Change Ticket Type upon reply

[rwoeke]

Ive noticed its possible to force an agent to provide a TicketType if they close a ticket by enabling this setting Ticket::Frontend::AgentTicketClose###TicketType = Yes

I was wondering if there is not a way to force the agents to select a TicketType upon replying on the ticket.

eg: Ticket::Frontend::AgentTicketReply###TicketType

I know you can change it under "Additional ITSM Fields" but I need to force my agents to choose a Type.

Really hope this is available.

Regards

[Daniel Obee]

You could alter the .dtl to not set the given ticketType as default. Since Type is a mandatory field this should do the trick.

Greets
Dan

[rwoeke]

Thanks for the prompt response.

Can you please be more specific where this .dtl can be located

Your help is greatly appreciated

[ferrosti]

$OTRS_HOME/Kernel/Output/HTML/Standard

[rwoeke]

This DTL is new to me, and Im still not sure what to do.

Do I have to look at the AgentTicketActionCommon.dtl or AgentTicketCompose.dtl?

Im still not sure what I should do?

Many thanks

[rwoeke]

Hi.

Your assistance will be greatly appreciated . I'm still sitting with this issue.

thanks

[crythias]

Yes, Daniel/tisar has the right idea.
First determine the screen you're on, then edit the accompanying dtl file. you might put a javascript assigning TypeId value to "" or "-" or whatever "-" is supposed to be, but then again, if you are so reliant on ticket Type, perhaps you might rethink whether you need it vs a queue designation.

[rwoeke]

If I look at the template page AgentTicketActionCommon.dtl, the code below is used to display the type field when an Agent Closes a Ticket.

Code: Select all

<!-- dtl:block:Type -->
                <label class="Mandatory" for="TypeID"><span class="Marker">*</span>$Text{"Type"}:</label>
                <div class="Field">
                    $Data{"TypeStrg"}
                    <div id="TypeIDError" class="TooltipErrorMessage"><p>$Text{"This field is required."}</p></div>
                    <div id="TypeIDServerError" class="TooltipErrorMessage"><p>$Text{"This field is required."}</p></div>
                </div>
                <div class="Clear"></div>
<!-- dtl:block:Type -->

Now If I Copy the abovementioned Code in the AgentTicketCompose.dtl ,which is the template that is being used when an Agent Replies, Nothing happens.

Am I missing something here? *blush*

I currently have one queue, but would like to break the type of queries up into categories for reporting purposes.

[crythias]

See, that's why multiple queues are as useful as types.
Queues are, as I've explained it, categories of tickets that allow agents who are able to answer those tickets to be a part of the group for that queue.

So, if the Queue is called ChangeMe (or Raw), you can have a Queue called "Maintenance" or "Printing" or "Maintenance" with a subqueue of "Electrical" (Maintenance::Electrical).
but even if the type is mandatory, if it's already chosen (default), making the field mandatory won't make any difference, because it's already filled, so you *must* make the Type field invalid on load of the form, in order for it to be mandatory to be changed.

[rwoeke]

Thanks, Ive now looked at rather using the sub-queues and it will work for Us.

I come out of an environment where we worked with one queue that is categorized per type. This approach will work just as well.