I am experimenting with adding a couple of additional states.
I have a list of about 6 different states.
Is there a possibility to link selectable states based on groups?
So for example, we have a 'Quality Control' state (state type -> open), but I only want people in the QC group to be able to see and select this state in the drop down list of states.
If this is not possible, then how about linking a specific state to a queue? So the 'Quality Control' state will only show if the ticket is in the QC queue?
I have been messing around with this idea.
If all else fails, I have another possibility that might work, but I need help on it.
I have edited Kernel/Output/HTML/Standard/AgentTicketActionCommon.dtl and added (actually duplicated) the following.
Code: Select all
<!-- dtl:block:State -->
<label>Current State:</label>
<div class="Field">
$Data{"State"}
</div>
<div class="Clear"></div>
<label for="NewStateID">$Text{"Next state"}:</label>
<div class="Field">
$Data{"StateStrg"}
</div>
<div class="Clear"></div>
//--- Testing below
<label>Current State:</label>
<div class="Field">
$Data{"State"}
</div>
<div class="Clear"></div>
<label for="NewStateID">$Text{"Next state"}:</label>
<div class="Field">
$Data{"StateStrg"}
</div>
<div class="Clear"></div>
//--- Testing end
Now I know in Sysconfig,
Ticket -> Frontend::Agent::Ticket::ViewNote
Ticket::Frontend::AgentTicketNote###StateType
you can select the state types you want to be visible. Is it not possible to edit an xml / config file manually to duplicate this section for my second 'New State:' selection and then change my Quality Control state to a state type qc and then only make qc available in the second list?
Then I can use javascript to hide the 1st or 2nd selection box depending on the group / queue?
As per this forum entry: http://forums.otrs.org/viewtopic.php?f=62&t=11461
I know its a lot of customisation and things WILL break when upgrading OTRS versions, but we are documenting everything very well and are creating patch files for all config files being customised.
If anybody has any ideas, please help me. I have not played in .pm files much. Mostly the .dtl files.
If the solution is deeper, please point me in the right direction...
Thanks for reading and contributing ideas...