Agent custom ticket operations & static value of field

[Marwain]

Hello,

I have 2 questions (as usual).

The first one is concerning operating with tickets. There are many things you can do with a ticket - change priority, move to another queue etc. Is there a way to create own popup form containing some chosen specific fields? The case would be just to click one operation, where priority change, service selection and these things would pop up.

The second one is: I have succesfully get to work LDAP with AD. There is created a mapping to fields. The case would be to set one of the fields (in this case CustomerID) to a static value - not to bind it to any field from LDAP. The point is the OTRS is running for just one company which I'd like to have set to static value as CustomerID, so they're able to see each other's tickets.

Thanks in advance for any help.

[rdquiterio]

Hi;

Did you get some feedback for the first question?

I'm asking the same question right now.

Regards.

[crythias]

You can, for instance, change "Note" to do almost all of that. Ticket -> Frontend::Agent::Ticket::ViewNote
If you want to Move and note ...
Ticket -> Frontend::Agent::Ticket::ViewMove
change dropdown to new window and enable other entries.

In fact, you can make multiple operations available on most interfaces.

[rdquiterio]

Thanks for your time;
What we actually want to do is:

1. change the queue
2. change de owner
3. in some cases, change also the responsible

these 3 actios in one screen, if possible.

I understand how to enable the responsible and owner fields changing Ticket -> Frontend::Agent::Ticket::ViewNote parameters, but i don't see how no enable the queue field on the Note screen (for example).

Am I missing something?
Thanks.

[crythias]

You can't change owner and queue at the same, though in both responsible and owner, you can enable the other, but not queue.

[rdquiterio]

So, the feature I am asking for has always to be done in 2 actions/screens?

Can this limitation be overriden by code? Other sugestion?

Thank you very much.

[crythias]

So, the feature I am asking for has always to be done in 2 actions/screens?

Yes, unless you want to use a generic agent to do it.

Can this limitation be overriden by code? Other sugestion?

It's possible, though it depends on different paths.

But, let's say a ticket arrives in the email bucket (Main or Raw). The moment I as agent touch it to reply or lock, it's *mine*. The next step might be to move it to a queue I control.
If I'm a dispatcher, I might own the ticket, set a responsible, and not worry about the queue.
If I'm not involved with the ticket at all, but I have to assign it (?) well, that becomes a bit more of a hassle.
If I could do anything to get the computer to know what queue belongs to the ticket, I'd try to do that.

[rdquiterio]

You can't change owner and queue at the same, though in both responsible and owner, you can enable the other, but not queue.

2 Questions, pls.

First, regarding the Move Queue:
I noticed that I can change Queue and Owner with the Move Queue Screen. Is there a way of placing the Responsible field in this screen?

Second, regarding Ticket::ResponsibleAutoSet ("Automatically sets the owner of a ticket as the responsible for it ") :
When using the Move Queue Screen and setting a new owner, the responsible does not become equal to the owner I choose but equal to the agent who is moving the ticket. Is there a contradiction here or a misunderstanding of mine?

Thanks

[crythias]

the responsible does not become equal to the owner I choose but equal to the agent who is moving the ticket. Is there a contradiction here or a misunderstanding of mine?

Probably because the responsible is set to the owner who is moving the ticket not the destination owner.