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Sarper SARIDAL

26 Oct 2009 26 Oct '09

3:59 p.m.

Hi all, Is it possible to disable the TO field while creating a ticket? Or set it as a predefined field and not allow users to change... (hashed field) 2 nd question is it possible to set service type field to a MUST field. It is really urgent for me if someone has an answer or a workaround solution it will be great! Sarper

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Marco Vannini

26 Oct 26 Oct

4:03 p.m.

For the II question: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=334 for the first you should probably go to mod Customerxxxxdtl MV On Mon, Oct 26, 2009 at 4:59 PM, Sarper SARIDAL wrote:

Hi all,

Is it possible to disable the TO field while creating a ticket?

Or set it as a predefined field and not allow users to change... (hashed field)

2 nd question is it possible to set service type field to a MUST field.

It is really urgent for me if someone has an answer or a workaround solution it will be great!

Sarper

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James Morgan

10:27 p.m.

To answer your first question I simply modified the template for that page to change the combobox to have only one option rather than retrieving from the database. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sarper SARIDAL Sent: Tuesday, 27 October 2009 2:59 AM To: otrs@otrs.org Subject: [otrs] Customer ticket screen [Urgent] Hi all, Is it possible to disable the TO field while creating a ticket? Or set it as a predefined field and not allow users to change... (hashed field) 2 nd question is it possible to set service type field to a MUST field. It is really urgent for me if someone has an answer or a workaround solution it will be great! Sarper

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Sarper SARIDAL

27 Oct 27 Oct

7:43 a.m.

Hi James, Can you please point me to which file to edit. and / or send me the code for it. I don't want other queues (TO) field to be selected by customers but while doing that : i don't want to change the queue types from users to admin so they don't see it. That's not what i want. I just want to force them to have one option by default in the TO field and your way of solving seems to be the only way. Thanks & Regards, Sarper On Tue, Oct 27, 2009 at 12:27 AM, James Morgan wrote:

To answer your first question I simply modified the template for that page to change the combobox to have only one option rather than retrieving from the database.

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Sarper SARIDAL *Sent:* Tuesday, 27 October 2009 2:59 AM *To:* otrs@otrs.org *Subject:* [otrs] Customer ticket screen [Urgent]

Hi all,

Is it possible to disable the TO field while creating a ticket?

Or set it as a predefined field and not allow users to change... (hashed field)

2 nd question is it possible to set service type field to a MUST field.

It is really urgent for me if someone has an answer or a workaround solution it will be great!

Sarper

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James Morgan

7:53 a.m.

Hi Sarper, The file you're looking for is /opt/otrs/Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl (the /opt/otrs part may differ in your installation). The section you want is: <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> ...which is on line 79 on my copy. It's the $Data{"ToStrg"} that you want to change. Have a look at View Source from your browser to see what that variable produces and modify it to suit what you need. You basically want either a combo box with only one value in it, or you want to remove it altogether and replace it with a hidden form variable. Let me know if this is unclear and I may be able to assist further. This modification is independant of any other fields on the page, which will work as normal. Kind Regards, James. ________________________________ From: otrs-bounces@otrs.org on behalf of Sarper SARIDAL Sent: Tue 27/10/2009 6:43 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer ticket screen [Urgent] Hi James, Can you please point me to which file to edit. and / or send me the code for it. I don't want other queues (TO) field to be selected by customers but while doing that : i don't want to change the queue types from users to admin so they don't see it. That's not what i want. I just want to force them to have one option by default in the TO field and your way of solving seems to be the only way. Thanks & Regards, Sarper On Tue, Oct 27, 2009 at 12:27 AM, James Morgan wrote: To answer your first question I simply modified the template for that page to change the combobox to have only one option rather than retrieving from the database. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sarper SARIDAL Sent: Tuesday, 27 October 2009 2:59 AM To: otrs@otrs.org Subject: [otrs] Customer ticket screen [Urgent] Hi all, Is it possible to disable the TO field while creating a ticket? Or set it as a predefined field and not allow users to change... (hashed field) 2 nd question is it possible to set service type field to a MUST field. It is really urgent for me if someone has an answer or a workaround solution it will be great! Sarper --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Marco Vannini

8:25 a.m.

If this is just for queue what about CustomerPanelOwnSelection: Here you can insert the Queues, which the customer can select in the Customer-Interface in sysconfig Ticket -> Frontend::Customer::Ticket::ViewNew ? On Tue, Oct 27, 2009 at 8:43 AM, Sarper SARIDAL wrote:

Hi James,

Can you please point me to which file to edit.

and / or send me the code for it.

