Hi, Searching the same type of functionnality for Customer Frontend when customers create a new ticket to avoid them to choose a Queue, I want to defaultly select 'Support' queue. I think this is possible only with a specific developement, it seems there is no options in OTRS to select these behaviour by default. Not succeed to do it through modifying .dtl files at the moment, I can't understand well how dtl blocks are working to generate html parts ... but I think answer to your problem is same as mine : specific development just to add a "default" keyword to the proper HTML directive. If you find something, I would be interested :) BR, Laurent PS : maybe this ticket would be more adaptive in [dev] mailing lists Le vendredi 03 août 2007 à 11:21 +0200, Smolik, Zdenek a écrit :

Hi all,

Is it possible in OTRS set default value for Ticket Type or Queue when creating new ticket via Agent’s user interface.

For example when I click on Phone-ticket icon I would like to have set “Type” field to “Incident” value and “To” field to “first_level” queue.

Thanks in advance,

Kind Regards,

Zdenek

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