Comment out or remove dtl (dtl:block:TicketService & dtl:block:TicketSLA) blocks in CustomerTicketMessage.dtl (in $OTRS_HOME/Kernel/Output/HTML/Standard) for 1)
On Mon, Feb 22, 2010 at 12:31 PM, Estevam Viragh <[email protected]>wrote: > Hi list, > > > > Couple questions: > > > > 1) Anyone know how to hide the SLA field from the user when he/she > opens a ticket? > > I have a generic agent job that sets the SLA for me > based on priority but would be great to hide this field from user to avoid > “expectations”… > > > > 2) What about showing the impact field to customer? > > I have removed the customer ability to set the priority and by having the > customer setting the impact, this would result (I hope) on a priority based > on the criticality<->impact<->priority matrix… > > I tried to do it by enabling the field freetext13 but it gives me a > text field as opposed to a drop down list… > > > > Thanks so much in advance. > > > > Regards, > > *Estevam Viragh* > **CONFIDENTIAL NOTICE** > This e-mail and any files transmitted with it may contain PRIVILEGED or > CONFIDENTIAL information and may be read or used only by the intended > recipient. If you are not the intended recipient of the e-mail or any of its > attachments, please be advised that you have received this e-mail in error > and that any use, dissemination, distribution, forwarding, printing, or > copying of this e-mail or any attached files is strictly prohibited. If you > have received this e-mail in error, please immediately purge it and all > attachments and notify the sender by reply e-mail. > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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