Am 15.07.2014 13:27, schrieb Bogdan Iosif:
Yes, it's possible to preset the field with a default text
How?
In SysConfig under Ticket -> Frontend::Agent::Ticket::ViewMove
You can set Ticket::Frontend::AgentTicketMove###Subject
and Ticket::Frontend::AgentTicketMove###Body
-- Christoph
On Tue, Jul 15, 2014 at 11:33 AM, Christoph Zwerschke <
zwersc...@urz.uni-heidelberg.de> wrote:
OTRS has a "move" button that allows quickly moving a ticket into another
queue, but you can't add a message with the move operation.
With the setting Frontend::Agent::Ticket::ViewMove it is possible to
change the "move" button into a "queue" button that opens a window where
you can edit the move message and other attributes. The problem is that in
this case adding the message is mandatory then. Yes, it's possible to
preset the field with a default text, but this adds only unnecessary noise
to the ticket, as it's always displayed with a star as a new unread
message, even when it's only the default text.
In real life, there are some situations where I want to quickly move a
message without adding a message, e.g. when moving it into the junk queue
or when the reason for the move is clear, and other situations where I want
to be more specific and add a message with the reason for the move. Is it
possible to have both kinds of buttons at the same time?
-- Christoph
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--
Christoph Zwerschke
Abteilung Service, Support und Sicherheit
Tel. (06221) 54-2011 (Mo-Mi), Fax (06221) 54-2022
christoph.zwersc...@urz.uni-heidelberg.de
Ruprecht-Karls-Universität Heidelberg
Universitätsrechenzentrum (URZ)
Im Neuenheimer Feld 293, 69120 Heidelberg
http://www.urz.uni-heidelberg.de
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