Default ticket type for new tickets
Moderator: crythias
Default ticket type for new tickets
Hi,
not sure wether this is the correct section, if not, please move it.
Is there a possibility to give new tickets a default ticket type?
Neither Frontend::Agent::Ticket::ViewEmailNew
not Frontend::Agent::Ticket::ViewPhoneNew
seem to have that option.
There it has been mentioned but closed: https://otrsteam.ideascale.com/a/idea-v2/332943
Appreciating every answer
not sure wether this is the correct section, if not, please move it.
Is there a possibility to give new tickets a default ticket type?
Neither Frontend::Agent::Ticket::ViewEmailNew
not Frontend::Agent::Ticket::ViewPhoneNew
seem to have that option.
There it has been mentioned but closed: https://otrsteam.ideascale.com/a/idea-v2/332943
Appreciating every answer
-
- Znuny guru
- Posts: 2210
- Joined: 13 Mar 2014, 09:16
- Znuny Version: 6.0.14
- Real Name: Rolf Straub
Re: Default ticket type for new tickets
Hey there,
you can do that via URL parameters. Go to the SysConfig (Ticket -> Agent::ModuleRegistration) and edit the link for Phone/Email tickets. Add this string:
(and replace the last number with the type you want to see)
you can do that via URL parameters. Go to the SysConfig (Ticket -> Agent::ModuleRegistration) and edit the link for Phone/Email tickets. Add this string:
Code: Select all
;Subaction=StoreNew;ExpandCustomerName=2;TypeID=3
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
Re: Default ticket type for new tickets
Hey RStraub,
thanks for you quick reply.
I never used those URL params here in OTRS. Where exactly do they have to go?
Frontend::Module###AgentTicketPhone (/Email) -> Navbar -> Group ro -> LinkOption?
Because that doesn't work for me. And I see a "Type" option there as well, but that is not working too.
thanks for you quick reply.
I never used those URL params here in OTRS. Where exactly do they have to go?
Frontend::Module###AgentTicketPhone (/Email) -> Navbar -> Group ro -> LinkOption?
Because that doesn't work for me. And I see a "Type" option there as well, but that is not working too.
-
- Znuny guru
- Posts: 2210
- Joined: 13 Mar 2014, 09:16
- Znuny Version: 6.0.14
- Real Name: Rolf Straub
Re: Default ticket type for new tickets
Hey,
not the LinkOption, just the Link. So instead of:
you'll use:
not the LinkOption, just the Link. So instead of:
Code: Select all
Action=AgentTicketPhone
Code: Select all
Action=AgentTicketPhone;Subaction=StoreNew;ExpandCustomerName=2;TypeID=3
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
Re: Default ticket type for new tickets
Wow. Works perfectly fine. Thank you very much.
Now from pure interest: Why doesn't it work without the other two params?
Now from pure interest: Why doesn't it work without the other two params?
Re: Default ticket type for new tickets
I wish that would have been it, but OTRS has an icon on the upper left. For "Tickets->New E-Mail Tickets" it works, but not for that icon. That once still refers to "Action=AgentTicketPhone" with no more params...
-
- Znuny guru
- Posts: 2210
- Joined: 13 Mar 2014, 09:16
- Znuny Version: 6.0.14
- Real Name: Rolf Straub
Re: Default ticket type for new tickets
That's probably one of these settings:
Ticket → Frontend::Agent::ToolBarModule
I don't know *exactly* what the other two parameters do, but a guess is:
- OTRS only parses URL parameters when in subaction "StoreNew" (which might be AJAX updates, Splits and alike)
- WIthout the "ExpandCustomerUser" there is validation on the fields. And since the fields are empty at default that would result in an error popup.
Ticket → Frontend::Agent::ToolBarModule
I don't know *exactly* what the other two parameters do, but a guess is:
- OTRS only parses URL parameters when in subaction "StoreNew" (which might be AJAX updates, Splits and alike)
- WIthout the "ExpandCustomerUser" there is validation on the fields. And since the fields are empty at default that would result in an error popup.
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
Re: Default ticket type for new tickets
I searched for Toolbar but couldn't find it. Anyway. Thank you very very much. Everything sorted now
Can be closed
Can be closed
Re: Default ticket type for new tickets
Actually. There is one more thing.
After I create tickets the params get changed to "Action=AgentTicketPhone;Subaction=Created;TicketID=XXXXX". Where can I set my other params to be included here as well?
After I create tickets the params get changed to "Action=AgentTicketPhone;Subaction=Created;TicketID=XXXXX". Where can I set my other params to be included here as well?
-
- Znuny guru
- Posts: 2210
- Joined: 13 Mar 2014, 09:16
- Znuny Version: 6.0.14
- Real Name: Rolf Straub
Re: Default ticket type for new tickets
Isn't the created view just a TicketZoom? What / Why / Which parameters would you expect here ?
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
Re: Default ticket type for new tickets
No. After I create a ticket I get Create Screen again, to create the next one. This is very handy but now my parameters that we set up above are not set anymore
-
- Znuny guru
- Posts: 5018
- Joined: 13 Mar 2011, 09:54
- Znuny Version: 6.0.x
- Real Name: Renée Bäcker
- Company: Perl-Services.de
- Contact:
Re: Default ticket type for new tickets
That needs some code changes...
In https://github.com/OTRS/otrs/blob/rel-5 ... e.pm#L1662 the redirect URL is built. You need to add your parameters here...
In https://github.com/OTRS/otrs/blob/rel-5 ... e.pm#L1662 the redirect URL is built. You need to add your parameters here...
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
Re: Default ticket type for new tickets
Is that the only possibility?
Because I do not want to edit the code of OTRS itself.
Because I do not want to edit the code of OTRS itself.