AW: AW: AW: AW: [otrs] Where are customer and public FAQ
Super JOB!!!! I think that we are on the right road. I noticed that the problem with the linking of the FAQ module to the ticket does not work in the same fashion. The linking proceedure does not take any changes made in the $HOME/otrs/Kernel/LinkObject/Ticket.pm
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von EDV Tekomedia Gesendet: Montag, 13. November 2006 18:00 An: User questions and discussions about OTRS.org Betreff: Re: AW: AW: AW: [otrs] Where are customer and public FAQ
Hello Shawn, got it now working for linking from Ticket to FAQ. As already guessed it is a bad formed hardcoded link. In {otrs-home}/Kernel/System/LinkObject/FAQ.pm you need to change line 48 from FrontendDest => "Action=AgentFAQ&FAQID=", to FrontendDest => "Action=AgentFAQ&ItemID=",
Here is the link that will be built when the call to the FAQ module is made from the TICKET Module.
Concerning linking FAQs with Tickets, I haven't found the right file yet.
In $HOME/otrs/Kernel/LinkObject/Ticket.pm, the following segement should be called by the FAQ module when linking a Ticket. Text => 'T:'.$Ticket{TicketNumber}, Number => $Ticket{TicketNumber}, ID => $Param{ID}, Object => 'Ticket', FrontendDest => "Action=AgentTicketZoom&TicketID=", This does not happen. I can put in "FrontendDest" what I like it only affects the Ticket Link in the Ticket area of OTRS. It must be then a false interpretation of the Ticket Object on the side of FAQ Module. I will definitely be combing the *.pm files, and hope we find a solution for us and the community.
The link seems to be built in AgentFAQ.dtl, but I don't know how to affect it. Greetings
Markus
shawn.beasley@dlh.de schrieb:
Markus
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von EDV Tekomedia Gesendet: Montag, 13. November 2006 12:25 An: User questions and discussions about OTRS.org Betreff: Re: AW: AW: [otrs] Where are customer and public FAQ
Hello Sean, yes, that was the switch. Noe the FAQs are also shown in customer- and public area. Thanks a lot!
Is the Linking from tickets and FAQ'S working by your system?
Greetings Markus
shawn.beasley@dlh.de schrieb:
Hey Markus
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von EDV Tekomedia Gesendet: Freitag, 10. November 2006 13:02 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] Where are customer and public FAQ
Hello Shawn, thanks for your reply. I had realized already, that the FAQ is a module now and installed it. What I didn't know is that I have to avtivate sth in the SysConfig. I can't find the switch you're talking about. In the Ticket-section I can't find the Core::Object entry. There are only Core::ArticleFreeText This should be the one.
Core::LinkObject << This should be the one.
The settings that are working for me are:
LinkObject###Ticket:
Objects that can be linked.
Key Content Name Ticket Object Type Object
LinkObjects => Ticket FAQ
But like I said, and I hate to nag about this problem, the links that are created between the two systems are broken. However, I think that for the meantime, the system is at least working.
Core::PostMaster Core::Ticket Core::TicketFreeText Core::TicketFreeTextDefault Core::TicketFreeTime Core::TicketWatcher Where shall this Object entry be? Thanks in advance
Markus
shawn.beasley@dlh.de schrieb:
> -----Ursprüngliche Nachricht----- > Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag > von EDV Tekomedia GmbH > Gesendet: Donnerstag, 9. November 2006 09:27 > An: User questions and discussions about OTRS.org > Betreff: AW: [otrs] Where are customer and public FAQ > > Hellp Shawn, > thanks a lot for your offer. > Sorry that my last mail seemed to yell, but it's a little > frustrating, when you told your users all the time, that I am just as frustrated that the linking does not seem to be working right now. At least, no one can tell me if the have a working example. > shall take a look at the FAQs, but after an upgrade the FAQs are gone. > So, this is already my first question, as mentioned in the subject of > the > thread: > Where are customer and public FAQ? This question has been answered. The FAQ is now a module. The best that you can do is to backup your FAQ out of the DB, and then instsall the module
ftp://ftp.otrs.org/pub/otrs/packages/ and then take the newest version of the FAQ 1.0.11
After the upgrade, you may have to reimport your FAQ backup.
Then you will have to add the Object in Ticket -> Core::Object in your settings section. This will ensure that your users have access, your agents have accesss, but the linking (if you have the same problem as I do) will be broken. Please let me know if you find out something about the linking. It seems to be an imporperly formed URL. But, I have not found the code that will fix this. I will however :)
> You can see details of my problem in the attached earlier mail. > Any ideas? > Thanks in advance > > Markus > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag > von shawn.beasley@dlh.de > Gesendet: Donnerstag, 9. November 2006 08:28 > An: otrs@otrs.org > Betreff: AW: [otrs] Where are customer and public FAQ > > > Hello Markus, > > >> -----Ursprüngliche Nachricht----- >> Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] > Im Auftrag >> von EDV Tekomedia >> Gesendet: Mittwoch, 8. November 2006 09:13 >> An: User questions and discussions about OTRS.org >> Betreff: Re: [otrs] Where are customer and public FAQ >> >> Hello once again, >> well, as I 've seen in the forum, there are a lot of queations >> concerning the new FAQ-Module. >> But are there any answers??? > Yes, there are some answers, what are your questions? > >> Will there be a new release, is any documentation available. > There is not direct any documentation, and I hope that a new release > will be coming as well. I have a working model of the FAQ, but the > linking between tickets and faqs is not working. > > I hope, if you have questions, I have / and kann / help. > >> Any help would be appreciated >> >> Sincerely >> Markus Nagel >> >> EDV Tekomedia schrieb: >>> Hello, >>> perhaps I just forgot to configure something, but where are >> the public >>> and the customer FAQ-views gone? >>> I updated otrs from 2.0.4 to 2.1.2, installed the >> FAQ-package and can >>> use the FAQ in the agent-view but when I logon in the >> customer view, I >>> can see the icon for the FAQ, but when I click on it, only >> the header >>> and the footer of the customer view appear. >>> When I go to the adress www.my-server.adress/faq.pl or >>> www.my-server.adress/public.pl, also only the header and >> the footer do >>> appear. >>> Have I forgot anything? >>> Thanks in advance >> -- >> EDV Tekomedia >> Markus Nagel >> >> Tekomedia GmbH >> Castroper Str.12 >> D-44791 Bochum >> >> T: +49 (0)234 8939-0 >> F: +49 (0)234 8939-28 >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support orr consulting for your OTRS system? >> => http://www.otrs.com/ >> > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > =http://www.otrs.com/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/ > Best Wishes,
Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6
LPIC - 1
Cargo Future Communications GmbH Building 1335 D-55483 Hahn-Airport
Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley@dlh.de Web: http://www.cfc-callcenter.com
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? =http://www.otrs.com/ -- EDV Tekomedia Markus Nagel
Tekomedia GmbH Castroper Str.12 D-44791 Bochum
T: +49 (0)234 8939-0 F: +49 (0)234 8939-28
____________ Virus checked by G DATA AntiVirusKit
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Shawn _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? =http://www.otrs.com/ -- EDV Tekomedia Markus Nagel
Tekomedia GmbH Castroper Str.12 D-44791 Bochum
T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
, Shawn _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? =http://www.otrs.com/
-- EDV Tekomedia Markus Nagel
Tekomedia GmbH Castroper Str.12 D-44791 Bochum
T: +49 (0)234 8939-0 F: +49 (0)234 8939-28
____________ Virus checked by G DATA AntiVirusKit
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Shawn
participants (1)
-
shawn.beasley＠dlh.de