OTRS how to add ticket type

[rvwmgk]

I have created 2 ticket types in Admin > Ticket Settings > Types.

But when I open a ticket I see the following in the top menu:

Back | Lock | History | Print | Priority | Free Fields | Link | Owner | Customer | Note | Phone Call Outbound | Phone Call Inbound | E-Mail Outbound | Merge | Pending | Close | Move

I did find a video on Youtube where Type (Tipo in the video) is shown
https://www.youtube.com/watch?v=GnKG1kL3eKU

Back | Lock | History | Print | Priority | Type (Tipo) | Free Fields | Link etc. etc. etc.


So basically my question is how do I make Type visible in AgentTicketZoom?
your-otrs-url/index.pl?Action=AgentTicketZoom;TicketID=1


I looked in SysConfig and did find some subgroups:
Core::Ticket
Frontend::Agent::Ticket::ViewBulk
Frontend::Agent::Ticket::ViewClose
Frontend::Agent::Ticket::ViewFreeText
Frontend::Agent::Ticket::ViewNote
Frontend::Agent::Ticket::ViewOwner
Frontend::Agent::Ticket::ViewPending
Frontend::Agent::Ticket::ViewPriority
Frontend::Agent::Ticket::ViewResponsible
Frontend::Customer::Ticket::ViewNew

But I was not able to make Type visible in AgentTicketZoom.


Ticket::Type = is set to Yes
Allows defining new types for ticket (if ticket type feature is enabled).
> But where do I enable ticket type feature?

Ticket::Frontend::AgentTicketBulk###TicketType = Yes
> But that's not it, that's when you perform bulk actions...

Ticket -> Frontend::Agent::Ticket::ViewNote
Ticket::Frontend::AgentTicketNote###TicketType = No, changed to Yes
> But that's not it, that's when you add a note...

Ticket -> Frontend::Agent::Ticket::ViewOwner
Ticket::Frontend::AgentTicketOwner###TicketType = No, changed to Yes
> But that's not it, that's when you change the owner...

Ticket -> Frontend::Agent::Ticket::ViewPending
Ticket::Frontend::AgentTicketPending###TicketType = No, changed to Yes
> That's not it either; that's when you change Pending...


So where is it? What am I missing?

[crythias]

But I was not able to make Type visible in AgentTicketZoom.

type.png

But you want to change it from a button? You've just enabled it in 4 different places. Note would be good, because it would include why one made the change.

[rvwmgk]

Thanks, crythias!

Yes, I could use Note, if all else fails.

But I wanted to make it visible in AgentTicketZoom in the top menu:

Back | Lock | History | Print | Priority | Type | Free Fields | Link | etc. | etc. | etc.

In the video it's right there.

How can I accomplish that?

[aph]

To me it appears to be a custom button. It is redundant as you can change it through free fields. If you are interested in creating a custom button, do a forum search on custom buttons.

One example is: viewtopic.php?t=25777

I had a similar question in my early days in OTRS

[crythias]

Also please think about the fact that type is perhaps the least important of fields. Probably what you want for type is better suited for Queue or Service.

[rvwmgk]

We are using a queue now (we're forced to) but it would be a whole lot easier if we had types. I'll explain why.

We have queues and tickets belong in queues, example:

Video players
DVD Players
Blu-Ray players

What we want to accomplish is a type, for example "firmware upgrade". It's not really a queue of it's own. We made it a queue becuse we don't know how to get type working.

It would be so much easier if we could add a type "firmware upgrade" and leave the ticket in the queue where it belongs.

[crythias]

The Queue is Video players. The service is firmware upgrade. Or the Queue is Video Players::Firmware Upgrade. The ITIL type of the ticket is whether it's an incident or problem.

But more to the point, the queue should likely be just "Support" (Queues are better managed as groups of agents who can handle the tickets.)