Hi, On 17.07.2010, at 08:09, Mickael MAINDRON wrote:
After some searches i'm unable to find the answer to my question. So, maybe you can help me here ;-) When creating a new ticket, the support team select the right queue where the ticket has to be routed to in order to deal with the client's request. At the ticket's closing, for statistics and reporting purpose, I want that the support team defines what the root cause of the ticket really was.
For that, i enabled "Ticket::Type" feature in "Core::Ticket", and allowed "TicketType" in "Ticket:Frontend::AgentTicketClose", and it works well.
However, when creating a new ticket (in phone view), OTRS asks me to define the "Ticket Type" as a mandatory field. So, i would like to know if there is a way to hide (or disable) ticket type when creating a new ticket, while letting it appears when closing.
Just my suggestion without modifying too much of source code: 1. Create a new Type that is called “Uncategorized” or something you would find useful 2. Find out what the database ID is for that Type (mouse over could be helpful: Browser Status Bar) 3. Modify Kernel/Output/HTML/Standard/AgentTicketPhone.dtl and provide the TypeID as hidden field. 4. You could improve the workflow / process with some ACLs (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68) Please look at http://doc.otrs.org/2.4/en/html/c2079.html first to make sure you are not changing a standard file! Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project