Way to change ArticleType in compose module?

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Mydnyte
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Way to change ArticleType in compose module?

Post by Mydnyte »

Hello,

I was wondering if anybody knew a way to add the ability to change the ArticleType to email-internal using the compose module.

For example:

A ticket is created by client X.
I correspond with the client using the built-in responses.

I would like to then compose a brand-new email (potentially using responses) to an employee within my company, but have the article type be email-internal.
This is not an article I would like the client to see while using the web portal.

We are currently using the forward option, but we then have to delete all details of the forwarded email to start off with a clean slate.
Any help would be greatly appreciated.

Thanks!
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yuri0001
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Re: Way to change ArticleType in compose module?

Post by yuri0001 »

Hi!
Try to see here - SysConfig in Ticket -> Frontend::Agent::Ticket::ViewForward => Ticket::Frontend::AgentTicketForward###ArticleTypes :?
Best regards Yuri Kolesnikov
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hmmmm3
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Re: Way to change ArticleType in compose module?

Post by hmmmm3 »

I just read this post and I am wondering the same thing. I want an agent to be able to reply to an email and have the option to set it to internal OR by default all agent emails are set to internal.

The post reply given above only applies to Forwarded email.

Essentially, I want all agent emails to be internal, and only emails recieved by the customer or external notes will be visible in the customer interface.

Is there a way to do this?
Koki75
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Re: Way to change ArticleType in compose module?

Post by Koki75 »

Hey Mydnyte an hmmmm3,

maybe You're looking for some more SysConfig options for the AgentComposeView under:
Ticket -> Frontend::Agent::Ticket::ViewCompose
(https://example.com/otrs/index.pl?Actio ... oup=Ticket)

Like for the AgentNoteView under:
Ticket -> Frontend::Agent::Ticket::ViewNote
(https://example.com/otrs/index.pl?Actio ... oup=Ticket)
  • Ticket::Frontend::AgentTicketNote###ArticleTypeDefault
  • Ticket::Frontend::AgentTicketNote###ArticleTypes
Look for it!

If so, You have to do this:
  • Make a xml-File.
  • name, for example: AddComposeOptions.xml
  • add this lines to it:

    Code: Select all

    <?xml version="1.0" encoding="utf-8"?>
    <otrs_config version="1.0"  init="Application">
    
        <ConfigItem Name="Ticket::Frontend::AgentTicketCompose###ArticleTypeDefault" Required="0" Valid="1">
            <Description Translatable="1">Defines the default type notes in the ticket compose screen of the agent interface.</Description>
            <Group>Ticket</Group>
            <SubGroup>Frontend::Agent::Ticket::ViewStates</SubGroup>
            <Setting>
                <String Regex="">email-internal</String>
            </Setting>
        </ConfigItem>
        <ConfigItem Name="Ticket::Frontend::AgentTicketCompose###ArticleTypes" Required="0" Valid="1">
            <Description Translatable="1">Specifies the available note types for this ticket mask. If the option is deselected, ArticleTypeDefault is used and the option is removed from the mask.</Description>
            <Group>Ticket</Group>
            <SubGroup>Frontend::Agent::Ticket::ViewStates</SubGroup>
            <Setting>
                <Hash>
                    <Item Key="note-internal">1</Item>
                    <Item Key="note-external">1</Item>
                    <Item Key="note-report">0</Item>
                    <Item Key="email-external">1</Item>
                    <Item Key="email-internal">1</Item>
                </Hash>
            </Setting>
        </ConfigItem>
    
    </otrs_config>
    
  • Go to command line.
  • Put this file to this path: /<otrs-path>/Kernel/Config/Files/
  • Execute this Perl-script: /<otrs-path>/bin/otrs.RebuildConfig.pl
I've not tested it.
But I worked on a similar problem - so I found Your thread - and hope, it works and helps.

Best regards!
Koki
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