First, let me say thank you to Nils for taking the time to answer my
questions and stick with the process to the end.
What we finally figured out is that if you create a new module, it requires
separate configuration files for both Agents and Customers. We had been
trying to reference the Agent files from the Customer interface, which
apparently isn't allowed.
In our case, we created a TicketTemplate.pm, TicketTemplate.xml,
AgentTicketTemplate.pm, AgentTicketTemplate.dtl, CustomerTicketTemplate.pm,
and CustomerTicketTemplate.dtl.
I don't know if that is the optimal way to get this done, but it does work.
Be sure and set all file rights and file ownership to match the other files
in the appropriate directories.
Again, thanks to Nils and everyone who helped answer questions.
Patrick Dillon
Manager, IT Shared Services
Aleris International Inc.
From: Nils Leideck - ITSM