Move 'Priority' Position on Phone and Email Tickets

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sysAdminLiam
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Move 'Priority' Position on Phone and Email Tickets

Post by sysAdminLiam » 26 Feb 2019, 18:31

Hi,

Can someone please help.

I need to be able to move the 'Priority' select box from the bottom of the 'Phone Ticket' & 'Email Ticket' to the top of the page, next to 'State' (see badly drawn screenshot). Not sure where I need to be looking to do this, I imagine it's in the Kernel Config files but not 100%. Any help would be great.
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root
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Re: Move 'Priority' Position on Phone and Email Tickets

Post by root » 26 Feb 2019, 18:55

Hi,

You have to changebthe templates for this. Or by an commercial addon where you can arrange the order of the fields (also role base) with drag an drop.

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sysAdminLiam
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Re: Move 'Priority' Position on Phone and Email Tickets

Post by sysAdminLiam » 27 Feb 2019, 09:56

Would you happen to know which template this would be inside of OTRS?

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Re: Move 'Priority' Position on Phone and Email Tickets

Post by reneeb » 27 Feb 2019, 10:00

Kernel/Output/HTML/Templates/Standard/AgentTicketEmail.tt
Kernel/Output/HTML/Templates/Standard/AgentTicketPhone.tt
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RStraub
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Re: Move 'Priority' Position on Phone and Email Tickets

Post by RStraub » 27 Feb 2019, 10:08

Though keep in mind, if you edit the original file it will be "overwritten" with the next update.

You might rather create a folder ~/Custom/, copy the file into that (keeping the same folder structure) and editing there.
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sysAdminLiam
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Re: Move 'Priority' Position on Phone and Email Tickets

Post by sysAdminLiam » 27 Feb 2019, 12:25

Though keep in mind, if you edit the original file it will be "overwritten" with the next update.


You mean upgrade the version of OTRS that I'm running?

RStraub
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Re: Move 'Priority' Position on Phone and Email Tickets

Post by RStraub » 27 Feb 2019, 13:12

Yes, exactly.
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sysAdminLiam
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Re: Move 'Priority' Position on Phone and Email Tickets

Post by sysAdminLiam » 27 Feb 2019, 14:58

Nice! Thanks for that. After changing the template, do I need to clear the cache or anything with the otrs user??

RStraub
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Re: Move 'Priority' Position on Phone and Email Tickets

Post by RStraub » 27 Feb 2019, 15:08

No, if the folder path is correct, and the file-permissions are correct, it should work right away (with the next browser refresh).
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sysAdminLiam
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Re: Move 'Priority' Position on Phone and Email Tickets

Post by sysAdminLiam » 28 Feb 2019, 12:22

RStraub wrote:
27 Feb 2019, 15:08
No, if the folder path is correct, and the file-permissions are correct, it should work right away (with the next browser refresh).
Nice, that's all done now, thanks for the help. One last thing, is there a way you can make the priority field mandatory? I'd like the box to have no default and force the user to select a priority before submitting a phone/email ticket?

RStraub
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Re: Move 'Priority' Position on Phone and Email Tickets

Post by RStraub » 28 Feb 2019, 12:52

Hm, I didn't find an entry in the sysconfig to make it mandatory. This makes it more complicated, as you'd need two modifications:
- one in the template to make it appear mandatory (bold font and the little * star)
- one in the perl file to check whether the parameter is given and print an error if not
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Re: Move 'Priority' Position on Phone and Email Tickets

Post by crythias » 07 Mar 2019, 21:17

Mandatory fields only need the Mandatory css class. (And sometimes Require_Validate)
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