Solved: New Phone Ticket Default Queue

[RBehr]

By default, all new tickets go into one queue. Is it possible to set the default queue for a new phone ticket?

[crythias]

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.

[RBehr]

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 ("-").

[crythias]

The answer given should work, but you need an ID instead of a queuename for agent.

[RBehr]

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?

[crythias]

well, I hate that every other time I've answered said to hide the drop down and use input type=hidden, but...

[RBehr]

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.

[RBehr]

Nah. It works. I did the following in /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketPhone.dtl:

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-->

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:

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">&nbsp;&nbsp;IT Support</option>
...
</select>

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?

[RBehr]

Any responses welcome

[crythias]

This is unpleasant, but it might work:
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,

For an example why I think so, check the same module around line 814.

[RBehr]

Works! Obviously not scalable, since it is hard-coded, but you did warn me.

Thanks.

[fusmichaelt]

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