Re: [otrs] Standard Types and Queues

13 Sep 2007

      Which version of OTRS are you using?
I'm using OTRS v. 2.1.7
We want our users to insert ticket in the 1st level queue, and not in other queues. Since there's the only queue they can put tickets in, I've removed all the other queues and inserted only the first level queue.
Now, when they log in and open a ticket, they get the default queue by default (they don't get the '-' and don't have to select the queue manually).

Could it be a matter of version? I don't remember what was the behaviour prior to the customization, I mean:
before I limited users to that queue only, I don't remember if it was the first queue in list that was inserted by default or the '-'.

Bye
Gabriele

  ----- Original Message ----- 
  From: Laurent Minost 
  To: User questions and discussions about OTRS.org 
  Sent: Thursday, September 13, 2007 11:07 AM
  Subject: Re: [otrs] Standard Types and Queues

  Hi Gabriele,

  Thanks for your answer.

  This parameter CustomerPanelOwnSelection allows to set Queues for which Customers will have access through drop-down menu but it doesn't permit me :
  - to set the default queue
  - to avoid having this default queue set to '-' which is hard coded and added when drop-down menu is displayed

  That's why I did some modifications on the code :(

  Best regards,

  Laurent MINOST

  Le jeudi 13 septembre 2007 à 10:48 +0200, Gabriele D'Andrea a écrit : 
      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. 
          Etichetta     Content  

    Hope this helps 
    Gabriele 
      ----- Original Message ----- 
      From: Laurent Minost 
      To: User questions and discussions about OTRS.org 
      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 
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