Customer New Ticket - default "Type" and "To"?

[Mothra]

I've seen several similar questions asked before, but not yet seen a solution that works: I'm trying to get the customer interface to OTRS looking a bit more friendly for our external customers, and at the minute, because we're using ITSM, there are four choices (drop-down boxes) they have to make before they can even type the subject of their email.

The only mandatory fields seem to be "Type:" and "To:" and for our customers, there will only ever be one choice for each ("Incident" and "Customer Support", respectively), yet the drop-down list displays "-" until a customer manually selects the right field.

What I'd like to do is have these values already set at default values, and then to hide those two drop-down fields from the UI so the customer never has to see them. Can anyone help?

EDIT: If it requires a code change in the .dtl, a working example would be greatly appreciated.

[crythias]

What I've been proposing has been use input type="hidden" for the values you wish...

First, render the html page for the customer and get the source.
Second, find the values and fields you wish to replace. Take out the pertinent Data/QData entries in the .dtls and replace with rendered html code:
example:

Code: Select all

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

[Mothra]

Thanks, this gets me past the mandatory fields; however, now because these fields are pre-populated, I lose the magic bit where selecting them manually causes the Service drop-down to be populated with the right options. is there a way to do this when the screen first renders?

[mseimys]

Hey, you can set the default values of "Type" and "To" for all customers by modifying:
Ticket -> Frontend::Customer::ModuleRegistration value of CustomerFrontend::Module###CustomerTicketMessage by entering into field "Link" this line: Action=CustomerTicketMessage&Subaction=StoreNew&Expand=1&TypeID=3&Dest=7||Service%20Desk

The TypeID and Dest you can find from rendered customer's page, for example my http://localhost/otrs/customer.pl > "New Ticket" renders to

...

Code: Select all

<select onchange="document.compose.Expand.value='3'; document.compose.submit(); return false;" name="TypeID" id="TypeID"> 
  <option value="">-</option> 
  <option value="3" selected>Incident</option> 
  <option value="5">Incident::Disaster</option> 
  <option value="4">Incident::ServiceRequest</option> 
  <option value="6">Problem</option> 
  <option value="7">Problem::KnownError</option> 
  <option value="8">Problem::PendingRfC</option> 
  <option value="2">RfC</option> 
  <option value="1">default</option> 
</select>

...

Code: Select all

<select name="Dest" onchange="document.compose.Expand.value='3'; document.compose.submit(); return false;"> 
<option value="||-">-</option> 
<option value="3||Junk">Junk</option> 
<option value="4||Misc">Misc</option> 
<option selected value="7||Service Desk">Service Desk</option> 
<option value="1||Postmaster">Postmaster</option> 
<option value="5||Queue1">Queue1</option> 
<option value="2||Raw">Raw</option> 
</select>