Problem description:

Most CTI-Systems have the possibility to call a script or url which includes the phone number of the caller to open a new ticket for the customer. OTRS offers the possibility to preset field values via parameters in the url. So our goal is to build an url which contains the phone number of the received call and open a new phone ticket in otrs.

Presetting the customer search field via an url parameter

In the following example a internal phone numer (3132) is transferred to the "From"-Field and a otrs searches for a customer within the customer table.

http://<server>/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&ExpandCustomerName=1&From=3132
 

Presetting values of additional fields via url parameters

If you want to set other values via url parameters the key "&Subaction=StoreNew" must always be part of the url. In the following sample the body is filled with the value "Serversystem".

http://<server>/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&Body=Serversystem

Overview of the field names:

• Subject --> Fieldname: Subject
• Queue --> Fieldname: Dest

The Destination must be entered in the following syntax: Queue_ID||Queuename . For example Dest=6||SecondLevelSupport

The number 6 is the id of the queue within the database table "queue".

• Body --> Fieldname: Body
• Next Ticket State --> Fieldname: NextStateID
• Priority --> Fieldname: PriorityID

The priority id is listet in the field id in the database table "ticket_priority"

Presetting values of Freetext-Fields:

The presetting is for example possible for the following keys:

• From TicketFreeText1 to TicketFreeText16
• From TicketFreeKey1 to TicketFreeKey16
• From ArticleFreeText1 to ArticleFreeText16
• From ArticleFreeKey1 to ArticleFreeKey16

A sample for presetting of freetext-fields via the url :

http://<server>/otrs/index.pl?Action=AgentTicketPhone&TicketFreeText8=Serversystem