For my effort, I created a javascript that fills in the
subject and body area of a new ticket with predefined
information. Only one of our groups needs this feature so
the display is dependent on the current agents group. The
feature includes a list of ticket topics on the right hand
side of the screen, and by clicking on one of them the
"new ticket" form is auto filled and the cursor focus is
in the text area form for adding additional information.
The subjects and text for the body are defined in the dtl
but it could just as easily be defined in the config.pm
file, or by creating a new pm that inserts the information
into the db. If you want the script, I can foward it to
you.
Mark Wallace
On Fri, 07 Apr 2006 15:22:09 +0200
Corne Beerse <[EMAIL PROTECTED]> wrote:
Christian Schoepplein wrote:
Hello,
On Thu, Apr 06, 2006 at 02:11:51PM +0200, Corne Beerse
wrote:
At this moment I'm configuring an evealuation setup for
OTRS. All goes verry well, thanks for all that have
created OTRS to what it is.
Thanks :).
There is however 1 item I cannot find in OTRS: Every
ticket should have a 'topic' with it: A "subject" like
item that is selected from a pre-created list of topics.
In the end, the usage is to create statistics over these
topics, just like the statistics over the queues.
That feature isn't implemented in OTRS yet. But maybe you
can use the free text fields and use them for your needs.
That's one of the things we are looking at. The major
problem is that it is to deep into the ticket to set the
value. Then, it is a free-text value, where we prefer a
pre-defined list of topics. At first idea, a sinlge topic
per ticked will do, on the other hand, I can imagine
problems that are related to 2 or more topics, hence that
should be possible.
The final reason for this 'topic' or 'keyword' (to
mention an other term) is to take staistics from it: What
topics give what number of calls.
One other (future) use can be a merge with the faq or
other knowledge base.
If not, we ofcourse can implement the topic feature for
you. Just write a message to
[EMAIL PROTECTED]
If otrs is to be our final solution, that is one of the
things.
Regards,
C. Beerse
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe:
http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
