In Note: udpate to Type or Owner changes State automatically

[jemmerich]

Hello!

I have following issue:

- a new note is added
- there is no new default state (as I set in the SysConfig)
- if now an update is made to either the ticket Type or a new Owner one can see a short refresh (a small animation next to these fields) and the ticket State changes for the first available one in the list
- text in the Note itself or updates to Dynamic Fiesl does not have this effect.

Any ideas how to prevent this?

Cheers!

Joerg

[jemmerich]

Shrort update/correction

It happens with Dynamic Fields as well. Seems to be driven by the field type, i.e. if it is a change to a drop-down or multiselect field type.

[rb0206]

I have got the same problem. Even if i change the ticket-typ field in Free Text Area, the Ticket-Status is changed to. It is set automatically to the first status in status field.

Can anyone help me!

[crythias]

I understand what you encounter you don't like, but what is the problem?

What is it doing that is incorrect?

[rb0206]

Hallo,

thanks for your reply. The problem is, that ich only want to change the Ticket-Typ but if I do that, the listbox of Ticket-Status reload and switch from '-' to the first entry. So i have to change the Status after changing the Typ. If i forgot that, the ticket got the wrong status.

[crythias]

What screen?

[rb0206]

Frontend::Agent::Ticket::ViewFreeText

[crythias]

What version of OTRS?

You can manipulate the dtl to not update ticket type (remove the options from the dtl) or you can perhaps remove the ticket type from that screen via sysconfig.)

[rb0206]

We use OTRS 3.1.7. I need the Ticket-Typ and the Tickat-Staus in that Screen. What should ich change or remove in the dtl-file?

[crythias]

What should ich change or remove in the dtl-file?

Interfaces such as AgentTicketFreeText use AgentTicketCommon.dtl.

In AgentTicketCommon.dtl, every field that has dependent fields (check ACL on change, for instance) has a javascript bind to change, such as:

Code: Select all

110	<script type="text/javascript">//<![CDATA[
111	    $('#ServiceID').bind('change', function (Event) {
112	        Core.AJAX.FormUpdate($('#Compose'), 'AJAXUpdate', 'ServiceID', [ 'TypeID', 'SLAID', 'NewOwnerID', 'OldOwnerID', 'NewResponsibleID', 'NewStateID', 'NewPriorityID', $Data{"DynamicFieldNamesStrg"} ]);
113	    });
114	//]]></script>

What it means, in this specific instance, is that when ServiceID is changed, TypeID -- and SLAID, NewOwnerID, etc -- are also updated and checked against, for instance, ACL and valid values are enabled.

What *THAT* means to you is that if you have a field that you'd like to change that will NOT affect TypeID, you will need to remove TypeID from that field's bind/change list. This is a global change, though. ALL forms using AgentTicketCommon will no longer update TypeID's list to a valid range when changing *that field*. If you understand this, go for it.