For the 2nd one, default ticket status can be changed within sysconfig, too. But i don't remeber where i found it ;)

Youn can change that in Ticket -> Frontend::Agent::Ticket::ViewCompose editing the field Ticket::Frontend::AgentTicketCompose###StateDefault: Default next state if a ticket is composed, answered, e.g. (Default: open) Bye Gabriele ----- Original Message ----- From: Markus Uelzer To: User questions and discussions about OTRS.org Sent: Wednesday, August 15, 2007 9:38 AM Subject: Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer Found both in the sysconfig, thanks! As soon as you disbale the "Phoneticket" Module, also the link with the telephon reply disappears. For the 2nd one, default ticket status can be changed within sysconfig, too. But i don't remeber where i found it ;) Thanks! ------------------------------------------------------------------------ Von: "User questions and discussions about OTRS.org" Gesendet: 14.08.07 20:35:15 An: "User questions and discussions about OTRS.org" Betreff: Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer New Phone Ticket (in nav) removal: Admin > Sysconfig > Group = Ticket > Frontend::Agent::ModuleRegistration (I think you just uncheck the box “Frontend::Module###AgentTicketPhone:”) I looked around sysconfig too and don’t see a way to remove the Telephone reply but I know its possible with sysconfig. Anyone else remember where they may have seen that? I also didn’t see the default state setting in sysconfig but im pretty sure, again its there and maybe someone else in this list can help locate? -Andy On 8/14/07 12:50 PM, "Markus Uelzer" wrote: Hi Andy! Thansk for your fast response. More or less I am aware that I can find this functions somewhere in the Sysconfig. But i have 0 Idea where exactly. I'm clicking through all points here since about 30 minutes, but no clue so far :( Thanks :) ---------------------------------------------------------------------- Von: "User questions and discussions about OTRS.org" Gesendet: 14.08.07 18:41:55 An: "User questions and discussions about OTRS.org" Betreff: Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer Check sysconfig for removing menu items. Its really easy once you locate it :) For the default ticket status I think its also in sysconfig for default ticket state. HTH, Andy Lubel On 8/14/07 12:25 PM, "Markus Uelzer" wrote: Hello folks, 2 things that i haven't figutred out so far by using the documentation. Telephone: Since our agents do not give telephone support the "Telephone Ticket" button in the Top bar, as well as the link "Call customer" right to every ticket is more or less useless. Can I deactivate those 2 functions somehow without editing 100000 files? The second one. Is it possible to set the default ticket status to "closed" as soon as an angent answers the ticket? Of course there is the dropdown when answering a ticket, but it would be great, if the agent has not to choose "close" for every answer he gives. Many thanks in advance! Jetzt neu! 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