IT External Intervention

[Sleepy]

Hi there,

Im new with OTRS, we are changing our system to use OTRS but... There's something quite important for us which is, the need to have an external sheet with client information, ticket id, and others fields... and what we're going to do in that client...

Im not sure if i've explained myself.. For example:

An Agent or a Customer creates a ticket and for some reason we need to go to the client company because computer is broken or whatever.
We need to have something that proves that we went there.. Check please my attachment (fps.png) with what we use this days.

Is there anything like this in OTRS?

Thanks in advance and im sorry about my English.

[reneeb]

No, there's only the "print" functionality that creates a PDF file, but that includes all articles as well. Your requirements need some development, but if you know some Perl it should be pretty simple (time consuming but not complex).

You could create a PDF file as a template, the create a new "frontend module" (similar to Kernel/Modules/AgentTicketPrint.pm), add a sysconfig option so that the new frontend module is available in the ticket menu and fill the "template" in the frontend module (There is the Perl module PDF::Reuse to achieve this).

If you are an experienced Perl programmer, we can help you in the development process

[Sleepy]

Hi there,

reneeb, i appreciate the information / help but PERL is not my thing lol..

Anyway, you people don't think that this is a nice thing to have in OTRS?

Thanks

[reneeb]

What should OTRS provide? This is hard to make it generic enough to support the different layouts all the companies using OTRS want.. Each company has its own "Corporate Identity" (CI) and especially for forms that are used at the clients' site CI is important. I have created such sheets for several customers and for each it was time consuming to have all the information placed on the correct place...