Link Ticket not available in phone ticket - Agent interface

[res5it]

Hi all... I'm new in OTRS so I need your help guys.
I'm have Admin rw privileges so I'm able to see " Link Ticket" link in new phone ticket. But every body else as agents cannot see this link, the only way I can make them see the link is by adding RW privileges to Admin group ,but this is not acceptable, I don't want Agents to be admins. Can someone help me whit this please ?
I'm using OTRS v 3.0.9, not upgraded to 3.0.10 yet, first I want to resolve this issue.

Thanks in advance

[crythias]

Use a different group than admin but still give rw permissions to the agent for the group. assign the queue to the new group.

[res5it]

Hi crythias, thank you for replying first of all,

I think we all ready have this kind of set up like you have mentioned, We have lets say group TEST , agents have RW permissions in group TEST and their queue is TEST, but still there is no "Link Ticket" or "Customers" in new phone ticket form. Far as we tested, the only way we can get this hyperlinks is when no more no less, we add the agent RW permissions to the Admin group of OTRS. Please help, it is very important to make it possible to link the ticket to some asset or another ticket when opening new phone ticket.

Thank you

[yuri0001]

Hi!
You need enable Ticket::Frontend::MenuModule###320-Link in SysConfig in Ticket -> Frontend::Agent::Ticket::MenuModule

[res5it]

HI yuri0001, thank you for your reply

This setting you have mentioned is for all ready opened tickets,
We need to get this hyperlink "Link Ticket" and "Customer" when Agent that is NOT ADMIN and try to open new phone ticket.
Here is an screenshot of ADMIN interface and we need to get the same to to AGENT interface that is has not RW privileges to admin group in otrs.

Thank you , waiting for any suggestions

[yuri0001]

Hi!
Try to add -rw rights to agent in group "user". In my installation, after it the hyperlink "Link ticket" appeared in interface of non-admin user-agent.
Sorry for bad English.

[res5it]

Thank you for the reply yuri0001,

Yes, this actually works, now we have "Link Ticket" and "Customers" hyperlink in the new phone ticket menu ,
but creates another problem, Agents now have Customers tab in the main menu of OTRS and can edit them , we don't want that...
The Any suggestion now ?

[jojo]

check and adjust the module registrations!

[yuri0001]

Probably you can try to edit a sequential .dtl file which create the output for this screen. I'm not a programmer. If you do it, pls wrote about results.

[yuri0001]

check and adjust the module registrations!

Which module, tell me if not too much trouble!

[jojo]

Please check: Frontend::Module###AgentLinkObject

[yuri0001]

Please check: Frontend::Module###AgentLinkObject

This is my Frontend::Module###AgentLinkObject param.

Param_LinkObject.png

What changes should I make to reach while agent create the NewPhoneTicket and must have a hyperlink to the linking ticket to an object, but do not have a link to the customer search/update as

Post by res5it » 21 Sep 2011, 14:02

Yes, this actually works, now we have "Link Ticket" and "Customers" hyperlink in the new phone ticket menu ,
but creates another problem, Agents now have Customers tab in the main menu of OTRS and can edit them , we don't want that...

[jojo]

I also checked it a lot deeper now. It seems that the groups user and admin are hardcoded. Please file a bug via http://bugs.otrs.org

[res5it]

We find the solution somehow.. Here is what you need to do to enable this feature for the Agents without been Admins or edit Customers:

Change settings Frontend::Module###AdminCustomerUser in SysConfig --> Framework--> Frontend::Admin::ModuleRegistration
as it's shown in attached picture.

Thank you all for replying and helping us

Best Regards

[yuri0001]

Thanks for all who help discover this feature!
Tomorrow I'd try to realize it

[yuri0001]

Hi!
I'll tried this. Really, item "Customer" now don't present in agents NavBar, but it presented in Options in NewPhoneTicket screen - it's not good for me!
Any suggestions?

[res5it]

Hi!
I'll tried this. Really, item "Customer" now don't present in agents NavBar, but it presented in Options in NewPhoneTicket screen - it's not good for me!
Any suggestions?

First of all, you should now that hyperlink "Customer" can only see the customer, not edit them . But if you still have issues with it, here is a solution:

Edit this file:

otrs/Kernel/Output/HTML/Standard/AgentTicketPhone.dtl

Tab this:

# <a href="#" id="OptionCustomer">[ $Text{"Customer"} ]</a>

Hope this helps

Regards

[yuri0001]

Hi!
Thanks for reply!
In my configuration this button in this place gives to agent possibility to create new customer.(Now in test I use DB Backend). If I only click the customer string in opened Customer screen this customer substituted in From field, but the "Add new customer" button available.

About your suggestion for changes in AgentTicketPhone.dtl file - seems you are right!

One question pls.
This changes I would make in original otrs/Kernel/Output/HTML/Standard/AgentTicketPhone.dtl or in copy of this file in the custom folder?

[res5it]

Hi!
Thanks for reply!
In my configuration this button in this place gives to agent possibility to create new customer.(Now in test I use DB Backend). If I only click the customer string in opened Customer screen this customer substituted in From field, but the "Add new customer" button available.

About your suggestion for changes in AgentTicketPhone.dtl file - seems you are right!

One question pls.
This changes I would make in original otrs/Kernel/Output/HTML/Standard/AgentTicketPhone.dtl or in copy of this file in the custom folder?

If you are useing custom folders for your company yes, if not , edit "Standard".

Regards

[yuri0001]

O.K.!
All is fine!
Thank you very much!

[res5it]

O.K.!
All is fine!
Thank you very much!

No problem, you're welcome

Regards

[shostakovich]

AgentTicketEmail btw is alright. Reason for the issue: AgentTicketPhone.pm checks if you're privileged to use the customer frontend.

Code: Select all

    my $OptionCustomer = $Self->{LayoutObject}->Permission(
        Action => 'AdminCustomerUser',
        Type   => 'rw',
    );

It's the condition for if it shows the customer link or if it doesn't. Unfortunately in case if it doesn't does also prevent the "Link Ticket" to be shown. Simply, because there's an "if ($OptionCustomer) {" which is too greedy.

I'll report a bug and show the fix.

EDIT: http://bugs.otrs.org/show_bug.cgi?id=8109