You can change the type and service in the close screen. Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewClose
On Wed, Feb 6, 2013 at 8:59 AM, Emilia Starzak <[email protected]>wrote: > It make sense for me becouse now i need two steps: one, to set up ticket > type and second for close ticket. I don’t want to allow closing tickets > from answer to Customer, becouse happens that ticket type is empty (my > Agents forget to set it earlier).**** > > ** ** > > Oh, one important thing. My Customers doesn’t use OTRS they read only > e-mails from us, and there is no information about ticket type.**** > > ** ** > > ** ** > > ** ** > > *From:* [email protected] [mailto:[email protected]] *On Behalf > Of *Gerald Young > *Sent:* Wednesday, February 06, 2013 1:47 PM > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Ticket -> Frontend::Agent::Ticket::ViewCompose**** > > ** ** > > Part 1:**** > > It doesn't make sense, generally, to do this in the process of > corresponding with your customer about an existing ticket. The customer > doesn't care what folder you use to categorize the ticket as long as you > solve the ticket.**** > > Also, Ticket Type and Service shouldn't necessarily be something you'd say > within agent side, "oh, while you're talking to the customer, make > categorical changes to the ticket." Generally, no.**** > > ** ** > > Part 2: **** > > http://forums.otterhub.org/viewtopic.php?f=60&t=5156**** > > ** ** > > On Wed, Feb 6, 2013 at 6:59 AM, Emilia Starzak <[email protected]> > wrote:**** > > Welcome,**** > > **** > I need some help. We have OTRS 3.2.1 and i want set ticket type and > service useing Frontend::Agent::Ticket::ViewCompose. I can do it at note, > priority for example Frontend::AgentTicketOwner###TicketType = YES. Is > there any possibilities of that?**** And second question. Agent dashboard > in section new tickets i need column „queue” and/or customerID? Is that > possible?**** Kind regards,**** Emi**** **** > > **** > > **** > > **** > > **** > > > --------------------------------------------------------------------- > 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 >
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