I don't want other queues (TO) field to be selected by customers but while doing that :

i don't want to change the queue types from users to admin so they don't see it. That's not what i want.

I just want to force them to have one option by default in the TO field and your way of solving seems to be the only way.

Thanks & Regards,

Sarper

On Tue, Oct 27, 2009 at 12:27 AM, James Morgan
...
wrote:

...
To answer your first question I simply modified the template for that page to change the combobox to have only one option rather than retrieving from the database.

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Sarper SARIDAL *Sent:* Tuesday, 27 October 2009 2:59 AM *To:* otrs@otrs.org *Subject:* [otrs] Customer ticket screen [Urgent]

Hi all,

Is it possible to disable the TO field while creating a ticket?

Or set it as a predefined field and not allow users to change... (hashed field)

2 nd question is it possible to set service type field to a MUST field.

It is really urgent for me if someone has an answer or a workaround solution it will be great!

Sarper

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James Morgan

8:29 a.m.

That also is a good idea and not one I've looked into previously. What version was it added in? ________________________________ From: otrs-bounces@otrs.org on behalf of Marco Vannini Sent: Tue 27/10/2009 7:25 PM To: sarper.saridal@gmail.com; User questions and discussions about OTRS. Subject: Re: [otrs] Customer ticket screen [Urgent] If this is just for queue what about CustomerPanelOwnSelection: Here you can insert the Queues, which the customer can select in the Customer-Interface in sysconfig Ticket -> Frontend::Customer::Ticket::ViewNew ? On Tue, Oct 27, 2009 at 8:43 AM, Sarper SARIDAL wrote: Hi James, Can you please point me to which file to edit. and / or send me the code for it. I don't want other queues (TO) field to be selected by customers but while doing that : i don't want to change the queue types from users to admin so they don't see it. That's not what i want. I just want to force them to have one option by default in the TO field and your way of solving seems to be the only way. Thanks & Regards, Sarper On Tue, Oct 27, 2009 at 12:27 AM, James Morgan wrote: To answer your first question I simply modified the template for that page to change the combobox to have only one option rather than retrieving from the database. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sarper SARIDAL Sent: Tuesday, 27 October 2009 2:59 AM To: otrs@otrs.org Subject: [otrs] Customer ticket screen [Urgent] Hi all, Is it possible to disable the TO field while creating a ticket? Or set it as a predefined field and not allow users to change... (hashed field) 2 nd question is it possible to set service type field to a MUST field. It is really urgent for me if someone has an answer or a workaround solution it will be great! Sarper --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Sarper SARIDAL

8:38 a.m.

Thanks to all of you especially to James and Morgan... I used morgan's answer but james knowledge olso helped me out to customize it further.. Thanks to both of you. Regards, Sarper On Tue, Oct 27, 2009 at 10:29 AM, James Morgan wrote:

That also is a good idea and not one I've looked into previously.

What version was it added in?

________________________________

From: otrs-bounces@otrs.org on behalf of Marco Vannini Sent: Tue 27/10/2009 7:25 PM To: sarper.saridal@gmail.com; User questions and discussions about OTRS. Subject: Re: [otrs] Customer ticket screen [Urgent]

If this is just for queue what about

CustomerPanelOwnSelection: Here you can insert the Queues, which the customer can select in the Customer-Interface

in sysconfig Ticket -> Frontend::Customer::Ticket::ViewNew ?

On Tue, Oct 27, 2009 at 8:43 AM, Sarper SARIDAL wrote:

Hi James,

Can you please point me to which file to edit.

and / or send me the code for it.

I don't want other queues (TO) field to be selected by customers but while doing that :

i don't want to change the queue types from users to admin so they don't see it. That's not what i want.

I just want to force them to have one option by default in the TO field and your way of solving seems to be the only way.

Thanks & Regards,

Sarper

On Tue, Oct 27, 2009 at 12:27 AM, James Morgan < james.morgan@vernet.net.au> wrote:

To answer your first question I simply modified the template for that page to change the combobox to have only one option rather than retrieving from the database.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sarper SARIDAL Sent: Tuesday, 27 October 2009 2:59 AM To: otrs@otrs.org Subject: [otrs] Customer ticket screen [Urgent]

Hi all,

Is it possible to disable the TO field while creating a ticket?

Or set it as a predefined field and not allow users to change... (hashed field)

2 nd question is it possible to set service type field to a MUST field.

It is really urgent for me if someone has an answer or a workaround solution it will be great!

Sarper

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James Morgan
Marco Vannini
Sarper SARIDAL