Customer Portal - New Ticket Default Values

[Gunz]

Hi, this quesiton has been asked before however I didn't understand the answers that were given. I'm hoping there's a straight forward, easy way to achieve this

When a customer uses the Customer Portal to open a new ticket, I'd like to add default values in the "Type" and "To" drop down options rather than the current "-". This should make this form a little more user friendly.

Is there an easy way to do this?

Thanks in advance!

[Gunz]

bump... anyone? I would really appreciate some assistance with this...

Thanks Wayne

[Mothra]

The most straighforward and easy way is the one already described - tell me which particular part you did not follow and I'll see if I can help.

[Gunz]

I didn't understand any of it to be honest.

However, I thought I would try to use the input type="hidden" option that Crythias proposed.

I only have one queue set up - IT Assistance. When customers create a new ticket using the Customer panel, new ticket option, I want all tickets to go to this queue (i.e."IT Assistance").

In the CustomerTicketMessage.dtl I replaced this code:

<tr>
<td width="15%" class="contentkey">$Text{"To"}:</td>
<td width="85%" class="contentvalue">
$Data{"ToStrg"}
<font color="red" size="-2">$Text{"$Data{"Queue invalid"}"}</font> </td>
</tr>

with...

<tr>
<input type="hidden" name="ToStrg" value="IT Assistance"/>
</tr>

And it didn't work.

Could anyone give me the correct code syntax to hide the option but default the value to "IT Assistance"???

[crythias]

I knew I did this before ... http://forums.otrs.org/viewtopic.php?f=62&t=4830#p25069

Render the HTML to get the code.

don't forget <td> in HTML but you don't need it.

Edit Config Settings in Ticket -> Frontend::Customer::Ticket::ViewNew
CustomerPanelOwnSelection

At least this reduces the drop down.

CustomerGroups also reduce the queues available, but on a permissions level.

and then if you want to force it in the .dtl ...

This is the relevant part of "View Source" of the customer.pl new ticket page:
<select name="Dest" id="Dest" class="Validate_RequiredDropdown " >
<option value="||-">-</option>
<option value="3||Junk">Junk</option>
<option value="4||Misc">Misc</option>
<option value="1||Postmaster">Postmaster</option>
<option value="2||Raw">Raw</option>
</select>

It appears "Dest" is the "To" and the values ... So replace
<tr>
<td width="15%" class="contentkey">$Text{"To"}:</td>
<td width="85%" class="contentvalue">
$Data{"ToStrg"}
<font color="red" size="-2">$Text{"$Data{"Queue invalid"}"}</font> </td>
</tr>

with
<tr><td><input type="hidden" name="Dest" value="2||Raw" /></td><td>&nbps;</td></tr>

I haven't tried it, but it appears to me that the 2|| is redundant to the QueueName. Don't quote me on this.

[Gunz]

Crythias,

Thank you for the detailed answer. I REALLY appreciate the effort to which you've gone in assisting me with this issue.

Cheers!
Wayne