How to hide "Priority" from the screen create phone ticket?

[drodralv]

Hi!

I was checking an old ticket about that, i have questions:

The code i have in DTL file for Phoneticket is this one below:

Code: Select all

<div class="Clear"></div>

                        <label for="PriorityID">[% Translate("Priority") | html %]:</label>
                        <div class="Field">
                        [% Data.PriorityStrg %]
[% WRAPPER JSOnDocumentComplete %]
<script type="text/javascript">//<![CDATA[
    $('#PriorityID').bind('change', function (Event) {
        Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'PriorityID', [ 'TypeID', 'Dest', 'NewUserID','NewResponsibleID', 'NextStateID', 'ServiceID', 'SLAID', 'SignKeyID', 'CryptKeyID', 'To', 'Cc', 'Bcc', 'StandardTemplateID' [% Data.DynamicFieldNamesStrg %]]);
    });
//]]></script>
[% END %]
                        </div>
                        <div class="Clear"></div>

Should be like this one in order to hide that field?

Code: Select all

<div class="Hidden"><div class="Clear"></div>

                        <label for="PriorityID">[% Translate("Priority") | html %]:</label>
                        <div class="Field">
                        [% Data.PriorityStrg %]
[% WRAPPER JSOnDocumentComplete %]
<script type="text/javascript">//<![CDATA[
    $('#PriorityID').bind('change', function (Event) {
        Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'PriorityID', [ 'TypeID', 'Dest', 'NewUserID','NewResponsibleID', 'NextStateID', 'ServiceID', 'SLAID', 'SignKeyID', 'CryptKeyID', 'To', 'Cc', 'Bcc', 'StandardTemplateID' [% Data.DynamicFieldNamesStrg %]]);
    });
//]]></script>
[% END %]
                        </div>
                        <div class="Clear"></div></div>

Or where exactly should be that div class Hidden?

Sorry for being a newbie.

Thanks in advance

[drodralv]

About this change, can be done replacing the file or should be made editting the existing file? Also, OTRS should be restarted or any specific command executed?

Thank you

[zzz]

Hey,

Copy the changed lines to the new file and delete the cache with /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete
But I can't tell you if that'll work without extra adjustments.

Best regards
Emin

[drodralv]

Hi,
It didn´t work. This is the status of the text i added div class Hidden:

Code: Select all

 <div class="Hidden"><label for="PriorityID">[% Translate("Priority") | html %]:</label>
                        <div class="Field">
                        [% Data.PriorityStrg %]
[% WRAPPER JSOnDocumentComplete %]
<script type="text/javascript">//<![CDATA[
    $('#PriorityID').bind('change', function (Event) {
        Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'PriorityID', [ 'TypeID', 'Dest', 'NewUserID','NewResponsibleID', 'NextStateID', 'ServiceID', 'SLAID', 'SignKeyID', 'CryptKeyID', 'To', 'Cc', 'Bcc', 'StandardTemplateID' [% Data.DynamicFieldNamesStrg %]]);
    });
//]]></script>
[% END %]
                        </div>

Anything wrong with the code i added? maybe wrong position for the </div> ?


Here is the file i modified:

\opt\otrs\Kernel\Output\HTML\Templates\Standard\AgentTicketPhone.tt.save

And here i have the modules (.pm files):

\opt\otrs\Kernel\Modules


Thank you

[zzz]

You're editing the wrong file.
You need to edit \opt\otrs\Kernel\Output\HTML\Templates\Standard\AgentTicketPhone.tt without the .save

What exactly are you expecting the code to do?

[drodralv]

Hi!

Thank you for your post. I will ask to sysadmin to find me that .tt file, i can´t see that .tt files using "Generate Support Bundle" option from OTRS web.

I´m trying to hide Priority Dynamic field from the PhoneNew screen. I will determine the critically by Service, review the matrix impact/critically to get the Priority automatically, just choosing "Impact" while creating a ticket. But having "Priority" mandatory from that view, i don´t know if that have much sense.

Thank you again