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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