tickets do not email notify the customer/client that the ticket was created (though it's in the customer's list in the web interface), while Email Tickets *do* notify upon creation.
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MPeres
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Joined: 26 Jul 2017, 15:27
Znuny Version: 5.0.22

Re: Can Agent create a ticket ??

Post by MPeres »

crythias wrote:What you're asking is in the Admin section, "Tickets" "Phone Ticket" (or Email Ticket).

Tickets in the admin section are created TO a Queue and FROM a customer.

Phone Tickets do not email notify the customer/client that the ticket was created (though it's in the customer's list in the web interface), while Email Tickets *do* notify upon creation.
My OTRS is 5.0.22 and I don't find this section, on my version change some thing ?
or you can be more specific ?
reneeb
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Re: Can Agent create a ticket ??

Post by reneeb »

The "Tickets" thing is a menu item in the top navigation bar. When you do not see this menu item, you should check the groups you belong to and the groups settings in the SysConfig for AgentTicketPhone and AgentTicketEmail.
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