[SOLVED] Response => state

[HervE]

Hello,

Is there a way to define a link of kind:
such response template => such ticket state change?

We have this need because we use many response templates. For instance:
-Simple open response template => this should lead by default to 'action needed' state (This is a state I have created, see herefor details if you're interested.)
-Open with questions response template => this should lead by default to 'open' state (cause waiting for customer's answer)
-Empty answer response template => 'open' state (waiting for customer's answer)
-Close response template => 'closed' state
-Cancel response template => 'removed' state

I know it doesn't natively exist in OTRS. But maybe there is a way to do it nevertheless? Or a workaround?

Any idea is welcome.

Regards,
HervE

[vargaviktor]

I am looking for the same feature.

Most of the user cases have a response where the state should set to aut close+

I think I should implement this feature for myself.

[arktik]

Hi guys,

I also search for this function.

At the same I have begin to programming it self, but I'm not realy good in class programming. At the moment I have the Problem to read the Database data.

[crythias]

You might take a look at http://forums.otrs.org/viewtopic.php?f=60&t=10673 and apply it to AgentTicketCompose.dtl

[arktik]

Hi Chris I take a look at the topic but the download is not available so I can't see any thing of the code oder something.

[crythias]

Basically, the video says to uncomment (in AgentTicketPhone.dtl, for example)

Code: Select all

# example template for customizations, see hidden form at the end of the file
#                    <label>$Text{"Templates"}:</label>
#                    <div class="Field">
#                        <button type="button" onclick="$('#Template1').submit()" value="$Text{"Example Template"}">$Text{"Example Template"}</button>
#                    </div>
#                    <div class="Clear"></div>

and

Code: Select all

# example template form for customizations
#<form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" id="Template1">
#    <input type="hidden" name="Action" value="$Env{"Action"}"/>
#    <input type="hidden" name="Subaction" value="StoreNew"/>
#    <input type="hidden" name="FormID" value="$QData{"FormID"}"/>
#    <input type="hidden" name="ExpandCustomerName" value="2"/>
#    <input type="hidden" name="Subject" value="Example Subject"/>
#    <input type="hidden" name="Body" value="Name:
#Product:
#Comment:"/>

If you'd like to set the value of the option for next ticket state (name="NextStateID" value="2" for closed successful, for example. view source to get the appropriate value)
What would you do? You'd get a template and then press the button at the top to fill the fields.

[renee]

Edit: Deleted my original offer to implement such a feature as jojo said, OTRS Inc. is implementing this feature for the next version of OTRS...

[jojo]

We are planning this feature for the next version, but this is dependend on a customer financing this...

[arktik]

Hi jojo,

I have this Response = > state now work with the response Text. My only problem is to find out how I can select the state in the AgentTicketCompose. All other thinks like set the state to the reponse answer I have set and add in the code.

In wich version of otrs will this feature be? in the 3.1 or 3.0.10 ? My aktuell edition is 3.0.9

[jojo]

It would be in version 3.1.x

The Patch Level versions only contain Bug fixes

[arktik]

Hi jojo,

ich have add these in our otrs version.

I can choose for a respone one state for example Responsename: "Fehlende Informationen" statename: "Fehlende Informationen angefordert"

and if I choose these Responsename in the Ticket for the reply the state change also to the state wich where set in the Response.

[HervE]

Hello arktik,

Very interesting indeed.
Could you tell us how you managed to do that please?

Regards,
HervE

[HervE]

Hello,

I'd really like to know how it was done, for I want to implement such a thing.

