[dev] Re: [otrs] Standard Types and Queues
Laurent Minost
lminost at denyall.com
Mon Oct 8 16:50:01 GMT 2007
Hi,
Sure ! :)
This is now some few days I did this modification so I can't remember
well which files were modified so :
- you will find attached modified dtl and pm for OTRS v2.2.2 Customer's
frontend, just do a diff with the original OTRS 2.2.2 dist files or with
your already customized files, it will give you my own modifications (
and maybe other modifications about other things, my OTRS is far from
the original 2.2.2 by now ...)
- if you think there is something missing, don't hesitate to contact me
back, I will check again the code to find all needed modifications.
Have fun.
Best regards,
Laurent Minost
Luis Wong a écrit :
>
> *I have this exactly same problem. Can you please share your code
> modifications?*
>
>
> *Thank you,*
>
>
> *Luis*
>
>
> * *
>
>
> *[otrs] Standard Types and Queues*
>
> *Laurent Minost* lminost at denyall.com
> <mailto:otrs%40otrs.org?Subject=%5Botrs%5D%20Standard%20Types%20and%20Queues&In-Reply-To=01b801c7f5e2%24d71d63b0%248e04a8c0%40nettezza>
> /Thu Sep 13 11:07:33 GMT 2007/
>
> * Previous message: [otrs] Standard Types and Queues
> <http://lists.otrs.org/pipermail/otrs/2007-September/020313.html>
> * Next message: [otrs] Standard Types and Queues
> <http://lists.otrs.org/pipermail/otrs/2007-September/020316.html>
> * *Messages sorted by:* [ date ]
> <http://lists.otrs.org/pipermail/otrs/2007-September/date.html#20314>
> [ thread ]
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> [ subject ]
> <http://lists.otrs.org/pipermail/otrs/2007-September/subject.html#20314>
> [ author ]
> <http://lists.otrs.org/pipermail/otrs/2007-September/author.html#20314>
>
>
> ------------------------------------------------------------------------
>
> Hi Gabriele,
>
>
>
> Thanks for your answer.
>
>
>
> This parameter CustomerPanelOwnSelection allows to set Queues for which
>
> Customers will have access through drop-down menu but it doesn't permit
>
> me :
>
> - to set the default queue
>
> - to avoid having this default queue set to '-' which is hard coded and
>
> added when drop-down menu is displayed
>
>
>
> That's why I did some modifications on the code :(
>
>
>
> Best regards,
>
>
>
> Laurent MINOST
>
>
>
> Le jeudi 13 septembre 2007 à 10:48 +0200, Gabriele D'Andrea a écrit :
>
>>/ > i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we/
>
>>/ > mostly use Telephone Tickets ) have the same Type ( "Problem" ) and/
>
>>/ > go the same Queue. But in OTRS the preselcetion for those Fileds is/
>
>>/ > "-" and you have to Click on "Problem" and the right Queue. /
>
>>/ Look if there are some options to insert default values in SysConfig/
>
>>/ -> Ticket -> Frontend::Agent::Ticket::ViewPhoneNew/
>
>>/ /
>
>>/ > I was having the same problem with Customer frontend, when creating/
>
>>/ a /
>
>>/ > new ticket, default queue needs to be selected and we use only/
>
>>/ one.../
>
>>/ /
>
>>/ In SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewNew edit the/
>
>>/ following option inserting the queue you want your customers to use /
>
>>/ /
>
>>/ CustomerPanelOwnSelection: /
>
>>/ Here you can insert the Queues, which the customer can select in the/
>
>>/ Customer-Interface. /
>
>>/ Etichetta/
>
>>/ /
>
>>/ Content/
>
>>/ /
>
>>/ /
>
>>/ /
>
>>/ /
>
>>/ /
>
>>/ /
>
>>/ /
>
>>/ Hope this helps/
>
>>/ Gabriele/
>
>>/ ----- Original Message ----- /
>
>>/ From: Laurent Minost /
>
>>/ To: User questions and discussions about OTRS.org /
>
>>/ Sent: Wednesday, September 12, 2007 2:19 PM/
>
>>/ Subject: Re: [otrs] Standard Types and Queues/
>
>>/ /
>
>>/ /
>
>>/ /
>
>>/ Hi,/
>
>>/ /
>
>>/ I was having the same problem with Customer frontend, when/
>
>>/ creating a new ticket, default queue needs to be selected and/
>
>>/ we use only one.../
>
>>/ Didn't find a solution so I modified source code for it to/
>
>>/ avoid adding "-" entry. Maybe it's the same for you./
