[otrs] Getting a specific queue name in a .dtl file?
Allen, Geoff
I have created some template buttons which populate AgentTicketPhone with some boilerplate options for our helpdesk agents, and I distribute my custom AgentTicketPhone.dtl amongst my dev, test, and production environments.
I have, however, run into a snag. Over time, our queues have not stayed in sync (though I have tried) and some recently-added queues have different numbers on the different environments. So, for example, queue “Network Services:: Network Engineering” has the following values in the “To” picklist:
On Test: 50||Network Services::Locate
On Prod: 43||Network Services::Locate
If I want to set that as the “To” value in one of my buttons, I’d include something like:
<input type="hidden" name="Dest" value="50||Network Services::Locate"/>
This doesn’t work when the value must be different on different environments. Is there any way to parameterize this in the .dtl file, so that the same file can be distributed to across my installations, and always point to the correct queue? The queue is always named the same, but may have a different number, as shown above.
Thanks,
Geoff
Nils Leideck - ITSM
This doesn’t work when the value must be different on different environments. Is there any way to parameterize this in the .dtl file, so that the same file can be distributed to across my installations, and always point to the correct queue? The queue is always named the same, but may have a different number, as shown above.