Change state when use a determinated Template to reply

[serambca]

Hi to everyone,

I would like when I reply with a determinated Template on a ticket, the predefined new state is for example: Pending Auto Close+.

Is it possible?

Regards,

[reneeb]

Not with standard OTRS, so development is needed.

So you have basically four options:

1) Develop it on your own. If you know some javascript and the solution doesn't have to be very flexible this might not be too complicated for you.
2) Wait if someone posts code in this forum
3) Buy one of the existing commercial solutions: If you are a Business Solution customer of xxx, you should have access to an addon. I have a commercial addon for that as well.
4) Hire someone

If you want to do it on your own, you have to change the template for AgentTicketCompose:

Code: Select all

[% WRAPPER JSOnDocumentComplete %]
<script type="text/javascript">//<![CDATA[
    var TemplateID = get_TemplateID_from_URL(); // there's a JQuery plugin to get query params, but you can do it manually as well
    if ( TemplateID == 5 ) {         // replace "5" with your template id
        $('#NextStateID').val(3);  // replace "3" with the needed state id
        $('#NextStateID').trigger('redraw.InputFields'); // needed for the Modernize dropdrowns
    }
    //]]></script>
[% END %]

[wurzel]

Hi,

xxx (otrs.com) provides a AddOn for this "State Pre Selection"

Florian