OTRS Ticket Types

[tomzegers]

Hey all,

I want to force the customers to choose a ticket type.
I found this topic:
http://forums.otrs.org/viewtopic.php?f=60&t=7070

But this solution didnt work.

Does anyone have another solution?

[crythias]

You could make it required...

Please update your signature.

[tomzegers]

Signature edited;)

But how can i make it required? I am searching to that for a couple of hours now

[crythias]

I didn't see it either. But you can always use a TicketFreeText to do the same thing.

[tomzegers]

That would be a possibility. But, correct me if I'm wrong, with ticketfreetext the AGENTS are able to change the ticket types. I would like to force every customer(which are my direct colleagues) to enter a category of the support they want. For example, new workstation, office problem, windows problem, new laptop, laptop fault, hardware, software, etc.

[crythias]

Sure, but don't overlook the possibility to use Queues and SubQueues to separate tasks. Especially because Queues can be separated into groups of agents who are able to complete those tickets.

[tomzegers]

True, thats a possibility. But if i define qeues and subqeues, to seperate tasks, basically it changes the "to" field, to a category....
the solution i am looking for is: Customers create a new ticket, they have to select a "category", which says: new hardware, new software or something like that. What would be the best solution for that?

[crythias]

Customers create a new ticket, they have to select a "category", which says: new hardware, new software or something like that. What would be the best solution for that?

Use Queues.

No, really. Queues are an abstraction layer between the customer and the agent. Customers shouldn't be choosing (generally) whom they wish as an agent. They should be telling you why they need assistance. It's up to you to determine who's best to handle the request. You already know who the customer is, so using a queue to separate them is not optimal, and once they choose a queue, as a category for the ticket, those who have the best ability to respond to that category can interact with that ticket.

My common suggestion: Queues such as Print, Network, Maintenance, Plumbing. Given that, you can also provide the ability for different departments to use the same ticketing system. Even if the maintenance agent isn't tech savvy, he may have a printout to sign off on upon completion.

[tomzegers]

Customers create a new ticket, they have to select a "category", which says: new hardware, new software or something like that. What would be the best solution for that?

Use Queues.

No, really. Queues are an abstraction layer between the customer and the agent. Customers shouldn't be choosing (generally) whom they wish as an agent. They should be telling you why they need assistance. It's up to you to determine who's best to handle the request. You already know who the customer is, so using a queue to separate them is not optimal, and once they choose a queue, as a category for the ticket, those who have the best ability to respond to that category can interact with that ticket.

My common suggestion: Queues such as Print, Network, Maintenance, Plumbing. Given that, you can also provide the ability for different departments to use the same ticketing system. Even if the maintenance agent isn't tech savvy, he may have a printout to sign off on upon completion.

You are right, but i am busy configuring OTRS for myself, and my colleague. We are both the only administrators in a company with 50 users. Those 50 users need to determine what category it is...They all know best what category it is. They are also colleagues. So no external people. I think that makes a difference. It's not a option about chosing an agent, the only agents would be me and my colleague.
We want to implement OTRS to see what tasks need to be done, and later on, for some reporting.

[crythias]

Change the word "To" to "Category" in the .dtl

[tomzegers]

OMG. That i didnt think of that:S

[tomzegers]

Thanx! I will test it now!