2 Ticket Template Options for Customers

[knmatch]

Hi,

I would like to give my customers the option to choose between two ticket templates. Current default scenario is that after a customer logs in from customer.pl, the customer can click on the button "New Ticket" and see a ticket template to fill out. I'd like to give the customer the option to have two choices, "Ticket Template 1 (with extra TicketFreeText fields)" and "Ticket Template 2 (Generic ticket with fewer fields to complete). Effectively two different templates to submit a tickets to us.

Currently we have a standard ticket request template, but we plan on adding more templates for different types of requests.

Thanks,
Kamran

[MichaelR]

There's a post in the How-To's about customer ticket templates.

[knmatch]

Hi Michael,

Thanks. I have followed the video and gone through the tutorial on building templates with buttons. I'm able to do that.

Here is what I would like to happen. I would like a drop down on the CustomerTicketMessage page to select which template should appear. Currently I have two buttons (per the tutorial), but that's not user friendly and it is confusing. A drop down that allows you to select a value that then changes the template displayed would be better. I tried this but there can be only one html form action on the page, and I'm not sure how to code it so that if value A is selected only 3 fields display, and if value B is selected then 5 fields display.

Also, there is one button in the CustomerTicketOverview page for "New Ticket". I would like to have two buttons or more there. I've made some changes to the Frontend::Customer::ModuleRegistration, and then I had to add those changes to the Config.pm file and now I'm seeing duplicated buttons. The idea here is that I can create new buttons in the navigation bar that then generate different web pages for the customer. So, currently there are 4 default buttons in the navigation bar (New Ticket, My Tickets, Company Tickets, Search), and I would like to add more buttons customized to my needs.

Hope I'm being more clear.

Thanks.

[knmatch]

Hi,

I believe I have found the answer to my second question regarding the navigation bar.

I'll still wait for a response regarding the drop down with a form action.

Thanks.

[crythias]

I've provided a link to change the template based upon queue. It would be fairly easy to change that based upon an onchange of a <select><option> of templates. http://forums.otrs.org/viewtopic.php?f=60&t=8032

[gulas]

helloo

im using otrs, and i have some doubts, and i need to know how can i do this:

1. can i have 1 NUMERIC field on agent and customer interface and i cant send the ticket without fill it.

2. the possibility to allocate the ticket to my customer, i mean, my customer becomes the owner or responsible of the ticket.

hope you can help me.

thanks