Queue selection within "reply" form

[marty210578]

Currently when a ticket/mail arrives in OTRS it is by default assigned to a predefined queue.
You then start to work on the ticket and via the Ticket Zoom you move it to a corresponding queue.

I was thinking and received also a wish from within our organization to shorten the handling steps.
Most of the time when you work on a case you "reply" or forward a ticket, Why wouldn't it then be easier if you could select the desired queue within the "reply form"

I looked a bit around and tried some coding but for some reason the fields are not populated from the database, while in other DTL files with the same code the fields are being retrieved from the database.

The DTl to change is : AgentTicketCompose.dtl
I took the coding from the phoneticket as in that form you will see a pulldown menu for queue selection.

Failed coding:

Code: Select all

<label for="Dest"><span class="Marker">*</span> $Text{"To queue"}:</label>
                    <div class="Field">
                        $Data{"ToStrg"}
         <!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
    $('#Dest').bind('change', function (Event) {
        Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'Dest', ['NewUserID', 'NewResponsibleID', 'NextStateID', 'PriorityID', 'ServiceID', 'SLAID', 'SignKeyID', 'CryptKeyID', 'TicketFreeText1', 'TicketFreeText2', 'TicketFreeText3', 'TicketFreeText4', 'TicketFreeText5', 'TicketFreeText6', 'TicketFreeText7', 'TicketFreeText8', 'TicketFreeText9', 'TicketFreeText10', 'TicketFreeText11', 'TicketFreeText12', 'TicketFreeText13', 'TicketFreeText14', 'TicketFreeText15', 'TicketFreeText16', 'To', 'Cc', 'Bcc']);
    });
//]]></script>
<!--dtl:js_on_document_complete-->
                    </div>
                    <div class="Clear"></div>

Then i thought let's shorten the code a bit
Failed code 2:

Code: Select all

<label>$Text{"Queue"}:</label>
                    <div class="Field">
		         $Data{"ToStrg"}
                    <div class="Clear"></div>

The only result i get is a text : queue but not a pulldown menu with the queue names.
Do i need to add a "include" ?? Am i missing something what prevents the queue's to be displayed?

any help or direction is highly appreciated.
Kind regards

[marty210578]

I found out that i need to edit the AgentTicketCompose.pm in order to retrieve the required fields...

Doing my best. keep update and again help or direction would be highly appreciated:)

[zuckerbaeckerin]

Hey,

You tried in german, I'll try in english (:
Why don't you use the TicketMove Dropdown? Just two klicks an your ticket moved to another queue.