Ticket Type on AgentTicketCompose

[robintayler]

Hi All

Not sure if this should be a feature request, or general help but here goes.

As part of our implementation of OTRS (LOVE IT BY THE WAY) we have a number of Ticket Types defined. Unfortunately my self and my team are a bit lazy when it comes to choosing a ticket type prior to closing the job.

We use the Compose Answer to close our jobs, and I would love to have the ability to enforce a "Ticket Type" option on this page, (or even on a subsequent page after clicking Submit).

I have found the following http://lists.otrs.org/pipermail/otrs/20 ... 24922.html to be almost there, and have indeed attempted to add the:

Code: Select all

 <!-- dtl:block:TicketType -->
          <tr>
            <td class="contentkey">$Text{"Type"}:</td>
            <td class="contentvalue"> $Data{"TypeStrg"}</td>
           </tr>
 <!-- dtl:block:TicketType -->

to the AgentTicketCompose.dtl however it does not display

Being a Perl nobody, I assume that I need to define or atleast call the dtl:block:TicketType somewhere in the page (or atleast let the page know that this block is activated?>?!.? As you can see I really have no idea what I am doing there.

If anyone can give me any help or point me in the right direction I would be MASSIVELY appreciative.

Thanks

Robin

[didawakka]

I'm stuck with a similar issue and would really appreciate some help with this.

Also my PERL talents are rather limited so if someone has a suggestion that will assist me and my organisation that would be great.

Thanks in advance!
Joseph Hernandez

[robintayler]

Thanks Joseph, Glad I am not the only one.

[robintayler]

Hi guys

I am guessing I need to edit the PM files but (bit of a nightmare) I have no idea what I am doing there

Could someone please point me in the right direction.

Essentially I just want to include the "Ticket Type" Drop down box from lets say the Ticket Close page on my Ticket Compose Answer page.

I know the OTRS devs are busy on OTRS 3 but is there anyone else out there who has enough of an idea to help me out on this one.... thanks again

[fnold]

Hi everybody,

We are struggling with exactly the same problem. Most tickets arrive by mail., so no status is defined. I would also highly appreciated that the status can be changed in AgentTicketClose or AgentTicketCOmpose.

Regards

[crythias]

Will this help?

Admin, SysConfig
Config Options: Ticket -> Frontend::Agent::Ticket::ViewClose

Ticket::Frontend::AgentTicketClose###TicketType:
If you want to set the ticket type (Ticket::Type needs to be activated).
(Default: No)

[fnold]

Thanx crythias,
this might help a bit, but most of our tickets are closed by setting the state "closed" during AgentTicketCompose.
I think we will have to disable every option in AgentTicketCompose but the menu "priority" (there the ticket state can be chosen)
Therefore I played around with this ACL:

Code: Select all

$Self->{TicketAcl}->{'ACL-ForceAgentToSetTypeIfTypeIsDefault'} = {
    Properties => {
        Frontend => {
            Action => ['AgentTicketZoom','AgentTicketQueue','AgentTicketViewBulk'],
        },
        Ticket => {
            Type => ['default'],
        }
    },
    PossibleNot => {
        Ticket => {
            State => [
                # state close not allowed
                '[RegExp]^closed',
                '[RegExp]^pending\ auto',
            ],
        },
    },
    Possible => {
        Action => {
            # Everything, but AgentTicketPriority will be disabled
            AgentTicketPriority => 1,
            AgentTicketLock => 0,
            AgentTicketZoom => 0,
            AgentTicketClose => 0,
            AgentTicketPending => 0,
            AgentTicketNote => 0,
            AgentTicketHistory => 0,
            AgentTicketFreeText => 0,
            AgentTicketHistory => 0,
            AgentTicketCompose => 0,
            AgentTicketBounce => 0,
            AgentTicketPrint => 0,
            AgentTicketForward => 0,
            AgentTicketPhone => 0,
            AgentTicketPhoneOutbound => 0,
            AgentTicketMove => 0,
            AgentTicketCustomer => 0,
            AgentTicketOwner => 0,
            AgentTicketResponsible => 0,
            AgentLinkObject => 0,
        },
    },
};

This will force the agent to set the state using "AgentTicketPriority".

[robintayler]

Thanks for the ideas... sadly not really an option for me.... (I have a hard enough time getting the guys to update ticket notes as it is)

Can anyone from the Dev crew let us know if this will be a possibility in OTRS 3.x?

Thanks guys

[crythias]

{content deleted by author}

[georgelazar]

Any update on this? I got the same problem.

[crythias]

A possible workaround:
Use Ticket Free Text instead of Ticket Type.
Part A
Config Options: Ticket -> Core::TicketFreeText
.. pick one...
for the key, call it "Ticket Type"
for the values, list the ticket types.

Part B
Config Options: Ticket -> Frontend::Agent::Ticket::ViewCompose

Ticket::Frontend::AgentTicketCompose###TicketFreeText:
Shown ticket free text options. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
... do you remember the number you chose in TicketFreeText above? ...
change 0 to 1 or 2 (probably 2?) for the TicketFreeText number chosen in Part A

[robintayler]

Thankyou

So obvious once you see it there... and 4 days before 3.0

FreeText Field is my new friend.

[Flore]

Hi there,

is there still no solution for this topic? Maybe in OTRS 4?

Cheers
Flore

[crythias]

@Flore in 3.0 -> 4.0 setting a mandatory DynamicField is a way around this.