Complaint tickets for customers

[RaphaelPinheiro]

Hello all!

I'm having some trouble to solve a problem I got from my boss. If anyone could help me, I'd be very very thankful!

So, here's the problem: I need to set up a way to let the customers create and view complaints. I've been searching for a week and I didn't find anything that could help me. I'm trying two different things:
1 - Using the CMDB;
2 - Changing the "New e-mail ticket" to make it "New complaint".

Using the CMDB, I'm able to create a very nice interface, with specific fields, and so on. But the customer is not able to see, neither to create nothing in this way.
By the other hand, to create a interface for "New complaint" ticket is getting too hard and kind of ugly; and I don't know how to keep the normal "New ticket" button in the customer interface and ADD a new button that goes to "New complaint" in that same customer interface.

I don't know if I made myself clear explaining my problem... I hope I did. But if I didn't, please ask as many questions as you need!

Thank you very much!

[jojo]

Hi,

the Feature Add on: http://www.otrs.com/en/software/otrs-he ... ms/#c39705 might help.

Or you try to build it with the process engine in upcoming 3.2

Or you need to do some small development for a new module in the customer frontend

[RaphaelPinheiro]

Hi jojo! Thank you very much for your help!

This add-on works with OTRS 3.0? We are trying to migrate our OTRS, but we will keep the version 3.0 for a while yet.

Thanks again!

[jojo]

no, this add on will need a least 3.1 as it needs Dynamic Fields

[RaphaelPinheiro]

Ok!

Thank you again!! I'm trying to create a new template using the ModuleRegistration and URL encoding! When we migrate, I'll consider that add-on.

Thanks

[RaphaelPinheiro]

Hey!

As I said, I'm creating a template modifying the ModuleRegistration on the SysConfig just as Nils Leideck explains in this post:
http://blog.otrs.org/2010/11/02/otrs-3- ... templates/

The thing is, when I'm doing all the changes on the AgentModuleRegistration, everything works fine. But I'm having a really bad time when configuring the CustomerModuleRegistration. That's what I'm writting in the Link:

Action=CustomerTicketMessage;Subaction=StoreNew;Dest=10%7C%7COther;TypeID=12

For who don't know the URL encode, the "%7C%7C" represents "||", so it will pass as parameter on the URL "10||Other" to the field "Dest", which is the "To:" field.
The error I'm getting is:


But then, if I don't specify the "Dest" field, I get the following:



Does anyone know what do I have to do??

I really appreciate any help you guys can give!

[jojo]

you can not use this kind of technology in customer portal

[RaphaelPinheiro]

Hmm... so I think we need to go faster with the migration! hehehe

Thank you so much jojo!! =D