Auto Populate Customer based on Queue in new Ticket

[Polantaris]

Hello,

I was wondering if there was a way to set certain fields when creating a new ticket. For example, when a ticket is created for specific Queue, a certain customer is always chosen for that Queue. I received a request asking if the Customer field (and potentially CC field) could be auto populated to save some time when creating new tickets.

I assume this would be possible with ACLs, but I'm not really sure. They seem to be more able to restrict/allow selections in fields, but not automatically populating them.

Apologies if this information is readily available, I tried searching around for quite some time to no avail.

Thanks for any assistance in regards to this.

[reneeb]

Threads in the German section:

viewtopic.php?f=35&t=27408&p=110384&hil ... ew#p110384
viewtopic.php?f=34&t=27131&p=109376&hil ... ew#p109376


And I developed "TicketTemplates" http://feature-addons.de/otrs/Ticket/TicketTemplates

[crythias]

But you shouldn't be using customer based queues. Queues are for what (groups of) agents can handle a type of request.

[Polantaris]

Threads in the German section:

viewtopic.php?f=35&t=27408&p=110384&hil ... ew#p110384
viewtopic.php?f=34&t=27131&p=109376&hil ... ew#p109376


And I developed "TicketTemplates" http://feature-addons.de/otrs/Ticket/TicketTemplates

Thank you, I will take a look at that material. Unfortunately I don't know any German but I will attempt to look through it.

Edit: Turns out I had your module installed already (My IT Department installed the initial set of modules). Not sure why I missed it but it's exactly what I need, thanks a lot! Question though; is there a way to set multiple emails under the CC field? Right now it appears to only allow one. I might just have an old version, I'll look into updating if necessary.

But you shouldn't be using customer based queues. Queues are for what (groups of) agents can handle a type of request.

In a set of queues for my company, we have it set up based on Client Contract. All of the Agents that have access to the main queue can handle these tickets, but only certain customer users receive correspondence in regards to any issues regarding these contracts. As a result, most tickets will go to the same set of people (unless it changes at some point), but for easy tracking and organization, we have all of these tickets tracked in OTRS. I know it's not the conventional usage of OTRS, but it's extremely helpful in house as opposed to keeping it wholly in email, which is why it is set up in OTRS.

[reneeb]

Edit: Turns out I had your module installed already (My IT Department installed the initial set of modules). Not sure why I missed it but it's exactly what I need, thanks a lot! Question though; is there a way to set multiple emails under the CC field? Right now it appears to only allow one. I might just have an old version, I'll look into updating if necessary.

That's a great feature request I'll look into it this week... I'll let you know when it is available.

[Polantaris]

Edit: Turns out I had your module installed already (My IT Department installed the initial set of modules). Not sure why I missed it but it's exactly what I need, thanks a lot! Question though; is there a way to set multiple emails under the CC field? Right now it appears to only allow one. I might just have an old version, I'll look into updating if necessary.

That's a great feature request I'll look into it this week... I'll let you know when it is available.

Awesome, thanks. I look forward to the update.