Accounted time visible without note in Closing ticket

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wblake
OTRS newbie
Posts: 1
Joined: 05 Jul 2019, 14:18
OTRS Version?: OTRS 6
Real Name: William
Company: Bruhn Spedition

Accounted time visible without note in Closing ticket

Post by wblake » 05 Jul 2019, 16:23

Good afternoon,

this is my first post but I've been checking this forum regularly to see if other people have the same question.

So Hello !! I'm a 35-year-old IT manager for a logistic group.

The question I'm bothered with is:

When Closing a ticket you select the close state and when you want to add the accounted time you have to use the "article/note" function. Typ in a subject and a text to add the Time units at the bottom.

Can you add the "accounted time" as a dynamic field so you can have only this field to fill in and not the entire body of article/note with the subject and text?

alexus
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Posts: 285
Joined: 20 Sep 2010, 16:54
OTRS Version?: ITSM 6.0.22
Real Name: Alexey Yusov
Company: Radiant System Group s.r.o
Location: Prague
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Re: Accounted time visible without note in Closing ticket

Post by alexus » 05 Jul 2019, 20:56

Hi,

You can disable mandatory note Ticket::Frontend::AgentTicketClose###NoteMandatory
Alexey Yusov

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