>
>>/ If you find a solution or modify the code, I will be/
>
>>/ interested by your final resolution :)/
>
>>/ /
>
>>/ Thanks./
>
>>/ /
>
>>/ BR,/
>
>>/ /
>
>>/ Laurent MINOST/
>
>>/ /
>
>>/ /
>
>>/ Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas/
>
>>/ a écrit : /
>
>>/ /
>
>>/ > Hallo! /
>
>>/ > i want to Speed up the Ticket Typing Procedure.. Most/
>
>>/ > Tickets ( we mostly use Telephone Tickets ) have the same/
>
>>/ > Type ( "Problem" ) and go the same Queue. But in OTRS the/
>
>>/ > preselcetion for those Fileds is "-" and you have to Click/
>
>>/ > on "Problem" and the right Queue. /
>
>>/ > Is there a way set Standard Values for those Fileds? /
>
>>/ > I cant find Anything in Sysconfig... /
>
>>/ > Thank You! /
>
>>/ > Freundliche Grüße /
>
>>/ > /
>
>>/ > i. A. Thomas Büchling /
>
>>/ > Praktikant / IT-Services /
>
>>/ > /
>
>>/ > Tel +49 (0)561/ 4991 -125 /
>
>>/ > Fax +49 (0)561/ 4991 -93125 /
>
>>/ > thomas_buechling at rudolph-log.de <http://lists.otrs.org/cgi-bin/listinfo/otrs> /
>
>>/ > http://www.rudolph-log.de /
>
>>/ > http://www.logeon.net /
>
>>/ > -------------------------------------- /
>
>>/ > Rudolph Logistik Gruppe /
>
>>/ > -------------------------------------- /
>
>>/ > Rudolph Holding GmbH /
>
>>/ > Harzweg 10 /
>
>>/ > D 34225 Baunatal /
>
>>/ > /
>
>>/ > Amtsgericht Kassel HRB 6548 /
>
>>/ > Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten/
>
>>/ > Rudolph, Peter Malkomeß /
>
>>/ > ------------------------------------- /
>
>>/ > Abonnieren Sie unseren Newsletter RudolphREPORT unter/
>
>>/ > http://www.rudolph-log.de/aktuelles/aktuelles.cfm /
>
>>/ > /
>
>>/ > /
>
>>/ /
>
>>/ /
>
>>/ /
>
>>/ ______________________________________________________________/
>
>>/ /
>
>>/ _______________________________________________/
>
>>/ OTRS mailing list: otrs - Webpage: http://otrs.org//
>
>>/ Archive: http://lists.otrs.org/pipermail/otrs/
>
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>
>>/ => http://www.otrs.com//
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>
> Luis Wong V.
> Gerente Tecnico
> //electro////COM// /*/banda ancha/*/
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-------------- next part --------------
# --
# CustomerTicketMessage.dtl - provides HTML form for customer message
# Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/
# --
# $Id: CustomerTicketMessage.dtl,v 1.10 2007/06/18 09:33:57 martin Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (GPL). If you
# did not receive this file, see http://www.gnu.org/licenses/gpl.txt.
# --
<!-- start form -->
<script language="JavaScript" type="text/javascript">
<!--
function submit_compose() {
if (document.compose.Subject.value == "") {
alert('$JSText{"A message should have a subject!"}');
document.compose.Subject.focus();
return false;
}
else if (document.compose.Body.value == "") {
alert('$JSText{"A message should have a body!"}');
document.compose.Body.focus();
return false;
}
<!-- dtl:block:TicketFreeTextCheckJs -->
else if (document.compose.$Data{"TicketFreeTextField"}.value == "") {
alert('$JSText{"A required field is:"} ' + document.compose.$Data{"TicketFreeKeyField"}.value + '!');
document.compose.$Data{"TicketFreeTextField"}.focus();
return false;
}
<!-- dtl:block:TicketFreeTextCheckJs -->
else {
return true;
}
}
//-->
</script>
<table border="0" width="100%" cellspacing="0" cellpadding="3">
<tr>
<td class="mainhead">
$Env{"Box0"}$Text{"new ticket"}$Env{"Box1"}
</td>
</tr>
<tr>
<td class="mainbody">
<br>
<table border="0" width="900" align="center" cellspacing="0" cellpadding="4">
<tr>
<td colspan="2" class="contenthead">$Text{"Options"}</td>
</tr>
<tr>
<td class="contentbody">
<form action="$Env{"CGIHandle"}" method="post" name="compose" enctype="multipart/form-data">
<input type="hidden" name="Action" value="$Env{"Action"}">
<input type="hidden" name="Subaction" value="StoreNew">
<input type="hidden" name="Expand" value="">
