Hi Daniele, First, thanks for your reply. This solution could be one but I don't think we need such a high level of restriction :) Problem is that agent need to go to "Free Fields" form, change Ticket Type then go back and click on Compose and then reply to the ticket to be able to use "close" states. Do you know if there is a way to manage the Ticket Type field directly as Free Fields and add it to the compose form please ? Maybe it's a dev@otrs.org discussion then ? :) Thanks, Laurent MINOST CARNINO Daniele (FIAT SERVICES) a écrit :

If you want to force your agents to fill the ticket type before closing, IMHO the best things is to use ACL. Add something like this to your Config.pm to disable the closing states for tickets without defined type (which means type=default, usually).

# ticket acl

$Self->{TicketAcl}->{'Force Type'} = {

# match properties Properties => {

# current ticket match properties Ticket => { Type => ['default'], }

},

# return possible options (white list) Possible => {

# possible ticket options (white list) Ticket => { State => ['new', 'open', 'pending reminder'], },

# possible action options Action => { AgentTicketLock => 1, AgentTicketZoom => 1, AgentTicketClose => 0, AgentTicketPending => 1, AgentTicketNote => 1, AgentTicketHistory => 1, AgentTicketPriority => 1, AgentTicketFreeText => 1, AgentTicketHistory => 1, AgentTicketCompose => 1, AgentTicketBounce => 1, AgentTicketPrint => 1, AgentTicketForward => 1, AgentTicketPrint => 1, AgentTicketPhone => 1, AgentTicketPhoneOutbound => 1, AgentTicketCustomer => 1, AgentTicketMove => 1, AgentTicketOwner => 1, AgentTicketResponsible => 1, AgentTicketWatcher => 1, AgentLinkObject => 1, }, }, };

-----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Laurent Minost Inviato: lunedì 17 novembre 2008 18.56 A: User questions and discussions about OTRS. Cc: Mohamed Bouhlel Oggetto: Re: [otrs] TicketType on reply

Hi Aris,

Sure : when you reply to a ticket, you click on "Compose Answer (email): " Compose button (or link depending on your OTRS configuration) on the bottom right side of the screen. Then you can enter your answer and other standard details like any MUA : From/To/CC/Subject and also Ticket State/Pending time etc ... and also if you use it some customized Free Text Fields ...

What I tried to achieve is to add the Type field in this form (the same one that you can see when clicking on "Free Fields" link when Zooming on a ticket), so I will be able to enter information about the TicketType/Category when replying to customers. The main purpose of this is to "force" agents to fill this field, the best would be to be able to configure it as mandatory or not (like some others OTRS parameters).

Don't hesitate to tell me if you need more informations. Thanks.

Laurent MINOST

Aris Czamanske a écrit :

...

Could you give some more detail, or an example? Regards, Aris

----- Original Message ---- From: Laurent Minost To: User questions and discussions about OTRS.org Cc: Mohamed Bouhlel Sent: Monday, November 17, 2008 10:41:28 AM Subject: [otrs] TicketType on reply

Hi,

Anyone knows if there is a way to specify the Ticket Type when replying to a ticket (Compose) please ? I was able to specify some FreeFields there but not for the Type field that seems to be managed differently/internally by OTRS.

Thanks by advance for your replies. BR,

Laurent MINOST _______________________________________________ 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

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_______________________________________________ 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 _______________________________________________ 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

Hi, Thanks a lot for your answers and time. Already tried to add a new dtl block on the OTRS template for AgentTicketCompose form but as I'm not mastering the OTRS dtl/code structure and Perl, I was not able to make it appear on the form, as far as I know and correct me if I'm wrong but it seems that this block would appear only if we have a good Block corresponding code in Kernel/Modules/AgentTicketCompose.pm, isn't it ? But I don't know which parameters/values/arrays? I need to put there ... Second solution could also be a workaround but to my point of view as we already have an existent parameter to define Type/Category of a ticket under OTRS, it would be a pity to not use it and use FreeFields for this :) Laurent MINOST CARNINO Daniele (FIAT SERVICES) a écrit :

I think you have two ways to do this:

1) You might add something like:

function submit_compose() { if (document.compose.TypeID && document.compose.TypeID.value == "") { alert('$JSText{"Ticket Type is required!"}'); document.compose.TypeID.focus(); return false; }

<!-- dtl:block:TicketType --> <tr> <td class="contentkey">$Text{"Type"}:</td> <td class="contentvalue"> $Data{"TypeStrg"}</td> </tr> <!-- dtl:block:TicketType -->

to your /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketCompose.dtl

2) Disable the ticket type on sysconfig ad use a Freetext field, instead.

