Re: [otrs] Standard Types and Queues - otrs

8 Oct 2007

      Hi,

Sure ! :)
This is now some few days I did this modification so I can't remember 
well which files were modified so :
- you will find attached modified dtl and pm for OTRS v2.2.2 Customer's 
frontend, just do a diff with the original OTRS 2.2.2 dist files or with 
your already customized files, it will give you my own modifications ( 
and maybe other modifications about other things, my OTRS is far from 
the original 2.2.2 by now ...)
- if you think there is something missing, don't hesitate to contact me 
back, I will check again the code to find all needed modifications.

Have fun.

Best regards,

Laurent Minost

Luis Wong a écrit :
...
*I have this exactly same problem. Can you please share your code
  modifications?*
*Thank you,*
*Luis*
* *
*[otrs] Standard Types and Queues*
*Laurent Minost* lminost at denyall.com 
mailto:otrs%40otrs.org?Subject=%5Botrs%5D%20Standard%20Types%20and%20Queues&...
/Thu Sep 13 11:07:33 GMT 2007/
* Previous message: [otrs] Standard Types and Queues
      http://lists.otrs.org/pipermail/otrs/2007-September/020313.html
    * Next message: [otrs] Standard Types and Queues
      http://lists.otrs.org/pipermail/otrs/2007-September/020316.html
    * *Messages sorted by:* [ date ]
      http://lists.otrs.org/pipermail/otrs/2007-September/date.html#20314
      [ thread ]
      http://lists.otrs.org/pipermail/otrs/2007-September/thread.html#20314
      [ subject ]
      http://lists.otrs.org/pipermail/otrs/2007-September/subject.html#20314
      [ author ]
      http://lists.otrs.org/pipermail/otrs/2007-September/author.html#20314
------------------------------------------------------------------------
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 at rudolph-log.de http://lists.otrs.org/cgi-bin/listinfo/otrs /
...
/         > http://www.rudolph-log.de /
...
/         > http://www.logeon.net /
...
/         > -------------------------------------- /
...
/         >  Rudolph Logistik Gruppe /
...
/         > -------------------------------------- /
...
/         > Rudolph Holding GmbH /
...
/         > Harzweg 10 /
...
/         > D 34225 Baunatal /
...
/         > /
...
/         > Amtsgericht Kassel HRB 6548 /
...
/         > Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten/
...
/         > Rudolph, Peter Malkomeß /
...
/         > ------------------------------------- /
...
/         > Abonnieren Sie unseren Newsletter RudolphREPORT unter/
...
/         > http://www.rudolph-log.de/aktuelles/aktuelles.cfm /
...
/         > /
...
/         > /
...
/         /
...
/         /
...
/         /
...
/         ______________________________________________________________/
...
/         /
...
/         _______________________________________________/
...
/         OTRS mailing list: otrs - Webpage: http://otrs.org//
...
/         Archive: http://lists.otrs.org/pipermail/otrs/
...
/         To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs/
...
/         Support or consulting for your OTRS system?/
...
/         => http://www.otrs.com//
# --
# CustomerTicketMessage.dtl - provides HTML form for customer message
# Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/
# --
# $Id: CustomerTicketMessage.dtl,v 1.10 2007/06/18 09:33:57 martin Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (GPL). If you
# did not receive this file, see http://www.gnu.org/licenses/gpl.txt.
# --

<!-- start form -->
<script language="JavaScript" type="text/javascript">

</script>

<table border="0" width="100%" cellspacing="0" cellpadding="3">
  <tr>
    <td class="mainhead">
      $Env{"Box0"}$Text{"new ticket"}$Env{"Box1"}
    </td>
  </tr>
  <tr>
    <td class="mainbody">
      <br>
      <table border="0" width="900" align="center" cellspacing="0" cellpadding="4">
        <tr>
          <td colspan="2" class="contenthead">$Text{"Options"}</td>
        </tr>
        <tr>
          <td class="contentbody">

              <input type="hidden" name="Subaction" value="StoreNew">
              <input type="hidden" name="Expand" value="">

