OTRS subject field script It would be greatly appreciate if you can send me also that script. It will solve one of my major issues. Thanks.
-----Original Message----- From: Mark D. Wallace [mailto:[EMAIL PROTECTED] Sent: Friday, April 07, 2006 8:38 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Feature request: call topic 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/
