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nevil chandran | 26 Jun 2012 14:20

customize few things from new email ticket

Hi ,

I want to customize few things in new email ticket option .

1 . No need to customer option , we have only one customer and need to set this as a cusomer for all one queue tickets .. .

2 . and also dont want servrice , SLA , Owner , reposible ..

Help me to speed up tticket raising .

Regards,
Nevil

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Johannes Homuth | 26 Jun 2012 14:48

Re: customize few things from new email ticket

I guess than you will don't need a ticket system....

Am 26.06.2012 14:20, schrieb nevil chandran:

Hi ,

I want to customize few things in new email ticket option .

1 . No need to customer option , we have only one customer and need to set this as a cusomer for all one queue tickets .. .

2 . and also dont want servrice , SLA , Owner , reposible ..

Help me to speed up tticket raising .

Regards,
Nevil

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-- ------------------------------------------------------- SOURCEPARK GmbH B.Sc. Johannes Homuth Hohenzollerndamm 150 14199 Berlin Tel. : +49 (0) 30 / 39 80 68 30 Fax : +49 (0) 30 / 39 80 68 39 e-mail : johannes.homuth <at> sourcepark.de www : www.sourcepark.de ------------------------------------------------------ SOURCEPARK GmbH Sitz der Gesellschaft: Berlin / Amtsgericht Charlottenburg HRB 80254 Geschäftsführung: Matthias Barmeier, Harald Dürr ------------------------------------------------------ Wichtiger Hinweis: Die vorgenannten Angaben werden jeder E-Mail automatisch hinzugefügt und lassen keine Rückschlüsse auf den Rechtscharakter der E-Mail zu. Diese Email kann vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn sie nicht der richtige Adressat sind oder diese E-Mail irr- tümlich erhalten haben, informieren Sie bitte sofort diesen Absender und ver- nichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet.

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nevil chandran | 26 Jun 2012 14:55

Re: customize few things from new email ticket

Hi ,

thanks for your reply ....I still believe many of users may need that option what i told .. Nobody needs with single customer ???

Regards,
Nevil

2012/6/26 Johannes Homuth <johannes.homuth <at> sourcepark.de>

I guess than you will don't need a ticket system....

Am 26.06.2012 14:20, schrieb nevil chandran:

Hi ,

I want to customize few things in new email ticket option .

1 . No need to customer option , we have only one customer and need to set this as a cusomer for all one queue tickets .. .

2 . and also dont want servrice , SLA , Owner , reposible ..

Help me to speed up tticket raising .

Regards,
Nevil

--------------------------------------------------------------------- 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

-- ------------------------------------------------------- SOURCEPARK GmbH B.Sc. Johannes Homuth Hohenzollerndamm 150 14199 Berlin Tel. : +49 (0) 30 / 39 80 68 30 Fax : +49 (0) 30 / 39 80 68 39 e-mail : johannes.homuth <at> sourcepark.de www : www.sourcepark.de ------------------------------------------------------ SOURCEPARK GmbH Sitz der Gesellschaft: Berlin / Amtsgericht Charlottenburg HRB 80254 Geschäftsführung: Matthias Barmeier, Harald Dürr ------------------------------------------------------ Wichtiger Hinweis: Die vorgenannten Angaben werden jeder E-Mail automatisch hinzugefügt und lassen keine Rückschlüsse auf den Rechtscharakter der E-Mail zu. Diese Email kann vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn sie nicht der richtige Adressat sind oder diese E-Mail irr- tümlich erhalten haben, informieren Sie bitte sofort diesen Absender und ver- nichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet.

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Susan Dittmar | 26 Jun 2012 15:21

Re: customize few things from new email ticket

Quoting nevil chandran (nevilchandran <at> gmail.com):
> 2012/6/26 Johannes Homuth <johannes.homuth <at> sourcepark.de>
> >  I guess than you will don't need a ticket system....
>
> thanks for your reply ....I still believe many of users may need that
> option what i told .. Nobody needs with single customer ???

