Automatically set current Agent in new phone ticket form

[Mothra]

I've been creating various customised ticket menu options recently, but one that has me a bit stumped is the inbound phone ticket. I want to create a duplicate of this in which the Ticket Type, From, Service etc. are all pre-filled, but I can figure out how to set the "From" as the email address of the Agent* that's currently logged in.

Has anyone else managed to do this?

* I know the form expects a Customer - in my case, all Agents are also Customers, (authenticated via LDAP).

[crythias]

Considering the first thing I'd ask (why aren't you just submitting tickets via the customer interface, a third-party form, or via email) it seems (almost) that replacing the Agent phone interface with the customer interface would work. I'm not sure what would break, but you may not be able to choose handling agent.

[Mothra]

Considering the first thing I'd ask (why aren't you just submitting tickets via the customer interface, a third-party form, or via email) it seems (almost) that replacing the Agent phone interface with the customer interface would work. I'm not sure what would break, but you may not be able to choose handling agent.

Well, the scenario is this:

1. Customer submits ticket with problem
2. Agent decides, after investigation, that problem needs to be passed to dev team, as it may be a bug fix/live issue

The problem is that we don't really want the ticket to mysteriously disappear from the Customer Interface when it's passed to the Dev Team's queue. Another problem is that while the customer-facing SLA for the original problem might be one thing, the developer's SLA for fixing live bugs might be much more stringent.

My solution was for the Agent to raise a new ticket* for the Dev Team's queue and then link it to the customer ticket.... and I wanted to make raising this ticket as easy as possible. So I though creating a clone of the Phone (Inbound) menu option would do the job.

* Which therefore has its own SLA.

[jojo]

communication between team members should be done via Note function as note-internal, so it won't be seen by the customer in customer frontend.

[crythias]

@Mothra I understand completely. I'd split the ticket , change the queue to dev, *possibly* change the customer to agent, which gives the dev services that apply to the agent as customer (and therefore SLA).

All that is a lot of steps, to be sure. Not really certain that my way is much better.

[Mothra]

@Mothra I understand completely. I'd split the ticket , change the queue to dev, *possibly* change the customer to agent, which gives the dev services that apply to the agent as customer (and therefore SLA).

All that is a lot of steps, to be sure. Not really certain that my way is much better.

I'll try that and see how it plays. I may also take up your earlier hint, and get the agents to log into the Customer UI, submit the ticket, then back in the Agent UI, link the two tickets together as Parent/Child.

Thanks for your suggestion above - didn't occur to me!

[hvariava]

We currently do the same. Split the customer ticket to dev team or any other team. The only issue is that I haven't found a way to split article that has sender type agent. Meaning, what I would like is, when customer service department responds to the customer from OTRS via compose answer, they should then be able to take their latest reply to customer and split that as oppose to splitting latest customer sent email article and then copy/pasting the notes they sent to customer in new ticket for internal department.