OTRS 3.0 Ticket Templates
The practical examples presented in our technical blog (blog.otrs.com) and now in the expert category in our FAQ blog section serve as a source of ideas and documentation to show what is theoretically possible with OTRS in concrete scenarios or sometimes even for more exotic configurations. All configurations presented here were developed under laboratory conditions as a proof of concept.
We can only guarantee testing and implementation of these concepts to be error-free and productive if implemented in a workshop with one of our OTRS consultants. Without this, the responsibility lies with the customer himself. Please note that configurations from older OTRS versions may not work in the newer ones.
You all know the need of our agents to have Ticket-Template-Buttons in Phone and Email View.
This is of course not as good as it could be, because you need to modify standard *.dtl files. Therefore you actually need to change something that is not update save.
NOW THERE IS OTRS 3.0 !!!
If you hit this new created navigation item you are redirected to the normal phone ticket view, but the page is magically prefilled with content. The content can be the default Queue for requests regarding software, the ticket type for incidents, a meaningful subject and body … maybe with a checklist … open your mind and create your own templates ;-)
This is the resulting screen – just as an example:
But how does this magic works???
Simple answer: by extending options in the OTRS 3.0 SysConfig
You need it more specific? Here we go:
There you just need to add a new SysConfig hash where you can describe additional menu entries with URL params as you want.
Adding a new hasg is simply done by clicking on theplus sign on the bottom.
My configuration for the screens above:
Where the Action Param is:
Define the ticket’s options, all are optional as argument for
Remember to encode everything non-ASCII (even a SPACE is represented as ‘+’)
Subject : Subject=Example+Subject Target queue : Dest=1%7C%7CPostmaster (means: 1||Postmaster) Next state : NextStateID=4 (check your configuration for valid state IDs) Time units : TimeUnits=5 Type : TypeID=1 (check your configuration for valid type IDs) Service : ServiceID=5 (check your configuration for valid service IDs) Priority : PriorityID=3 (check your configuration for valid priority IDs) ...
To find valid values for the above xxIDs, please have a look into the Admin interface or the source of a generated website.
And there is more power !!! Unlike other systems, you can now define permission groups for EACH template. This enables you to provide IT related ticket templates to your IT Department guys and HR related templates to your HR guys … again, open your mind … to OTRS 3.0!
Have phun with OTRS 3.0