I cannot help you, Nevil, as we are not using the customer access at all.
But I disagree with Johannes. I can imagine quite some applications of otrs
with *only* agents active, either without any customer access (other than
for example mail), or even with only internal customers, where you do not
need the custom view. So whether otrs can help you with your workflow,
Nevil, depends on your application, not just on whether there's more than
one person using the customer access.

Just my thoughts,

	Susan

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Renée Bäcker | 26 Jun 2012 15:31

Re: customize few things from new email ticket

On 26.06.2012 15:21, Susan Dittmar wrote:
>
> I cannot help you, Nevil, as we are not using the customer access at all.
> But I disagree with Johannes. I can imagine quite some applications of otrs
> with *only* agents active, either without any customer access (other than
> for example mail), or even with only internal customers, where you do not
> need the custom view. So whether otrs can help you with your workflow,
> Nevil, depends on your application, not just on whether there's more than
> one person using the customer access.
>

It's not about the customer portal, but the "customer" field in the
ticket mask.

 <at> Nevil: So, you have one customer per queue? or is it one customer in
whole OTRS?

Then you need to configure what customer belongs to what queue (you can
do that with a new option in the SysConfig). Then you have to edit the
template for the (email?) ticket mask. This template is located in
<OTRS_HOME>/Kernel/Output/HTML/Standard/AgentTicketEmail.dtl . Just
delete the label and divs that belong to the field you do not need.

The last step is to edit <OTRS_HOME>/Kernel/Modules/AgentTicketEmail.pm.
Delete all checks if the customer is set. Right before the ticket is
created, you have to get the customer for the chose queue from SysConfig
and pass that value to TicketCreate.

For Fields that are not mandatory, you can just delete the fields in the
template and the checks in the module.

I would recommend to create an add-on for those changes. That makes your
life easier when it comes to upgrades of OTRS.

- Renée
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nevil chandran | 26 Jun 2012 15:46

Re: customize few things from new email ticket

Thanks Renee ..Thanks for understanding my requirement . i have differnet customers and i am panning to have with different queues .

On Tue, Jun 26, 2012 at 7:01 PM, Renée Bäcker <mailinglisten <at> renee-baecker.de> wrote:

On 26.06.2012 15:21, Susan Dittmar wrote:
>
> I cannot help you, Nevil, as we are not using the customer access at all.
> But I disagree with Johannes. I can imagine quite some applications of otrs
> with *only* agents active, either without any customer access (other than
> for example mail), or even with only internal customers, where you do not
> need the custom view. So whether otrs can help you with your workflow,
> Nevil, depends on your application, not just on whether there's more than
> one person using the customer access.
>

It's not about the customer portal, but the "customer" field in the
ticket mask.

<at> Nevil: So, you have one customer per queue? or is it one customer in
whole OTRS?

Then you need to configure what customer belongs to what queue (you can
do that with a new option in the SysConfig). Then you have to edit the
template for the (email?) ticket mask. This template is located in
<OTRS_HOME>/Kernel/Output/HTML/Standard/AgentTicketEmail.dtl . Just
delete the label and divs that belong to the field you do not need.

The last step is to edit <OTRS_HOME>/Kernel/Modules/AgentTicketEmail.pm.
Delete all checks if the customer is set. Right before the ticket is
created, you have to get the customer for the chose queue from SysConfig
and pass that value to TicketCreate.

For Fields that are not mandatory, you can just delete the fields in the
template and the checks in the module.

I would recommend to create an add-on for those changes. That makes your
life easier when it comes to upgrades of OTRS.

- Renée
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Gerald Young | 26 Jun 2012 17:35

Re: customize few things from new email ticket

Your queues shouldn't (in my opinion) be customer based. They should be agent or department based.

I realize that's a matter of contention, but if you configure OTRS for the types of requests and who will handle them, rather than who is asking, you'll find you won't have this type of question to ask.

Now, if you have certain agents handling certain customers, that's a different matter, and one where customer queues may make sense.

The reason I say this is that you don't need the customer to tell you or OTRS who they are by what queue they select. Change your search default to ask for CustomerID and free text.

