Add fields to the default ticket template

[Varsas]

Hi.

First I do apologise for asking this. It has been asked and answered before, but I can't seem to get previous solutions to work.

I would like to add some fields to the default ticket template. If that's not possible, to have the existing 'new phone ticket' button on the nav bar open a template, if that's not possible to add a button to the nav bar (not menu bar) that points to a link. I do not want to add a new ticket type to the 'tickets' list. I know how to do this.

I haven't found anything that suggests you can alter the blank ticket template, so I assume this isn't possible.

IF THAT CAN'T BE DONE....

I thought I would just modify my nav bar button to point to a URL that triggers a ticket template.

I have already successfully modified my 'new e-mail ticket' button by going into:

Frontend::Module###AgentTicketQueue

and altering the 'name' and 'link'. This works fine.

Doing this for the 'new phone ticket' button does not work. I can change the name, but not where it points to. I am trying to go to:

https://otrs.ssvc.com/otrs/index.pl?Act ... ||Sat%20TV (pasting this into a browser does what I want)

so I have modified the 'link' to:

Action=AgentTicketPhone&Subaction=StoreNew&ExpandCustomerName=2&TypeID=2&CustomerUser=SatTV&ServiceID=24&Dest=36%7C%7CSat%20TV

this doesn't seem to do anything though, it still points to the old location. Do I need to modify it somewhere else as well?

IF THAT CAN'T BE DONE....

I found this:
http://lists.otrs.org/pipermail/otrs/20 ... 20952.html

which suggests I can add buttons to the OTRS nav button. That would be fine. I'm not sure where to make the changes though. I thought you had to edit \opt\otrs\kernel\config\files\222auto.pm to do this?

Thanks in advance for any help.

[RStraub]

Your question seems to be written in some kind of programming language with all that if clauses

So what is your first question? You want to add fields (dynamic fields?) to the default ticket template (phone? mail?)?

You don't need to modify the NavBar to do that. Just create the fields you want in the Admin view and add them under:

SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewPhoneNew (or Email).

[Varsas]

Hi.

Ah! Just been playing and that looks like it'll do what I want.

So I'll do that, and then make the fields show up in the "Change ITSM fields" (to let people change them after the ticket has been created) area and that'll do what I want!

Thanks.