Part 1:

It doesn't make sense, generally, to do this in the process of corresponding with your customer about an existing ticket. The customer doesn't care what folder you use to categorize the ticket as long as you solve the ticket.

Also, Ticket Type and Service shouldn't necessarily be something you'd say within agent side, "oh, while you're talking to the customer, make categorical changes to the ticket." Generally, no.

Part 2:

http://forums.otterhub.org/viewtopic.php?f=60&t=5156

On Wed, Feb 6, 2013 at 6:59 AM, Emilia Starzak <emilia@softservice.pl> wrote:

Welcome,

I need some help. We have OTRS 3.2.1 and i want set ticket type and service useing Frontend::Agent::Ticket::ViewCompose. I can do it at note, priority for example Frontend::AgentTicketOwner###TicketType = YES. Is there any possibilities of that?

And second question. Agent dashboard in section new tickets i need column „queue” and/or customerID? Is that possible?

Kind regards,

Emi

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