Default Queue in Phone Ticket

[LelikB]

We use only phone tickets in our organization. Queue lookup (To:) is a mandatory field and agents must choose a queue to create ticket. How can I set a default value to this field?

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OTRS 2.4.7 Windows installation

[diginin]

Hi,

We use only phone tickets in our organization. Queue lookup (To:) is a mandatory field and agents must choose a queue to create ticket. How can I set a default value to this field?

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OTRS 2.4.7 Windows installation

Look into the AgentTicketPhone.dtl for an example. Then you can use the value in the example to set a default value in the Form section of the dtl. A similar thing is done with [url="http://faq.otrs.org/otrs/public.pl?Acti ... temID=346=]Service[/url] in this FAQ.

Hope this helps!

[LelikB]

Thank you for answer.
Your issue allows to create a template, that can be used by clicking the button on the top of Phone call page.
I tried to use this code:

Code: Select all

      <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data">
        <input type="hidden" name="Action" value="$Env{"Action"}"/>
        <input type="hidden" name="Subaction" value="StoreNew"/>
        <input type="hidden" name="FormID" value="$QData{"FormID"}"/>
        <input type="hidden" name="ExpandCustomerName" value="2"/>
        <input type="hidden" name="Subject" value="Example Subject11"/>
        <input type="hidden" name="Dest" value="2||Raw"/>
        <input type="hidden" name="Body" value="Name:
        Product:
        Comment:"/>
        <input class="button" type="submit" name="" value="$Text{"Example Template"}"/>
      </form>

We can see value "Raw" in To: field when clicking button "Example Template".

But when I add this line

Code: Select all

	        <input type="hidden" name="Dest" value="2||Raw"/>

to this section:

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            <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="compose">
                <input type="hidden" name="Action" value="$Env{"Action"}"/>
                <input type="hidden" name="Subaction" value="StoreNew"/>
                <input type="hidden" name="FormID" value="$QData{"FormID"}"/>
                <input type="hidden" name="ExpandCustomerName" value="0"/>
                <input type="hidden" name="OwnerAll" value="$QData{"OwnerAll"}"/>
                <input type="hidden" name="ResponsibleAll" value="$QData{"ResponsibleAll"}"/>
                <input type="hidden" name="PreSelectedCustomerUser" value=""/>
	        <input type="hidden" name="Dest" value="2||Raw"/>
                <input type="hidden" name="SelectedCustomerUser" value="$QData{"CustomerUser"}"/>
                <input type="hidden" name="TicketID" value="$QData{"TicketID"}"/>
                <input type="hidden" name="LinkTicketID" value="$QData{"LinkTicketID"}"/>
                <table border="0" width="100%">

then nothing happens after clicking Phone-Ticket button.

Is there an issue to set default value to queue field by clicking Phone-Ticket button without using template button?

[LelikB]

I have found an options in sysconfig that allows to set a default value to Subject and Body fields.
I have set the same option by this string in config.pm:

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$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'Subject'} =  'default subject';

Then I have tried to use similar option to set default value to Dest field:

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$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'Dest'} =  '2||Raw';

When I tried to add a phone ticket, I saw a 'default subject' value in Subject field, but empty value in field To:.

Can I use any other options to set default value in 'Dest' field?