Hello Leah, I would use ACLs configuration for that. You can set thos values based on filters for each specific case. I believe you can use Group Membership to filter.
Best Regards/ 2014-06-05 9:28 GMT-06:00 Leah Kelly <lke...@tenstreet.com>: > Hi everybody, > > I am looking for a way to have the fields in the New Phone Ticket and New > Email Ticket auto-set (by selecting a default, perhaps). > > We have ‘Type’ and ‘From queue’ that if we could have auto-populate to a > default setting of some sort would be very helpful. > > For Type, it would just be ‘Default’. > For ‘From Queue’, is there a way to make this default to the queue of > which the agent signed in is a member? > All my members are only a member of one queue, and for our implementation > it would make sense if this field could assume it’s coming > from the queue of the agent who is signed in and who is clicking on the > ‘New Phone/Email Ticket’. > > Also, the ‘Owner’ drop-down, we have to click on the refresh arrow to get > the list to fully populate. Is there a way to make this so it just always > lists > everybody? We are only about 15 strong. > > The point is so they they have fewer things to click and choose when > creating a new ticket. > > Thanks for any help you can provide. > > Leah > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net
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