we're planning to introduce OTRS and we're still open about the used version and extensions. In our old system, the agent actually was able to choose the topic of the ticket hierarchically - and received a pre-filled workflow, an SLA and a target queue in return. Simplified example:
You name it. So the Agent did not necessarily have to know about the questions to ask (by himself)...The ticket automatically got assigned to backup operators and got an SLA pre-assigned."Services -> Data -> Restore"
Path: ______
From date: _________
Overwrite existing files: ____
Is such an aproach possible with OTRS (maybe parts of it/ w. plugins)? Currently I do not see this; or am I missing something?
My first idea is we could at least have some "Ticket templates" which could be copied...Thanks in advance and best regards
Michael