Ciao, d.

-----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Laurent Minost Inviato: martedì 18 novembre 2008 10.31 A: User questions and discussions about OTRS. Cc: Mohamed Bouhlel Oggetto: Re: [otrs] R: TicketType on reply

Hi Daniele,

First, thanks for your reply.

This solution could be one but I don't think we need such a high level of restriction :) Problem is that agent need to go to "Free Fields" form, change Ticket Type then go back and click on Compose and then reply to the ticket to be able to use "close" states. Do you know if there is a way to manage the Ticket Type field directly as Free Fields and add it to the compose form please ?

Maybe it's a dev@otrs.org discussion then ? :)

Thanks,

Laurent MINOST

CARNINO Daniele (FIAT SERVICES) a écrit :

...

If you want to force your agents to fill the ticket type before closing, IMHO the best things is to use ACL. Add something like this to your Config.pm to disable the closing states for tickets without defined type (which means type=default, usually).

# ticket acl

$Self->{TicketAcl}->{'Force Type'} = {

# match properties Properties => {

# current ticket match properties Ticket => { Type => ['default'], }

},

# return possible options (white list) Possible => {

# possible ticket options (white list) Ticket => { State => ['new', 'open', 'pending reminder'], },

# possible action options Action => { AgentTicketLock => 1, AgentTicketZoom => 1, AgentTicketClose => 0, AgentTicketPending => 1, AgentTicketNote => 1, AgentTicketHistory => 1, AgentTicketPriority => 1, AgentTicketFreeText => 1, AgentTicketHistory => 1, AgentTicketCompose => 1, AgentTicketBounce => 1, AgentTicketPrint => 1, AgentTicketForward => 1, AgentTicketPrint => 1, AgentTicketPhone => 1, AgentTicketPhoneOutbound => 1, AgentTicketCustomer => 1, AgentTicketMove => 1, AgentTicketOwner => 1, AgentTicketResponsible => 1, AgentTicketWatcher => 1, AgentLinkObject => 1, }, }, };

-----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Laurent Minost Inviato: lunedì 17 novembre 2008 18.56 A: User questions and discussions about OTRS. Cc: Mohamed Bouhlel Oggetto: Re: [otrs] TicketType on reply

Hi Aris,

Sure : when you reply to a ticket, you click on "Compose Answer (email): " Compose button (or link depending on your OTRS configuration) on the bottom right side of the screen. Then you can enter your answer and other standard details like any MUA : From/To/CC/Subject and also Ticket State/Pending time etc ... and also if you use it some customized Free Text Fields ...

What I tried to achieve is to add the Type field in this form (the same one that you can see when clicking on "Free Fields" link when Zooming on a ticket), so I will be able to enter information about the TicketType/Category when replying to customers. The main purpose of this is to "force" agents to fill this field, the best would be to be able to configure it as mandatory or not (like some others OTRS parameters).

Don't hesitate to tell me if you need more informations. Thanks.

Laurent MINOST

Aris Czamanske a écrit :

...

Could you give some more detail, or an example? Regards, Aris

----- Original Message ---- From: Laurent Minost To: User questions and discussions about OTRS.org Cc: Mohamed Bouhlel Sent: Monday, November 17, 2008 10:41:28 AM Subject: [otrs] TicketType on reply

Hi,

Anyone knows if there is a way to specify the Ticket Type when replying to a ticket (Compose) please ? I was able to specify some FreeFields there but not for the Type field that seems to be managed differently/internally by OTRS.

Thanks by advance for your replies. BR,

Laurent MINOST _______________________________________________ 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

_______________________________________________ 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

_______________________________________________ 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 _______________________________________________ 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

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Hi Ugo, Thanks for your answer, I share your point of view and think it would be a nice functionnality useful for some configurations. For the moment, as we're not having any other solutions, we're using the TicketACL trick provided by Daniele in last mails. Not the best solution because sometimes I forget to fill TicketType before composing and it's only after composing my whole answer that I see that Ticket States are restricted so I need to copy/paste my answer elsewhere and go back to FreeFields ... But that's the only one that can really be used at the moment. BR, Laurent MINOST Ugo Bellavance a écrit :

Sorry for top-posting, but I personnally think that the ticket type should be editable at any time, especially at "move" and "reply (Compose Answer (email)"

Regards,

Laurent Minost a écrit :

...

Hi,

Thanks a lot for your answers and time.

Already tried to add a new dtl block on the OTRS template for AgentTicketCompose form but as I'm not mastering the OTRS dtl/code structure and Perl, I was not able to make it appear on the form, as far as I know and correct me if I'm wrong but it seems that this block would appear only if we have a good Block corresponding code in Kernel/Modules/AgentTicketCompose.pm, isn't it ? But I don't know which parameters/values/arrays? I need to put there ...

