[otrs] R: TicketType on reply

18 Nov 2008

      If you want to force your agents to fill the ticket type before closing, IMHO the best things is to use ACL.
Add something like this to your Config.pm to disable the closing states for tickets without defined type (which means type=default, usually).

# ticket acl

$Self->{TicketAcl}->{'Force Type'} = {

 # match properties
 Properties => {

 # current ticket match properties
 Ticket => {
  Type => ['default'],
 }

 },

 # return possible options (white list)
 Possible => {

 # possible ticket options (white list)
 Ticket => {
  State => ['new', 'open', 'pending reminder'],
 },

 # possible action options
 Action => {
  AgentTicketLock => 1,
  AgentTicketZoom => 1,
  AgentTicketClose => 0,
  AgentTicketPending => 1,
  AgentTicketNote => 1,
  AgentTicketHistory => 1,
  AgentTicketPriority => 1,
  AgentTicketFreeText => 1,
  AgentTicketHistory => 1,
  AgentTicketCompose => 1,
  AgentTicketBounce => 1,
  AgentTicketPrint => 1,
  AgentTicketForward => 1,
  AgentTicketPrint => 1,
  AgentTicketPhone => 1,
  AgentTicketPhoneOutbound => 1,
  AgentTicketCustomer => 1,
  AgentTicketMove => 1,
  AgentTicketOwner => 1,
  AgentTicketResponsible => 1,
  AgentTicketWatcher => 1,
  AgentLinkObject => 1,
 },
 },
 };

-----Messaggio originale-----
Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Laurent Minost
Inviato: lunedì 17 novembre 2008 18.56
A: User questions and discussions about OTRS.
Cc: Mohamed Bouhlel
Oggetto: Re: [otrs] TicketType on reply

Hi Aris,

Sure : when you reply to a ticket, you click on "Compose Answer (email):
  " Compose button (or link depending on your OTRS configuration) on the bottom right side of the screen.
Then you can enter your answer and other standard details like any MUA :
From/To/CC/Subject and also Ticket State/Pending time etc ... and also if you use it some customized Free Text Fields ...

What I tried to achieve is to add the Type field in this form (the same one that you can see when clicking on "Free Fields" link when Zooming on a ticket), so I will be able to enter information about the TicketType/Category when replying to customers. The main purpose of this is to "force" agents to fill this field, the best would be to be able to configure it as mandatory or not (like some others OTRS parameters).

Don't hesitate to tell me if you need more informations.
Thanks.

Laurent MINOST

Aris Czamanske a écrit :
...
Could you give some more detail, or an example?
Regards,
Aris
----- Original Message ----
From: Laurent Minost 
To: User questions and discussions about OTRS.org 
Cc: Mohamed Bouhlel 
Sent: Monday, November 17, 2008 10:41:28 AM
Subject: [otrs] TicketType on reply
Hi,
Anyone knows if there is a way to specify the Ticket Type when
replying to a ticket (Compose) please ?
I was able to specify some FreeFields there but not for the Type field
that seems to be managed differently/internally by OTRS.
Thanks by advance for your replies.
BR,
Laurent MINOST
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[otrs] R: TicketType on reply

CARNINO Daniele (FIAT SERVICES)