Presenting OTRS in a better way to customers/clients

[MrShinken]

Hello community,

we're using OTRS for our technical support where we repair hardware. In other words, OTRS is our system for RMA or service desk. So far everyone is happy to use this great software.

By completing a ticket, the next step is to print the ticket details through OTRS. This information sheet will be handed over to the customer. I optimized in first place the template, that we have an area for the signoff. So far so good.
Now we have this, we only need a sheet containing the last ticket article/ticket note, so that the customer has only a single page. In other words, the whole ticket history isn't necessary here.

The question is now, how is it possible, to just display the last ending ticket article.So the customer gets only that, what the technician has added lastly to the ticket.

Hopefully you can give me a good point on this, because I'm sitting here and try to optimize the template for a long while now.

Thanks a lot!

[reneeb]

Just use the "print" button of the article instead of ticket's "print" button.

[MrShinken]

That's a good idea, thanks!

Any suggestion to remove the title headline with the content "Print" or "Print Article" under the ticket number and the person, who printed this ticket or article? It only appears on the first page's right side.

[reneeb]

That is hardcoded in Kernel/Modules/AgentTicketPrint.pm

Comment those lines

(old):

Code: Select all

        $PrintTag = ($ArticleID) ? 'Article' : 'Ticket';
        $PrintTag = ( $Self->{LayoutObject}->{LanguageObject}->Get($PrintTag) ) . ' ' .
            ( $Self->{LayoutObject}->{LanguageObject}->Get('Print') );

(new)

Code: Select all

#        $PrintTag = ($ArticleID) ? 'Article' : 'Ticket';
#        $PrintTag = ( $Self->{LayoutObject}->{LanguageObject}->Get($PrintTag) ) . ' ' .
#            ( $Self->{LayoutObject}->{LanguageObject}->Get('Print') );

[MrShinken]

Thanks!