Re: [otrs] Standard Types and Queues

Gabriele D'Andrea Thu, 13 Sep 2007 04:53:17 -0700

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 
        [EMAIL PROTECTED] 
        http://www.rudolph-log.de 
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Re: [otrs] Standard Types and Queues

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