[SOLVED] Add Note while Closing Ticket

PriteshP23 · Post by **PriteshP23** » 11 Dec 2014, 13:11

Hello,

When agent close the ticket, there is no message by default. I came to know that we can add predefine message by " Ticket::Frontend::AgentTicketClose###Body". The problem is there are multi notes (predefine message) like double / spam / end communication / etc.

Please have a look at image. I hope i am clear. If you have ANY idea, please let me know.

Thanks in advanced for your input and time.

reneeb · Post by **reneeb** » 11 Dec 2014, 13:17

If you want to close tickets without any additional work, http://opar.perl-services.de/dist/QuickClose might be something for you.

PriteshP23 · Post by **PriteshP23** » 11 Dec 2014, 13:57

@reneeb
I installed it but i don't how to add QuickClose texts by frontend ? Any idea? (May be in admin area / SysConfig)
Many tahnks !

reneeb · Post by **reneeb** » 11 Dec 2014, 14:14

In the admin area, you'll find a link called "QuickClose". It's in the System Settings block.

jojo · Post by **jojo** » 11 Dec 2014, 14:16

Texttemplates are possible in OTRS 4

2014120256000012_-_Close_-_Ticket_-_OTRS_5.png

Post by **crythias** » 11 Dec 2014, 14:39

Or, use a reply with next state closed successfully.

PriteshP23 · Post by **PriteshP23** » 11 Dec 2014, 15:26

@reneeb

In the admin area, you'll find a link called "QuickClose". It's in the System Settings block.

I am sorry but I found 4 results in QuickClose. Can you elaborate please? Do i need to add in Frontend::Module###AgentQuickClose ? Can you give an example to add text "double", please? Have a look at image:
@jojo:

Texttemplates are possible in OTRS 4

I am using OTRS 3.3.6

Thanks !

PriteshP23 · Post by **PriteshP23** » 11 Dec 2014, 15:46

Hello,
I got it in Admin area. Earlier i have searched in SysConfig. Sorry for misunderstanding.

Sorry for disturbing again But now the error while adding the text:

Error Message: ERROR: invalid input syntax for integer: "", SQL: 'INSERT INTO ps_quick_close ([..]

Code: Select all

Backend ERROR: OTRS-CGI-98 Perl: 5.10.1 OS: linux Time: Thu Dec 11 14:38:11 2014 Message: ERROR: invalid input syntax for integer: "", SQL: 'INSERT INTO ps_quick_close (close_name, state_id, body, create_time, create_by, valid_id, article_type_id, change_time, change_by, comments, queue_id, subject, ticket_unlock, owner_id, pending_diff) VALUES (?, ?, ?, '2014-12-11 14:38:11' , ?, ?, ?, '2014-12-11 14:38:11' , ?, ?, ?, ?, ?, ?, ?)' RemoteAddress: 192.168.153.35 RequestURI: /otrs/index.pl Traceback (11798): Module: Kernel::System::QuickClose::QuickCloseAdd (v1.1.1.1) Line: 132 Module: Kernel::Modules::AdminQuickClose::Run (v1.1.1.1) Line: 175 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.6) Line: 871 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

jojo · Post by **jojo** » 11 Dec 2014, 16:29

you should update to OTRS4

reneeb · Post by **reneeb** » 11 Dec 2014, 16:37

@PriteshP23 can you tell me what values you set? I use that addon since several years with no problems... and unfortunately the error message doesn't say anything about values passed to the database.

PriteshP23 · Post by **PriteshP23** » 11 Dec 2014, 16:43

can you tell me what values you set?

reneeb · Post by **reneeb** » 11 Dec 2014, 16:45

Does it work when you leave the "Owner" field blank?

PriteshP23 · Post by **PriteshP23** » 11 Dec 2014, 16:56

No

Same error.
Can you tell what is the objective of this ?
" Unlock Ticket
Tickets are unlocked automatically on 'closed' states: YES/NO"

I am using OTRS 3.3.6 and your addon is for otrs 3.3.5.
I couldn't find for 3.3.6

reneeb · Post by **reneeb** » 11 Dec 2014, 17:27

Strange...

QuickClose 3.3.5 can be used in any OTRS 3.3.x instance.

The name "QuickClose" was chosen for the initial version where tickets were always closed. But some feature requests came in to allow other ticket status as well. So you can say: Set this ticket to a pending state and unlock it.

PriteshP23 · Post by **PriteshP23** » 11 Dec 2014, 18:11

So you can say: Set this ticket to a pending state and unlock it.

So, if i choose Unlock Ticket :
YES => Close Ticket
NO => Pending state and unlock it

Well, If i select YES, it allows to add the text. But I am not sure if it works in SAME manner when we do by click on Close and write by ourself.
After inserting 3 different texts:

Code: Select all

otrs=# select * from ps_quick_close;
 id |    close_name     | comments |      subject      |       body        | state_id | valid_id | queue_id | pending_diff | ticket_unlock | owner_id | article_type_id |     create_time
     | create_by |     change_time     | change_by 
----+-------------------+----------+-------------------+-------------------+----------+----------+----------+--------------+---------------+----------+-----------------+----------------
-----+-----------+---------------------+-----------
  2 | Spam              |          |                   | Spam              |        2 |        1 |        0 |            0 |             1 |        0 |               9 | 2014-12-11 16:0
2:12 |         1 | 2014-12-11 16:02:12 |         1
  3 | End Communication |          | End Communication | End Communication |        2 |        1 |        0 |            0 |             1 |        0 |               9 | 2014-12-11 16:1
0:58 |       361 | 2014-12-11 16:10:58 |       361
  1 | Double            |          | Double            | Double            |        2 |        1 |        0 |            0 |             1 |        0 |               9 | 2014-12-11 15:5
0:03 |         1 | 2014-12-11 16:27:57 |

In other other words, i want to confirm that IF i choose Unlock Ticket: YES in QuickClose, can i have the same functionality as we click on close and its in close successfully state?

reneeb · Post by **reneeb** » 11 Dec 2014, 21:27

You have to choose a state. So, choose "Yes" on "Unlock" and "Closed successful" on "New state".

PriteshP23 · Post by **PriteshP23** » 12 Dec 2014, 10:58

You have to choose a state. So, choose "Yes" on "Unlock" and "Closed successful" on "New state".

@reneeb
That's what i was thinking and did the same. Now, i got solution.

I am grateful to you for your time and avaliability.!

PriteshP23 · Post by **PriteshP23** » 23 Dec 2014, 13:51

@reneeb

There is a problem of Ticket Owner. It keeps the previous person as a Owner of ticket even if other person do QuickClose. How to fix it ?

I enable it: QuickClose::QueueMove

Any idea?

Thanks !

reneeb · Post by **reneeb** » 23 Dec 2014, 16:34

I'll have a look at it next week!

PriteshP23 · Post by **PriteshP23** » 23 Dec 2014, 16:50

@reneeb
Its noted. Thanks a lot.
Merry Xmas !
Enjoy holidays

PriteshP23 · Post by **PriteshP23** » 05 Jan 2015, 19:27

@reneeb

Do you have any updates?

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