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. |
|
Hope this helps
Gabriele
----- Original Message -----
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@rudolph-log.de
http://www.rudolph-log.de
http://www.logeon.net
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