ViewMove : how to set note-exernal as default ?

[StefanoBoccanera]

Hi
I'd like to set the note's default for ViewMove to note-external, but the Config screen doesn't show any field related to this parameter (like ViewNote for example).
How I can to set note-external as default for ViewMove ?

regards

stefano

[jojo]

you can not

[StefanoBoccanera]

Hi jojo

I solved the problem modifying AgentTicketMove module.
Following the code that modifies the note's type from internal to external according to the destination queue.

Code: Select all

# Start customized section 
#         my $searchQueueString = 'RfC-1-Non-Standard,RfC-2-Standard,RfC-3-Hot-Fix,RfC-4-Emergency';
         if ( ($GetParam{DestQueueID} < 12) &&  ($GetParam{DestQueueID} > 7) ) {
            $ArticleID = $Self->{TicketObject}->ArticleCreate(
            TicketID       => $Self->{TicketID},
            ArticleType    => 'note-external',
            SenderType     => 'agent',
            From           => "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>",
            Subject        => $GetParam{Subject},
            Body           => $GetParam{Body},
            MimeType       => $MimeType,
            Charset        => $Self->{LayoutObject}->{UserCharset},
            UserID         => $Self->{UserID},
            HistoryType    => 'AddNote',
            HistoryComment => '%%Move',
            NoAgentNotify  => 1,
        );
# Uncommented following code to trace 
#           my $messageString = "<TRACE 2> <AgentTicketMove> <testing on queue value $GetParam{DestQueueID}>";
#           $Self->{LogObject}->Log(
#                          Priority => 'notice',
#                          Message  => $messageString,
#            );
         }
        else {
        $ArticleID = $Self->{TicketObject}->ArticleCreate(
            TicketID       => $Self->{TicketID},
            ArticleType    => 'note-internal',
            SenderType     => 'agent',
            From           => "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>",
            Subject        => $GetParam{Subject},
            Body           => $GetParam{Body},
            MimeType       => $MimeType,
            Charset        => $Self->{LayoutObject}->{UserCharset},
            UserID         => $Self->{UserID},
            HistoryType    => 'AddNote',
            HistoryComment => '%%Move',
            NoAgentNotify  => 1,
        );
        }
# end customized section 

[jojo]

changing code is always bad as it will be overwritten on next update

[crythias]

Since Queues aren't relevant to Customers, customers generally should not have any knowledge of what happens to a ticket once submitted. It shouldn't matter to a customer anything about how many times or where a ticket moves within your agent side.