Configuration queries

[anuragingle]

Hi All,

I am a new user of OTRS and had a few configuration queries.

1. Is there any way to quickly reset OTRS to its original settings?
I made a few changes through the web based SysConfig utility and now want to revert the changes, is there any way to do it quickly and simple?

2. How to make the default queues (junk, misc,postmaster,raw) invisible to all the customers in the new ticket panel?
The customer should not be able to view the default queues, only the new custom queues should be visible

3. Can we have custom drop down list for the Subject Field in the New Ticket panel in the Customer front end?
The custom dropdown lists will be dependend on the queue selected by the customer, so there will be different dropdown lists for each queue.
Is it possible to do this and how?


Thanks

[crythias]

Hi All,

I am a new user of OTRS and had a few configuration queries.

1. Is there any way to quickly reset OTRS to its original settings?
I made a few changes through the web based SysConfig utility and now want to revert the changes, is there any way to do it quickly and simple?

Yes, you can remove/rename the Kernel/Config/Files/ZZZAAuto.pm and ZZZAuto.pm and it will go back to defaults.

2. How to make the default queues (junk, misc,postmaster,raw) invisible to all the customers in the new ticket panel?
The customer should not be able to view the default queues, only the new custom queues should be visible

Change the group associated with the original queues to something else.

3. Can we have custom drop down list for the Subject Field in the New Ticket panel in the Customer front end?
The custom dropdown lists will be dependend on the queue selected by the customer, so there will be different dropdown lists for each queue.
Is it possible to do this and how?

Not by default. Maybe it can be done with my javascript hack: http://forums.otrs.org/viewtopic.php?f=60&t=8032
(hint: You'll need to know some javascript to change option lists, but it's possible, and there's a link in the thread.)

[anuragingle]

thanks crythias

If we cant change the Subject field can we add a new label and a drop down list on the Customer::New Ticket Panel? how?

[crythias]

you can use my hack and use TicketFreeText (read the docs).

[anuragingle]

thanks crythias

our requirements are to have the Customer::NewTicket panel look something like below




I think it would be better to go with a custom template for the NewTicket panel than try to change the default panel