Re: Reg differentiating tickets

You can use dynamic fields for that 
(https://otrs.github.io/doc/manual/admin/stable/en/html/dynamicfields.html#dynamicfields-configuration). 
This should be a dropdown with all the products you sell.

Then you have to activate for several views via SysConfig:
* ViewEmailNew
* ViewPhoneNew
* ViewFreeFields
* ViewZoom

That way you get a dropdown with your products in the ticket creation 
forms to select the product. If you have chosen one of the products, 
you'll see it in the ticket view (zoom) in the ticket information widget 
on the right side. To change it, go to the "free fields" ticket menu...

Kind regards,
Renee

Am 25.08.2016 um 08:22 schrieb Paul Joseph Betha:
> Hello List,
>
>           I'm new to OTRS. This is my question:
>
>   
>
> If my company say 'X'  has sold two products(P1, P2) to another company say
> 'Y'. Now if we are giving support to them and tickets are being raised how
> can I differentiate that a certain ticket belongs to one product not the
> other.
>
>   
>
> Say if a ticket has been associated with the problem of login
> authentication. How can I differentiate whether the ticket belongs to P1 or
> P2 .since both have the same customer name Y
>
>
>
>
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs



-- 
Perl / OTRS development: http://perl-services.de
OTRS AddOn repository: http://opar.perl-services.de

---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs