I am wondering how can I change few options in the ticket creation form on itop user portal, for example right now when a user/customer create a ticket they are required to assign a team member/agent to the ticket. I do not want my customers to assign an agent themselves rather they should just create and submit the request and then internally we will assign an agent to the request. In the attached SS, I want to remove the "Assign" and "wait for approval" options and replace it with just the "Submit" and "Cancel" options. Any help would be appreciated.
This is because you are logged with a user that has profiles which allows transitions. For end users, you should only give them the "Portal user" profile.
Eventually you can also give them the "Power portal user" profile in addition to "Portal user" if you want them to be able to see all tickets for their organization.
Hope it helps,
Guillaume
👍
1
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I disabled the assign option from the user portal modifying the file env-production/core/module_designs/itop-portal.xml, line 645 in itop 3.1, changing read_only for hidden like this:
Hello Pablo,
DO NOT change directly iTop compiled files : your modification will be lost on every setup made !
Also, changing the corresponding core file would be a bad idea : modifications lost on each update !
iTop has a powerful customization mechnism, learn how to use it : https://www.itophub.io/wiki/page?id=latest:customization:start
👍
1
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hello,
I am wondering how can I change few options in the ticket creation form on itop user portal, for example right now when a user/customer create a ticket they are required to assign a team member/agent to the ticket. I do not want my customers to assign an agent themselves rather they should just create and submit the request and then internally we will assign an agent to the request. In the attached SS, I want to remove the "Assign" and "wait for approval" options and replace it with just the "Submit" and "Cancel" options. Any help would be appreciated.
[cid:image001.png@01DA0B24.79674470]
Which profiles did you assign to your portal users?
I assigned my user the "User Profile" tag.
You mean just "Portal user"?
Hello Abdullah,
This is because you are logged with a user that has profiles which allows transitions. For end users, you should only give them the "Portal user" profile.
Eventually you can also give them the "Power portal user" profile in addition to "Portal user" if you want them to be able to see all tickets for their organization.
Hope it helps,
Guillaume
I disabled the assign option from the user portal modifying the file env-production/core/module_designs/itop-portal.xml, line 645 in itop 3.1, changing read_only for hidden like this:
Last edit: Pablo Chamorro 2023-11-03
Hello Pablo,
DO NOT change directly iTop compiled files : your modification will be lost on every setup made !
Also, changing the corresponding core file would be a bad idea : modifications lost on each update !
iTop has a powerful customization mechnism, learn how to use it : https://www.itophub.io/wiki/page?id=latest:customization:start