How do I add a due date the customer interface?

[kitzingmarko]

Search for "due" or "due date" in the forum is not possible ("due" is ignored ), so here you go:
Is it possible? If yes, how? Why is it missing in the first place? Imho a due date is a pretty important information of a service request, don't you think?

[ferrosti]

This is solved with escalation times and/or services in case you work with ITSM.

[yuri0001]

Try to activate FreeTimeField # don't remember. See in AdminConfig Area with ITSM package installed

[kitzingmarko]

Ok. I've found something in Core::TicketFreeTime. I still have to figure out what all those entries mean etc.
But where do I go from there? A due date field will not simply appear in the CI, won't it? How do I make it manditory?

[kitzingmarko]

This is solved with escalation times and/or services in case you work with ITSM.

I want the customers to be able to specify a due date. The hope is to never run into an escalation

[ferrosti]

Yeah, and what do you think how long it will take until the first customer gives a due date for dates in the past?

I just can give you the advice to solve this with services, which themselves require problem solving times. As soon as your customers see, that they can specify a certain date, they´ll go for ASAP or give you a couple of seconds.

[richydom]

Hello,

in the demo of OTRS (http://www.otrs.com/products/help-desk/online-demo/) it is possible to set an delivery date.
How can I activate this in OTRS/ITSM?

Kind regards,
richydom

[kitzingmarko]

Hello,

in the demo of OTRS (http://www.otrs.com/products/help-desk/online-demo/) it is possible to set an delivery date.
How can I activate this in OTRS/ITSM?

Kind regards,
richydom

Hey, nice find!!
This is exactly what I want! How can this be done?

[kitzingmarko]

Ok, I know how to do it in OTRS 3.1.1.
You have to create a new dynamic field for tickets (Admin -> dynamic fields) of type "Date" with the appropriate options. Then you have to activate the new field for the CI in the SysConfig (Ticket -> Frontend::Customer::Ticket::ViewNew).

[richydom]

There is an easier and better way to show the delivery date.

Ticket -> Frontend::Customer::Ticket::ViewNew -> Ticket::Frontend::CustomerTicketMessage###TicketFreeTime
Set Key 6 with Content 0 = Disabled, 1 = Enabled, 2 = Enabled and required

[yuri0001]

Ok, I know how to do it in OTRS 3.1.1.
You have to create a new dynamic field for tickets (Admin -> dynamic fields) of type "Date" with the appropriate options. Then you have to activate the new field for the CI in the SysConfig (Ticket -> Frontend::Customer::Ticket::ViewNew).

What do you mean CI? ConfigItem or some else?

[kitzingmarko]

There is an easier and better way to show the delivery date.

Ticket -> Frontend::Customer::Ticket::ViewNew -> Ticket::Frontend::CustomerTicketMessage###TicketFreeTime
Set Key 6 with Content 0 = Disabled, 1 = Enabled, 2 = Enabled and required

This way is not available in OTRS 3.1.1, but I've found it in version 3.0.11, which is our current productive version.
So thank you very much, sir!

[kitzingmarko]

What do you mean CI? ConfigItem or some else?

Customer Interface

[kitzingmarko]

There is an easier and better way to show the delivery date.

Ticket -> Frontend::Customer::Ticket::ViewNew -> Ticket::Frontend::CustomerTicketMessage###TicketFreeTime
Set Key 6 with Content 0 = Disabled, 1 = Enabled, 2 = Enabled and required

This way is not available in OTRS 3.1.1, but I've found it in version 3.0.11, which is our current productive version.
So thank you very much, sir!

I managed to make a due date available in the CI and also gave it a meaningful name, but it's only in German. If I switch to English, it's still displayed in German.
Is there a way to provide the system with localized versions of such names?

[richydom]

I managed to make a due date available in the CI and also gave it a meaningful name, but it's only in German. If I switch to English, it's still displayed in German.
Is there a way to provide the system with localized versions of such names?

Try to edit Ticket -> Core::TicketFreeTime -> TicketFreeTimeKey6 (Default: due date)

[kitzingmarko]

I managed to make a due date available in the CI and also gave it a meaningful name, but it's only in German. If I switch to English, it's still displayed in German.
Is there a way to provide the system with localized versions of such names?

Try to edit Ticket -> Core::TicketFreeTime -> TicketFreeTimeKey6 (Default: due date)

That is what I did. But where do I put the translated versions?

[richydom]

I managed to make a due date available in the CI and also gave it a meaningful name, but it's only in German. If I switch to English, it's still displayed in German.
Is there a way to provide the system with localized versions of such names?

Try to edit Ticket -> Core::TicketFreeTime -> TicketFreeTimeKey6 (Default: due date)

That is what I did. But where do I put the translated versions?

Open de_ITSMTicket.pm from folder .../otrs/Kernel/Language and edit the line:

$Self->{Translation}->{'Due date'} = 'Fälligkeitsdatum';

[kitzingmarko]

Open de_ITSMTicket.pm from folder .../otrs/Kernel/Language and edit the line:

$Self->{Translation}->{'Due date'} = 'Fälligkeitsdatum';

Ok, I get the idea. There is probably a file fr_ITSMTicket.pm to store the translation in french etc.
Unfortunatly I don't have access to the source code or the config files.
But thank you anyway, you've been a great help!