Hello Leah, I would use ACLs configuration for that. You can set thos
values based on filters for each specific case. I believe you can use Group
Membership to filter.
Best Regards/
2014-06-05 9:28 GMT-06:00 Leah Kelly
Hi everybody,
I am looking for a way to have the fields in the New Phone Ticket and New Email Ticket auto-set (by selecting a default, perhaps).
We have ‘Type’ and ‘From queue’ that if we could have auto-populate to a default setting of some sort would be very helpful.
For Type, it would just be ‘Default’. For ‘From Queue’, is there a way to make this default to the queue of which the agent signed in is a member? All my members are only a member of one queue, and for our implementation it would make sense if this field could assume it’s coming from the queue of the agent who is signed in and who is clicking on the ‘New Phone/Email Ticket’.
Also, the ‘Owner’ drop-down, we have to click on the refresh arrow to get the list to fully populate. Is there a way to make this so it just always lists everybody? We are only about 15 strong.
The point is so they they have fewer things to click and choose when creating a new ticket.
Thanks for any help you can provide.
Leah --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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