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why ticket's body or note is mandatory?

Afshar Mohebbi

16 May 2009 16 May '09

2:36 p.m.

Hi all, Why I can not leave ticket notes empty? Can I switch off this option? This is also applicable on ticket's body. Regards, Afshar Mohebbi

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Afshar Mohebbi

19 May 19 May

5:01 a.m.

Any idea about it? On Sat, May 16, 2009 at 7:06 PM, Afshar Mohebbi wrote:

Hi all,

Why I can not leave ticket notes empty? Can I switch off this option? This is also applicable on ticket's body.

Regards, Afshar Mohebbi

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Maurice James

20 May 20 May

1:12 a.m.

Why bother adding a note if you are going to leave the body empty? From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Afshar Mohebbi Sent: Tuesday, May 19, 2009 1:01 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] why ticket's body or note is mandatory? Any idea about it? On Sat, May 16, 2009 at 7:06 PM, Afshar Mohebbi wrote: Hi all, Why I can not leave ticket notes empty? Can I switch off this option? This is also applicable on ticket's body. Regards, Afshar Mohebbi

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Afshar Mohebbi

1:42 p.m.

Hi Maurice, My main problem is when I want to close a ticket I must enter some text in body of it. Is there any way to get rid of this? Afshar On Wed, May 20, 2009 at 5:42 AM, Maurice James wrote:

Why bother adding a note if you are going to leave the body empty?

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Afshar Mohebbi *Sent:* Tuesday, May 19, 2009 1:01 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] why ticket's body or note is mandatory?

Any idea about it?

On Sat, May 16, 2009 at 7:06 PM, Afshar Mohebbi wrote:

Hi all,

Why I can not leave ticket notes empty? Can I switch off this option? This is also applicable on ticket's body.

Regards, Afshar Mohebbi

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Shawn Beasley

2:28 p.m.

Afshar, On 20.05.2009, at 15:42, Afshar Mohebbi wrote:

Hi Maurice, My main problem is when I want to close a ticket I must enter some text in body of it. Is there any way to get rid of this?

The check is only java scritping in the DTL, but as was already stated, it does not make much sense to turn this check off.

Why bother adding a note if you are going to leave the body empty?

Best wishes, -- Shawn Beasley Support Technician ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/

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LQ Marshall

4:11 p.m.

Hi Maurice, My main problem is when I want to close a ticket I must enter some text in body of it. Is there any way to get rid of this?

Yes, in the sysconfig there is a way to disable the requirement of text in the message. I remember this being discussed and resolved sometime ago. I do not remember the exact solution. I do know that you can change the default body from <blank> to <space> in the sysconfig.

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Maurice James

21 May 21 May

12:10 a.m.

Another option is to just hit the space bar in the body of the message. You do not have to type actual letters and numbers. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shawn Beasley Sent: Wednesday, May 20, 2009 10:29 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] why ticket's body or note is mandatory? Afshar, On 20.05.2009, at 15:42, Afshar Mohebbi wrote: Hi Maurice, My main problem is when I want to close a ticket I must enter some text in body of it. Is there any way to get rid of this? The check is only java scritping in the DTL, but as was already stated, it does not make much sense to turn this check off. Why bother adding a note if you are going to leave the body empty? Best wishes, -- Shawn Beasley Support Technician ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/

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Afshar Mohebbi

3:57 a.m.

Thanks all! This is our user's request indeed. They don't want to enter any text even a single space when they close a ticket or when taking ownership a ticket. Many thanks for your attentions Afshar Mohebbi On Thu, May 21, 2009 at 4:40 AM, Maurice James wrote:

Another option is to just hit the space bar in the body of the message. You do not have to type actual letters and numbers.

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Shawn Beasley *Sent:* Wednesday, May 20, 2009 10:29 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] why ticket's body or note is mandatory?

Afshar,

On 20.05.2009, at 15:42, Afshar Mohebbi wrote:

Hi Maurice, My main problem is when I want to close a ticket I must enter some text in body of it. Is there any way to get rid of this?

The check is only java scritping in the DTL, but as was already stated, it does not make much sense to turn this check off.

Why bother adding a note if you are going to leave the body empty?

Best wishes,

--

Shawn Beasley

Support Technician

((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing

Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18

http://www.otrs.com/ :: Communication with success!

Geschäftssitz: Bad Homburg

Amtsgericht Bad Homburg, HRB 10751

Steuernummer: 003 240 97505

Aufsichtsratsvorsitzender: Burchard Steinbild

Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer

NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen!

http://www.otrs.com/de/support/enterprise-subscription/

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Shawn Beasley

22 May 22 May

8:19 a.m.

Hi Afshar, On 21.05.2009, at 05:57, Afshar Mohebbi wrote:

Thanks all!

This is our user's request indeed. They don't want to enter any text even a single space when they close a ticket or when taking ownership a ticket.

The Sysconfig is your friend: Ticket::Frontend::AgentTicketClose###Note: Search for AgentTicketClose###Note in the search field to find the correct sub-group for turning off the note field completely. -- Shawn Beasley Support Technician ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/

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participants (4)

Afshar Mohebbi
LQ Marshall
Maurice James
Shawn Beasley