Re: [otrs] otrs Digest, Vol 47, Issue 56

It's not a case of just altering files, the level of information you require capturing is going to take a lot of configuration and customisation of OTRS. DynamicFields will go so far to assist you with being able to capture that but I would seriously look at whether OTRS is the right solution for you. Do you actually need all of the information to be stored in separate fields? Could you not create some other form which then submits that information into OTRS (using the API, or crafting and submitting an email), where say each bit of information went into the ticket body in a name=value format? No one can give you a definitive list of files that you would need to edit, that is custom development work. Hope this helps Steve On 29 August 2012 13:28, Rob Lange wrote:

This is what I want the ticket to look like. I am running on a windows 2003 system running OTRS 3.1 I need to know which files to alter so I can make it look like this.

Phone Ticket / WalkIn Screen.******

** **

Call Number: System Assigned****

Assigned to ****

Official (system automatic)****

Region****

District****

Local Office****

------------------------------------------------------------****

** **

Caller:****

Name ****

Surname****

Tel : Home****

Work****

Cellphone****

Relationship – Personal****

Relationship– 3rd party****

Personal ****

Caller ID****

------------------------------------------------------------****

Beneficiary:****

Name (textbox)****

Surname (textbox)****

ID Number****

Contact Number****

Beneficiaries’ ID****

Ward – linked to ICROP****

Official / User / Capturer****

Grant Type( Dropdown box)****

Address : Number****

Street****

Suburb****

Town/District ****

Province****

Code****

Postal Address: PO Box #****

*** ***

*** ***

Enquiry Type – Internal Reconsideration Mechanism (dropdown box)

Enquiry ****

Complaint Info****

Home visit book-in****

ICROP****

SRD****

Call Summary****

Problem Description ****

Resolution****

Resolution date (is it the same as date call resolved?)****

*From: * *To:* *Date: * 2012/08/29 01:59 PM *Subject: * otrs Digest, Vol 47, Issue 56Send otrs mailing list submissions to otrs@otrs.org

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Today's Topics:

1. Re: Restricting the self-registration feature (Michiel Beijen) 2. Re: Template Issues (Alexander Halle) 3. Re: Restricting the self-registration feature (brianmortonb2b-atwork@yahoo.dk) 4. Re: LDAP: Agent-Login works, but Customer-Login does not. Problem with AuthModule::LDAP::AlwaysFilter (Stefan Michael Guenther)

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Message: 1 Date: Wed, 29 Aug 2012 08:37:29 +0200 From: Michiel Beijen Subject: Re: [otrs] Restricting the self-registration feature To: "brianmortonb2b-atwork@yahoo.dk" , "User questions and discussions about OTRS." Message-ID: Content-Type: text/plain; charset=UTF-8

Hi Brian,

On Tue, Aug 28, 2012 at 5:33 PM, brianmortonb2b-atwork@yahoo.dk wrote:

...

What I would like is that only users (customers) who register with e-mail domains that are known to the OTRS system are allowed to self-register on the portal.

As stated, this functionality is not built-in to OTRS; it would be possible and not very difficult to add it. I could see how you can store a domain (or multiple domains, i.e. in your example, also ikea.dk or ikea-office.com or...) on the customer company record, then check at registration time against the known valid domains, and then reject or accept the registration for new customers based on the domain.

However, it is not an OTRS feature, so it would require some development to add it in. -- MIke

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Message: 2 Date: Wed, 29 Aug 2012 09:29:54 +0200 From: Alexander Halle Subject: Re: [otrs] Template Issues To: "User questions and discussions about OTRS." Message-ID: <503DC4F2.5040607@otterhub.org> Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Rob Lange wrote:

...

Hi, I am still trying to get this template thing right. I have learnt a lot about OTRS but am still a noob, so I request someone to please give me a hand on which files to alter to make my own template. I need to add some fields and make it look like the company wants. Also renaming some of the fields. [...]

Hi Rob,

your question is a bit unspecific to answer. I suggest to tell us something about your OTRS version and operating system, what fields you want to add and how far you get.

For new fields try dynamic fields: http://doc.otrs.org/3.1/en/html/dynamicfields.html

To rename fields you could use the translation mechanism to replace the wording: http://doc.otrs.org/developer/3.1/en/html/contributing.html#translate

If you need to modify the UI look try skins: http://doc.otrs.org/developer/3.1/en/html/hacking.html#skins

Regards

Alexander

Public Relations OTRS Community Board / OtterHub (http://www.otterhub.org/)

------------------------------

Message: 3 Date: Wed, 29 Aug 2012 09:27:17 +0100 (BST) From: "brianmortonb2b-atwork@yahoo.dk" Subject: Re: [otrs] Restricting the self-registration feature To: "User questions and discussions about OTRS." Message-ID: <1346228837.33995.YahooMailNeo@web133006.mail.ir2.yahoo.com> Content-Type: text/plain; charset="utf-8"

Thank you for that.

I'm quite new to OTRS but thrilled about the quality of documentation, responsiveness of the community, etc. I've only just 'discovered' the OTRS IdeasScale site and I will log the idea there. The fact that OTRS Ideas site exist (and seems to get good attention) is just another credit to the community and the company behind OTRS.

Ok, the idea proposed in this thread is now in https://otrsteam.ideascale.com/.

Thx

Brian

________________________________ From: Michiel Beijen To: "brianmortonb2b-atwork@yahoo.dk" ; User questions and discussions about OTRS. Sent: Wednesday, August 29, 2012 8:37 AM Subject: Re: [otrs] Restricting the self-registration feature

Hi Brian,

On Tue, Aug 28, 2012 at 5:33 PM, brianmortonb2b-atwork@yahoo.dk wrote:

...

What I would like is that only users (customers) who register with e-mail domains that are known to the OTRS system are allowed to self-register on the portal.

As stated, this functionality is not built-in to OTRS; it would be possible and not very difficult to add it. I could see how you can store a domain (or multiple domains, i.e. in your example, also ikea.dk or ikea-office.com or...) on the customer company record, then check at registration time against the known valid domains, and then reject or accept the registration for new customers based on the domain.

However, it is not an OTRS feature, so it would require some development to add it in. -- MIke