[otrs] Add Agent Ticket Menu Button

[Dimitrakakis Georgios]

In my OTRS installation (v.5.0.12) I have added a state (just a different name called “in progress”) with type “Open”

 

Is there a way to put a menu button that will change the state of a ticket from the Agent’s interface when in Zoom View of the ticket?

 

I am looking something similar to “Pending”, “Close”, “Decision” etc. It can also be located under “Miscellaneous”.

 

Do you have any ideas what will it be needed??

 

Thanks,

 

G.

[Florian Edlhuber]

HI,

11.11.2016 14:04 - Dimitrakakis Georgios schrieb:

> Is there a way to put a menu button that will change the state of
> a ticket from the Agent’s interface when in Zoom View of the ticket?
> I am looking something similar to “Pending”, “Close”, “Decision” etc.
> It can also be located under “Miscellaneous”.
 

You can use TicketFreeText for this. Or if you have installed ITSM modules
AddtlITSMFields. Another option would be to use the quickmove (or delete)
option and build your own action behind it.
See sysconfig Ticket → Frontend::Agent::Ticket::MenuModule for details.

You also can build new actions - requires coding AFAIK.

regards,

--
Florian