[otrs] Standard Types and Queues
Laurent Minost
lminost at denyall.com
Thu Sep 13 14:51:31 GMT 2007
Hi,
We're using OTRS 2.2.2 and I have just checked again to be sure, with
only one queue defined on CustomerPanelOwnSelection, drop-down menu on
NewTicket page of customer's frontend is displaying a '-' selected by
default. It is needed to choose the right queue, then page is refreshed
and queue is selected.
BR,
Laurent MINOST
Le jeudi 13 septembre 2007 à 13:52 +0200, Gabriele D'Andrea a écrit :
> Which version of OTRS are you using?
> I'm using OTRS v. 2.1.7
> We want our users to insert ticket in the 1st level queue, and not in
> other queues. Since there's the only queue they can put tickets in,
> I've removed all the other queues and inserted only the first level
> queue.
> Now, when they log in and open a ticket, they get the default queue by
> default (they don't get the '-' and don't have to select the queue
> manually).
>
> Could it be a matter of version? I don't remember what was the
> behaviour prior to the customization, I mean:
> before I limited users to that queue only, I don't remember if it was
> the first queue in list that was inserted by default or the '-'.
>
> Bye
> Gabriele
>
> ----- Original Message -----
> From: Laurent Minost
> To: User questions and discussions about OTRS.org
> Sent: Thursday, September 13, 2007 11:07 AM
> Subject: Re: [otrs] Standard Types and Queues
>
>
>
> 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://www.rudolph-log.de
> > > http://www.logeon.net
> > > --------------------------------------
> > > Rudolph Logistik Gruppe
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> >
> >
> >
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