Hello, How can an agent quickly remove a ticket? I'd like to set up some "open" (accepts mail from any address) queue. As spammers do like to send mails to such an address, I'd like to give permission to agents to simply remove the created ticket. I can do it via bulk action, but selecting just one ticket for that is really difficult. BTW, how can I disable the "Ticket selected for bulk action" popup? Regards, Slapic
On Thu, 04 Nov 2004 19:08:17 +0100, Czakó Krisztián
Hello,
How can an agent quickly remove a ticket? I'd like to set up some "open" (accepts mail from any address) queue. As spammers do like to send mails to such an address, I'd like to give permission to agents to simply remove the created ticket.
I can do it via bulk action, but selecting just one ticket for that is really difficult.
Either use the bulk feature or zoom in on the ticket and use the move function on the lower right hand to move it to the junk queue. If you want it any easier than that (say a link for each ticket in queue view titled "delete") you will have to program it yourself or you can get a quote for custom development by contacting sales@otrs.de
BTW, how can I disable the "Ticket selected for bulk action" popup?
Place the following in Kernel/Config.pm [Kernel/Config.pm] # FrontendBulkFeatureJavaScriptAlert # (enable/disable java script popup if a bulk ticket is selected) $Self->{FrontendBulkFeatureJavaScriptAlert} = 0; Hth, Tyler Hepworth
Tyler Hepworth schrieb:
How can an agent quickly remove a ticket?
Either use the bulk feature or zoom in on the ticket and use the move function on the lower right hand to move it to the junk queue. If you want it any easier than that (say a link for each ticket in queue view titled "delete") you will have to program it yourself or you can get a quote for custom development by contacting sales@otrs.de
Well, it's just a link, so...
The Link has to look like the following:
http://localhost/otrs/index.pl?Action=AgentMove&TicketID=12345&DestQueueID=5
A really good place for such a link where AgentMailboxTicket.dtl,
AgentZoomHead.dtl _and_ TicketView.dtl. Place the following IN ONE LINE
at the beginning of each file and remember to change the DestQueueID
from 5 to the id of you 'delete' queue.
2004-11-04, cs keltezéssel 20:38-kor Robert Kehl ezt írta:
Well, it's just a link, so... The Link has to look like the following: http://localhost/otrs/index.pl?Action=AgentMove&TicketID=12345&DestQueueID=5 A really good place for such a link where AgentMailboxTicket.dtl, AgentZoomHead.dtl _and_ TicketView.dtl. Place the following IN ONE LINE at the beginning of each file and remember to change the DestQueueID from 5 to the id of you 'delete' queue.
$Text{"Delete"}</a>"; }> Now you can use $Data{"AgentDeleteStrg"} in the files wherever you want the link to appear. An agent clicking on it will move the ticket to the desired queue, from which a GA job will/can later delete them. But that's another story to be told in another thread ;) *scnr*
That moves it to an other queue. As I can see, the "deleted" state (can be set via bulaction) is an other thing. But it should be done in the same way I think. Another problem with the bulkaction that it locks all selected tickets before the action, and I will have several delated state locked tickets after the action, so I have to unlock one by one... :( How can I unlock tickets in bulkaction? Regards, Slapic
Czakó Krisztián schrieb:
That moves it to an other queue. As I can see, the "deleted" state (can be set via bulaction) is an other thing.
Ime, this state does nothing at current, even if it exists, sorry. You will have to use a GenericAgent job to delete the tickets. That's why they're moved to another queue - on which the agents should not have 'rw' access, btw.
Another problem with the bulkaction that it locks all selected tickets before the action, and I will have several delated state locked tickets after the action, so I have to unlock one by one... :( How can I unlock tickets in bulkaction?
Search the archives of the lat days, please. hth, Robert Kehl
2004-11-04, cs keltezéssel 21:08-kor Robert Kehl ezt írta:
Czakó Krisztián schrieb:
That moves it to an other queue. As I can see, the "deleted" state (can be set via bulaction) is an other thing.
Ime, this state does nothing at current, even if it exists, sorry. You will have to use a GenericAgent job to delete the tickets. That's why they're moved to another queue - on which the agents should not have 'rw' access, btw.
I see. But what happens to the tickets with state deleted? I can't see them on the agent interface.
Another problem with the bulkaction that it locks all selected tickets before the action, and I will have several delated state locked tickets after the action, so I have to unlock one by one... :( How can I unlock tickets in bulkaction? Search the archives of the lat days, please.
Sorry, I've somehow missed that thread :( But searching the archive is a great thing :) Regards, Slapic
participants (3)
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Czakó Krisztián -
Robert Kehl -
Tyler Hepworth