Re: [otrs] Stats and maximum # of locked tickets/close ticket withoutnotes

On Thursday, June 03, 2004 10:17 PM Juan Gonzalez wrote:

1) Is there a way to close a ticket without putting notes in it? We use another system for our order management, and any notes are usually put in there. It's hard getting my customer care team to do any extra steps than what they are used to with our current email system so an option of turning off the mandatory typing of a note would be nice.

Here is the One-Click solution: Create a new theme (http://doc.otrs.org/1.2/en/html/dtl-theme.html), and edit these dtls at least: Kernel/Output/HTML/Standard/AgentMailboxTicket.dtl Kernel/Output/HTML/Standard/AgentZoomHead.dtl Kernel/Output/HTML/Standard/TicketView.dtl Search for the text "# should we show the close action". You'll find these lines: # should we show the close action $Text{"Close"}</a>"; }> $Data{"AgentCloseStrg"} Leave them where they are and add these lines above or below: # should we show the close now action $Text{"Close Now"}</a>"; }> $Data{"AgentCloseNowStrg"} This will construct a link that, when clicked (for sure!), instructs OTRS to close the ticket without showing any form. Let's look at the difference between the two code sniplets in detail: First off, we define a new $Data{"AgentCloseNowStrg"} under the same conditions as those for AgentCloseStrg. The link target is the same, too: Action=AgentClose points towards the close form. But this time we added additional arguments: Subaction=Store => this instructs OTRS to actually store the ticket with the wanted Params CloseStateID=2 => this is the ID of the state 'closed successful' CloseNoteID=9 => this is the ID of the article type 'note-internal' Text=Closed => the HTML-encoded text to add as a close note (in this case) The rest of the code remains the same as for AgentCloseStrg, with the minor $Text changes to reflect that clicking this link will _now_ close the ticket. Please note that using such a link in your GUI is not without drawbacks: - Once you change your queue structure, you'll have to review your dtls, too. - You might loose useful information your agents would otherwise have typed in the close form. Now they no longer need to. - People tend to click and see what's happening. The above action closes a ticket immediatly, making it quite easy to completely empty a queue in a few seconds without being re-asked about it. Think about it. So you may want to limit the feature to a certain group of advanced users who exactly know what they are doing. Do so by using the CustomerGroupSupport feature in conjunction with <dtl if> sequences in your themes dtls. With kind regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388