Anton, thank you for your reply. After several tries, I can confirm that you can only change the ticket type can only be changed through AgentTicketPriority action if ITSM is installed. I don't know if this is the normal behaviour, but this is how it is working for me :/
2010/3/26 Anton Gubar'kov <[email protected]> > Claudio, > I do use ITSM. > However AgentTicketPriority.pm is part of otrs-2.4.7 and is was not > modified by installation of ITSM. I can change the ticket type in > AgentTicketPriority. And I see no problem in it. What is your problem now > once you figured out the way to change the ticket types? > > Anton. > > 2010/3/26 Claudio Tassini <[email protected]> > > I can only change the priority in AgentTicketPriority... but I don't have >> ITSM installed. Could this be the cause? >> >> 2010/3/26 Anton Gubar'kov <[email protected]> >> >> Hello, Claudio. >>> >>> You can change type, service, sla, priority, impact in >>> AgentTicketPriority action. https://<your-host-name>/otrs/ >>> index.pl?Action=AgentTicketPriority&TicketID=4489 >>> >>> Claudio Tassini пишет: >>> >>> Hi guys, >>> >>> i've searched the mailing list archive but I couldn't find an answer to >>> this. Is it possible to change the "Type" of a ticket (obviously after >>> enabling Ticket::Type: ) . It would be useful because sometimes >>> customers make requests as "incident" when they are "Service Request", and I >>> need to set specific notifications in this case. >>> >>> Many thanks in advance! >>> >>> -- >>> Claudio Tassini >>> >>> >>> --------------------------------------------------------------------- >>> 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/ >>> >>> >>> >>> --------------------------------------------------------------------- >>> 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/ >>> >> >> >> >> -- >> Claudio Tassini >> >> --------------------------------------------------------------------- >> 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/ >> > > > --------------------------------------------------------------------- > 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/ > -- Claudio Tassini
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