Type Form in a reply

[ssanna]

Hello, how can i add the type form to assign a definied ticket type when i reply to a ticket? I've this settings on the older version but not now.
At the moment the only way to assign a type to a ticket is do first from free fields menu and then go to the reply.
Thanks for your help.

[crythias]

In my opinion, "Type" isn't an attribute that makes sense to change on a reply. The way OTRS uses it, especially in ITSM, it should rarely need to be changed, as it has specific meaning that doesn't necessarily apply to your custom usage.

(use a dynamic field for this).

[ssanna]

Yes you're right it's a value that don't need to be change, but when a user create a ticket by email the ticket have default type not defined and the help desk user need to be change not only when close, but if he reply to tocket and close at the same time, he need to set also the type, don't you think?
thanks.

[crythias]

but when a user create a ticket by email the ticket have default type not defined and the help desk user need to be change not only when close, but if he reply to tocket and close at the same time, he need to set also the type, don't you think?

Depends on why you use type. If you use queue like type, or service like type, that may make better sense.

Or set a better default type in email in PostmasterFilter.

[ssanna]

The type is used for additional information of a ticket and in details when i need to use a report i know how many ticket are generated with a specified type.
Hope this help.
Thanks.

[crythias]

The type is used for additional information of a ticket and in details when i need to use a report i know how many ticket are generated with a specified type.
Hope this help.

I figured that's what you use it for. I just mean to say there are other, better fields to use for that purpose than type, especially in the need for making the selection mandatory.

[ssanna]

Fileds that i can simply add in a reply? where? Thanks.

[crythias]

What version are you using? The summary answer is to enabled TicketFreeText (<=3.0) or Dynamic Fields (>=3.1) in the screen you wish.

[ssanna]

Great! I've found the way, i've upgrade to 3.2.5 and now all is more much simple with the Dynamic Fields, thanks for your help!!
I've another question, i've set this new Dynamic Fields with a dropdown form and many values with a default that i need to set as invalid value, it could be possible to take mandatory the Dynamic Fiels but not accept the default value? Thanks again.

[ssanna]

Can someone help me about my lat post?
Thanks.

[crythias]

I don't know if making the default entry in the dynamic field with a blank key equivalent to the answer, but it is what I would try first.

[ssanna]

But the key cannot be empty, if you mean this.

[ssanna]

You're right!! As usual
I've set the "-" as a value of the Deault key and has worked.
Really appreciated.
Thanks.