I think you have two ways to do this:
1) You might add something like:
function submit_compose() {
if (document.compose.TypeID && document.compose.TypeID.value == "") {
alert('$JSText{"Ticket Type is required!"}');
document.compose.TypeID.focus();
return false;
}
<!-- dtl:block:TicketType -->
<tr>
<td class="contentkey">$Text{"Type"}:</td>
<td class="contentvalue"> $Data{"TypeStrg"}</td>
</tr>
<!-- dtl:block:TicketType -->
to your /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketCompose.dtl
2) Disable the ticket type on sysconfig ad use a Freetext field, instead.
Ciao, d.
-----Messaggio originale-----
Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Laurent Minost
Inviato: martedì 18 novembre 2008 10.31
A: User questions and discussions about OTRS.
Cc: Mohamed Bouhlel
Oggetto: Re: [otrs] R: TicketType on reply
Hi Daniele,
First, thanks for your reply.
This solution could be one but I don't think we need such a high level of
restriction :) Problem is that agent need to go to "Free Fields" form, change
Ticket Type then go back and click on Compose and then reply to the ticket to
be able to use "close" states.
Do you know if there is a way to manage the Ticket Type field directly as Free
Fields and add it to the compose form please ?
Maybe it's a [EMAIL PROTECTED] discussion then ? :)
Thanks,
Laurent MINOST
CARNINO Daniele (FIAT SERVICES) a écrit :
> 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
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