Michiel Beijen wrote:
Have you read the thread called 'enable Master/Slave ticket feature' from
this week? and also the youtube vid: http://www.youtube.com/watch?v=zkc_qTCSloo
Just did now. While creating a Master seems easy, the process to make a
Master after the fact is pretty convoluted! The video did help me
understand the purpose.
You should still create 21 tickets of course, but they can be created
very fast and linked to the master ticket. You can send out emails and
close the child tickets from the master.
If you'd want to create tickets even faster, you could look into using
Ticket Templates: http://www.jbothe.de/blog/?p=130
Since I don't read German, I had to use Google Translate, and to be
perfectly honest, I have no clue what his Blog Entry is attempting to
explain. I _THINK_ what he's adding is some buttons at the top of the
page that set a few of the page variables so that you don't have to fill
that in each time for a commonly recurring ticket response.
I see the value in that.
Still, this seems to be the recommended course of action:
1. Create a Master Ticket
2. Create 21 Slave Tickets (Phone?)
3. Send an email to the Master Ticket and close it.
That definitely helps the situation compared to 2.3.x. But I still have a
problem with "Create 21 Slave Tickets." That's something I have to do 21
times.
I have a customer database linked into OTRS, I'd like to simply provide a
comma delimited list of either userIDs or email addresses, and have OTRS
create a new ticket for each one. I know this can be accomplished with
the API, but for this instance, creating 21 tickets seems easier than
trying to learn the API and create a script. However, when 21 tickets
turns into 200 or 500, ouch.
I'm still shocked there is no easy way to use OTRS to proactively
communicate with a bulk set of customers.
Looking at the API, how would I use Kernel::System::Ticket->TicketCreate
to create tickets that are associated with a Master ticket? My guess:
$TicketObject->TicketFreeTextSet(
Counter => 1, # Or should this be 12 as in the video?
Key => 'Slave',
Value => '12481', # Ticket Number of the master
TicketID => '12482', # Ticket Number of the slave
UserID => 123, # Is this a Kernel::System::User or a
Kernel::System::CustomerUser?
);
So maybe I can write something that, once I create the Master ticket, I
can write a short snippet that creates the tickets and then associates
them with the Master Ticket.
Beckman
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Peter Beckman Internet Guy
[email protected] http://www.angryox.com/
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