Hello,
We are investigating options to integrate our product in OTRS. The idea is that agents can view suggested answers to tickets in the compose screen. These suggested answers are retrieved from our server. However, we have not found a way to create OPM packages that extends the AgentTicketCompose page. We have seen examples of new separate pages and additional links in the ticket menu.
We would like to make use of packages as we intend to distribute the functionality to multiple customers. Is this technically possible, or do we have to ask our customers to overwrite their existing file with our version of AgentTicketCompose.tt?
Best regards,
Christopher
Extending AgentTicketCompose
Moderator: crythias
-
- Znuny guru
- Posts: 2210
- Joined: 13 Mar 2014, 09:16
- Znuny Version: 6.0.14
- Real Name: Rolf Straub
Re: Extending AgentTicketCompose
Do you mean the dropdown one can select from when answering a ticket? The "templates" you can configure in the SysConfig?
Well you could create your own package (opm) which on installation then installs/configures those templates on your customers systems.
Well you could create your own package (opm) which on installation then installs/configures those templates on your customers systems.
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
Re: Extending AgentTicketCompose
Why creating things which already exist in OTRS? So what would be the benefit of your system?
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
-
- Znuny newbie
- Posts: 3
- Joined: 01 Aug 2017, 17:32
- Znuny Version: 5.0.0.0
- Company: parlamind
- Contact:
Re: Extending AgentTicketCompose
Thanks for your replies. I appreciate your help.
Our product suggests answers to tickets. The benefit is that agents, when viewing a ticket, are represented with the issues (e.g where is my delivery, how can I pay) and answers to those issues. Agents ultimately spend less time on tickets and common issues.
Populating the templates drop down with our answers is not feasible because every answer is tailored to a ticket.
Would it be possible to create a package that adds an entry in the drop down that after clicked inserts our suggested answer in the "Text" field? The suggested answer is received from our server.
Or is it possible to extend the AgentTicketCompose with a JavaScript file and distribute the change as a package?
Thanks.
Our product suggests answers to tickets. The benefit is that agents, when viewing a ticket, are represented with the issues (e.g where is my delivery, how can I pay) and answers to those issues. Agents ultimately spend less time on tickets and common issues.
Populating the templates drop down with our answers is not feasible because every answer is tailored to a ticket.
Would it be possible to create a package that adds an entry in the drop down that after clicked inserts our suggested answer in the "Text" field? The suggested answer is received from our server.
Or is it possible to extend the AgentTicketCompose with a JavaScript file and distribute the change as a package?
Thanks.
-
- Znuny wizard
- Posts: 381
- Joined: 20 Sep 2010, 16:54
- Znuny Version: OTRS 6 CE
- Real Name: Alexey Yusov
- Company: Radiant System Group s.r.o
- Location: Prague
- Contact:
Re: Extending AgentTicketCompose
Hi Christopher,
Feel free to contact me. We can discuss your issue and help to create add-on.
Feel free to contact me. We can discuss your issue and help to create add-on.
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?
-
- Znuny newbie
- Posts: 3
- Joined: 01 Aug 2017, 17:32
- Znuny Version: 5.0.0.0
- Company: parlamind
- Contact:
Re: Extending AgentTicketCompose
Thanks but we found a solution with the FilterElementPost function.