Hi Mike, OTRS offers a Feature Add-On called OTRS Ticket Forms http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-otrs-ticket-forms/#c39705
I think this is exactly what you need. ((enjoy)) Carlos Rodríguez On Jan 29, 2013, at 1:17 PM, "McMahon, Mike (HQP)" <[email protected]> wrote: > All, > > Is there a way with a bit of configuration/coding to setup the system so that > certain fields are required in certain instances? > > Let’s say that the average user is just going to send us an email to > establish a ticket in the system, for whatever their reason may be (system > down, issue trying to do a process…etc). HOWEVER occasionally we have the > need for a more advanced user to come into the system and submit a ticket > that is more of an enhancement request. > > Our intake process already has a list of dynamic fields defined that are > required to be entered by either the support agent or the customer; however, > if an enhancement request comes in (Ticket Type Enhancement Request) an > entirely different set of fields and values are required. > > Is there a way to configure the system so that only certain fields are > required in this instance? Or is there a better way to handle these requests > in OTRS? > > Best Regards, > Mike > > Mike McMahon | protiviti | Robert Half International | Software Engineer II | > Direct: 925-913-2124 | Shoretel: x 82124 > > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
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