Standard Types and Queues
Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling@rudolph-log.de http://www.rudolph-log.de http://www.rudolph-log.de/ http://www.logeon.net http://www.logeon.net/ -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm
Hi, I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... Didn't find a solution so I modified source code for it to avoid adding "-" entry. Maybe it's the same for you. If you find a solution or modify the code, I will be interested by your final resolution :) Thanks. BR, Laurent MINOST Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas a écrit :
Hallo!
i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig...
Thank You! Freundliche Grüße
i. A. Thomas Büchling Praktikant / IT-Services
Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling@rudolph-log.de http://www.rudolph-log.de http://www.logeon.net -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal
Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm
i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Look if there are some options to insert default values in SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewPhoneNew
I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one...
In SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewNew edit the following option inserting the queue you want your customers to use CustomerPanelOwnSelection: Here you can insert the Queues, which the customer can select in the Customer-Interface. Etichetta Content Hope this helps Gabriele ----- Original Message ----- From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Wednesday, September 12, 2007 2:19 PM Subject: Re: [otrs] Standard Types and Queues Hi, I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... Didn't find a solution so I modified source code for it to avoid adding "-" entry. Maybe it's the same for you. If you find a solution or modify the code, I will be interested by your final resolution :) Thanks. BR, Laurent MINOST Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas a écrit : Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling@rudolph-log.de http://www.rudolph-log.de http://www.logeon.net -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm ------------------------------------------------------------------------------ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
Hi Gabriele, Thanks for your answer. This parameter CustomerPanelOwnSelection allows to set Queues for which Customers will have access through drop-down menu but it doesn't permit me : - to set the default queue - to avoid having this default queue set to '-' which is hard coded and added when drop-down menu is displayed That's why I did some modifications on the code :( Best regards, Laurent MINOST Le jeudi 13 septembre 2007 à 10:48 +0200, Gabriele D'Andrea a écrit :
i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Look if there are some options to insert default values in SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewPhoneNew
I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one...
In SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewNew edit the following option inserting the queue you want your customers to use
CustomerPanelOwnSelection: Here you can insert the Queues, which the customer can select in the Customer-Interface. Etichetta
Content
Hope this helps Gabriele ----- Original Message ----- From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Wednesday, September 12, 2007 2:19 PM Subject: Re: [otrs] Standard Types and Queues
Hi,
I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... Didn't find a solution so I modified source code for it to avoid adding "-" entry. Maybe it's the same for you. If you find a solution or modify the code, I will be interested by your final resolution :)
Thanks.
BR,
Laurent MINOST
Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas a écrit :
> Hallo! > i want to Speed up the Ticket Typing Procedure.. Most > Tickets ( we mostly use Telephone Tickets ) have the same > Type ( "Problem" ) and go the same Queue. But in OTRS the > preselcetion for those Fileds is "-" and you have to Click > on "Problem" and the right Queue. > Is there a way set Standard Values for those Fileds? > I cant find Anything in Sysconfig... > Thank You! > Freundliche Grüße > > i. A. Thomas Büchling > Praktikant / IT-Services > > Tel +49 (0)561/ 4991 -125 > Fax +49 (0)561/ 4991 -93125 > thomas_buechling@rudolph-log.de > http://www.rudolph-log.de > http://www.logeon.net > -------------------------------------- > Rudolph Logistik Gruppe > -------------------------------------- > Rudolph Holding GmbH > Harzweg 10 > D 34225 Baunatal > > Amtsgericht Kassel HRB 6548 > Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten > Rudolph, Peter Malkomeß > ------------------------------------- > Abonnieren Sie unseren Newsletter RudolphREPORT unter > http://www.rudolph-log.de/aktuelles/aktuelles.cfm > >
