22. 01. 2018 MarinovMihail EriZone & OTRS

Ticket Templates Based on Selected Service and Category

EriZone 5.3 introduced new templates based on selected service and category. Those templates are used in the new Quick Ticket functionality, but can also be reused in all ticket creating masks. So once the service and category have been selected, the subject and/or the body can be pre-filled with the data of the template.
In EriZone, all necessary information must be configured for a service/category pair. The steps for configuration are:

  • Go to Admin > Ticket Settings > Service <-> Category
  • Select the service

  • Go to the details view where only enabled service<->category pairs are shown

  • Edit the details for the selected service <-> category pair
    • Insert the suggested text for the body into the ticket
    • Enable the ticket template for this service <-> category

  • Select Admin > Sysconfig enable > EriZone Core → ServiceCategory Frontend::Output::TicketFromTemplate

  • Go to the web interface and create a new ticket.  Once the service and the category have been chosen, the subject and/or the body will be pre-filled.  In the event you change the selected service or category, a warning message will ask you whether you want to keep the current subject and/or body or overwrite them with the those from the new template.

Share this post
Share on LinkedInTweet about this on TwitterShare on FacebookShare on Google+Email this to someoneShare on Tumblr
MarinovMihail

MarinovMihail

Developer at Würth Phoenix
“Hi guys! I’m Mihail and since the university years I has been fascinated by distributed systems and measurements on them. Now when I join the Neteye project I get the possibility to continue with this passion and this is great. My free time is completely dedicated to my wife and my daughters, I simply love them.”

Author

MarinovMihail

“Hi guys! I’m Mihail and since the university years I has been fascinated by distributed systems and measurements on them. Now when I join the Neteye project I get the possibility to continue with this passion and this is great. My free time is completely dedicated to my wife and my daughters, I simply love them.”

Leave a Reply

Your email address will not be published. Required fields are marked *

Archive