McCarroll, Robert wrote :
Our call center supports two separate phone lines, and the information
required for a request on one line is radically different from the
information required on the other line. It has also been determined
that we would like to retain the option of processing e-mail requests.
As such I wanted to know if there was a way to either add an additional
ticket creation screen which would have it's own template, or to have
the ticket type determine which fields appeared and were required on the
primary ticket creation screen. I have thusfar been unable to find any
information which indicates either is possible without an expert
understanding of perl, but I may have been looking in the wrong places.
Hi Robert,
instead of two ticket creation screens you could use a single one that
includes all options and then block some of them for some agents via ACL
depending on the user group. In that way agent group 1 would see a
different screen than agent group 2.
However if both screens are needed by one agent group this would only
work if they use different logins for the different screens.
Apart from that you could create a special web interface which acts as
an additional ticket creation screen and posts its inputs to OTRS.
AFAIK there's no built-in possibilty for two screens. I think you could
create a new module by cloning the existing AgentTicketPhone but it
could be difficult to properly divide them and to maintain it after OTRS
updates.
Regards
Alexander
--
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Bergstr. 7 - 9, 42105 Wuppertal,
Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate
Tewaag
Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152
Web: http://www.radprax.de
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