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Which version of OTRS are you using? I'm using OTRS v. 2.1.7 We want our users to insert ticket in the 1st level queue, and not in other queues. Since there's the only queue they can put tickets in, I've removed all the other queues and inserted only the first level queue. Now, when they log in and open a ticket, they get the default queue by default (they don't get the '-' and don't have to select the queue manually). Could it be a matter of version? I don't remember what was the behaviour prior to the customization, I mean: before I limited users to that queue only, I don't remember if it was the first queue in list that was inserted by default or the '-'. Bye Gabriele ----- Original Message ----- From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Thursday, September 13, 2007 11:07 AM Subject: Re: [otrs] Standard Types and Queues Hi Gabriele, Thanks for your answer. This parameter CustomerPanelOwnSelection allows to set Queues for which Customers will have access through drop-down menu but it doesn't permit me : - to set the default queue - to avoid having this default queue set to '-' which is hard coded and added when drop-down menu is displayed That's why I did some modifications on the code :( Best regards, Laurent MINOST Le jeudi 13 septembre 2007 à 10:48 +0200, Gabriele D'Andrea a écrit : i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Look if there are some options to insert default values in SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewPhoneNew > I was having the same problem with Customer frontend, when creating a > new ticket, default queue needs to be selected and we use only one... In SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewNew edit the following option inserting the queue you want your customers to use CustomerPanelOwnSelection: Here you can insert the Queues, which the customer can select in the Customer-Interface. Etichetta Content Hope this helps Gabriele ----- Original Message ----- From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Wednesday, September 12, 2007 2:19 PM Subject: Re: [otrs] Standard Types and Queues Hi, I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... Didn't find a solution so I modified source code for it to avoid adding "-" entry. Maybe it's the same for you. If you find a solution or modify the code, I will be interested by your final resolution :) Thanks. BR, Laurent MINOST Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas a écrit : Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling@rudolph-log.de http://www.rudolph-log.de http://www.logeon.net -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm -------------------------------------------------------------------------- _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ ------------------------------------------------------------------------------ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
Hi, We're using OTRS 2.2.2 and I have just checked again to be sure, with only one queue defined on CustomerPanelOwnSelection, drop-down menu on NewTicket page of customer's frontend is displaying a '-' selected by default. It is needed to choose the right queue, then page is refreshed and queue is selected. BR, Laurent MINOST Le jeudi 13 septembre 2007 à 13:52 +0200, Gabriele D'Andrea a écrit :
Which version of OTRS are you using? I'm using OTRS v. 2.1.7 We want our users to insert ticket in the 1st level queue, and not in other queues. Since there's the only queue they can put tickets in, I've removed all the other queues and inserted only the first level queue. Now, when they log in and open a ticket, they get the default queue by default (they don't get the '-' and don't have to select the queue manually).
Could it be a matter of version? I don't remember what was the behaviour prior to the customization, I mean: before I limited users to that queue only, I don't remember if it was the first queue in list that was inserted by default or the '-'.
Bye Gabriele
----- Original Message ----- From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Thursday, September 13, 2007 11:07 AM Subject: Re: [otrs] Standard Types and Queues
Hi Gabriele,
Thanks for your answer.
This parameter CustomerPanelOwnSelection allows to set Queues for which Customers will have access through drop-down menu but it doesn't permit me : - to set the default queue - to avoid having this default queue set to '-' which is hard coded and added when drop-down menu is displayed
That's why I did some modifications on the code :(
Best regards,
Laurent MINOST
Le jeudi 13 septembre 2007 à 10:48 +0200, Gabriele D'Andrea a écrit :
> > i want to Speed up the Ticket Typing Procedure.. Most > > Tickets ( we mostly use Telephone Tickets ) have the same > > Type ( "Problem" ) and go the same Queue. But in OTRS the > > preselcetion for those Fileds is "-" and you have to Click > > on "Problem" and the right Queue. > > Look if there are some options to insert default values in > SysConfig -> Ticket -> > Frontend::Agent::Ticket::ViewPhoneNew > > I was having the same problem with Customer frontend, when > creating a > > new ticket, default queue needs to be selected and we use > only one... > > In SysConfig -> Ticket -> > Frontend::Customer::Ticket::ViewNew edit the following > option inserting the queue you want your customers to use > CustomerPanelOwnSelection: > Here you can insert the Queues, which the customer can > select in the Customer-Interface. > Etichetta > > Content > > > > > > > Hope this helps > Gabriele > > ----- Original Message ----- > From: Laurent Minost > To: User questions and discussions about OTRS.org > Sent: Wednesday, September 12, 2007 2:19 PM > Subject: Re: [otrs] Standard Types and Queues > > > Hi, > > I was having the same problem with Customer > frontend, when creating a new ticket, default queue > needs to be selected and we use only one... > Didn't find a solution so I modified source code for > it to avoid adding "-" entry. Maybe it's the same > for you. > If you find a solution or modify the code, I will be > interested by your final resolution :) > > Thanks. > > BR, > > Laurent MINOST > > > Le mercredi 12 septembre 2007 à 13:07 +0200, > Buechling, Thomas a écrit : > > > Hallo! > > i want to Speed up