Hi All,

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.

Thanks in advance for your feedbacks.

Regards,

-- 

Mickael