Creating Tickets per location/Site

[khaldoun]

Hi,

We have telecom equipments installed on different Sites/locations .How can we create tickets per site. That's in order to be able to get ticket statistics per site.

ex:
when creating a ticket specify site(city1) instead of specifying a Customer.


The ticketing system will be Oriented towards managing sites tickets(hardware installation ticket,maintenance ticket..) instead of managing clients tickets.

Appreciate any prepositions or recommendations.

[reneeb]

I would either create a queue tree based on locations/sites or create a dynamic field (dropdown) where the users can choose the location.

[mavrie]

We are trying to get this done, and link it to email adresses.

For example, Company A has two systems in use. (A1 and A2)
We would like to have a dropdown that when we select A1 we contact John, but if we select A2 we contact Tom.

Going to keep an eye on this thread; might prove usefull for us later on.

[khaldoun]

Thanks for your replies.

Reneeb I though about the queue based tree but queues are like mail boxes and I'm using them to classify departments.Every department have a certain queue.However, I will try to use dynamic field option and see if it does the required job.

Mavrie: This will be a great option to add to OTRs, Many companies like us (especially telecom companies) have different transmission sites and want to keep track of each site tickets.

[mavrie]

Reneeb,

Using the queue's is not really optimal in my opinion.

However using a dynamic field with a dropdown could work...
Only issue I see is that I would enter all siteID's alphabetically (100+ options) and this could prove difficult to find the right one. I would order them like:
CompanyA-City-Server1
CompanyA-City-Server2
CompanyX-City-Server1
...

Using simpler notation is not really an option for us. (Site1, Site2,...)

Khaldoun,

What do you think, how would you try to implement this?
We will figure something out soon enough

Best regards,

Matt

[mavrie]

Reneeb,

Is it an option to work with two seperate dynamic fields and link them?
For example;

Company:
-Company A
-Company B
-Company C

And when selecting company A, the next dropdown would display:
-CompanyA-Site1
-CompanyA-Site2

And when selecting company B, the next dropdown would only display:
-CompanyB-Site1
-CompanyB-Site2


Regards,

Matt

[reneeb]

The "best" solution depends on the environment.

If you use OTRS for to track the tickets about telecom devices in your own company you could use a queue (sub-)tree like

Telecom::Site1
Telecom::Site2
...

Then you can define the site/location by the queue.

If you want to track the tickets about telecom devices in your clients' sites, then queues are definitely not the best solution. You should not use customer based queues. For that I would use a dynamic field (dropdown) and develop a small ACL module to limit the possible values based on the customer id.

Unfortunately stock OTRS doesn't have dependent dynamic fields. If you are an OTRS subscription customer, you could sell the AddOn or you could use KIX4OTRS (http://www.cape-it.de/en/service-manage ... s-eng.html) or you could develop a small solution yourself.

[mavrie]

Reneeb,

I was hoping for something else then developing something myself. This will take a while, but paying someone to help out is not an option for my employer.

Could this post lead me in the right direction?
viewtopic.php?f=61&t=16688&p=77236#p77236

Thank you

[mavrie]

Update:

ACL seems to be the easiest way to get this done.
Only problem is I find examples in code, not in how to get the same result through the webinterface.

Matt