Hide Owner field in ViewMove
Hi, Community! In Frontend::Agent::Ticket::ViewNote there is an option Ticket::Frontend::AgentTicketNote###Owner which allows to show/hide new owner selection while composing a note. When an agent moves a ticket to another queue and selects new owner, other users of group do not receive notifications. I'd like to disallow selecting new owner so that every viewer of queue could "take" unlocked ticket by locking it and became its owner. Unfortunately, there is no Ticket::Frontend::AgentTicketMove###Owner option in Frontend::Agent::Ticket::ViewMove. What is your advice? Thanks -- regards, Mihail
Thanks for your response! 1. This is what I know, but some agents sometimes ignore this rule and do set new owner. For example, they set Bob as new owner, Bob receives notification and nobody else does, which is not desired behavior. 2. Hacking sources will be the last effort :) -- regards, Mihail
Михаил Лукин wrote :
2. Hacking sources will be the last effort :)
Hello Mihail, the simplest solution would be to change Ticket::Frontend::MoveType to Dropdown, if you don't need the move notes, which will then be disabled. Otherwise you could modify the dtl as suggested. Since you can and should do this in a separate theme this is much easier to handle than hacking the sources. Perhaps you can also solve this with an ACL, I don't know exactly. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
Hi Mihail, Again here, as with the thread Subject: [otrs] tags for parent/child tickets. On Jan 26, 2010, at 24:35 , Alexander Halle wrote:
Михаил Лукин wrote :
2. Hacking sources will be the last effort :)
Hacking is effective, but not good or proper. Please take the time to make an enhancement bug. IMHO, the masks should all behave the same, and have sysconfig options for stuff like this.
Hello Mihail,
the simplest solution would be to change Ticket::Frontend::MoveType to Dropdown, if you don't need the move notes, which will then be disabled.
Otherwise you could modify the dtl as suggested. Since you can and should do this in a separate theme this is much easier to handle than hacking the sources.
Perhaps you can also solve this with an ACL, I don't know exactly.
///Shawn
Thanx, Shawn
On Tue, Jan 26, 2010 at 10:16 AM, Shawn Beasley
Hacking is effective, but not good or proper. Please take the time to make an enhancement bug. IMHO, the masks should all behave the same, and have sysconfig options for stuff like this.
Well, now I commented out new/old owner fields in dtl as Putkin German suggested, but I'm still hoping that there is possibility to do the same thing with ACLs (thnx to Alexander Halle). However, inspecting Ticket.pm gave me nothing on that way. If there is no such functionality then I'll try to make an enhancement bug. -- regards, Mihail
participants (4)
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Alexander Halle -
Putkin German -
Shawn Beasley -
Михаил Лукин