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InBox AgentNoteEdit

Versão 6.0.1

Creation Date 14/03/2019

Resources

This module allows the editing of internal notes in the OTRS attendant interface.

Thus, when editing a note, it is possible to change the data informed in it.

Prerequisites

Framework

The following OTRS framework versions are supported:

  • [6.0.x]

Modules

The following modules are required:

  • InBox Core 6.22.7 or higher

Operational system

The following operating systems are required:

  • [None]

Third Party Software

The following third-party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ AgentNoteEdit 6.0.1.opm

Settings

This module can be configured via System Configuration in the administrative interface. The following configuration options are available:

Ticket::Frontend::AgentNoteEdit###Permission

Sets the permissions needed to edit notes.

For this, just define in the indicated field the permission that the attendant must have to edit the internal note.

Possible values: rw, ro, move_into, create, owner, priority, note.

Default value: note.

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Ticket::Frontend::AgentNoteEdit###RequiredLock

This setting defines whether a call block is required to edit notes.

If enabled and the ticket is unlocked, as soon as the attendant edits the note, the ticket is locked on his behalf. To access it:

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Ticket::Frontend::AgentNoteEdit###HistoryType

This setting defines the type of history to record the change in the ticket history.

For this, just define in the indicated field the type of history to be registered. Default value: note.

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Possible values ​​in the image below:

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Ticket::Frontend::Article::Actions###Internal

This setting defines the menus displayed in internal note type articles in the OTRS.

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Ticket::Frontend::AgentNoteEdit###DynamicField

This setting defines the dynamic fields displayed on the internal notes editing screen in the attendant interface.

Note: The dynamic field must be from the Article object.

To do this, just define the name of the dynamic field in the configuration.

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Ticket::Frontend::AgentNoteEdit###OnlyResponsible

This setting defines that only the caller can edit the internal notes.

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Usage

Configuring the module

To use this module, you must first access the 'Administration' area in the attendant's environment and click on 'System Settings'. After that, look in the search box: Ticket::Frontend::Article::Actions###Internal

This will give you access to the OTRS internal note settings.

Important: Do not change any existing native settings! Just add the configuration shown below, taking care not to leave spaces:

AgentNoteEdit

Module => Kernel::Output::HTML::ArticleAction::AgentNoteEdit

Prio => 900

Valid => 1

Save changes and implement settings.

Editing internal notes

The module allows editing internal notes. To use it, access the ticket and the corresponding note and click on the “Edit Note” menu:

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A window for editing the note will open:

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Edit and save the note.