ticket type driving dynamic fields

All,

Is there a way with a bit of configuration/coding to setup the system so that certain fields are required in certain instances?

Let's say that the average user is just going to send us an email to establish a ticket in the system, for whatever their reason may be (system down, issue trying to do a process...etc).  HOWEVER occasionally we have the need for a more advanced user to come into the system and submit a ticket that is more of an enhancement request.

Our intake process already has a list of dynamic fields defined that are required to be entered by either the support agent or the customer; however, if an enhancement request comes in (Ticket Type Enhancement Request) an entirely different set of fields and values are required.

Is there a way to configure the system so that only certain fields are required in this instance?  Or is there a better way to handle these requests in OTRS?

Best Regards,
Mike

Mike McMahon | protiviti | Robert Half International | Software Engineer II | Direct: 925-913-2124 | Shoretel: x 82124

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