[otrs] Changing the default value of a dropdown box in the compose screen

[Jan Miczaika]

Hello,

I would like to change the default value of a dropdown box in the 
screen, where an agent composes the response.

In our company the workflow looks like this:

a. The ticket comes in
b. An agent works on it and either sets it to close successful (if the 
problem is solved) or pending auto close+ if we are waiting for 
feedback. The pending date is set to 7 days in advance. If we don't hear 
anything in this time, the ticket is automatically closed.

Right now the default selected value in the dropdown on the Compose 
Answer screen is "open". This forces every agent to make 2-3 additional 
clicks to set it to closed successful or pending auto close+. How can I 
change the default selected value for this dropdown?

Thanks

Jan


-- 
Geschäftsführer / Managing Director
Hitflip Media Trading GmbH
Gürzenichstr. 7, 50667 Köln
www.hitflip.de - new: www.hitflip.co.uk

Tel. +49-(0)221-272407-27
Fax. 0221-272407-22 (that's so 1990s)
HRB 59046, Amtsgericht Köln

Geschäftsführer: Andre Alpar, Jan Miczaika, Gerald Schönbucher