So could I add these fields to a form and then how would i present it to OTRS
because I still want to keep OTRS as the call system.
Call Number: system assigned
Caller:
Name (textbox)
Surname (textbox)
Tel : Home (textbox)
Work (textbox)
Cellphone (textbox)
Relationship – Personal
Relationship - 3rd party
Personal
------------------------------------------------------------
Beneficiary:
Call Type (Telephonic, Walk-In, Written)
Name (textbox)
Surname (textbox)
ID Number (textbox)
Contact Number
Beneficiaries’ ID
Region
District
Local Office
Ward – linked to ICROP
Official / User / Capturer
Grant Type
Address : Number (textbox)
Street (textbox)
Suburb (textbox)
Town/District (textbox)
Province (textbox)
Code (textbox)
Status - Internal / External Call (dropdownbox)
Call Type – Internal Reconsideration Mechanism (dropdownbox)
Enquiry
Complaint Info(text)
Home visit book-in (text)
ICROP
SRD
Solution- Action Taken (text)
Resolution date
Knowledge base (text) optional
Call details
Date call logged – system default
Date call resolved – system default
>>>
From: <otrs-requ...@otrs.org>
To:<otrs@otrs.org>
Date: 2012/07/25 01:59 PM
Subject: otrs Digest, Vol 46, Issue 51
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Today's Topics:
1. Re: Creating my own ticket template from scratch. (Gerald Young)
----------------------------------------------------------------------
Message: 1
Date: Wed, 25 Jul 2012 07:51:45 -0400
From: Gerald Young <cryth...@gmail.com>
Subject: Re: [otrs] Creating my own ticket template from scratch.
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<cakk-ouj3uj7d3dtj4xykbxpxjwa9be2tj_oeqck0v9nh9aq...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
Some fields can be disabled within SysConfig. See TicketPhone and/or
TicketEmail for those configuration (Agent and/or Customer). Any fields
Sysconfig doesn't address, you'll need to remove from the
Kernel/Output/Standard/(appropriatenamed).dtl
Note you *must* have a few fields, including but not exclusively customer
email address, subject, body. Other fields *might* fill in as defaults, but
if you remove something required, expect to see errors in Syslog.
To start with a black (blank) ticket page, present your own custom HTML
form that submits to your otrs email address. You don't need OTRS's forms
to submit via email.
On Wed, Jul 25, 2012 at 1:47 AM, Rob Lange <r...@sassa.gov.za> wrote:
> I see all of the tickets are formed a certain way. I would like to
> create a ticket with the following fields and thats all.
> How do I start with a black ticket page.
>
> I know how to add Dynamic fields already.
>
>
> Rob
>
>
>
> Kind Regards,
>
> Rob Lange
> Business Solutions Manager
> Business Solutions Unit
> ICT
>
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