Creating "Quick Ticket" Option in OTRS 4

[HamlineITS]

Hello,

I am attempting to create a "quick ticket" option in my Service Desk's version of OTRS. It would ideally be similar to the "new phone ticket" option, but with far fewer required fields. It would be useful for metrics to track when we have people walk up to the desk and we solve a simple issue for them (we do not want to pester people for all their contact info) and other similar cases. A predecessor of mine set this up in OTRS 2, but I am having issues recreating it. Does anyone have any tips or resources I should be viewing?

Thanks for any help you can share.

[RStraub]

That sounds like the perfect use case for process tickets

[HamlineITS]

I'm afraid I'm not certain what that is - is there a way to set this up through Process Management? I thought that area was more for internal development projects.

[RStraub]

Roughly speaking a process ticket is a ticket without anything else. You then can freely customize what you want to add to it:
- Dynamic Fields
- Articles
- Customers

... and of course a flexible logic through which a ticket can progress through several process-states (or as OTRS calls it, activities).

As example, your first minimal setup could be to only select from a dropdown list what device you're having a problem with and a comment field where you could enter a small note.