I'm constantly using the search for a specific CustomerID. All the contacts for a given Company have the same CustomerID. I can report on that.

Again, this is my opinion, and i respect that you have a different view.

On Tue, Jun 26, 2012 at 9:46 AM, nevil chandran <nevilchandran <at> gmail.com> wrote:

Thanks Renee ..Thanks for understanding my requirement . i have differnet customers and i am panning to have with different queues .

On Tue, Jun 26, 2012 at 7:01 PM, Renée Bäcker <mailinglisten <at> renee-baecker.de> wrote:

On 26.06.2012 15:21, Susan Dittmar wrote:
>
> I cannot help you, Nevil, as we are not using the customer access at all.
> But I disagree with Johannes. I can imagine quite some applications of otrs
> with *only* agents active, either without any customer access (other than
> for example mail), or even with only internal customers, where you do not
> need the custom view. So whether otrs can help you with your workflow,
> Nevil, depends on your application, not just on whether there's more than
> one person using the customer access.
>

It's not about the customer portal, but the "customer" field in the
ticket mask.

<at> Nevil: So, you have one customer per queue? or is it one customer in
whole OTRS?

Then you need to configure what customer belongs to what queue (you can
do that with a new option in the SysConfig). Then you have to edit the
template for the (email?) ticket mask. This template is located in
<OTRS_HOME>/Kernel/Output/HTML/Standard/AgentTicketEmail.dtl . Just
delete the label and divs that belong to the field you do not need.

The last step is to edit <OTRS_HOME>/Kernel/Modules/AgentTicketEmail.pm.
Delete all checks if the customer is set. Right before the ticket is
created, you have to get the customer for the chose queue from SysConfig
and pass that value to TicketCreate.

For Fields that are not mandatory, you can just delete the fields in the
template and the checks in the module.

I would recommend to create an add-on for those changes. That makes your
life easier when it comes to upgrades of OTRS.

- Renée
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David Boyes | 26 Jun 2012 21:46

Re: customize few things from new email ticket

Sounds like you're better off writing a short script using the SOAP interface that takes what you need and supplies default values for all the other fields.

If you need so little function, you may be better off with a less capable tool like RT. if you disable all the features you describle, OTRS is pretty much useless.

On Jun 26, 2012, at 8:55, "nevil chandran" <nevilchandran <at> gmail.com> wrote:

Hi ,

thanks for your reply ....I still believe many of users may need that option what i told .. Nobody needs with single customer ???

Regards,
Nevil

2012/6/26 Johannes Homuth <johannes.homuth <at> sourcepark.de>

I guess than you will don't need a ticket system....

Am 26.06.2012 14:20, schrieb nevil chandran:

Hi ,

I want to customize few things in new email ticket option .

1 . No need to customer option , we have only one customer and need to set this as a cusomer for all one queue tickets .. .

2 . and also dont want servrice , SLA , Owner , reposible ..

Help me to speed up tticket raising .

Regards,
Nevil

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-- ------------------------------------------------------- SOURCEPARK GmbH B.Sc. Johannes Homuth Hohenzollerndamm 150 14199 Berlin Tel. : +49 (0) 30 / 39 80 68 30 Fax : +49 (0) 30 / 39 80 68 39 e-mail : johannes.homuth <at> sourcepark.de www : www.sourcepark.de ------------------------------------------------------ SOURCEPARK GmbH Sitz der Gesellschaft: Berlin / Amtsgericht Charlottenburg HRB 80254 Geschäftsführung: Matthias Barmeier, Harald Dürr ------------------------------------------------------ Wichtiger Hinweis: Die vorgenannten Angaben werden jeder E-Mail automatisch hinzugefügt und lassen keine Rückschlüsse auf den Rechtscharakter der E-Mail zu. Diese Email kann vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn sie nicht der richtige Adressat sind oder diese E-Mail irr- tümlich erhalten haben, informieren Sie bitte sofort diesen Absender und ver- nichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet.

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