Tyler, thanks so much for your detailed information. As I don't want tickets that have *just* been created to have the answered = 1 I believe the option of changing AgentCompose.pm makes more sense. I've located the following lines and will list a couple of ways in which I have attempted to change them. I've seen absolutely no change in the operation of the AgentCompose screen. Perhaps you can offer a quick pointer or two?
Original: # set answerd $Self->{TicketObject}->TicketSetAnswered( TicketID => $Self->{TicketID}, UserID => $Self->{UserID}, Answered => $GetParam{Answered} || 0, ); I've tried changing the 'Answered' line in the following ways (Sorry about my COMPLETE ignorance regarding perl programming!!!!) Answered => '1' || 0, Answered => '8' || 0, (a non-zero and non-one value) Answered => 1 || 0, Answered => 0 || 1, Etc... Thanks in advance... - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Tyler Hepworth [mailto:[EMAIL PROTECTED] > Sent: Wednesday, October 27, 2004 7:06 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Set default of "Answered?" to Yes? > > On Wed, 27 Oct 2004 14:58:35 -0600, Tyler Hepworth > <[EMAIL PROTECTED]> wrote: > > On Wed, 27 Oct 2004 14:40:28 -0400, Pete McDonnell > > <[EMAIL PROTECTED]> wrote: > > > Rudi, do you think this is something that would have to > be set using > > > Perl code (altering the function, perhaps?) Or might one > be able to > > > change the order in which the options are displayed using > HTML changes? > > > > > > I wonder if it's simply displaying them in alphabetical > order right now? > > > > > > > > > No it is not. If you look at Contact Customer (phone), it > is set to > > "yes". If you look at Compose Answer (email) it is set to > "no". I am > > digging through the source code to figure out how this is generated. > > Please be patient as I hope to have something figured out > by the end > > of today. > > Ok, I have some insight on this with a NOT RECOMMENDED fix. > > The code for Compose Answer is contained in AgentCompose.pm > The code for Contact Customer is in AgentPhone.pm. > > Here is the gist of it > > if $Param{Answered} is defined then set the select option value to > display the defined value. Otherwise, set the selected value to > "Yes" and display that. > > When dumping the result of $Param{Answered}, AgentCompose.pm > returns the value "0", which is a defined value and > corresponds to the state "No". If you change the value to > "Yes" and submit it, then the next time you work on the > ticket $Param{Answered} returns a value of 1 and displays > "Yes" in the ticket screen. So this works as it should. It > is built that way by design. > > Where does $Param{Answered} come from you might ask? It is > stored in the database in the table "ticket". The column is > "ticket_answered". > So, ultimately, what is displayed in the ticket screen (yes > or no) depends on what is stored in the database. All new > tickets are created with a default value of "0". > > Why does Contact Customer show "yes" then? Dumping the > result of $Param{Answered} returns undef - it is not defined. > I have set a ticket to "No", submitted, and reopened, but it > always displays "Yes" > even if the value in the database is "No". This is a bug > that needs to be fixed. > > So, how can I make Contact Customer (email) display yes > (other than setting it to yes and saving it). You have to > break the system. You either have to reprogram the ticket > module to make the default value of new tickets "1" which > would be a lie. Or you can modify $Param{Answered} in > AgentCompose.pm to set it to undef. Which would make the > ticket also show "Yes" regardless of whether that is really true. > _______________________________________________ > 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 oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/