[resolved] Disable required "Internal Note (required)"

nick_mccann

When editing a ticket as an Agent, is there a way to disable the requirement of why the edit was made? For example, a ticket is submitted as Emergency and the agent wants to change the priority to Normal, I want to not require them to put a reason. The purpose is we have custom forms for all our tickets and many of them are quite long, which requires changing priority at the top of the page, then scrolling all the way to the bottom to "Internal Note: reason for editing the ticket (required)" just to write a reason. Most times, the agent just pounds the keyboard displaying just gibberish (i.e. fklj) just so the field is populated. Kind of wasteful and spams the ticket details.Been poking around phpmyadmin and haven't seen any mention to that field for me to either delete or disable that required field.And help would be great. Thanks!

Chefkeks

Instead of searching PHPmyAdmin I guess you will need to alter the source files ;)

Unfortunately I can't tell you which file or files you need to change to achieve it, but I guess you should may start by having a look at the /include/staff/ticket-aaaaaaa.inc.php files (aaaaaa = there are several files, all start with ticket, but then the file name differs, so I just used aaaaaaaa as wildcard ;) )

nick_mccann

Well you pointed me in the right direction and I figured it out. The text that appears in the box where you enter the reason for the change is located in /include/staff/ticket-edit.inc.php as you led me towards.I searched for the text ( Internal Note: Reason for editing the ticket (required)and changed the text from (required) to optional. So it now states Internal Note: Reason for editing the ticket (optional) Next after a grep search for the error given if you don't fill out the field (A reason for the update is required) is located in /include/class.ticket.phpAfter a search in the document for that error, I found the line requiring that field$fields = array('type'=>'text', 'required'=>1, 'error'=>__('A reason for the update is required'));Change the required to 0 and you're done.Now when editing a ticket, there is no need to fill in the box stating a reason for updating the ticket.Hopefully this helps someone else. Use grep! Works wonders.Thanks Chefkeks for pointing me in the right direction.

Chefkeks

Great! Thank you for sharing the solution.

I closer this discussion and mark it as resolved. Feel free to start a new discussion when you have another question or comment.