Setting default responsible on process ticket

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harrypet
OTRS newbie
Posts: 18
Joined: 02 Feb 2020, 16:11
OTRS Version?: OTRS 6
Real Name: Fung Harry

Setting default responsible on process ticket

Post by harrypet »

HI all,

I am going to set a default responsible when creating a ticket in the input field.
like this:
Capture1.JPG
I have tried to use ACL [PossibleAdd] function.
When the customerID is COMM, PossibleAdd the responsible as test-otrs01.
It seems like it just adds the option test-otrs01 for me to choose.
Capture2.JPG
I wonder if there is any method to set a default responsible in the input field.

I am looking forward to your reply. Thanks!

Regards,
Harry
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zzz
OTRS superhero
Posts: 393
Joined: 15 Dec 2016, 15:13
OTRS Version?: 3.x - 6.0.x
Real Name: Emin Yazi
Company: Efflux GmbH
Contact:

Re: Setting default responsible on process ticket

Post by zzz »

Hey Harry,

You can not set the value of fields with ACLs.
You'll need some custom JavaScript for this.

Best regards
Emin
Professional OTRS services for development, consulting, hosting and support:
efflux.de – German | efflux.de/en/ – English

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harrypet
OTRS newbie
Posts: 18
Joined: 02 Feb 2020, 16:11
OTRS Version?: OTRS 6
Real Name: Fung Harry

Re: Setting default responsible on process ticket

Post by harrypet »

Emin,

Thanks for your reply! Apart from ACL, does customization on JS is the final soultion?

Customizing JS seems not easy for maintenance in the future when the users are changing.

Thanks Emin.

Best Regards,
Harry

zzz
OTRS superhero
Posts: 393
Joined: 15 Dec 2016, 15:13
OTRS Version?: 3.x - 6.0.x
Real Name: Emin Yazi
Company: Efflux GmbH
Contact:

Re: Setting default responsible on process ticket

Post by zzz »

I agree; writing a static code would be bad practice and hard to maintain.
I can think of a dynamic mapping – configurable in the admin area –, but that'd need some development.

Maybe someone has a simpler solution.

Best regards
Emin
Professional OTRS services for development, consulting, hosting and support:
efflux.de – German | efflux.de/en/ – English

Free and premium OTRS add-ons (TextModule, AdBlocker, ModernSkin ... growing): portal.efflux.de

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