Editing AgentTicketCompose.dtl

[rmaul]

Hello,
I am trying to edit my AgentTicketCompose.dtl file according with what my boss required. I could remove succefully a few fields that i dont want displayed but i am having alot of problems to remove the field:

Article Type -> My agents should not be able to select anything (External or internal), in fact i want this field gone from visualization. but if i remove the $Data{"ArticleTypesStrg"} it gives me an error: Need ArticleType or ArticleTypeID!
Ive checked the sysconfig AgentTicketCompose and it has the email-external and email-internal options there but i couldnt find where to remove it from the screen.
Anything i am missing ?
I also would appreciate if there is any link to a tutorial on editing DTL for customization. Ialways try to find my way around sysconfig before i edit anything in the code itself, but i cant always find what i want.
Thank you in adivice. I hope u guys can help me with this.

-- Rita

[crythias]

if it's required, it needs to be added. (even if it's a type="hidden" field) Note that you will really want to reconsider hiding the selection of external or internal. You can, of course, choose what is available in the field from SysConfig.

Internal means: agents can talk about a ticket without it showing on the customer's web portal. If you're not using the customer web portal, it doesn't matter.
External means: agents can leave a note (without correspondence) so that a customer can see it in the web portal.

I don't know what version you're using (please tell us).

[rmaul]

Hello crythias,
We do use the web interface here for everything. The DTL im trying to edit is the one when you reply to a customer from the ticket zoom page. Hidden would work fine, i just dont want my agents to be able to select anything. I want a clean window where all they have to do is type the anwser and send it. The other fields i was able to comment out with a simple <!-- --> but this field wont let me do it .

Thank you in advice !!

[crythias]

I realize you want to hide the entry, and using input type="hidden" value="email-external" for the field should work.

Note that if you do this, you can't use the reply function to talk to, for example, a vendor or department head, "behind the scenes" so the customer can't see it.

A good example is to Reply to a manager (-internal) saying, "hey, what's going on with this ticket? I thought we weren't going to do this anymore." -- Diplomatically, this might not be optimal to show on the customer side, but now there's no ability to hide it.
Another is to Reply to a vendor (-internal) saying, "What's the status/cost of this item?"

[rmaul]

Thank you for your support crythias. I will run your conserns with my boss and see what he thinks about it. However if its a internal note, cant it be done by the Note tool ?
Thank you again.

[crythias]

Notes don't get *sent*.

[RStraub]

Well, you could activate the Inform Agent feature (and also the note) for the "Free Fields" button.

That way you can add an internal note and (kind of) *send* the note to other agents.

[rmaul]

He decided he dosent want the notes sent for now. I got one last question tho, how to i prevent my agents from closing tickets ? Only my supervisors can close the tickets, not regular agents.
Thank you again guys.

[RStraub]

That would be an ACL:

Match properties:
User ->
Group_rw ->
[List of groups that aren't allowed to close tickets]
Change Settings:
Possible ->
Action ->
Disallow AgentTicketClose


EDIT:
That matching might lead to problems if your supervisor is in the same groups than then regular workers.
You might want to use a negative lookaround regexp:
[regexp]^((?!.*(group_of_your_supervisor)).*)$

[crythias]

or just group on agent ticket close Frontend::Module###AgentTicketClose

[rmaul]

Sorry, i didnt understand what u mean by group on agent ticket close. Care to explain a little more please crythias ? Thank you very much in adivice.
Edit:
I already have a supervisors group and role set up on even a diferent queue than my regular agents. But i cant find the place u mention to add it.

[crythias]

find it in sysconfig. Module Registration.

[rmaul]

Thank you crythias, that worked flawless !! I really appreciate all the help i get from you !