              <table border="0">
<!-- dtl:block:TicketType -->
                <tr>
                  <td class="contentkey">$Text{"Type"}:</td>
                  <td class="contentvalue"> $Data{"TypeStrg"}</td>
                </tr>
<!-- dtl:block:TicketType -->
                <tr>
                  <td width="15%" class="contentkey">$Text{"To"}:</td>
                  <td width="85%" class="contentvalue">
                    $Data{"ToStrg"}
                    <font color="red" size="-2">$Text{"$Data{"Queue invalid"}"}</font>
                  </td>
                </tr>

#
            <tr>
              <td class="contentkey">$Text{"Cc"}:</td>
              <td class="contentvalue">
                <input type="text" name="Cc" value="" size="70">
                <font color="red" size="-2">$Text{"$Data{"Cc invalid"}"}</font>
              </td>
            </tr>
#            <tr>
#              <td class="contentkey">$Text{"Bcc"}:</td>
#              <td class="contentvalue">
#                <input type="text" name="Bcc" value="" size="70">
#                <font color="red" size="-2">$Text{"$Data{"Bcc invalid"}"}</font>
#              </td>
#            </tr>
#

                <tr>
                  <td class="contentkey">$Text{"Subject"}:</td>
                  <td class="contentvalue">

                    <font color="red" size="-2">$Text{"$Data{"Subject invalid"}"}</font>
                  </td>
                </tr>
<!-- dtl:block:TicketService -->
                <tr>
                  <td class="contentkey">$Text{"Service"}:</td>
                  <td class="contentvalue"> $Data{"ServiceStrg"}</td>
                </tr>
<!-- dtl:block:TicketService -->
<!-- dtl:block:TicketSLA -->
                <tr>
                  <td class="contentkey">$Text{"SLA"}:</td>
                  <td class="contentvalue"> $Data{"SLAStrg"}</td>
                </tr>
<!-- dtl:block:TicketSLA -->
                <tr>
                  <td class="contentkey">$Text{"Text"}:</td>
                  <td class="contentvalue">
                    $QData{"Body"}</textarea>
                    <font color="red" size="-2">$Text{"$Data{"Body invalid"}"}</font>
                  </td>
                </tr>
                <tr>
                  <td class="contentkey">$Text{"Attachment"}:</td>
                  <td class="contentvalue">
                    <table cellspacing="0" cellpadding="0" width="400">
<!-- dtl:block:Attachment -->
                      <tr>
                        <td>$QData{"Filename"}</td>
                        <td>$QData{"Filesize"}</td>
                        <td align="right">
                          <input class="button" type="submit" name="AttachmentDelete$QData{"FileID"}" value="$Text{"Delete"}">
                        </td>
                      </tr>
<!-- dtl:block:Attachment -->
                      <tr>
                        <td colspan="2"><input name="file_upload" type="file" size="40" class="fixed"></td>
                        <td align="right">
                          <input class="button" type="submit" name="AttachmentUpload" value="$Text{"Attach"}">
                          <a name="attachment"></a>
                        </td>
                      </tr>
                    </table>
                  </td>
                </tr>
<!-- dtl:block:Priority -->
                <tr>
                  <td class="contentkey">$Text{"Priority"}:</td>
                  <td class="contentvalue"> $Data{"PriorityStrg"}</td>
                </tr>
<!-- dtl:block:Priority -->
<!-- dtl:block:FreeText -->
                <tr>
                  <td class="contentkey">$Data{"TicketFreeKeyField"}:</td>
                  <td class="contentvalue">$Data{"TicketFreeTextField"}</td>
                </tr>
<!-- dtl:block:FreeText -->
#                <tr>
#                  <td class="contentkey">$Data{"TicketFreeKeyField1"}:</td>
#                  <td class="contentvalue">$Data{"TicketFreeTextField1"}</td>
#                </tr>
#                <tr>
#                  <td class="contentkey">$Data{"TicketFreeKeyField2"}:</td>
#                  <td class="contentvalue">$Data{"TicketFreeTextField2"}</td>
#                </tr>
#                <tr>
#                  <td class="contentkey">$Data{"TicketFreeKeyField3"}:</td>
#                  <td class="contentvalue">$Data{"TicketFreeTextField3"}</td>
#                </tr>
#                <tr>
#                  <td class="contentkey">$Data{"TicketFreeKeyField4"}:</td>
#                  <td class="contentvalue">$Data{"TicketFreeTextField4"}</td>
#                </tr>
<!-- dtl:block:FreeTime -->
                <tr>
                  <td class="contentkey">$Text{"$QData{"TicketFreeTimeKey"}"}:</td>
                  <td class="contentvalue">$Data{"TicketFreeTime"}</td>
                </tr>
<!-- dtl:block:FreeTime -->
#                <tr>
#                  <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey1"}"}:</td>
#                  <td class="contentvalue">$Data{"TicketFreeTime1"}</td>
#                </tr>
#                <tr>
#                  <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey2"}"}:</td>
#                  <td class="contentvalue">$Data{"TicketFreeTime2"}</td>
#                </tr>
              </table>
            </td>
          </tr>
          <tr>
            <td class="contentfooter">
              <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();">
            </td>
          </tr>
        </table>
      </form>
      <br>
    </td>
  </tr>
</table>
<!-- end form --></p>

