Greetings, I'm fairly new to OTRS, so excuse the newbie questions and all, and please point me to some specific examples, if already out there.
Our CEO has been impressed with our IT groups use of OTRS as a ticketing system for a couple of years now (OTRS 2.2.X). We use it pretty simply out of the box, without any real modification and fiddling (all agents and customers are internal so everybody authenticates from our LDAP/AD). He really likes that it has automated messages back to the customer letting them know of state changes, owner changes, etc... He'd like to go and implement this in regards to our service department. The catch is that they want to go and have special "States" that a ticket (service request) goes though, with notifications on each of those, and possibly auto triggers pushing the ticket along to the next state. For example, we'd have something like this: * Service Ticket Issued * Service Ticket Updated - Parts Shipment * Service Ticket Updated - Repair Scheduled * Service Ticket Updated - Repair Rescheduled * Service Ticket Completed - Parts Delivered * Service Ticket Completed - Repair Completed Now, I know that I can go and update states, via: http://doc.otrs.org/2.4/en/html/x1989.html And that's great and all, but going a bit beyond that, I'm perplexed. What I'd like to see is a "Order Parts" button or dropdown somewhere, which would then put the ticket into a "Parts Ordered" state, then a "Shipped Parts" which would put the ticket into a "Parts Shipped" state, etc.... I've set up a new system, loaded OTRS 2.4.5 on it, and am trying to see about that configuration. Any help or pointers in the right direction would be GREATLY appreciated. Thanks! Chris Johnson IT Manager Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134 Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: [email protected] | www.technogymusa.com<http://www.technogymusa.com/> [cid:[email protected]] Please visit our website for information on our Wellness Solutions at http://www.technogymusa.com<http://www.technogymusa.com/> Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company.
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