Hi
We would like to be able to identify tickets initiated on an external chat system (teams / Slack etc) so I was looking to add to the Phone or Email ticket article types to include a Chat option.
I then discovered that this seems to already be implemented as a Communication Channel: CommunicationChannel###Chat
However I am unsure how to add this to the Communications menu module or get an icon on the top menu.
Any tips greatly appreciated.
Thanks!
Chat Communication Channel
Moderator: crythias
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Re: Chat Communication Channel
Hi,
You have to create your own channel for this. The existing chat channel is a left-over of the business solution. I recommend a custom one like "Slack" etc. So far there is no documentation on this. To accomplish this you have to develop it on your own or hire someone.
- Roy
You have to create your own channel for this. The existing chat channel is a left-over of the business solution. I recommend a custom one like "Slack" etc. So far there is no documentation on this. To accomplish this you have to develop it on your own or hire someone.
- Roy
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Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: Chat Communication Channel
Thanks for the reply Roy - that's the wrong answer though
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- Znuny wizard
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Re: Chat Communication Channel
Hi,
Another option is dropdown Dynamic Field. Just setup this DF i.e. with name Source and select values anywhere - AgentPhoneNew, TicketZoom actions.
Benefits of this solution - easy reporting by Source
Another option is dropdown Dynamic Field. Just setup this DF i.e. with name Source and select values anywhere - AgentPhoneNew, TicketZoom actions.
Benefits of this solution - easy reporting by Source
Alexey Yusov
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Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?