Hello :-)
Thanks for replies.
AIUI, OTRS internal structure only supports tickets initiated by emails
or phone calls. Incoming emails is the main way to initialise tickets.
The TICKETS -> "New whatever" facility adds ticket initialisation by
agents sending emails and by customers phoning in. There is also an
option for ticket initialisation by agents phoning out but it is
disabled by default.
In full generality, tickets could be initiated by any information
passing mechanism. Likely ones include include FAX, meeting, SMS and
walk-in.
The chosen "solution" to make the user interface easier to understand
and to accommodate ticket initiation by FAX, meeting etc. with minimal
changes to OTRS:
Frontend::Module###AgentTicketPhone:
NavBar
Description: Create new ticket by creating phone note
Name: New phone (any not email) ticket
Frontend::Module###AgentTicketEmail
NavBar
Description: Create new ticket by sending email
Name: New ticket (send email)
Best
Charles
> From: "Robert Woodworth" <robe...@a10networks.com>
> Subject: Re: [otrs] New tickets -- only email or phone?
> To: "'User questions and discussions about OTRS.'" <otrs@otrs.org>
> Message-ID: <015901cc3815$ea21e3e0$be65aba0$@com>
> Content-Type: text/plain; charset="us-ascii"
>
> If someone walks up to me with something that needs a ticket, its almost
> indistinguishable from a phone call, so Id vote
>
> for using the new phone call when someone tags me in a meeting, a hall,
> breakroom or corners me in my cube (grin)
>
>
>
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
> Gerald Young
> Sent: Friday, July 01, 2011 7:05 AM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] New tickets -- only email or phone?
>
>
>
> :) I'm all about removing the choice myself. :) Using a phone ticket should
> be adequate for this purpose, don't you think?
>
> On Fri, Jul 1, 2011 at 9:31 AM, Charles <o...@catcons.co.uk> wrote:
>
> Hello :-)
>
> Sometimes tickets are initiated by a personal visit to our offices or in a
> meeting. The TICKETS drop down list includes "New email ticket" and New
> phone ticket". Can we extend the list?
>
> Best
>
> Charles
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