Hello All, I am new to OTRS and am trying to get it to work for the Requirement that i am having. I have gone through the Developer's Manual (Chap-9), Admin Manul (Chap-14) and have a decent Understanding of what is it that is needed. I tried a few customization like Ignoring a few fields while displaying in the Output/HTML/<>/*.dtl, But i must say i had partial Success and not complete.
I am stating the requirement below, hoping that i can get a Fresh view on how to go about customizing OTRS to fit my need. 1. Only 1 Interface is needed (No concept of Customer or Public) 2. LDAP Authentication for Users with that particular Interface (Say AgentInterface) 3. I was able to get LDAP working with the help of another colleague 4. Now The default Screen that is popped up is AgentTicketQueue! this has Tickets that are assigned to the Agent. The requirement is rather to have a list of Tickets that have been raised and who is working on what, how much time is spent on each, what is the priority level etc... This should be shown in the First Screen the User sees 5. When User (Agent you call it) wants to Log a Ticket, he/she should be able to do that and have it Displayed to anyone who logs in after the ticket is created. 6. The Stats Screen to have a detailed Reports on How many issue came in, what was the Mean Time to Resolve, Escalation Details, etc.. Can you please share with me a detailed Howto? I have spent about 5 days on it and i do not have much time left to tinker the Kernel/Module Kernel/Output Directories. Please Help. Thanks, Jayasimha
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