Custom "link to CI" widget

[peters]

Hello,

in order to minimize the time spent on ticket categorization, is it possible to create a custom "link to CI" widget, where all CI of corresponding customer would be shown?

Current workflow is following:
- opens the new ticket from queue
- click on link button, then select the category of CI, type the customerID, search, choose, link
- classification
- change queue

New workflow:
- after opening the ticket from queue, new widget is shown under or on the right side of ticket body; the widget contains checkbox to choose from the CI of this customerID
- classification
- change queue

Thanks

[tto]

Hi there,

this feature is contained in the free OTRS extension KIX4OTRS.

Here you can see the widget in the AgentTicketPhoneMask (can be used in any other ticket mask as well):
http://www.cape-it.de/tl_files/cape-it_ ... k-Link.png

regards, T.

[peters]

Hi,

yes it should be the "CI-Quick-Link (quick link of inventory items during ticket creating)" feature. Is it possible to implement it without installing the whole kix4otrs? If so, can you please direct me where to start?

Thanks,
Peter

[tto]

yes it should be the "CI-Quick-Link (quick link of inventory items during ticket creating)" feature. Is it possible to implement it without installing the whole kix4otrs? If so, can you please direct me where to start?

now this is difficult because the sidebar is a generic placeholder in KIX4OTRS and this CI widget just one sample of using it. Reimplemnting it in a plain OTRS would in fact require modification of most frontend modules (without redesigning it from scratch - I'm not saying it's not possible but requires some time).

regards, T.

[reneeb]

I have done this for a customer. In phone/mail ticket mask you get such a widget... You can contact me at info@perl-services.de