Solved: New Phone Ticket Default Queue
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Solved: New Phone Ticket Default Queue
By default, all new tickets go into one queue. Is it possible to set the default queue for a new phone ticket?
Last edited by RBehr on 05 Dec 2011, 17:01, edited 2 times in total.
Rod Behr
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
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Re: New Phone Ticket Default Queue
Edit Config Settings in Ticket -> Frontend::Agent
Frontend::CommonParam###QueueID
Default value:
Default queue ID used by the system in the agent interface.
--
Customers:
Edit Config Settings in Ticket -> Frontend::Customer::Ticket::ViewNew
Ticket::Frontend::CustomerTicketMessage###QueueDefault
Default value: Postmaster
Defines the default queue for new customer tickets in the customer interface.
Frontend::CommonParam###QueueID
Default value:
Default queue ID used by the system in the agent interface.
--
Customers:
Edit Config Settings in Ticket -> Frontend::Customer::Ticket::ViewNew
Ticket::Frontend::CustomerTicketMessage###QueueDefault
Default value: Postmaster
Defines the default queue for new customer tickets in the customer interface.
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Re: New Phone Ticket Default Queue
Thanks Crythias. I tried this, but it doesn't deliver what we're looking for: the New Phone Ticket form (Agent) and the New Ticket form (Customer) should have the "Queue" / "To" fields automatically filled in, so they default to the queue we specify, rather than defaulting to empty ("-").
Rod Behr
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
Software Design Manager and Database Analyst | Impact Audiovisual | London
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Re: New Phone Ticket Default Queue
The answer given should work, but you need an ID instead of a queuename for agent.
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Re: New Phone Ticket Default Queue
Annoyingly, it doesn't. I understand the queue_id requirement, but it does not cause the forms to pre-populate. Anything else I should be looking for?
Rod Behr
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
Software Design Manager and Database Analyst | Impact Audiovisual | London
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Re: New Phone Ticket Default Queue
well, I hate that every other time I've answered said to hide the drop down and use input type=hidden, but...
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Re: New Phone Ticket Default Queue
Hm... that would work, yes. Well, would it? I can go for the type=hidden thing in the .dtl file, but what about the JavaScript that validates the form prior to submission? Would that not still complain, since queue is a mandatory field?
I'll have a look. Sorry, I don't mean to ask questions I can easily find the answer to. I'll report back.
I'll have a look. Sorry, I don't mean to ask questions I can easily find the answer to. I'll report back.
Rod Behr
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
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Re: New Phone Ticket Default Queue
Nah. It works. I did the following in /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketPhone.dtl:
Which works fine, except that we don't simply want to hide the field. We need the field, we just need it to default to a given option. I need to be able to insert a "selected" so one queue is always available:
Now, I do understand that the queue list is filtered based on customer and we'd take on the risk of mis-assigning a customer so they'd not be a member of the group of the default queue. That's fine - then the drop-down has no "selected" option and works as normal (a nice way of highlighting the fact that the customer is set up incorrectly).
Is there any way of assigning a default queue for a New Phone Ticket as opposed to the only queue for a New Phone Ticket?
Code: Select all
<!-- INSRTED By Rod -->
<input type="hidden" name="Dest" id="Dest" value="24||Service Desk" />
<!-- /INSRTED By Rod -->
<!-- REM By Rod
<label class="Mandatory" for="Dest"><span class="Marker">*</span> $Text{"To queue"}:</label>
<div class="Field">
$Data{"ToStrg"}
<div id="DestError" class="TooltipErrorMessage" ><p>$Text{"This field is required."}</p></div>
<div id="DestServerError" class="TooltipErrorMessage"><p>$Text{"This field is required."}</p></div>
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
$('#Dest').bind('change', function (Event) {
Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'Dest', ['NewUserID', 'NewResponsibleID', 'NextStateID', 'PriorityID', 'ServiceID', 'SLAID', 'SignKeyID', 'CryptKeyID', 'TicketFreeText1', 'TicketFreeText2', 'TicketFreeText3', 'TicketFreeText4', 'TicketFreeText5', 'TicketFreeText6', 'TicketFreeText7', 'TicketFreeText8', 'TicketFreeText9', 'TicketFreeText10', 'TicketFreeText11', 'TicketFreeText12', 'TicketFreeText13', 'TicketFreeText14', 'TicketFreeText15', 'TicketFreeText16', 'To', 'Cc', 'Bcc']);
});
//]]></script>
<!--dtl:js_on_document_complete-->
</div>
<div class="Clear"></div>
/REM By Rod-->
Code: Select all
<label class="Mandatory" for="Dest"><span class="Marker">*</span> To queue:</label>
<div class="Field">
<select name="Dest" id="Dest" class="Validate_Required" >
<option value="||-">-</option>
<option value="28||Escalated Tickets">Escalated Tickets</option>
<option value="15||Impact Internal IT" SELECTED>Impact Internal IT</option>
<option value="20||Impact Internal IT::IT Support"> IT Support</option>
...
</select>
Is there any way of assigning a default queue for a New Phone Ticket as opposed to the only queue for a New Phone Ticket?
Rod Behr
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
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Re: New Phone Ticket Default Queue
Any responses welcome
Rod Behr
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
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Re: New Phone Ticket Default Queue
This is unpleasant, but it might work:
inside Kernel/Modules/AgentTicketPhone.pm
For an example why I think so, check the same module around line 814.
inside Kernel/Modules/AgentTicketPhone.pm
Code: Select all
To => $Self->_GetTos(
%GetParam,
CustomerUserID => $CustomerData{CustomerUserLogin} || '',
QueueID => $Self->{QueueID},
),
ToSelected => 'queueid||queuename', #Try adding this line about line 411. This will hard-code the default queue, so ...
From => $Article{From},
Subject => $Subject,
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Re: New Phone Ticket Default Queue
Works! Obviously not scalable, since it is hard-coded, but you did warn me.
Thanks.
Thanks.
Rod Behr
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
Software Design Manager and Database Analyst | Impact Audiovisual | London
Installation: OTRS 3.0.7, Apache 2, Strawberry Perl 5 on Ubuntu 10.04.3 Server with separate MySQL Server, also on Ubuntu 10.04.3
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Re: Solved: New Phone Ticket Default Queue
Not sure if this is what you were looking for, but I had a similar issue.
I had to change the Ticket::Frontend::CustomerTicketMessage###Queue parameter to No and then manually set the Ticket::Frontend::CustomerTicketMessage###QueueDefault parameter to my queue (in my case, General).
This removed the "To" field from the customer interface and puts all new tickets in my General queue.
I am on version 3.0.8
I had to change the Ticket::Frontend::CustomerTicketMessage###Queue parameter to No and then manually set the Ticket::Frontend::CustomerTicketMessage###QueueDefault parameter to my queue (in my case, General).
This removed the "To" field from the customer interface and puts all new tickets in my General queue.
I am on version 3.0.8