[SOLVED] Dispatch menu and screen

[jodp]

Hi,

When a customer mails an incident, a ticket is created in OTRS in the inbox queue. Any agent can pick it up and assign the Owner and move to the correct Queue and so on. I would like to make this first respons a bit more uniform to all agents. My idea is to make a new menu item called dispatch which would show a window where an Agent has to fill in :

- Queue (mandatory)
- Owner
- Priority (mandatory)
- Category (whixh is a FreeTextfield we created)

As this screen does not exists (nor the menu) in the default setup of our OTRS, is it possible to create this and if yes, how ?

Thanks,

Jo.

[crythias]

change Queue from drop down to window, set fields as mandatory in the screen.

[jojo]

whats your OTRS version?

[jodp]

OTRS version is 3.2.3

[jodp]

crythias´ solution was simple and effective. Thanks !
I went into Sysconfig to Frontend::Agent::Ticket::ViewMove
and change from Popup to NewWindow

[jodp]

change Queue from drop down to window, set fields as mandatory in the screen.

Just one more question. It seems that enabling the screen was the solution, but I can't find to make Priority mandatory.
For each of my new tickets (picked up by email) the priority is empty (which is good) but I need to make this field mandatory
Where can I do this ?

Thanks,

Jo

[crythias]

Assuming most tickets are normal priority, do you really insist on setting it?

[jodp]

Priority is a well defined indicator for our helpdesk staff, it is more than a flag.
Our SLA's with business depts depend on it, so it has to be set carefully by our supporting staff.
Therefore, it is a good thing that the priority is empty when a ticket is opened. When it is made mandatory, I ask the helpdesker (myself included) to think twice about it.
Some solutions suggest to make a new field, such as 'thiscompaniespriority', but I don't see a point doing this when a perfect priority field exists.
I only don't know how to make it mandatory when I am in the Tichet::ViewMove screen...

[crythias]

Our SLA's with business depts depend on it,

Then you should be using SLA for SLA and priority for priority.

Priority is about how strong you feel you need to order your tickets "today", but SLA is when the ticket must be done. They don't have to be linked. You can have a 5 day SLA and not do anything for 4 days, now change the priority but the SLA doesn't change.

The priority isn't "empty" ever. It's always 3 normal (or whatever you set as the default priority).
Yes, you can edit the .dtl to make priority mandatory by changing the CSS of the field, but (imo) what you really want is to mandatory set Service and SLA.