Issue with "move" button in OTRS
OTRS has a "move" button that allows quickly moving a ticket into another queue, but you can't add a message with the move operation. With the setting Frontend::Agent::Ticket::ViewMove it is possible to change the "move" button into a "queue" button that opens a window where you can edit the move message and other attributes. The problem is that in this case adding the message is mandatory then. Yes, it's possible to preset the field with a default text, but this adds only unnecessary noise to the ticket, as it's always displayed with a star as a new unread message, even when it's only the default text. In real life, there are some situations where I want to quickly move a message without adding a message, e.g. when moving it into the junk queue or when the reason for the move is clear, and other situations where I want to be more specific and add a message with the reason for the move. Is it possible to have both kinds of buttons at the same time? -- Christoph
If you remove the Subject, the article is optional and text is not required anymore.
On 15 Jul 2014, at 10:33, Christoph Zwerschke
OTRS has a "move" button that allows quickly moving a ticket into another queue, but you can't add a message with the move operation.
With the setting Frontend::Agent::Ticket::ViewMove it is possible to change the "move" button into a "queue" button that opens a window where you can edit the move message and other attributes. The problem is that in this case adding the message is mandatory then. Yes, it's possible to preset the field with a default text, but this adds only unnecessary noise to the ticket, as it's always displayed with a star as a new unread message, even when it's only the default text.
In real life, there are some situations where I want to quickly move a message without adding a message, e.g. when moving it into the junk queue or when the reason for the move is clear, and other situations where I want to be more specific and add a message with the reason for the move. Is it possible to have both kinds of buttons at the same time?
Am 15.07.2014 11:04, schrieb Nils Leideck:
If you remove the Subject, the article is optional and text is not required anymore.
You're right, that works. But it's an additional and not obvious step for the agents if they just want to move the ticket without a message. It's possible to remove the default subject and text in the settings, but that means agents have to always fill in both fields. All of these solutions are not very convenient. -- Christoph
Yes, it's possible to preset the field with a default text
How? On Tue, Jul 15, 2014 at 11:33 AM, Christoph Zwerschke < zwerschke@urz.uni-heidelberg.de> wrote:
OTRS has a "move" button that allows quickly moving a ticket into another queue, but you can't add a message with the move operation.
With the setting Frontend::Agent::Ticket::ViewMove it is possible to change the "move" button into a "queue" button that opens a window where you can edit the move message and other attributes. The problem is that in this case adding the message is mandatory then. Yes, it's possible to preset the field with a default text, but this adds only unnecessary noise to the ticket, as it's always displayed with a star as a new unread message, even when it's only the default text.
In real life, there are some situations where I want to quickly move a message without adding a message, e.g. when moving it into the junk queue or when the reason for the move is clear, and other situations where I want to be more specific and add a message with the reason for the move. Is it possible to have both kinds of buttons at the same time?
-- Christoph --------------------------------------------------------------------- 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
Am 15.07.2014 13:27, schrieb Bogdan Iosif:
Yes, it's possible to preset the field with a default text
How?
In SysConfig under Ticket -> Frontend::Agent::Ticket::ViewMove You can set Ticket::Frontend::AgentTicketMove###Subject and Ticket::Frontend::AgentTicketMove###Body -- Christoph
On Tue, Jul 15, 2014 at 11:33 AM, Christoph Zwerschke < zwerschke@urz.uni-heidelberg.de> wrote:
OTRS has a "move" button that allows quickly moving a ticket into another queue, but you can't add a message with the move operation.
With the setting Frontend::Agent::Ticket::ViewMove it is possible to change the "move" button into a "queue" button that opens a window where you can edit the move message and other attributes. The problem is that in this case adding the message is mandatory then. Yes, it's possible to preset the field with a default text, but this adds only unnecessary noise to the ticket, as it's always displayed with a star as a new unread message, even when it's only the default text.
In real life, there are some situations where I want to quickly move a message without adding a message, e.g. when moving it into the junk queue or when the reason for the move is clear, and other situations where I want to be more specific and add a message with the reason for the move. Is it possible to have both kinds of buttons at the same time?
-- Christoph --------------------------------------------------------------------- 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
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-- Christoph Zwerschke Abteilung Service, Support und Sicherheit Tel. (06221) 54-2011 (Mo-Mi), Fax (06221) 54-2022 christoph.zwerschke@urz.uni-heidelberg.de Ruprecht-Karls-Universität Heidelberg Universitätsrechenzentrum (URZ) Im Neuenheimer Feld 293, 69120 Heidelberg http://www.urz.uni-heidelberg.de
Thanks. I was hoping there's a more general auto-coplete mechanism for various fields, that I missed. On Tue, Jul 15, 2014 at 3:33 PM, Christoph Zwerschke < zwerschke@urz.uni-heidelberg.de> wrote:
Am 15.07.2014 13:27, schrieb Bogdan Iosif:
Yes, it's possible to preset the field with a default text
How?
In SysConfig under Ticket -> Frontend::Agent::Ticket::ViewMove
You can set Ticket::Frontend::AgentTicketMove###Subject and Ticket::Frontend::AgentTicketMove###Body
-- Christoph
On Tue, Jul 15, 2014 at 11:33 AM, Christoph Zwerschke <
zwerschke@urz.uni-heidelberg.de> wrote:
OTRS has a "move" button that allows quickly moving a ticket into another
queue, but you can't add a message with the move operation.
With the setting Frontend::Agent::Ticket::ViewMove it is possible to change the "move" button into a "queue" button that opens a window where you can edit the move message and other attributes. The problem is that in this case adding the message is mandatory then. Yes, it's possible to preset the field with a default text, but this adds only unnecessary noise to the ticket, as it's always displayed with a star as a new unread message, even when it's only the default text.
In real life, there are some situations where I want to quickly move a message without adding a message, e.g. when moving it into the junk queue or when the reason for the move is clear, and other situations where I want to be more specific and add a message with the reason for the move. Is it possible to have both kinds of buttons at the same time?
-- Christoph --------------------------------------------------------------------- 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
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-- Christoph Zwerschke Abteilung Service, Support und Sicherheit Tel. (06221) 54-2011 (Mo-Mi), Fax (06221) 54-2022 christoph.zwerschke@urz.uni-heidelberg.de
Ruprecht-Karls-Universität Heidelberg Universitätsrechenzentrum (URZ) Im Neuenheimer Feld 293, 69120 Heidelberg http://www.urz.uni-heidelberg.de
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participants (3)
-
Bogdan Iosif -
Christoph Zwerschke -
Nils Leideck