Agent TicketMove

[SSpt]

Hi there,

I have my system (OTRS 16.0.22 on CentOS) recently installed and configured with Services associated to Queues

On a ticket move, when i select a new queue, i should be able to select the new service but by default i can't.
I can't find any way to put the Services field in a TicketMove form.

Can anybody help with this question?

Thanks,

[zzz]

Hello Sergio,

As far as I know, there is no way to change the service in that window.
You'll have to change it in another window. You can search for '###service' to see all possible options.

Best regards
Emin

[SSpt]

Thank you for you opinion.
Can't you be more specific?
There's a lot of results with de "###service" option.

Hello Sergio,

As far as I know, there is no way to change the service in that window.
You'll have to change it in another window. You can search for '###service' to see all possible options.

Best regards
Emin

[zzz]

That highly depends on your workflow.
It's up to you to decide which makes the most sense.

You could also work with generic agents and automatically change the services depending on the next and last queue if you have fixed scenarios.
But same goes for this one: hard to say without knowing your exact workflows.

Best regards
Emin

[SSpt]

I don't have any workflows.
I have some Queues that have Services associated to each one.
When i choose a queue, it shows me the services associated to that queue.

The problem is that in the AgentTicketMove formulary doesn't have the field Services so i can chosse. It only has the field Queue.

I need to put the field Services in that form and i don't now how.

That highly depends on your workflow.
It's up to you to decide which makes the most sense.

You could also work with generic agents and automatically change the services depending on the next and last queue if you have fixed scenarios.
But same goes for this one: hard to say without knowing your exact workflows.

Best regards
Emin

[zzz]

As I said above, AgentTicketMove does not offer the possibility to add the 'service' field to it.

I see three ways to solve this:
1. You change the service and the queue in another form (second post)
2. You change it automatically (second post)
3. You change the code https://github.com/OTRS/otrs/blob/rel-6 ... ketMove.pm and https://github.com/OTRS/otrs/blob/rel-6 ... ketMove.tt

[wurzel]

Hi,

you can use a process dialogue (with ACLs)

Flo