Currently, the only place the Owner link for a ticket shows up is when you Zoom a ticket. I'd LOVE not to have to do that extra click to assign a ticket to an agent - I'd like the Owner link to show up as an option from the QueueView. I've looked all through the configuration for OTRS but cannot for the life of figure out how to add it to QueueView.
Anyone had success with this? I'm assuming it's a simple SysConfig change but then again... Any help - points in the right direction, etc. would be greatly appreciated.
Add an OWNER link in QueueView
Moderator: crythias
Re: Add an OWNER link in QueueView
Hello,
You can set the owner of a ticket when you create it, just go to the SysConfig and set Ticket::Frontend::NewOwnerSelection to "Yes". On the other hand, it is not possible to set the owner in the queue view.
I hope this helps!
Regards,
Elva
You can set the owner of a ticket when you create it, just go to the SysConfig and set Ticket::Frontend::NewOwnerSelection to "Yes". On the other hand, it is not possible to set the owner in the queue view.
I hope this helps!
Regards,
Elva
Re: Add an OWNER link in QueueView
Is it not possible at all, or is it just not possible via the regular sysconfig info? Perhaps there's a solution by editing the code?
Re: Add an OWNER link in QueueView
I figured out how to make this work easily:
Open Config Options: Ticket -> Frontend::Agent::Ticket::MenuModulePre
Edit any one of the modules there with the AgentTicketOwner info from Config Options: Ticket -> Frontend::Agent::Ticket::MenuModule
In my case, we do not use the Spam or Delete link, so I modified the Delete link with this info and it works. I still haven't figured out how to do it without using up one of the MenuModulePre items, but so long as you have one link you don't use it's fine.
Open Config Options: Ticket -> Frontend::Agent::Ticket::MenuModulePre
Edit any one of the modules there with the AgentTicketOwner info from Config Options: Ticket -> Frontend::Agent::Ticket::MenuModule
In my case, we do not use the Spam or Delete link, so I modified the Delete link with this info and it works. I still haven't figured out how to do it without using up one of the MenuModulePre items, but so long as you have one link you don't use it's fine.