On Thursday, June 03, 2004 10:17 PM Juan Gonzalez <[EMAIL PROTECTED]> wrote: > 1) Is there a way to close a ticket without putting notes in it? We > use another system for our order management, and any notes are > usually put in there. It's hard getting my customer care team to do > any extra steps than what they are used to with our current email > system so an option of turning off the mandatory typing of a note > would be nice.
Here is the One-Click solution: Create a new theme (http://doc.otrs.org/1.2/en/html/dtl-theme.html), and edit these dtls at least: Kernel/Output/HTML/Standard/AgentMailboxTicket.dtl Kernel/Output/HTML/Standard/AgentZoomHead.dtl Kernel/Output/HTML/Standard/TicketView.dtl Search for the text "# should we show the close action". You'll find these lines: # should we show the close action <dtl if ($Data{"AgentClose"} ne "0") { $Data{"AgentCloseStrg"} = " - <a href="$Env{"Baselink"}Action=AgentClose&TicketID=$Data{"TicketID"}&Queue ID=$Data{"QueueID"}" onmouseover="window.status='$Text{"Close"}'; return true;" onmouseout="window.status='';" class="menuitem" title="$Text{"Close this ticket!"}">$Text{"Close"}</a>"; }> $Data{"AgentCloseStrg"} Leave them where they are and add these lines above or below: # should we show the close now action <dtl if ($Data{"AgentClose"} ne "0") { $Data{"AgentCloseNowStrg"} = " - <a href="$Env{"Baselink"}Action=AgentClose&Subaction=Store&CloseStateID=2&C loseNoteID=9&Text=Closed&TicketID=$Data{"TicketID"}&QueueID=$Data{"Queue ID"}" onmouseover="window.status='$Text{"Close Now"}'; return true;" onmouseout="window.status='';" class="menuitem" title="$Text{"Close this ticket immediately!"}">$Text{"Close Now"}</a>"; }> $Data{"AgentCloseNowStrg"} This will construct a link that, when clicked (for sure!), instructs OTRS to close the ticket without showing any form. Let's look at the difference between the two code sniplets in detail: First off, we define a new $Data{"AgentCloseNowStrg"} under the same conditions as those for AgentCloseStrg. The link target is the same, too: Action=AgentClose points towards the close form. But this time we added additional arguments: Subaction=Store => this instructs OTRS to actually store the ticket with the wanted Params CloseStateID=2 => this is the ID of the state 'closed successful' CloseNoteID=9 => this is the ID of the article type 'note-internal' Text=Closed => the HTML-encoded text to add as a close note (in this case) The rest of the code remains the same as for AgentCloseStrg, with the minor $Text changes to reflect that clicking this link will _now_ close the ticket. Please note that using such a link in your GUI is not without drawbacks: - Once you change your queue structure, you'll have to review your dtls, too. - You might loose useful information your agents would otherwise have typed in the close form. Now they no longer need to. - People tend to click and see what's happening. The above action closes a ticket immediatly, making it quite easy to completely empty a queue in a few seconds without being re-asked about it. Think about it. So you may want to limit the feature to a certain group of advanced users who exactly know what they are doing. Do so by using the CustomerGroupSupport feature in conjunction with <dtl if> sequences in your themes dtls. With kind regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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 f�r Ihr OTRS System? => http://www.otrs.de/