the Ticket Typing Procedure.. > > Most Tickets ( we mostly use Telephone > > Tickets ) have the same Type ( "Problem" ) and go > > the same Queue. But in OTRS the preselcetion for > > those Fileds is "-" and you have to Click on > > "Problem" and the right Queue. > > Is there a way set Standard Values for those > > Fileds? > > I cant find Anything in Sysconfig... > > Thank You! > > Freundliche Grüße > > > > i. A. Thomas Büchling > > Praktikant / IT-Services > > > > Tel +49 (0)561/ 4991 -125 > > Fax +49 (0)561/ 4991 -93125 > > thomas_buechling@rudolph-log.de > > http://www.rudolph-log.de > > http://www.logeon.net > > -------------------------------------- > > Rudolph Logistik Gruppe > > -------------------------------------- > > Rudolph Holding GmbH > > Harzweg 10 > > D 34225 Baunatal > > > > Amtsgericht Kassel HRB 6548 > > Geschäftsführer: Jürgen Rudolph, Werner Rudolph, > > Torsten Rudolph, Peter Malkomeß > > ------------------------------------- > > Abonnieren Sie unseren Newsletter RudolphREPORT > > unter > > http://www.rudolph-log.de/aktuelles/aktuelles.cfm > > > > > > > > ____________________________________________________ > > > _______________________________________________ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/
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Hi Laurent, so I think is a matter of version, OTRS 2.1.7 was designed to show the first queue as default, while 2.2.2 was designed not to have a default (-) So the only soultion must be to change the code directly, which I think you already did... Bye Gabriele ----- Original Message ----- From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Thursday, September 13, 2007 2:51 PM Subject: Re: [otrs] Standard Types and Queues Hi, We're using OTRS 2.2.2 and I have just checked again to be sure, with only one queue defined on CustomerPanelOwnSelection, drop-down menu on NewTicket page of customer's frontend is displaying a '-' selected by default. It is needed to choose the right queue, then page is refreshed and queue is selected. BR, Laurent MINOST Le jeudi 13 septembre 2007 à 13:52 +0200, Gabriele D'Andrea a écrit : Which version of OTRS are you using? I'm using OTRS v. 2.1.7 We want our users to insert ticket in the 1st level queue, and not in other queues. Since there's the only queue they can put tickets in, I've removed all the other queues and inserted only the first level queue. Now, when they log in and open a ticket, they get the default queue by default (they don't get the '-' and don't have to select the queue manually). Could it be a matter of version? I don't remember what was the behaviour prior to the customization, I mean: before I limited users to that queue only, I don't remember if it was the first queue in list that was inserted by default or the '-'. Bye Gabriele ----- Original Message ----- From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Thursday, September 13, 2007 11:07 AM Subject: Re: [otrs] Standard Types and Queues Hi Gabriele, Thanks for your answer. This parameter CustomerPanelOwnSelection allows to set Queues for which Customers will have access through drop-down menu but it doesn't permit me : - to set the default queue - to avoid having this default queue set to '-' which is hard coded and added when drop-down menu is displayed That's why I did some modifications on the code :( Best regards, Laurent MINOST Le jeudi 13 septembre 2007 à 10:48 +0200, Gabriele D'Andrea a écrit : i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Look if there are some options to insert default values in SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewPhoneNew > I was having the same problem with Customer frontend, when creating a > new ticket, default queue needs to be selected and we use only one... In SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewNew edit the following option inserting the queue you want your customers to use CustomerPanelOwnSelection: Here you can insert the Queues, which the customer can select in the Customer-Interface. Etichetta Content Hope this helps Gabriele ----- Original Message ----- From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Wednesday, September 12, 2007 2:19 PM Subject: Re: [otrs] Standard Types and Queues Hi, I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... Didn't find a solution so I modified source code for it to avoid adding "-" entry. Maybe it's the same for you. If you find a solution or modify the code, I will be interested by your final resolution :) Thanks. BR, Laurent MINOST Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas a écrit : Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling@rudolph-log.de http://www.rudolph-log.de http://www.logeon.net -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm ---------------------------------------------------------------------- _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ -------------------------------------------------------------------------- _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ ------------------------------------------------------------------------------ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
Buechling, Thomas schrieb am 12.09.2007 13:07 Uhr: Hallo!
i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig...
Thank You!
Freundliche Grüße
i. A. Thomas Büchling Praktikant / IT-Services
Just edit the HTML Code for the DropDown Fields in the appropriate .dtl (/opt/otrs/Kernel/Output/HTML/Standard/*.dtl) to Preselect "Problem" ... hth FranzF.
participants (4)
-
Buechling, Thomas -
Franz Ferdinand Esberger -
Gabriele D'Andrea -
Laurent Minost