Znuny Open Source Ticketsystem

Hi again qwerty, Ok here is how I do it... I know there is a better way to define how / which selections I want to make, but I have not had time to neaten it up and this works for now. I added the following to the bottom of otrs/Kernel/Output/HTML/Standard/AgentTicketActionCommon.dtl: #Layers <!--dt...

Got it working !!!

Perfectly...

This opens so many new possibilities.

Don't know if they going to love me or hate me at work as I need to add so many other things now

Thanks for pointing me in the right direction !

Hi qwerty I currently show / hide various things based on state and queues (and I am sure any other variable with some changes) for agents using CSS. You can easily show / hide what you need based on Queues Have a look at this: http://forums.otrs.org/viewtopic.php?f=62&t=11461 I don't have acces...

Me again.... Think I found the answer here: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68 4.) Remove state 'closed successful' in all Agent frontend modules, just enable it for a single group of agents. [Kernel/Config.pm] $Self->{TicketAcl}->{'ACL-Name'} = { # match properties Pr...

Where would I set the ACL's? I had a look at this: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=297 Modification', 'Termination'], } }, Possible => { # possible ticket options (white list) Ticket => { State => ['closed successful','closed unsuccessful','closed with workaround','pen...

Hi Crythias,

Thanks for information. Could you perhaps provide me with some more information? Perhaps point me in the right direction ?

Thanks,

Hi again, I am experimenting with adding a couple of additional states. I have a list of about 6 different states. Is there a possibility to link selectable states based on groups? So for example, we have a 'Quality Control' state (state type -> open), but I only want people in the QC group to be ab...

Thanks a lot for the reply.

I will check it out in the morning and report back.

Hi again... I don't know exactly what I am trying to do, but I know what I want. Perhaps someone can point me in the correct direction. We have an admin department and they dont have much experience on OTRS or ticketing systems in general and all they want is an icon on the desktop to double click a...

This is great....

Thanks !!!

On a side note - Is it possible to do something similar to search in the OTRS ticketing system?

Thanks crythias,

As always, your reply is lightning fast and 100% helpful

Regards,

Good day all, I have been playing around with settings and making changes in OTRS and obviously things got kinda messed up a bit. If I put a ticket in a pending reminders state and receive a reply from a customer, changes to a closed state instead of defaulting back to an open state. Please let me k...

Thanks man...

Looks like we posted at the same time....

I got it working.

Thanks for all the assistance...

Would not have been able to do it without you pointing me in the correct direction....

Thanks

WOOOOOHOOOOO !!! I got it !!! I dont know if this is the best way to do it, but it seems to work... Perhaps you know of a better, more elegant way, but this works for me: In Kernel/Output/HTML/Standard/AgentTicketNote.dtl, add <input id="Dest" type="hidden" value="$Data{&quo...

Hi crythias, Thanks for the update. I have been playing around and messing around, etc. I have got a little more details. And possible ways of doing this. But I would need you to help me as I am not to great with the coding etc.. I have found the following: The code I have in Kernel/Output/HTML/Stan...

Another update.... Ok, im starting to get somewhere, I think... If I change code as below, the value in the text field change to "Default". #Layers <!--dtl:js_on_document_complete--> <script type="text/javascript">//<![CDATA[ Core.Agent.TicketAction.Init(); function nonetext() { ...

Hi again... As promised.... Here is the code I have in /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketActionCommon.dtl #Layers <!--dtl:js_on_document_complete--> <script type="text/javascript">//<![CDATA[ Core.Agent.TicketAction.Init(); //above two lines are already there function nonete...

As per the post, at the moment, I am not sure which file to put my code in to active it for agents when they create new notes. So I have the code, which I believe is correct. I just need to know which file to put it in... When I put it at the bottom of Kernel/Output/HTML/Standard/AgentTicketActionCo...

Hi again...

I would like to get it work based on state or queue. Either way will work.

Please can you please look at my last post on http://forums.otrs.org/viewtopic.php?f= ... 549#p44549 and help me get it working.

Thanks,

Thanks for the quick reply crythias, I have been reading and trying to follow: http://forums.otrs.org/viewtopic.php?f=60&t=8032 for the last couple of days... I have actually posted a quested in that post as well, but it is subject to approval from admin so it is not showing up yet. If I can get...

Hi There, I am trying to get this to work for Agents. I have been struggling to get this working for a few days now. I am not sure if what I am doing is correct. I dont even know which dtl file to added it to. I have been trying to add my code to: AgentTicketActionCommon.dtl (AgentTicketNote.dtl) Ag...

Hi All, I am quite new to OTRS setup / configuration and customisation. I need to know how to disply freetext fields based on the state of the ticket. Example: If the state type is 'new' -> display FreeText fields 1 2 3 If the state type is 'open' -> display FreeText fields 4 5 If the state type is ...