Default call type in customer web portal

[Bucko77]

Is it possible to set the default call type to Incident rather than the drop down list so that customers can't change this on new calls created via the web portal?

Thanks
Stephen.

CallTypes.PNG

[crythias]

sure, replace the html markup in the appropriate .dtl with input type="hidden"

[Bucko77]

Apologies for the ignorance but can you elaborate on how I would do this?

Thanks
Stephen.

[crythias]

In Kernel/Output/Standard/CustomerTicketMessage.dtl, there's the code... you should use your own theme http://doc.otrs.org/3.0/en/html/themes.html to make the changes, but...

Code: Select all

<!-- dtl:block:TicketType -->
                <div>
<!--<label for="TicketNumber">$Config{"Ticket::Hook"}</label>
                    <input title="Ticket#" type="text" name="TicketNumber" size="30" value="$QData{"TicketNumber"}" />-->
                    <label for="TypeID">$Text{"Type"}:</label>
                    $Data{"TypeStrg"}
                    <div class="Clear"></div>
                </div>
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
    $('#TypeID').bind('change', function (Event) {
        // make sure the ticket is not yet created on queue change
        $('input#Expand').val(1);
        Core.Form.Validate.DisableValidation($(this).closest('form'));
        $(this).closest('form').submit();
    });
//]]></script>
<!--dtl:js_on_document_complete-->
<!-- dtl:block:TicketType -->

can be reduced to something like

Code: Select all

<input type="hidden" name="TypeID" value="Incident"> 

You should view source on the currently rendered page to make sure the name= and value= make sense from the name and option value you wish to use.

[Bucko77]

Thanks for the information crythias.

Following on from an internal meeting my requirements have changed slightly, is it possible to change the names in the drop down list to something else, eg. Network/Citrix/Printing etc?

Thanks
Stephen.

[crythias]

I suppose, but at that point, I'd use Queues, because they categorize tickets better.

[Bucko77]

Thanks, I will use the Queues option.

I'm struggling a little with setting Incident as the default call type. I've done the following to no avail:
1. Created a folder called Kernel/Output/HTML/myfolder for my theme.
2. Copied Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl to Kernel/Output/HTML/myfolder/CustomerTicketMessage.dtl.
3. I then edited Kernel/Output/HTML/myfolder/CustomerTicketMessage.dtl removing the code in your top code window above and replacing it with the line <input type="hidden" name="TypeID" value="Incident">.
4. I then set my new theme as default but all of the options still appear within Call Type.

Am I missing something? I've viewed the Source Code but I'm still struggling.

Thanks
Stephen.

[crythias]

and set the customer to the new theme?

[Bucko77]

Hi, I'm still struggling with this is you can possibly assist. I think I've set the customer theme correctly if you can confirm where that is set? The code in my CustomerTicketMessage.dtl looks like the below, I know I keep changing my mind but ideally in Call Type I'd like to set items such as Printing, Network, Email and in Queue I'd like to set our branch office names?

I'm ok setting the Queues but I've looked everywhere for the Call Types but haven't had any success.

Thanks
Stephen.

Code: Select all

<div id="MainBox" class="TicketCompose ARIARoleMain">
    <div class="Content">
        <form action="$Env{"CGIHandle"}" method="post" name="compose" enctype="multipart/form-data" class="Validate PreventMultipleSubmits">
            <input type="hidden" name="Action" value="$Env{"Action"}" />
            <input type="hidden" name="Subaction" value="StoreNew" />
            <input type="hidden" name="Expand" id="Expand" value="" />
            <input type="hidden" name="FormID" value="$QData{"FormID"}" />
            <input type="hidden" name="TypeID" value="Incident">
	    <fieldset>

<!-- dtl:block:Queue -->
                <div>
                    <label for="Dest" class="Mandatory">
                        <span class="Marker">*</span>
                        $Text{"To"}:
                    </label>
                    $Data{"ToStrg"}
                    <div id="DestError" class="TooltipErrorMessage" ><p>$Text{"This field is required."}</p></div>
                    <div id="DestServerError" class="TooltipErrorMessage NoJavaScriptMessage$QData{"QueueInvalid"}" ><p>$Text{"This field is required."}</p></div>
                    <div class="Clear"></div>

[StefanoBoccanera]

In Kernel/Output/Standard/CustomerTicketMessage.dtl, there's the code... you should use your own theme http://doc.otrs.org/3.0/en/html/themes.html to make the changes, but...

Code: Select all

<!-- dtl:block:TicketType -->
                <div>
<!--<label for="TicketNumber">$Config{"Ticket::Hook"}</label>
                    <input title="Ticket#" type="text" name="TicketNumber" size="30" value="$QData{"TicketNumber"}" />-->
                    <label for="TypeID">$Text{"Type"}:</label>
                    $Data{"TypeStrg"}
                    <div class="Clear"></div>
                </div>
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
    $('#TypeID').bind('change', function (Event) {
        // make sure the ticket is not yet created on queue change
        $('input#Expand').val(1);
        Core.Form.Validate.DisableValidation($(this).closest('form'));
        $(this).closest('form').submit();
    });
//]]></script>
<!--dtl:js_on_document_complete-->
<!-- dtl:block:TicketType -->

can be reduced to something like

Code: Select all

<input type="hidden" name="TypeID" value="Incident"> 

You should view source on the currently rendered page to make sure the name= and value= make sense from the name and option value you wish to use.

Hi crythias

I have an opposite requirement:

I categorized some request from customer on queue basis, but I would also have ticket type automatically set (and derived) from the queue selected.
I just create my own theme (for customer) and I modified the .dtl file to show the queue selection as first option on the form, and the Ticket Type field following it.

But how I can set automatically the ticket type avoiding a customer selection?

best regards

stefano

[crythias]

http://forums.otrs.org/viewtopic.php?f=60&t=8032#p38990
Type and Dest are more or less interchangeable.

Or use ACLs.