How to set Template choice to required

[legajer]

Hello,

how do i set the choice of a template when creating an new email ticket to Required or mandatory.

An agent has 4 language choices, but it must be a mandatory choice.

i can't find a setting for this. I also looked in Core::Ticket.

Any help is appreciated.

Thanks!

[reneeb]

Is the "language choice" a dynamic field? Then you can set the value to "2" in the SysConfig option <screen>###DynamicField (where <screen> is the name of the screen where the dynamic field appears)

[legajer]

Hi,

no it's not a DynamicField.
It's the choice for the StandardTemplateID, so you can choose between some standard answer text which then is pre-filled in the email which will be send.

setrequired.PNG

Maybe i was not clear enough, sorry for that.

[legajer]

Bump

Anyone?

Thanks!

[root]

Is it possible that this is a feature from an add on?

[reneeb]

@root: No that is a standard feature

@legajer: You could change the template:

Change in AgentTicketPhone.tt from

Code: Select all

                    <label for="StandardTemplateID">[% Translate("Text Template") | html %]:</label>
                    <div class="Field">
                        [% Data.StandardTemplateStrg %]
                        <p class="FieldExplanation">[% Translate("Setting a template will overwrite any text or attachment.") %]</p>
</div>

to

Code: Select all

                    <label for="StandardTemplateID" class="Mandatory"><span class="Marker">*</span> [% Translate("Text Template") | html %]:</label>
                    <div class="Field">
                        [% Data.StandardTemplateStrg %]
                        <p class="FieldExplanation">[% Translate("Setting a template will overwrite any text or attachment.") %]</p>
</div>

But this will just check with javascript. This is no server side validation that a template was chosen... And what happens if you have a queue without templates?

[legajer]

Thank you Renee,

i will test this tomorrow.
We now only use this system internally, so only agents will create a ticket.
There are just 2 queues and for both the same templates will be used.
I only made Create a new Email Ticket available.

So even if a incoming call is made, an agent will create a New Email Ticket.

Thanks i will report back here.

Kind regards,
Jerry

[root]

@root: No that is a standard feature

@reneeb: I've searched in the wrong module - would be better for me to read the details

[legajer]

Hello,

had to do a little search first.
I found AgentTicketEmail.tt in Kernel/Output/HTML/Templates/Standard

In fact only the first line had to be altered of that piece of the script.
So thank you for this.
It is working

Up to the next step.

Kind regards,
Jerry