Re: [otrs] Standard Types and Queues

13 Sep 2007

      Hi,

We're using OTRS 2.2.2 and I have just checked again to be sure, with
only one queue defined on CustomerPanelOwnSelection, drop-down menu on
NewTicket page of customer's frontend is displaying a '-' selected by
default. It is needed to choose the right queue, then page is refreshed
and queue is selected.

BR,

Laurent MINOST

Le jeudi 13 septembre 2007 à 13:52 +0200, Gabriele D'Andrea a écrit :
...
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 
        >         > Fax +49 (0)561/ 4991 -93125 
        >         > thomas_buechling@rudolph-log.de 
        >         > http://www.rudolph-log.de 
        >         > http://www.logeon.net 
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