Move 'Priority' Position on Phone and Email Tickets
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Move 'Priority' Position on Phone and Email Tickets
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.
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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Re: Move 'Priority' Position on Phone and Email Tickets
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.
- Roy
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.
- Roy
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Re: Move 'Priority' Position on Phone and Email Tickets
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
Kernel/Output/HTML/Templates/Standard/AgentTicketEmail.tt
Kernel/Output/HTML/Templates/Standard/AgentTicketPhone.tt
Kernel/Output/HTML/Templates/Standard/AgentTicketPhone.tt
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Re: Move 'Priority' Position on Phone and Email Tickets
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.
You might rather create a folder ~/Custom/, copy the file into that (keeping the same folder structure) and editing there.
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
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Re: Move 'Priority' Position on Phone and Email Tickets
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?
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Re: Move 'Priority' Position on Phone and Email Tickets
Yes, exactly.
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
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Re: Move 'Priority' Position on Phone and Email Tickets
Nice! Thanks for that. After changing the template, do I need to clear the cache or anything with the otrs user??
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Re: Move 'Priority' Position on Phone and Email Tickets
No, if the folder path is correct, and the file-permissions are correct, it should work right away (with the next browser refresh).
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
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Re: Move 'Priority' Position on Phone and Email Tickets
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?
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Re: Move 'Priority' Position on Phone and Email Tickets
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
- 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
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
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Re: Move 'Priority' Position on Phone and Email Tickets
Mandatory fields only need the Mandatory css class. (And sometimes Require_Validate)
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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