mandatory service in ticket

[bahavar]

hi all
in new phone tickets view i want to make filling the service mandatory.
and i want an ajax message thrown when this field is not filled

can anyone tell me how i can to do this .

thanks in advance

[MichaelR]

afaik it is not possible to enforce it with the current code.

You will need to change some .pm/.dtl's around

You could always just to one service <-> one customer mapping and make 'PossibleNone' (or what ever its called) activated.

That will select the service by default.

[bahavar]

thanks for your help
iv already forced it in my code .pm/.dtl file but i was hoping to get some help on creating an ajax message for it.
and could you help me out i cant find

and make 'PossibleNone' (or what ever its called) activated.

field or anything resembling it.

cheers

[crythias]

you might be able to do it if you get the required css class attached to the field. Render HTML and check To: or another required field.

[bahavar]

Hi,
i was able to solve this issue here's a how to for anyone interested :

first i modified Kernel/Output/HTML/Standard/AgentTicketPhone.dtl and added class="Mandatory" to display a star in front of my service
your Service block should look like this
<!-- dtl:block:TicketService -->
<label class="Mandatory" for="ServiceID"><span class="Marker">*</span>$Text{"Service"}:</label>
<div class="Field">
$Data{"ServiceStrg"}
<div id="ServiceIDError" class="TooltipErrorMessage" ><p>$Text{"This field is required."}</p></div>
<div id="ServiceIDServerError" class="TooltipErrorMessage"><p>$Text{"This field is required."}</p></div>
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
$('#ServiceID').bind('change', function (Event) {
Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'ServiceID', ['NewUserID', 'NewResponsibleID', 'NextStateID', 'PriorityID', 'SLAID', 'SignKeyID', 'CryptKeyID', 'TicketFreeText1', 'TicketFreeText2', 'TicketFreeText3', 'TicketFreeText4', 'TicketFreeText5', 'TicketFreeText6', 'TicketFreeText7', 'TicketFreeText8', 'TicketFreeText9', 'TicketFreeText10', 'TicketFreeText11', 'TicketFreeText12', 'TicketFreeText13', 'TicketFreeText14', 'TicketFreeText15', 'TicketFreeText16', 'To', 'Cc', 'Bcc']);
});
//]]></script>
<!--dtl:js_on_document_complete-->
</div>
<div class="Clear"></div>
<!-- dtl:block:TicketService -->



secondly for the ajax part in your phone tickets you must edit Kernel/Modules/AgentTicketPhone.pm
around line 1750 replace the class with the following line:
Class => 'Validate_Required' . ($Param{Errors}->{ServiceIDInvalid} || ' '),

now your build service string should be like this :

# build service string
if ( $Self->{ConfigObject}->Get('Ticket::Service') ) {
$Param{ServiceStrg} = $Self->{LayoutObject}->BuildSelection(
Data => $Param{Services},
Name => 'ServiceID',
Class => 'Validate_Required' . ($Param{Errors}->{ServiceIDInvalid} || ' '),
SelectedID => $Param{ServiceID},
PossibleNone => 1,
TreeView => $TreeView,
Sort => 'TreeView',
Translation => 0,
Max => 200,
);

now you should have the ajax functionality for new phone tickets for email tickets i imagine you should do something similar.

Thanks for your help

[srivatsatatti]

I followed the above steps it worked perfectly. Later i Changed the field name for Service as Number in language (.pm file). But now i am able to save them as optional (although they displayed as required, i can submit the ticket with them as empty). Any idea...

[bahavar]

Hi,
im not sure exactly what you v done but if you changed the name of the service .you should change it in the configuration iv posted as well.
the mandatory part in : <label class="Mandatory" for="ServiceID"><span class="Marker">*</span>$Text{"Service"}:</label>
is what tells the ticket creation page to put a star on the page it dose not do much else

perhaps if you could share your changes i could of help

Cheers

[guillo]

It works like a charm. Thanks!!

I'll try to do the same with the SLA field.

[guillo]

This solution works also for the SLA field but with one weird thing (At least on OTRS 3.1.12)

On the Service block you'll see something like this:

Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'ServiceID', ['NewUserID', 'NewResponsibleID', 'NextStateID', 'PriorityID', 'SLAID', 'SignKeyID'..... etc

As you can see, 'ServiceID' does not appear again between the [ ]

If you want to do the same with SLA field, you will have to add it. You will endup with something like this:

Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'SLAID', ['NewUserID','ServiceID', 'NewResponsibleID', 'NextStateID', 'PriorityID', 'SLAID', 'SignKeyID',

Weird indeed.

[jad]

Hello Guys,

I've tried to do the exact same on CustomerTicketMessage.dtl And CustomerTicketMessage.pm, but it doesn't work for me

-------------CustomerTicketMessage.dtl-------------------

<!-- dtl:block:TicketService -->
<label class="Mandatory" for="ServiceID"><span class="Marker">*</span>$Text{"Service"}:</label>
<div class="Field">
$Data{"ServiceStrg"}
<div id="ServiceIDError" class="TooltipErrorMessage" ><p>$Text{"This field is required."}</p></div>
<div id="ServiceIDServerError" class="TooltipErrorMessage"><p>$Text{"This field is required."}</p></div>
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
$('#ServiceID').bind('change', function (Event) {
Core.AJAX.FormUpdate($('#NewCustomerTicket'), 'AJAXUpdate', 'ServiceID', ['TypeID', 'Dest', 'PriorityID', 'SLAID', $Data{"DynamicFieldNamesStrg"}]);
});
//]]></script>
<!--dtl:js_on_document_complete-->
</div>
<div class="Clear"></div>
<!-- dtl:block:TicketService -->

------------CustomerTicketMessage.pm------------------

$Param{ServiceStrg} = $Self->{LayoutObject}->BuildSelection(
Data => \%Services,
Name => 'ServiceID',
SelectedID => $Param{ServiceID},
PossibleNone => 1,
TreeView => $TreeView,
Sort => 'TreeView',
Translation => 0,
Max => 200,
Class => "Validate_Required " . ( $Param{Errors}->{ServiceIDInvalid} || '' ),
);
$Self->{LayoutObject}->Block(
Name => 'TicketService',
Data => {
\%Param,
ServiceIDInvalid => $Param{Errors}->{ServiceIDInvalid},
}

);

What am i doing wrong?

Regards,
JAD (*_*)

[dorin]

Hello Jad,

I need to add the following code to CustomerTicketMessage.pm around line 414:

# check service
if (
$Self->{ConfigObject}->Get('Ticket::Service')
&& !$GetParam{ServiceID}
&& !$IsUpload
&& !$GetParam{Expand}
)
{
$Error{TypeIDInvalid} = 'ServerError';
}