Ticket Edit Options

[Firewalk]

Is there an option that will allow me to edit multiple fields of a single ticket at once? I'm trying to avoid having to enter the 'customer' then 'owner' and then 'priority' etc menu screens.

I see the 'edit' menu item that appears in the ITSM module. Is there a similar function for the default ticketing system in OTRS?

Thanks,

Matt

[crythias]

Why would you need to edit customer and owner separately? If the customer submitted the ticket, the owner should be locked to the ticket. If the agent created the ticket, he'd probably be able to set the priority, customer, and owner at the same screen.

[Firewalk]

I guess the better explanation would be ...

I have a ticket that comes in from a customer, it goes to a standard queue by default. The customer has entered a priority of 5 because everything is a high priority to the customer. Agents are monitoring that queue and see the ticket come in. By default it's still owned by and the responsibility the OTRS Admin agent (postmaster in this case.) As the managing agent, I want to be able to change the owner, which queue the ticket is assigned to, who's responsible for it, the real priority etc. To current do that, I have to select each individual option from the menu bar. I'm looking for a way to simplify that. So that I can see the new ticket in the queue, open it to make all the changes at once and close the window.

Does that make better sense?

[ffgasoto]

I would also like to know if there is a way of achieving this.

[crythias]

Add the required fields (click yes/enable) in SysConfig:
Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewOwner

Ticket::Frontend::AgentTicketOwner###Priority

Unfortunately, you'll still be required to edit the customer and owner separately.