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
[EMAIL PROTECTED]
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