Custom Ticket based on Department?

[quietas]

I've been looking for a ticketing system which is able to present the user with a choice of departments (IT, HR, Payroll, ...) and then based on that choice present them with a list of fields specific to the department they chose. Each would have different dropdowns to choose from and such.

Can OTRS do something like this? The documentation and demo were not clear.

[crythias]

Not without a significant amount of programming changes, no. In my case, I've set up my own front-end forms for specific departments and let my users go to the one that appeals to them. Obviously, if you have a form that adjusts to the department, that's acceptable as well. Anything that makes emails can be sent to and make new tickets with OTRS.

[fbobraga]

here I use the CustomerID to identify it, by mapping the LDAP field department to it - but it's only suitable to my case because there is only one Company involved: it's a tech support from our company - all "customers" are our employees

[aapink1209]

Dear fbobraga,

I noticed you do the same thing as us in linking the department from LDAP to customerid. We just recently did this change and now were finding a big issue with that.

There is a "open tickets" link in the new ticket screen or in other places that display the customer. It shows how many open tickets that customer has. Well because it looks at customerid, and many people can have the same customerid (department) it shows open tickets for everyone in that department which then makes it really difficult to see if that user already has an open ticket.

Have you found an issue with this?

[aapink1209]

Forgot to mention that the reason we mapped department to customerid is to set up the company feature which directly links to customerid.

[fbobraga]

(...) it shows open tickets for everyone in that department which then makes it really difficult to see if that user already has an open ticket.

Have you found an issue with this?

It (grouping tickets by department) is expected here

[jojo]

If you scroll down in the phone ticket after assigning the customer you'll find the Ticket List which might also help to find open tickets