Hello, colleagues,
I wonder if anybody tried to make custom versions of AgentTicketCompose
module. My goal is to make a new Action link in ticket
(Ticket::Frontend::Menumodule) that has a predefined subject, limited choise
of possible states, predefined queue etc. Real world example:
OTRS is used to drive a billable service. Once the service is completed, the
agent needs to write a thank you letter to the customer and move the ticket
to accounting for billing. I try to achieve it through AgentTicketCompose
action. I have a standard response template. In order to modify the subject
I need to modify Ticket::Frontend::AgentTicketCompose->Subject, but it will
affect all invocations of AgentTicketCompose. Is there a way to rename
AgentTicketCompose to TransferToBilling and do full customization of the new
module? As far as I could judge now I need to create a new
Kernel/Modules/TransferToBilling.pm with functions fully identical to
AgentTicketCompose.pm just to make use of a new module name in Config.pm
Regards,
Anton.
