RE: [otrs] note-external not available on tickets 2.0.2

19 Sep 2005

      I'm using 1.3.2, I haven't looked at 2.x yet. 

-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Conigliaro
Sent: Monday, September 19, 2005 10:22 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] note-external not available on tickets 2.0.2

that's weird.  i dont have that in my defaults.pm...

/opt/otrs # grep -r DefaultNoteType *
CHANGES: - (2003/04/13) added config option DefaultNoteTypes (used note
Kernel/Modules/AgentTicketClose.pm:        my %DefaultNoteTypes = 
%{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')};
Kernel/Modules/AgentTicketClose.pm:            if 
(!$DefaultNoteTypes{$NoteTypes{$_}}) {
Kernel/Modules/AgentTicketNote.pm:    my %DefaultNoteTypes = 
%{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')};
Kernel/Modules/AgentTicketNote.pm:        if 
(!$DefaultNoteTypes{$NoteTypes{$_}}) {
Kernel/Modules/AgentTicketPending.pm:    my %DefaultNoteTypes = 
%{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')};
Kernel/Modules/AgentTicketPending.pm:        if 
(!$DefaultNoteTypes{$NoteTypes{$_}}) {
Kernel/Modules/AgentTicketBulk.pm:    my %DefaultNoteTypes = 
%{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')};
Kernel/Modules/AgentTicketBulk.pm:        if 
(!$DefaultNoteTypes{$NoteTypes{$_}}) {

Seigafuse, Mike wrote:
...
From Defaults.pm:
# --------------------------------------------------- #
    # defaults for add note                               #
    # --------------------------------------------------- #
    # default note type
    $Self->{DefaultNoteType} = 'note-internal';
    $Self->{DefaultNoteTypes} = {
        'note-internal' => 1,
        'note-external' => 0,
        'note-report' => 0,
Copy this section to your Config.pm and change the value of note-external to 1.  That should do the trick (I just tested it and it worked for me).
Mike
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leah Cunningham
Sent: Friday, September 16, 2005 6:30 PM
To: otrs@otrs.org
Subject: [otrs] note-external not available on tickets 2.0.2
Hi,
I have asked about this before, but never got a response so I am trying
again.  I cannot find anywhere in the documentation or the system
information on what settings to look at to enable the note-external.
All of the tickets coming into the system have the option of adding an
internal note, but the documentation mentions that there should be a
note-external that customers can see with the customer interface.
I have the customer interface set up and it appears to be working okay.
I am using LDAP for the backends for the Customer and auth.  If anyone
knows anything about this, I would really appreciate it.
Leah
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-- 
Mike Conigliaro
Proactive Technologies
conigliaro@getproactivenow.com
203.239.0440 ext.17
http://www.getproactivenow.com
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