Default value for status in activity dialog not used

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aph
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Default value for status in activity dialog not used

Post by aph »

I have defined a default value for field status in an activity dialog, but a different value is shown instead (the first status value in alphabetical order). The default value is accepted for example in new phone ticket dialog and at other places.

Any idea how to resolve this?
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
aph
Znuny superhero
Posts: 646
Joined: 20 Jun 2014, 12:11
Znuny Version: 3.3.9, 4.x, 5.x

Re: Default value for state in activity dialog not used

Post by aph »

I tried not using a default value as in case of the field type which shows '-' and forces the agent to set this field. However, in case of state, the first value in alphabetical order is shown.

I must mention that the default state used here is a custom state of type open. Ticket::Frontend::AgentTicketProcess###StateType is configured to use 'open' states
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
aph
Znuny superhero
Posts: 646
Joined: 20 Jun 2014, 12:11
Znuny Version: 3.3.9, 4.x, 5.x

Re: Default value for status in activity dialog not used

Post by aph »

It worked earlier following this post viewtopic.php?f=62&t=27324

The only change I made was to rename open to Open. I changed the previous value 'open' with the changed value 'Open' it in the activity dialog.

The renamed value 'Open' is correctly accepted as default value for example in new phone ticket screen as mentioned earlier.

Any pointers?
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
aph
Znuny superhero
Posts: 646
Joined: 20 Jun 2014, 12:11
Znuny Version: 3.3.9, 4.x, 5.x

Re: Default value for status in activity dialog not used

Post by aph »

I have to correct myself. I mentioned that it worked earlier according to the post viewtopic.php?f=62&t=27324.
However, when I rolled back the changes I saw that the default value was never accepted. I just did not realize it, since the first state in alphabetical order happened to be a value of type 'open'.

Any idea why the default state is not accepted?
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
aph
Znuny superhero
Posts: 646
Joined: 20 Jun 2014, 12:11
Znuny Version: 3.3.9, 4.x, 5.x

Re: Default value for status in activity dialog not used

Post by aph »

Any ideas on this one?
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
aph
Znuny superhero
Posts: 646
Joined: 20 Jun 2014, 12:11
Znuny Version: 3.3.9, 4.x, 5.x

Re: Default value for status in activity dialog not used

Post by aph »

Is this a bug or am I doing something wrong?
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
aph
Znuny superhero
Posts: 646
Joined: 20 Jun 2014, 12:11
Znuny Version: 3.3.9, 4.x, 5.x

Re: Default value for status in activity dialog not used

Post by aph »

Any pointers on this one. The default value of state configured in the activity dialog doesn't seem to apply
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
crythias
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Re: Default value for status in activity dialog not used

Post by crythias »

note that you may have a conflict between the left side and the right side and case.

If the field displays, it's likely/possible that the Admin/DynamicField default value wins.
If the field does not display, the default value in the ActivityDialog for the field wins.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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aph
Znuny superhero
Posts: 646
Joined: 20 Jun 2014, 12:11
Znuny Version: 3.3.9, 4.x, 5.x

Re: Default value for status in activity dialog not used

Post by aph »

Thanks for the hint :)
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
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