http://forums.otterhub.org/viewtopic.php?f=60&t=5156
You should be successful in obtaining any of the following information:
TicketNumber => '20101027000001',
TicketID => 123,
State => 'some state',
StateID => 123,
StateType => 'some state type',
Priority => 'some priority',
PriorityID => 123,
Lock => 'lock',
LockID => 123,
Queue => 'some queue',
QueueID => 123,
CustomerID => 'customer_id_123',
CustomerUserID => 'customer_user_id_123',
Owner => 'some_owner_login',
OwnerID => 123,
Type => 'some ticket type',
TypeID => 123,
SLA => 'some sla',
SLAID => 123,
Service => 'some service',
ServiceID => 123,
Responsible => 'some_responsible_login',
ResponsibleID => 123,
Age => 3456,
Created => '2010-10-27 20:15:00'
CreateTimeUnix => '1231414141',
Changed => '2010-10-27 20:15:15',
ArchiveFlag => 'y',
However, what you request is an *article* type which isn't here, so the
answer is "No", and not really practical.
What you *can* do is acknowledge that inbound email tickets arrive as "New"
while "Phone" tickets are created as "Open".
Or, if it is that important, you can manipulate States or Types or Queues
<-- to reflect this.
(OTRS considers a ticket to be a ticket, so the method of transport is
irrelevant once it's in the system).
"What's a Type?"
Usually: Default, Incident, Problem, Rfc.
Don't use Types where Queues are intended.
Queues are intended to answer the question:
"What [types of] agent(s) can handle this request?"
Services are intended to answer the question: "What needs fixing?"
On Wed, Feb 20, 2013 at 1:26 PM, Luchtman, Kurt
<[email protected]>wrote:
> Is there any way to add the ticket type such as E-mail ticket or Phone
> in ticket in the dashboard?
>
>
>
> Kurt
>
>
>
> --------------------------------------------
>
> Kurt Luchtman
>
> NC FAST Desktop Support Manager
>
> 3724 National Drive #200
>
> Raleigh NC 27612
>
> 919-707-4198
>
>
>
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