Ignore blank body text when changing owner

[jackmojo]

Currently, you MUST put text in the body of a message when assigning a ticket to a new agent. I found the AgentTicketPhone.dtl file and removed the items that checked for the body, so the pop-up message is gone, but something else is still checking the body and returning an "* invalid* item below the body.

What else do I have to change to get the tool to ignore the message body when assigning a ticket to an agent? It's ok to require the body in other areas, I just don't want my people to be bothered by it when trying to assign tickets.

[elvanov]

Hello,

Please go to the SysConfig and do one of the following:

- If you want to keep the possibility to add a note when you change the owner of a ticket, define a default body for such note in
Ticket::Frontend::AgentTicketOwner###Body

- If you don't want to add a note at all when you change the owner of a ticket, set Ticket::Frontend::AgentTicketOwner###Note to "No".

I hope this helps!

Regards,
Elva

[linux_steve]

Great, that worked for me!

Is it possible to use variables here?

<OTRS_CURRENT_UserFirstname> doesnt seem to work.

[elvanov]

Hello,

It is not possible to use the OTRS special variables there, whenever it is accomplishable, you will find a note in the module.

Regards,
Elva