Hi Everyone,
First, congratulations to the OTRS team for producing such a fine
software package. It is very impressive and well designed.
Second, I'm new to OTRS so please forgive me if this has been asked
before. I searched the mail archives and google and RTFM but I'm unable
to find an answer.
My question is: Is there a way (or what is the best way) to auto
populate some fields (with dynamic variables) when creating a new email
or phone ticket?
Example. I'm creating a new phone ticket and I already know what the
values for freetext1 and freetext2 as well as the From and To fields.
Basically I have all the information except the actual "PhoneNewNote"
field, which I'll type in by hand.
I've tried various cgi combinations such as
http://www.someplace.com/otrs/index.pl?Action=AgentTicketPhone&Freetext1=some_value&Freetext2=some_value
but I am unable to get the fields to populate.
I've looked at AgentTicketPhone.pm to see if it is trying to read
anything from URL, but I do not see anything.
My goal is to ensure that OTRS tickets are synchronized with our
shopping cart software by auto-populating the order_number and
customer_number in the freetext fields rather than typing them by hand.
I'd also like to pre-assign a queue and other information depending on
the source of the ticket.
So, again, is there a way to do this? Or am I wasting my time?
Thank you in advance for any help you can give me.
Marty Tennison
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