Second solution could also be a workaround but to my point of view as we already have an existent parameter to define Type/Category of a ticket under OTRS, it would be a pity to not use it and use FreeFields for this :)

Laurent MINOST

CARNINO Daniele (FIAT SERVICES) a écrit :

...

I think you have two ways to do this:

1) You might add something like:

function submit_compose() { if (document.compose.TypeID && document.compose.TypeID.value == "") { alert('$JSText{"Ticket Type is required!"}'); document.compose.TypeID.focus(); return false; }

<!-- dtl:block:TicketType --> <tr> <td class="contentkey">$Text{"Type"}:</td> <td class="contentvalue"> $Data{"TypeStrg"}</td> </tr> <!-- dtl:block:TicketType -->

to your /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketCompose.dtl

2) Disable the ticket type on sysconfig ad use a Freetext field, instead.

Ciao, d.

-----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Laurent Minost Inviato: martedì 18 novembre 2008 10.31 A: User questions and discussions about OTRS. Cc: Mohamed Bouhlel Oggetto: Re: [otrs] R: TicketType on reply

Hi Daniele,

First, thanks for your reply.

This solution could be one but I don't think we need such a high level of restriction :) Problem is that agent need to go to "Free Fields" form, change Ticket Type then go back and click on Compose and then reply to the ticket to be able to use "close" states. Do you know if there is a way to manage the Ticket Type field directly as Free Fields and add it to the compose form please ?

Maybe it's a dev@otrs.org discussion then ? :)

Thanks,

Laurent MINOST

CARNINO Daniele (FIAT SERVICES) a écrit :

...

If you want to force your agents to fill the ticket type before closing, IMHO the best things is to use ACL. Add something like this to your Config.pm to disable the closing states for tickets without defined type (which means type=default, usually).

# ticket acl

$Self->{TicketAcl}->{'Force Type'} = {

# match properties Properties => {

# current ticket match properties Ticket => { Type => ['default'], }

},

# return possible options (white list) Possible => {

# possible ticket options (white list) Ticket => { State => ['new', 'open', 'pending reminder'], },

# possible action options Action => { AgentTicketLock => 1, AgentTicketZoom => 1, AgentTicketClose => 0, AgentTicketPending => 1, AgentTicketNote => 1, AgentTicketHistory => 1, AgentTicketPriority => 1, AgentTicketFreeText => 1, AgentTicketHistory => 1, AgentTicketCompose => 1, AgentTicketBounce => 1, AgentTicketPrint => 1, AgentTicketForward => 1, AgentTicketPrint => 1, AgentTicketPhone => 1, AgentTicketPhoneOutbound => 1, AgentTicketCustomer => 1, AgentTicketMove => 1, AgentTicketOwner => 1, AgentTicketResponsible => 1, AgentTicketWatcher => 1, AgentLinkObject => 1, }, }, };

-----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Laurent Minost Inviato: lunedì 17 novembre 2008 18.56 A: User questions and discussions about OTRS. Cc: Mohamed Bouhlel Oggetto: Re: [otrs] TicketType on reply

Hi Aris,

Sure : when you reply to a ticket, you click on "Compose Answer (email): " Compose button (or link depending on your OTRS configuration) on the bottom right side of the screen. Then you can enter your answer and other standard details like any MUA : From/To/CC/Subject and also Ticket State/Pending time etc ... and also if you use it some customized Free Text Fields ...

What I tried to achieve is to add the Type field in this form (the same one that you can see when clicking on "Free Fields" link when Zooming on a ticket), so I will be able to enter information about the TicketType/Category when replying to customers. The main purpose of this is to "force" agents to fill this field, the best would be to be able to configure it as mandatory or not (like some others OTRS parameters).

Don't hesitate to tell me if you need more informations. Thanks.

Laurent MINOST

Aris Czamanske a écrit :

...

Could you give some more detail, or an example? Regards, Aris

----- Original Message ---- From: Laurent Minost To: User questions and discussions about OTRS.org Cc: Mohamed Bouhlel Sent: Monday, November 17, 2008 10:41:28 AM Subject: [otrs] TicketType on reply

Hi,

Anyone knows if there is a way to specify the Ticket Type when replying to a ticket (Compose) please ? I was able to specify some FreeFields there but not for the Type field that seems to be managed differently/internally by OTRS.

Thanks by advance for your replies. BR,

Laurent MINOST _______________________________________________ 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

_______________________________________________ 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

_______________________________________________ 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 _______________________________________________ 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

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