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
 
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