New Ticket Type Module

[jwhip]

Hi all,

I'm trying to create a New ticket type. I need to be able to track proactivly created tickets not just email and phone tickets. Something to the effect of frontend::agent::viewalarmnew. I see that I need an module integration in Frontend::Agent::ModuleRegistration to add a module called Frontend::Module###AgentTicketAlarm. I have no idea where to start to extract this information from an integrate everything into the backend SQL server. Any help would be greatly appreciated.

Currently running this on Windows Server 2008 R2 on a VM.
I have the following modules installed:
FAQ 2.2.3
GeneralCatalog 3.2.3
ImportExport 3.2.3
ITSM 3.2.3
ITSMChangeManagement 3.2.3
ITSMConfigurationManagement 3.2.3
ITSMCore 3.2.3
ITSMIncidentProblemManagement 3.2.3
ITSMServiceLevelManagement 3.2.3
OTRSMasterSlave 1.3.1
Support 1.4.4
Survey 2.2.1
Znuny4OTRS-EscalationSuspend 1.9.0

[jwhip]

So from what I'm gatherins is that I'm stuck with only 2 ticket types Phone and Email? There is no way to create a ticket for a proactive event? I Run an MSP (Manged Service Provider) Operations Center, we need to be able to open tickets up that can refelct a diffent Metric for reporting. Reactive tickets ie phone or email tickets have an SLA, and the time spent to restore services are calculated 1 way. Proactive tickets ie tickets that are created based on alarm events detected in our monitoring software have a slightly different SLA. As wellas we need to show how many Proactive tickets where opened v/s reactive tickets.

Would it be easier to change the new email to say New Reactive and New Phone to say Proactive? Where would I need to change all of this hooks, triggers and flags to ensure that I could provide proper reporting for proactive vs reactive?

[jojo]

use an additional dynamic field or the field ticket type for this purpose

[jwhip]

Sorry don't mean to play devil’s advocate, but here is the issue with that. So I have already defined my ticket types, I have taken them down to a very simple 3 types. They Dynamic fields I have have added several of those as well.

So I really like the idea of defining a new dynamic drop down field, give 2 choices Proactive or Reactive.

So do in this I'm still stuck with 2 choice when creating tickets, is it difficult to trim this down to only a single new ticket type, and if so is it hard to change it to say New ticket rather than have it display New email or New Phone?

I'm going to look into this as it sounds like this may be the perfect solution, rather than trying to build an entire new ticket module.

[jwhip]

OK, so not as sleamless as I would ahve liked but here is what I did and it seams to be working. Still need to test the reporting to make sure it is displaying correctly, but ticket creation appears to be working.

So First under
Admin
Ticket Settings
Dynamic Fields
Ticket
DropDown
Name: IncidentResponseType
Label: Response Type
Possible Values I added 2 fields
First
Label and Value both set to Proactive
Second
Label and Value both set to Reactive
Default Value Proactive
Left the rest the same

Now You must add this field so that you can view it both in ticket creation and Ticket View
Admin
System Administration
Sys Config
Sort Ticket
(I used ticket type Phone, I'll descibe diabling and renaming in a minute)
Frontend:Agent:Ticket:ViewPhoneNew
Ticket::Frontend::AgentTicketPhone###DynamicField
Add a new Field
Key IncidentResponseType
Value 1
Frontend:Agent:Ticket:ViewZoom
Ticket::Frontend::AgentTicketZoom###DynamicField
Add a new Field
Key IncidentResponseType
Value 1

(And if you want this visible to the Customer Add it here)
Frontend:Customer:Ticket:ViewZoom
Ticket::Frontend::CustomerTicketZoom###DynamicField
Add a new Field
Key IncidentResponseType
Value 1

Now lest get rid of the other ticket type
Frontend::Agent::ModuleRegistration
Find Frontend::Module###AgentTicketEmail and remove teh check in the box and the ticket is no longer avaible for selsction
And adjust
Frontend::Agent::ModuleRegistration
I changed the Following
Title: New ticket
Description: Create new ticket
Description: Create new ticket
Name: New ticket

The only visual issue that I see is when I create a new ticket it still display New Phone Ticket in the upper Left Corner of the Screen. I'm sure that the HTML can be changed to handle that. Thats for another Day.

Now to test out reporting and make sure that I can track both Proactive and Reactive tickets.