I've coded that thing this week for my company (we didn't like using phone tickets for that). I just took what is done for phone ticket (with small modifications), add a new ticket type (WebRequestAgent, as when customer create a ticket in the web interface, ticket type is WebRequestCustomer) in database and voila. Perharps it still need minor changes (like language, pre-selection of the current agent as the customer) but it works fine for us.
I can send the code next week. On Thu, 03 Feb 2005 12:41:29 -0600, Nick Bright <[EMAIL PROTECTED]> wrote: > I don't want to use email at all, aside from maybe ticket status > notification. My agents should just click on a "new ticket" button, and > open a new ticket. Customers aren't involved with this at all, this is > purely for internal tracking. > > My point is that there doesn't appear to be a way for the Agent to > directly open a new ticket from within the agent interface, the current > work around is that the Agent logs in to the Customer interface to open > the ticket, then switches back to the Agent interface to work the > ticket. This (obviously) not efficient. > > On Thu, 2005-02-03 at 09:48, Peter van Beugen wrote: > > Yes, (of course) you can! > > You don't need the "Customer" option at all (I don't use it....) > > My "customer" just send an e-mail to OTRS (= e-mail address which OTRS POPs) > > OTRS creates a ticket (and sends an auto-reply if you want) > > My agents handle the tickets (and can also create a new ticket with the > > "New Ticket" option) > > > > So you only have to create User accounts for the agents that are responding > > to tickets (and is very easy to use for internal ticketing). > > > > Peter > > > > -----Oorspronkelijk bericht----- > > Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Nick Bright > > Verzonden: donderdag 3 februari 2005 16:43 > > Aan: [email protected] > > Onderwerp: [otrs] Opening a ticket with the Agent interface? > > > > Is it possible to open a ticket with the Agent interface (in otherwords, > > not use the "Customer" user interface at all)? The way we are trying to > > use this is for internal ticketing, with eventual escalation to other > > agents. > > > > There's an option when creating new users for the screen to go to after > > creating a new ticket, the options are "New Ticket" or "Ticket Zoom"; so > > it seems like it's possible for new tickets to be created by the agents > > - I just sure don't see where. > -- > - Nick Bright > Terraworld, Inc > http://home.terraworld.net | 888-332-1616 > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting f�r Ihr OTRS System? > => http://www.otrs.de/ > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/
