Re: [otrs] Standard Types and Queues

13 Sep 2007

      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 
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