Tyler, thanks so much for your detailed information. As I don't want
tickets that have *just* been created to have the answered = 1 I believe the
option of changing AgentCompose.pm makes more sense. I've located the
following lines and will list a couple of ways in which I have attempted to
change them. I've seen absolutely no change in the operation of the
AgentCompose screen. Perhaps you can offer a quick pointer or two?
Original:
# set answerd
$Self->{TicketObject}->TicketSetAnswered(
TicketID => $Self->{TicketID},
UserID => $Self->{UserID},
Answered => $GetParam{Answered} || 0,
);
I've tried changing the 'Answered' line in the following ways (Sorry about
my COMPLETE ignorance regarding perl programming!!!!)
Answered => '1' || 0,
Answered => '8' || 0, (a non-zero and non-one value)
Answered => 1 || 0,
Answered => 0 || 1,
Etc...
Thanks in advance...
- Pete McDonnell
Manager, Technical Services
Hip Interactive
> -----Original Message-----
> From: Tyler Hepworth [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, October 27, 2004 7:06 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Set default of "Answered?" to Yes?
>
> On Wed, 27 Oct 2004 14:58:35 -0600, Tyler Hepworth
> <[EMAIL PROTECTED]> wrote:
> > On Wed, 27 Oct 2004 14:40:28 -0400, Pete McDonnell
> > <[EMAIL PROTECTED]> wrote:
> > > Rudi, do you think this is something that would have to
> be set using
> > > Perl code (altering the function, perhaps?) Or might one
> be able to
> > > change the order in which the options are displayed using
> HTML changes?
> > >
> > > I wonder if it's simply displaying them in alphabetical
> order right now?
> > >
> >
> >
> > No it is not. If you look at Contact Customer (phone), it
> is set to
> > "yes". If you look at Compose Answer (email) it is set to
> "no". I am
> > digging through the source code to figure out how this is generated.
> > Please be patient as I hope to have something figured out
> by the end
> > of today.
>
> Ok, I have some insight on this with a NOT RECOMMENDED fix.
>
> The code for Compose Answer is contained in AgentCompose.pm
> The code for Contact Customer is in AgentPhone.pm.
>
> Here is the gist of it
>
> if $Param{Answered} is defined then set the select option value to
> display the defined value. Otherwise, set the selected value to
> "Yes" and display that.
>
> When dumping the result of $Param{Answered}, AgentCompose.pm
> returns the value "0", which is a defined value and
> corresponds to the state "No". If you change the value to
> "Yes" and submit it, then the next time you work on the
> ticket $Param{Answered} returns a value of 1 and displays
> "Yes" in the ticket screen. So this works as it should. It
> is built that way by design.
>
> Where does $Param{Answered} come from you might ask? It is
> stored in the database in the table "ticket". The column is
> "ticket_answered".
> So, ultimately, what is displayed in the ticket screen (yes
> or no) depends on what is stored in the database. All new
> tickets are created with a default value of "0".
>
> Why does Contact Customer show "yes" then? Dumping the
> result of $Param{Answered} returns undef - it is not defined.
> I have set a ticket to "No", submitted, and reopened, but it
> always displays "Yes"
> even if the value in the database is "No". This is a bug
> that needs to be fixed.
>
> So, how can I make Contact Customer (email) display yes
> (other than setting it to yes and saving it). You have to
> break the system. You either have to reprogram the ticket
> module to make the default value of new tickets "1" which
> would be a lie. Or you can modify $Param{Answered} in
> AgentCompose.pm to set it to undef. Which would make the
> ticket also show "Yes" regardless of whether that is really true.
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