[SOLVED] Response => state
Moderator: crythias
[SOLVED] Response => state
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
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
Last edited by HervE on 01 Feb 2012, 12:15, edited 1 time in total.
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Re: Response => state
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.
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.
Re: Response => state
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.
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.
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Re: Response => state
You might take a look at http://forums.otrs.org/viewtopic.php?f=60&t=10673 and apply it to AgentTicketCompose.dtl
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Re: Response => state
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.
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Re: Response => state
Basically, the video says to uncomment (in AgentTicketPhone.dtl, for example)
and
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.
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>
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:"/>
What would you do? You'd get a template and then press the button at the top to fill the fields.
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Re: Response => state
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...
Last edited by renee on 04 Aug 2011, 11:03, edited 1 time in total.
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Re: Response => state
We are planning this feature for the next version, but this is dependend on a customer financing this...
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Re: Response => state
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
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
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Re: Response => state
It would be in version 3.1.x
The Patch Level versions only contain Bug fixes
The Patch Level versions only contain Bug fixes
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Re: Response => state
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.
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.
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Re: Response => state
Hello arktik,
Very interesting indeed.
Could you tell us how you managed to do that please?
Regards,
HervE
Very interesting indeed.
Could you tell us how you managed to do that please?
Regards,
HervE
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Re: Response => state
Hello,
I'd really like to know how it was done, for I want to implement such a thing.
Regards,
HervE
I'd really like to know how it was done, for I want to implement such a thing.
Regards,
HervE
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Re: Response => state
Hello,
a really dirty hack but:
change in AgentTicketCompose.dtl(last lines):
to:
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
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 -->
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 -->
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
Last edited by ThomasB on 05 Feb 2012, 19:25, edited 1 time in total.
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Re: Response => state
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:
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":
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
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>
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>
Do you think it is possible?
Regards,
HervE
OTRS 3.3.8 - Windows 7 - IIS7 - SQL Server - Firefox 30
Re: Response => state
My mistake!
It works perfectly.
(I just made a syntax misspelling.)
Many thanks,
HervE
It works perfectly.
(I just made a syntax misspelling.)
Many thanks,
HervE
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Re: [SOLVED] Response => state
I'm glad I could help.
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Re: [SOLVED] Response => state
Sorry to retouch on this, but did this functionality make it to 3.1.x, cause I haven' t been able to locate it?
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Re: Response => state
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
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
ThomasB wrote:Hello,
a really dirty hack but:
change in AgentTicketCompose.dtl(last lines):
to: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 -->
Details: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 -->
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
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Re: [SOLVED] Response => state
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.
From linux `find / -name *.dtl` I cannot found any files who have template of response inside them.
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Re: [SOLVED] Response => state
Hi,
This is a 6-year-old post Try this add-on https://opar.perl-services.de/dist/Resp ... tate-6.0.2
- Roy
This is a 6-year-old post Try this add-on https://opar.perl-services.de/dist/Resp ... tate-6.0.2
- Roy
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