[SOLVED] - Hide SLA Dropdown on Tickets

[retro2707]

Hi,

We are wanting to automatically generate the SLA from the priority/ criticality, this has been setup and is working fine. I would therefore like to hide the SLA dropdown from the agent as it just causes confusion.

I have looked through the sysconfig but cant for the life of me find an option to disable the SLA, and it doesent show up as a dynamic field.

Could anyone help please?

Brendan

[crythias]

hide it from the DTL.
Note that normally, I'd indicate that SLA should remain an independent selection because you can, in theory, reduce the priority once the first contact/assessment is made on the ticket (No, it's not really a 5 because of paper jam/out of toner) but the SLA (Agreed upon time to complete) doesn't necessarily change because the priority (how soon to start/address/assess) changes.

[retro2707]

Ok, its possible at least, thanks.

Go easy with me here, i'm a newcomer to OTRS . I think i found what you mean.

The following code I found is from AgentTicketEmail.dtl

Code: Select all

<!-- dtl:block:TicketSLA -->
                    <label for="SLAID">$Text{"Service Level Agreement"}:</label>
                    <div class="Field">
                        $Data{"SLAStrg"}
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
    $('#SLAID').bind('change', function (Event) {
        Core.AJAX.FormUpdate($('#NewEmailTicket'), 'AJAXUpdate', 'SLAID', ['TypeID', 'Dest', 'NewUserID', 'NewResponsibleID', 'ServiceID', 'NextStateID', 'PriorityID', 'SignKeyID', 'CryptKeyID', 'To', 'Cc', 'Bcc', 'StandardTemplateID' $Data{"DynamicFieldNamesStrg"}]);
    });
//]]></script>
<!--dtl:js_on_document_complete-->
                    </div>
                    <div class="Clear"></div>
<!-- dtl:block:TicketSLA -->

So I basically should just back the file up, comment this out and restart HTTPD?

[crythias]

dtl is processed on demand. No caching, no restart of apache necessary. Any 500 errors are likely syntax errors (you didn't delete enough/you deleted too much, etc.

[retro2707]

crythias.

Fantastic, that does the job perfectly, thanks a lot for your help.