OTRS4 - disable article creation feature

[numerouno]

OTRS4 release notes state:
"To see only relevant articles displayed in the ticket and to speed up ticket actions such as submitting a note or changing the ticket owner, you can now configure whether an article should be created or not and when an action is performed within a ticket action screen."

I want to disable article creation for owner update, can anywhere advise where this can be configured in SysConfig.

Thank you.

[Liwh]

Hi numerouno,

Yes, you can disable article creation for a lot of action in OTRS4. In order to disable any article creation (for what action), just go into Ticket -> Frontend::Agent::View... with ... is replaced by the action you want. Then look for the ###Note value and set to No.

For your request, we can do as below:

Code: Select all

Ticket -> Frontend::Agent::Ticket::ViewOwner
	Ticket::Frontend::AgentTicketOwner###Note :  No

Then when you select an owner action, just owner selection part will appear, the Add Article section will disappear.

Hope this help
Liwh

[numerouno]

Thank you Liwh, that was setting I needed.

As i had Ticket::Frontend::NeedAccountedTime enabled it still made article creation mandatory, the only way around it was to disable NeedAccountedTime.