Hi, new here, new to OTRS, looks great so far. I've googled and browsed around here, but could not find an answer.
What I'm looking for is the ability to add an entry to a ticket for a part. Such as Bob's computer is in the shop here for repair. Turns out he needs a new harddrive. The notes entries detail the process and what was done. It would be nice if I could add a 'part' to the ticket for the harddrive I used. Nothing so fancy as interfacing with a Point of Sale system or even an inventory (maybe some day..)
Secondly, I would like to be able to run a search on all the parts that are on open tickets. So I could see that I have two harddrives that are being used in tickets, and don't wonder why they aren't on the shelf. Tickets would then be closed when Bob picks up his machine and pays for it, and the drive would be out of my inventory system.
As you can imply, I'll be using otrs for a small computer repair business. Looks great so far, I like that customers can log onto the webpage to check updates to thier tickets to see where there machine is. Just need to figure out how to do parts entries in the tickets. Anything like that already in otrs that I missed? Will otrs never do anything like that and I should find something else to use?
Thanx for your time.
Adding Parts to a Ticket.
Moderator: crythias
Re: Adding Parts to a Ticket.
You can use the Ticket Free Fields for this kind of information.
A more complex setup would use the CMDB for storing an linking the computer, the HDD etc to each other and the request/order ticket
A more complex setup would use the CMDB for storing an linking the computer, the HDD etc to each other and the request/order ticket
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Re: Adding Parts to a Ticket.
I did see the Ticket Free Fields.. is there a way to put more of them there? Sometimes I have more than four parts to a ticket.
Re: Adding Parts to a Ticket.
there up to 16.
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com