Add Service/SLA to AgentTicketCompose

[datablitz7]

Dear Community,

This is something that has me stumped for a long time now. Our system is fed by 3 mail accounts, and therefore most of our emails are created automatically by incoming mail. Through the ticket's life-cycle, most of the time we just reply by email and eventually close the ticket using another reply, meaning that SLA/Service selection has to be done explicitly through another process (AddITSMFields, Close, Note, etc). This can result in tickets not having a Service/SLA assigned through the life-cyle (we are human after all), which then in turn makes escalations and statistics inaccurate.

What I would like to achieve, is to have a way of adding Service and SLA (even Type if possible) selection to the AgentTicketCompose screen, so as to always be sure that my agents will set it for every ticket. Making it mandatory would be a welcome bonus.

I have found a nice hack on the OTRS FAQ (http://faq.otrs.org/otrs/public.pl?Acti ... ItemID=380) to add it to PhoneNew and EmailNew, but my non-existant programming knowledge has not allowed me to tailor the same functionality on the TicketCompose screen.

[crythias]

Don't forget that Queues can have Escalations as well, so if you want to take that route...

[datablitz7]

Unfortunately, and despite your best efforts , we have been forced to go with customer based queues, so that will not work.

[crythias]

Unfortunately, and despite your best efforts, we have been forced to go with customer based queues, so that will not work.

Been forced ... heh. okay. well, what can I say? :) You've found another reason not to use customer based queues :).

[datablitz7]

So, it can't be done?

I have tried adding this to my AgentTicketCompose.dtl, but nothing changes...

Code: Select all

<!-- dtl:block:TicketService -->
                    <label class="Mandatory" for="ServiceID"><span class="Marker">*</span> $Text{"Service"}:</label>
                        <div class="Field">
                            $Data{"ServiceStrg"}
                            <div id="ServiceIDServerError" class="TooltipErrorMessage"><p>$Text{"Service invalid."}</p></div>
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
        $('#ServiceID').addClass('Validate_Required');
        $('#ServiceID').bind('change', function (Event) {
            Core.AJAX.FormUpdate($('#ComposeTicket'), 'AJAXUpdate', 'ServiceID', ['SLAID', $Data{"DynamicFieldNamesStrg"} ]);
        });
<!--dtl:js_on_document_complete-->
                     </div>
                     <div class="Clear"></div>
<!-- dtl:block:TicketService -->

<!-- dtl:block:TicketSLA -->
                  <label class="Mandatory" for="SLAID"><span class="Marker">*</span> $Text{"Service Level Agreement"}:</label>
                     <div class="Field">
                          $Data{"SLAStrg"}
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
      $('#SLAID').addClass('Validate_Required');
      $('#SLAID').bind('change', function (Event) {
          Core.AJAX.FormUpdate($('#ComposeTicket'), 'AJAXUpdate', 'SLAID', [ $Data{"DynamicFieldNamesStrg"} ]);
       });
<!--dtl:js_on_document_complete-->
                    </div>
                    <div class="Clear"></div>
<!-- dtl:block:TicketSLA -->

Any help will be appreciated.

[artturi]

I was about to ask about this possibility and found this article.

I would also welcome the suggested improvement. Is there hope to see that in next version of otrs ?

Regards,

Mikael

[jojo]

you can change it via AgentTicketCommon (like FreeText and Note). So I don't see a need in the compose screen

[datablitz7]

Jojo thanks for your answer, however I'm not entirely sure what you mean.

I know I can have this option in "Note" or "AddITSMFields" etc, however it is not guaranteed that an Agent will go in there in the life of a ticket. It is however guaranteed that an Agent will compose at least one response to each ticket, hence the need to have these parameters in the Compose screen.

[jojo]

on a ticket which is created by email typically this needs to be catigorized and priorized, so he should go to a screen which allows this

[datablitz7]

Dear Jojo, you are absolutely right that they "should", however that does not mean they "will". This is why I'm trying to make these essential fields appear on the one place they definitely will go to.

Is this technically possible. It sounds like something that should be easily configurable, but sadly it's not.

[crythias]

Also, and this is just my opinion, it doesn't make sense that every action enables the ability to change the service and SLA. This really should be not changeable (in general) and what you're asking makes it either mandatory changeable each entry (?) or completely ignorable even if presented.

[datablitz7]

Well I would like it to be mandatory changeable to a populated value, which is what I have done with some DynamicFields I'm using. Service/SLA are set to an empty value by default, meaning once a value is selected, it will never again require change.

[jojo]

it is not possible without coing for template and module and not suggested to do this.(There are even users never writing answers to the customer or needing the SLA before sending out an answer)