Thanks. I was hoping there's a more general auto-coplete mechanism for various fields, that I missed. On Tue, Jul 15, 2014 at 3:33 PM, Christoph Zwerschke < zwerschke@urz.uni-heidelberg.de> wrote:
Am 15.07.2014 13:27, schrieb Bogdan Iosif:
Yes, it's possible to preset the field with a default text
How?
In SysConfig under Ticket -> Frontend::Agent::Ticket::ViewMove
You can set Ticket::Frontend::AgentTicketMove###Subject and Ticket::Frontend::AgentTicketMove###Body
-- Christoph
On Tue, Jul 15, 2014 at 11:33 AM, Christoph Zwerschke <
zwerschke@urz.uni-heidelberg.de> wrote:
OTRS has a "move" button that allows quickly moving a ticket into another
queue, but you can't add a message with the move operation.
With the setting Frontend::Agent::Ticket::ViewMove it is possible to change the "move" button into a "queue" button that opens a window where you can edit the move message and other attributes. The problem is that in this case adding the message is mandatory then. Yes, it's possible to preset the field with a default text, but this adds only unnecessary noise to the ticket, as it's always displayed with a star as a new unread message, even when it's only the default text.
In real life, there are some situations where I want to quickly move a message without adding a message, e.g. when moving it into the junk queue or when the reason for the move is clear, and other situations where I want to be more specific and add a message with the reason for the move. Is it possible to have both kinds of buttons at the same time?
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-- Christoph Zwerschke Abteilung Service, Support und Sicherheit Tel. (06221) 54-2011 (Mo-Mi), Fax (06221) 54-2022 christoph.zwerschke@urz.uni-heidelberg.de
Ruprecht-Karls-Universität Heidelberg Universitätsrechenzentrum (URZ) Im Neuenheimer Feld 293, 69120 Heidelberg http://www.urz.uni-heidelberg.de
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