Hello Michiel, Thanks for thinking with me along ...
I have downloaded and installed the "General Catalog" and "ITSM "package. The main problem is that I can only create catalog classes and items in them. So it's only a 2 level deep structure. Questions: 1. How can I use these catalog classes/items in OTRS ??? 2. How should I compose my email header for this to use? - X-OTRS-ArticleKey(1|2|3) and X-OTRS-ArticleValue(1|2|3) ??? or - X-OTRS-TicketKey(1|2|...|8) and X-OTRS-TicketValue(1|2|...|8) Thanks for helping a beginner ... :) Krisz > I guess your idea is pretty good. But you might be best off to create > separate fields for the category/subcategories and store them as free > fields on the OTRS tickets. You might want to install the ITSM package > and then use the GeneralCatalog function to store these values. Then > you could make an assignment to different queues if needed, based on > the category of the ticket. Or, since you are going to handle all > tickets by one or two agents, maybe you won't even need separate > queues and the ticket categorization might be enough. > Michiel > On Tue, Sep 8, 2009 at 6:14 PM, Kovacs > Krisztian<[email protected]> wrote: >> Hi, dear list members! >> >> I'm new to this list (and to the OTRS system :) ). >> >> I'm a beginner programmer at a company, and my first job to set up an >> OTRS with a front-end, like this (sorry, it's in hungarian, but it's >> not a problem): >> http://ugyfelkapu.hotdog.hu/ >> >> At the beginning, OTRS must handle users only from 1 domain (eg. >> foo.hu) (later from more domain): >> So as we see on the mentioned URL, there are predefined: >> - categories (1. textbox) (eg: registration, login, ...) >> - subcategories (2. textbox) >> - under registration: eg: can't login, want to delete myself, ... >> - under login: password, email address, ... >> - and sub-subcategories :) >> >> The tickets (aprrox. 100-200 email/day) will be handled by only 1 or two >> agents. >> >> How should I set up the OTRS to include all categories in it? >> How many email address should I use? >> How many queues should I use? As much as categories (and subs and >> subs-subs) are ???? >> >> The original idea of mine was that the frontend will pull >> these categories from the database of the OTRS ... :) >> But it seems too many queues ... >> >> >> Thanks for your answers and your time ! >> >> Greets >> Krisztian --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