<input type="hidden" name="FormID" value="$QData{"FormID"}">
<table border="0">
<!-- dtl:block:TicketType -->
<tr>
<td class="contentkey">$Text{"Type"}:</td>
<td class="contentvalue"> $Data{"TypeStrg"}</td>
</tr>
<!-- dtl:block:TicketType -->
<tr>
<td width="15%" class="contentkey">$Text{"To"}:</td>
<td width="85%" class="contentvalue">
$Data{"ToStrg"}
<font color="red" size="-2">$Text{"$Data{"Queue invalid"}"}</font>
</td>
</tr>
#
<tr>
<td class="contentkey">$Text{"Cc"}:</td>
<td class="contentvalue">
<input type="text" name="Cc" value="" size="70">
<font color="red" size="-2">$Text{"$Data{"Cc invalid"}"}</font>
</td>
</tr>
# <tr>
# <td class="contentkey">$Text{"Bcc"}:</td>
# <td class="contentvalue">
# <input type="text" name="Bcc" value="" size="70">
# <font color="red" size="-2">$Text{"$Data{"Bcc invalid"}"}</font>
# </td>
# </tr>
#
<tr>
<td class="contentkey">$Text{"Subject"}:</td>
<td class="contentvalue">
<input type="text" name="Subject" value="$QData{"Subject"}" size="70">
<font color="red" size="-2">$Text{"$Data{"Subject invalid"}"}</font>
</td>
</tr>
<!-- dtl:block:TicketService -->
<tr>
<td class="contentkey">$Text{"Service"}:</td>
<td class="contentvalue"> $Data{"ServiceStrg"}</td>
</tr>
<!-- dtl:block:TicketService -->
<!-- dtl:block:TicketSLA -->
<tr>
<td class="contentkey">$Text{"SLA"}:</td>
<td class="contentvalue"> $Data{"SLAStrg"}</td>
</tr>
<!-- dtl:block:TicketSLA -->
<tr>
<td class="contentkey">$Text{"Text"}:</td>
<td class="contentvalue">
<textarea name="Body" rows="15" cols="$Config{"Ticket::Frontend::TextAreaNote"}" wrap="$Env{"BrowserWrap"}">$QData{"Body"}</textarea>
<font color="red" size="-2">$Text{"$Data{"Body invalid"}"}</font>
</td>
</tr>
<tr>
<td class="contentkey">$Text{"Attachment"}:</td>
<td class="contentvalue">
<table cellspacing="0" cellpadding="0" width="400">
<!-- dtl:block:Attachment -->
<tr>
<td>$QData{"Filename"}</td>
<td>$QData{"Filesize"}</td>
<td align="right">
<input class="button" type="submit" name="AttachmentDelete$QData{"FileID"}" value="$Text{"Delete"}">
</td>
</tr>
<!-- dtl:block:Attachment -->
<tr>
<td colspan="2"><input name="file_upload" type="file" size="40" class="fixed"></td>
<td align="right">
<input class="button" type="submit" name="AttachmentUpload" value="$Text{"Attach"}">
<a name="attachment"></a>
</td>
</tr>
</table>
</td>
</tr>
<!-- dtl:block:Priority -->
<tr>
<td class="contentkey">$Text{"Priority"}:</td>
<td class="contentvalue"> $Data{"PriorityStrg"}</td>
</tr>
<!-- dtl:block:Priority -->
<!-- dtl:block:FreeText -->
<tr>
<td class="contentkey">$Data{"TicketFreeKeyField"}:</td>
<td class="contentvalue">$Data{"TicketFreeTextField"}</td>
</tr>
<!-- dtl:block:FreeText -->
# <tr>
# <td class="contentkey">$Data{"TicketFreeKeyField1"}:</td>
# <td class="contentvalue">$Data{"TicketFreeTextField1"}</td>
# </tr>
# <tr>
# <td class="contentkey">$Data{"TicketFreeKeyField2"}:</td>
# <td class="contentvalue">$Data{"TicketFreeTextField2"}</td>
# </tr>
# <tr>
# <td class="contentkey">$Data{"TicketFreeKeyField3"}:</td>
# <td class="contentvalue">$Data{"TicketFreeTextField3"}</td>
# </tr>
# <tr>
# <td class="contentkey">$Data{"TicketFreeKeyField4"}:</td>
# <td class="contentvalue">$Data{"TicketFreeTextField4"}</td>
# </tr>
<!-- dtl:block:FreeTime -->
<tr>
<td class="contentkey">$Text{"$QData{"TicketFreeTimeKey"}"}:</td>
<td class="contentvalue">$Data{"TicketFreeTime"}</td>
</tr>
<!-- dtl:block:FreeTime -->
# <tr>
# <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey1"}"}:</td>
# <td class="contentvalue">$Data{"TicketFreeTime1"}</td>
# </tr>
# <tr>
# <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey2"}"}:</td>
# <td class="contentvalue">$Data{"TicketFreeTime2"}</td>
# </tr>
</table>
</td>
</tr>
<tr>
<td class="contentfooter">
<input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();">
</td>
</tr>
</table>
</form>
<br>
</td>
</tr>
</table>
<!-- end form -->
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