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: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] 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 <[EMAIL PROTECTED]>
> To: User questions and discussions about OTRS.org <[email protected]>
> Cc: Mohamed Bouhlel <[EMAIL PROTECTED]>
> 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