Regards,
HervE

[ThomasB]

Hello,

a really dirty hack but:

change in AgentTicketCompose.dtl(last lines):

Code: Select all

#Layers
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
    Core.Agent.TicketAction.Init();
//]]></script>
<!--dtl:js_on_document_complete-->
<!-- dtl:block:Content -->

to:

Code: Select all

#Layers
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
    Core.Agent.TicketAction.Init();
	switch ($QData{"ResponseID"}) {
		case 4: document.getElementById("StateID").value = 2;break;
		case 5: document.getElementById("StateID").value = 3;break;
		default: break; 
	}
//]]></script>
<!--dtl:js_on_document_complete-->
<!-- dtl:block:Content -->

Details:
case 4: document.getElementById("StateID").value = 2;break;
case 4 -> 4 is the response ID. You can get the response ID by hovering over the responses in the AdminPanel(id=4 in the browser statusbar...)
value = 2 -> is the statetype. In my case 2 is closed succesfully. You can get the state ID by hovering over the states in the AdminPanel(id=2 in the browser statusbar...)

It only works if Javascript is enabled...

Regards,
Thomas

[HervE]

Hello,

Thanks Thomas for your interesting answer.

Have you tried it?
(If so, in which OTRS version?)

For I tried. And it didn't work. (Result was the same as before.)

I guess the reason is in the following lines of AgentTicketCompose.dtl:

Code: Select all

                    <label for="StateID">$Text{"Next ticket state"}:</label>
                    <div class="Field">
                        $Data{"NextStatesStrg"}
                    </div>

If I understand well, the variable "NextStatesStrg" contains the HTML code of the possible options for next states, with "selected" for the default value.
This is confirmed when I display the source code of the page of "Compose answer":

Code: Select all

<label for="StateID">Next ticket state:</label>
                    <div class="Field">
                        <select id="StateID" name="StateID">
  <option value="11">action needed</option>
  <option value="2">closed successful</option>
  <option value="3">closed unsuccessful</option>
  <option value="10">external</option>
  <option selected="selected" value="4">open</option>
  <option value="7">pending auto close+</option>
  <option value="8">pending auto close-</option>
  <option value="6">pending reminder</option>
  <option value="5">removed</option>
  <option value="12">team forwarded</option>
</select>
                    </div>

So this is the selected value (only) that I need to change, depending on the chosen ResponseID.
Do you think it is possible?

Regards,
HervE

[HervE]

My mistake!
It works perfectly.
(I just made a syntax misspelling.)

Many thanks,
HervE

[ThomasB]

I'm glad I could help.

[datablitz7]

Sorry to retouch on this, but did this functionality make it to 3.1.x, cause I haven' t been able to locate it?

[xoanet]

Hello,

I have been trying to do this changes in OTRS 4.0.6 with NO results, there is NO change in default-state.
I am working with /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketCompose.tt.
Somebody can help me?
Thanks

Hello,

a really dirty hack but:

change in AgentTicketCompose.dtl(last lines):

Code: Select all

#Layers
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
    Core.Agent.TicketAction.Init();
//]]></script>
<!--dtl:js_on_document_complete-->
<!-- dtl:block:Content -->

to:

Code: Select all

#Layers
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
    Core.Agent.TicketAction.Init();
	switch ($QData{"ResponseID"}) {
		case 4: document.getElementById("StateID").value = 2;break;
		case 5: document.getElementById("StateID").value = 3;break;
		default: break; 
	}
//]]></script>
<!--dtl:js_on_document_complete-->
<!-- dtl:block:Content -->

Details:
case 4: document.getElementById("StateID").value = 2;break;
case 4 -> 4 is the response ID. You can get the response ID by hovering over the responses in the AdminPanel(id=4 in the browser statusbar...)
value = 2 -> is the statetype. In my case 2 is closed succesfully. You can get the state ID by hovering over the states in the AdminPanel(id=2 in the browser statusbar...)

It only works if Javascript is enabled...

Regards,
Thomas

[odyseja]

How can I use that way in OTRS 6.x.x ?
From linux `find / -name *.dtl` I cannot found any files who have template of response inside them.

[root]

Hi,

This is a 6-year-old post Try this add-on https://opar.perl-services.de/dist/Resp ... tate-6.0.2

- Roy