    </div>

    <div class="attachments">
        <p class="attachments">Attachments:</p>
        <ul class="attachments-list list-unstyled">

            <li><a href="/hyperkitty/list/otrs@lists.otrs.org/message/7KEXRCPDJE76NDHLKFCAWSQAK4EETW5N/attachment/3/CustomerTicketMessage.pm">CustomerTicketMessage.pm</a>
                (application/x-perl — 22.3 KB)
            </li>

        </ul>
    </div>

    <div class="email-info">
      <div class="likeform-wrapper right">
        <div class="messagelink pull-right">
          <button class="toggle-font btn btn-sm"
                title="Display in fixed font"
                data-bs-toggle="tooltip" data-placement="bottom">
                <i class="fa fa-font"></i>
          </button>
          <a href="/hyperkitty/list/otrs@lists.otrs.org/message/7KEXRCPDJE76NDHLKFCAWSQAK4EETW5N/"
             title="Permalink for this message"
             data-bs-toggle="tooltip" data-placement="bottom"><i class="fa fa-link"></i></a>
        </div>

    <form method="post" class="likeform"
          action="/hyperkitty/list/otrs@lists.otrs.org/message/7KEXRCPDJE76NDHLKFCAWSQAK4EETW5N/vote">
    <input type="hidden" name="csrfmiddlewaretoken" value="6yA1WptieonM0Y7stfIBk5wCNQY0PwMpta2mXCdlLVcfwJDtEUXvhBAimtOryYzu">

			<a class="youlike vote  disabled" title="You must be logged-in to vote."
			href="#like" data-vote="1" aria-label="Like thread">
					<i class="fa fa-thumbs-o-up"></i> 0
			</a>
			<a class="youdislike vote disabled" title="You must be logged-in to vote."
			href="#dislike" data-vote="-1" aria-label="Dislike thread">
				<i class="fa fa-thumbs-o-down"></i> 0
			</a>

    </form>

        </div>

        <!-- Reply link -->

        <a class="reply reply-mailto" title="Reply" href="#">
            <i class="fa fa-reply"></i>
            Reply
        </a>

        <!-- Attachments -->

        <!-- Reply form -->

        <div class="reply-form-unauthenticated">
            <a class="btn btn-sm btn-primary" href="/accounts/login/?next=/hyperkitty/list/otrs%40lists.otrs.org/thread/7KEXRCPDJE76NDHLKFCAWSQAK4EETW5N/#">
                Sign in to reply online
            </a>
            <a class="btn btn-sm btn-secondary reply-mailto"
                       href="mailto:otrs@lists.otrs.org?Subject=Re%3A%20%5Botrs%5D%20Standard%20Types%20and%20Queues&In-Reply-To=<470A4399.2090501%40denyall.com>"
                       >Use email software</a></li>
        </div>

    </div>

</div>

                    <!-- End first email -->

                    <p class="sort-mode">

                        <a href="/hyperkitty/list/otrs@lists.otrs.org/thread/7KEXRCPDJE76NDHLKFCAWSQAK4EETW5N/?sort=date"
                            >Show replies by date</a>

                    </p>

                    <div class="anchor-link">
                        <a id="replies"></a>
                    </div>
                    <div class="replies">

                    </div>

                </div>
            </div>

            <div class="col-12 col-md-3">
                <div class="anchor-link">
                    <a id="stats"></a>
                </div>

