You can use dynamic fields for that
(https://otrs.github.io/doc/manual/admin/stable/en/html/dynamicfields.html#dynamicfields-configuration).
This should be a dropdown with all the products you sell.
Then you have to activate for several views via SysConfig:
* ViewEmailNew
* ViewPhoneNew
* ViewFreeFields
* ViewZoom
That way you get a dropdown with your products in the ticket creation
forms to select the product. If you have chosen one of the products,
you'll see it in the ticket view (zoom) in the ticket information widget
on the right side. To change it, go to the "free fields" ticket menu...
Kind regards,
Renee
Am 25.08.2016 um 08:22 schrieb Paul Joseph Betha:
Hello List,
I'm new to OTRS. This is my question:
If my company say 'X' has sold two products(P1, P2) to another company say
'Y'. Now if we are giving support to them and tickets are being raised how
can I differentiate that a certain ticket belongs to one product not the
other.
Say if a ticket has been associated with the problem of login
authentication. How can I differentiate whether the ticket belongs to P1 or
P2 .since both have the same customer name Y
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