Moving a Ticket from Queue[Solved]

[msksharma]

In previous versions of OTRS we were able to move tickets to the same queue (so no move was done at the end). This was useful to change status of tickets, etc. without creating a note message (red internal note).

We would like to have this feature again. Please check if this is possible.

Here a screen shot of what I would like to do. The ticket is already in the queue scr, I would like to move it to scr (keep queue) but change some other status on the ticket.

ChangeQueue.png

[crythias]

You can remove the text field/Body from most interfaces.

[msksharma]

HI,

The problem is i cannot use the same queue. The workaround right now is move to another Queue, make the changes and then move back to the old queue.

We recently upgraded to 3.3.3.

Actually I only want to be albe to change status and other properties of the ticket without creating a note (red internal note) and in the old version this was possible by doing a void move (move to the same queue) and then change the parameters. but this isn't possible anymore.

Please help me out

[crythias]

Actually I only want to be albe to change status and other properties of the ticket without creating a note

Right, so ... disable note part in sysconfig and you can change ...

[msksharma]

Hi,

I am new to OTRS. Could you send me the procedure where i can do this?

Thanks,
Krishna M S

[crythias]

Log into SysConfig as an admin
Click the Admin tab
Click SysConfig in "System Administration" (bottom right)
Click the dropdown list for Actions (left)
Choose "Ticket"

Choose a screen (Frontend::Agent::Ticket:: xxxx)
For instance, ViewFreeText
Make sure State is Yes
Make sure Note is No

Add (Yes) other properties of ticket as desired.
Add fields (DynamicField) as desired

Click Update at the bottom left of the screen

[msksharma]

Hi,

I logged in as admin and went to Frontend::Agent::Ticket::ViewMove

However i do not see the option which you mentioned. But i see this under

Ticket::FrontEnd:AgentTicketMove####Dynamic Field

txTicketNotes 1

Do i need to change this to 0?

Thanks,
Krishna M S

[msksharma]

Hi,

I logged in as admin and went to Frontend::Agent::Ticket::ViewMove

However i do not see the option which you mentioned. But i see this under

Ticket::FrontEnd:AgentTicketMove####Dynamic Field

txTicketNotes 1

Do i need to change this to 0?

Thanks,
Krishna M S

[crythias]

You will not be able to accomplish what you want. I provided an alternate method to do the base level requirement: Make changes without leaving a note. If you're hung up on doing this only through move, I can't help you. Also, it doesn't make any sense to do what you want via the method you choose.

[msksharma]

Hi,

I checked the settings of the following

Ticket -> Frontend::Agent::Ticket::ViewFreeText

Make sure State is Yes
Make sure Note is No

Is there anything else to do?

Please see my attachment.

Thanks,
Krishna M S

[crythias]

Is there anything else to do?

Generally, I'd ask you to determine that for yourself, then ask a question if you couldn't figure out the next step (for instance, clicking FreeText or FreeFields on the TicketZoom), missing fields you'd like to change, etc.

[msksharma]

Hi,

I am a complete newbie to OTRS Admin and this is a request from the end user.

As per your suggestion, i have done the necessary changes. I am not sure if that will solve the problem.

Thanks,
Krishna M S

[msksharma]

Hi,

There are quite a few fields and i see that the following option is present under Frontend::Agent::Ticket::ViewNote

AgentTicketNote####State=Yes

Do we make that to No ?

Please help me out.

Thanks,
Krishna M S

[crythias]

Do we make that to No ?

Please help me out.

Please help me out. If you need it to show on a given screen, it should be yes. If you don't, then no. You're asking questions that don't have answers I can provide because they are custom to your needs.

What I mean to say is: You should ask me a question in the manner of: "I need __________ to happen. I tried ___________ and it does ________ but I need it to do _________"

When you ask me, "Should I do __________?" My reaction is always: Does it make sense for what you're trying to achieve? If so, try it. You won't break anything and you can undo it if it doesn't do what you want.
If it doesn't make sense to do that, then don't do it.

[msksharma]

Hi,

I have a copy of the old version of OTRS which is 3.0.11 and there when i try to Move a ticket, i am able to use the old queue.

Is it possible for you to view my settings remotely and suggest on the fix?

Thanks,
Krishna M S

[crythias]

when i try to Move a ticket, i am able to use the old queue.

Is it possible for you to view my settings remotely and suggest on the fix?

No. As stated previously, you're using the wrong screen to accomplish the task of:

change status and other properties of the ticket without creating a note (red internal note)

We recently upgraded to 3.3.3.

http://screencast.com/t/sEscvpD3T

[msksharma]

Hi,

Thanks a lot for your support. It works now. Even my end user is quite happy.

How can i close this?

Thanks,

Krishna M S

[crythias]

Edit the first post and put [Solved] in the title/subject. or do nothing... up to you.