AW: [otrs] Standard Types and Queues

17 Sep 2007

      Hey!

i have now modified the code.. For those who don't knwo where to do that:

in the .dtl-File the phone-Ticket-Type is described as:
<td class="contentkey">$Text{"Type"}:</td>

<td class="contentvalue"> $Data{"TypeStrg"}</td>

This leads for example to Kernel\Modules\AgentTicketPhone.pm :

# build type string
    if ($Self->{ConfigObject}->Get('Ticket::Type')) {
        $Param{'TypeStrg'} = $Self->{LayoutObject}->BuildSelection(
            Data => $Param{Types},
            Name => 'TypeID',
            SelectedID => $Param{TypeID},
            PossibleNone => 1,
            Sort => 'AlphanumericValue',
            Translation => 0,
            OnChange => "document.compose.ExpandCustomerName.value='3'; document.compose.submit(); return false;",
        );
        $Self->{LayoutObject}->Block(
            Name => 'TicketType',
            Data => {%Param},
        );
    }

There  you have to change PossibleNone => 0,

-----Ursprüngliche Nachricht-----
Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Laurent Minost
Gesendet: Mittwoch, 12. September 2007 14:20
An: User questions and discussions about OTRS.org
Betreff: 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.rudolph-log.de/  
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