SLA and Serivce pre-fill

[sldsld]

Does anyone know the code to set these fields automatically, I know they are reliant upon user.
I could use a default user for the time being then this would be reset before ticket creation is selected.

I am trying to reduce the time spent in creating some of our phone created tickets by having fast templates whereby the issue is exactly the same each time except for the location.

e.g I want this simple 4 step process

create new phone ticket button
select user
add location to description
create ticket

As this would greatly reduce the time for our agents when creating some of our tickets.


Any help would be greatly appreciated thankyou.

[crythias]

Normally, the answer is to use a queue instead.

[sldsld]

A template ticket that jut jumps straight into a que ? How is this achieved .

Also thanks for your reply as noone replied to my last post regarding a similar issue.

[crythias]

more simple than that. The queue has all the information that a service has. If you don't use a service, use a queue.

[sldsld]

Although I am required to use a service and SLA as we need summary statistics at the end of each month or can this also be achieved with queues?

[crythias]

Although I am required to use a service and SLA as we need summary statistics at the end of each month or can this also be achieved with queues?

I don't know what report it is, so I can't answer.

If you need to populate a service and SLA, you can attache a javascript to the bottom of the DTL to fill the form.

[sldsld]

Ok a java script sounds good although this will need to be different dependent upon each template selected.

So when you say put it at the bottom of the whole dtl won't it have to detect each type of template accordingly along with being compatible with otrs perl, easier said than done do you have an example of this please?.

[sldsld]

I have tried this piece of javascript to attempt a default username for now

Code: Select all

<script type="text/javascript">
        function autofill(FromCustomer)
        {
            var cust = document.getElementById("FromCustomer");
	    FromCustomerField.value = FromCustomer;
            var service = document.getElementById("ServiceID");
            var sla = document.getElementById("SLAID");
	    var create = document.getElementById("submitRichtext"); 
            create.click();
        }

	autofill("Default");
        
</script>

But it doesn't seem to work at all?

Any help on perl compatible javascript or pointing out where I have gone wrong would be greatly appreciated.

[reneeb]

Code: Select all

            var cust = document.getElementById("FromCustomer");
       FromCustomerField.value = FromCustomer;

What is FromCustomerField?

To prefill customer data is more complex. Search the HTML source for "hidden" fields with "Customer" in its name...

[sldsld]

Ok but what I really want to achieve is a prefill on SLA and service so would I really need to prefill customer in the first place?

Thankyou.

[crythias]

You can't really do what you want unless the service and SLA is a default Service and SLA (applicable to everyone)

If you change customers, the service and SLA might disappear otherwise.

What you want needs to be handled through a queue and you need to figure out the reporting or you just have to assign a service/sla manually.

[sldsld]

The queue decides the sla and service which will be the same for all customers but different for each queue.

Can I achieve this methodology?

[crythias]

The queue decides the sla

That much I can say for sure. The "service" is the queue.

[sldsld]

Ok so I am still at square one when the queue is selected how do I reflect this by autofilling sla and service any jscript examples would be greatly appreciated!