Defaulting Value of Drop-Down Fields in New Tickets

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storm92
Znuny newbie
Posts: 2
Joined: 21 Mar 2014, 00:30
Znuny Version: 3.3.10
Real Name: Brandon Sisola
Company: MeridianLink

Defaulting Value of Drop-Down Fields in New Tickets

Post by storm92 »

Hello,

I am currently testing out OTRS 3.3.x for my company, running it on Windows Server 2008 with Apache and MySQL as the DB.

I was curious to see if there were any guides or pointers on how to default the value of drop-downs within the "AgentTicketPhone" and "AgentTicketEmail" fields. For example, I'd like to pre-populate the "To queue" field with "Support", saving our support agents a click each time they have to create a ticket. I have looked throughout the SysConfig and the "AgentTicketPhone.dtl" and "AgentTicketEmail.dtl" files to make the changes, but haven't been able to do anything to successfully accomplish this.

Is what I'm asking for possible? If so, how could I go about making these changes?

Thanks everyone, any help is much appreciated!
Production: OTRS 3.3.10
OS: Windows Server 2008
Apache/MySQL
yuri0001
Znuny superhero
Posts: 631
Joined: 17 Mar 2011, 14:40
Znuny Version: 5.0.6
Real Name: Yuri Kolesnikov
Location: Russia

Re: Defaulting Value of Drop-Down Fields in New Tickets

Post by yuri0001 »

Hi!
Try to see in SysConfig: Ticket -> Frontend::AgentTicket::Frontend::NewQueueOwnSelection.
And set there only one value. :?
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
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