[otrs] Changing Type and Priority of ticket in the same way as changing queue

12 Feb 2009

      Hi I want to change the Type and Priority of a ticket directly from the Zoom view, in the same way as we can change the Queue of the ticket, without having to go through the additional step of clicking "Amend" and then submitting the changes.

If we are in the zoom view and want to change the Type or Priority of the ticket, we need to click "Amend" and then make the changes in the dropdown menus for Type or Priority and submit the changes (see attachment "amend.png").

What we would like to do is to be able to directly change the Type or Priority from the zoom view, as we are able to change the Queue of the ticket (see attachment "zoom.png"), without having to go into the "Amend" view.

I have tried copying the dropdown menus for "Type" and "Priority" from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" - but without success.

The subroutine which creates the menu for changing the "Queue" in the zoom view, as defined in the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl", is the following:

             <b>$Text{"Change queue"}:</b><br>

               <input type="hidden" name="Action" value="AgentTicketMove">
              <input type="hidden" name="Subaction" value="Unlock">

               $Data{"MoveQueuesStrg"}

             </form>  

Could someone suggest something similar I can do for changing Type and Priority? 

I tried something like the code below, for example, trying to copy the form elements from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" but all that did was to create a submit button without creating a dropdown menu.

      <b>Change priority:</b><br>

            <input type="hidden" name="Subaction" value="Store">

            <input type="hidden" name="Expand" value="">
            <input type="hidden" name="ImpactRC" value="0">
            <input type="hidden" name="PriorityRC" value="0">

            $Data{"PriorityStrg"}

            </form>

Is there a way of achieving what I want through the front end? Any help would be gratefully appreciated!

Thanks a lot!

Bis

[otrs] Changing Type and Priority of ticket in the same way as changing queue

bis