<!-- right column -->
<section id="thread-overview-info">
    <!-- Start stats re: dates -->
    <div id="thread-date-info" class="row">
      <div class="col">
        <span class="days-num">6493</span>
        <div class="days-text">
          Age (days ago)
        </div>
      </div>
      <div class="col">
        <span class="days-num">6493</span>
        <div class="days-text">
          Last active (days ago)
        </div>
        </div>
    </div> <!-- /Stats re: dates -->

    <p>
        <a href="/hyperkitty/list/otrs@lists.otrs.org/" class="btn btn-outline-primary btn-sm">
            List overview
        </a>
    </p>

    <a href="/hyperkitty/list/otrs@lists.otrs.org/export/otrs@lists.otrs.org-7KEXRCPDJE76NDHLKFCAWSQAK4EETW5N.mbox.gz?thread=7KEXRCPDJE76NDHLKFCAWSQAK4EETW5N" title="This thread in gzipped mbox format"
          class="btn btn-outline-primary">
        <i class="fa fa-download"></i> Download</a>

    <p class="thread-overview-details">
    <div>
        <i class="fa fa-fw fa-comment"></i>
        0 comments
    </div>
    <div>
        <i class="fa fa-fw fa-user"></i>
        1 participants
    </div>

    </p>

    <form id="fav_form" name="favorite" method="post" class="favorite"
          action="/hyperkitty/list/otrs@lists.otrs.org/thread/7KEXRCPDJE76NDHLKFCAWSQAK4EETW5N/favorite">
        <input type="hidden" name="csrfmiddlewaretoken" value="6yA1WptieonM0Y7stfIBk5wCNQY0PwMpta2mXCdlLVcfwJDtEUXvhBAimtOryYzu">
        <input type="hidden" name="action" value="add" />
        <p>
            <a href="#AddFav" class="notsaved disabled" title="You must be logged-in to have favorites.">
                <i class="fa fa-fw fa-star"></i>Add to favorites</a>
            <a href="#RmFav" class="saved">
                <i class="fa fa-fw fa-star"></i>Remove from favorites</a>
        </p>
    </form>

    <div id="tags">

        <h3 id="tag-title">tags </h3>

    </div>

    <div id="participants">
        <h3 id="participants_title">participants (1)</h3>
        <ul class="list-unstyled">

            <li class="d-flex">
                <div class="participant-gravatar circle"><img class="gravatar" src="https://secure.gravatar.com/avatar/381bbc2bf372d5f475684748fc4a83fa.jpg?s=48&d=mm&r=g" width="48" height="48" alt="" /></div>
                <div class="participant-name d-flex align-items-center">
                    <span>Laurent Minost</span>
                </div>
            </li>

        </ul>
    </div>

</section>

            </div>

        </div>

</div>

<!-- end of content -->

    </div> <!-- /container for content -->

    <footer class="footer">
      <div class="container">
        <p class="text-muted">
            <img class="logo" alt="HyperKitty" src="/static/hyperkitty/img/logo.png" />
            Powered by <a href="http://hyperkitty.readthedocs.org">HyperKitty</a> version 1.3.9.
        </p>
      </div>
    </footer>

    <script src="/static/hyperkitty/libs/jquery/jquery-3.6.0.min.js"></script>
    <script src="/static/hyperkitty/libs/jquery/jquery-ui-1.13.1.min.js"></script>
    <script src="/static/CACHE/js/output.3aaa7705d68a.js"></script>
    <script>
      // Add the .js-enabled class to the body so we can style the elements
      // depending on whether Javascript is enabled.
      $(document).ready(function(){
          $("body").addClass("js-enabled");
          $(".gravatar").addClass("rounded-circle");
      });
    </script>

<script type="text/javascript">
    $(document).ready(function() {
        //enable tooltips for thread buttons
        $("btn#next-thread").tooltip();
        $("btn#prev-thread").tooltip();

        setup_category();
        setup_tags();
        setup_favorites();
        // Hide quotes by default in the thread view
        fold_quotes("div.container-xxl");
        // Load the replies
        update_thread_replies("/hyperkitty/list/otrs@lists.otrs.org/thread/7KEXRCPDJE76NDHLKFCAWSQAK4EETW5N/replies?sort=thread&last_view=");
        setup_unreadnavbar("#unreadnavbar");
        setup_thread_keyboard_shortcuts();
    });
</script>

    </body>
</html>