Create Ticket of a Unauthorized Customer

[jampal]

I am a new user of OTRS so I apologize if this question has been answered somewhere.
Is there a way to allow the user if they are not logged on to the OTRS system to create a ticket (email based - We will provide a screen where they enter their Email address/subject and text)?

What we really want is to allow for 2 mechanisms.
1. The customer performs a login and creates/tracks cases.
2. Potential new customers (no login credentials) have questions which they want to ask the OTRS system. The agent will respond to the case via email and close the case. We want to do this without having to create an account - cause our accounts will be our actual customers in a different database.

thanks

[Mike_B]

Hi Jampal,

of course this is possible. OTRS is really good at integration with email. So what you can do is to simply create a web form that submits an email into OTRS. By using the PostMaster Filters, you can push the ticket to the correct queue.
Alternatively, you can just publish the email address on your website, and have OTRS handle the email, or do both.

If you want to have super-duper integration, you can also create a form that uses the OTRS SOAP interface to do the submit. This way you can provide the user with the ticket number instantly.

--
Mike