Hi Lars, I'll try to answer in short: 1.) Pictures Whyever your boss wants that... this would need a change of the ticket template. See chapter 8 of the developer's manual for more. As always: Don't change the standard.dtl but copy it to a new folder, change it there and make it available as a customer theme. Else it will be overwritten at the next update. The Customer login should be available as variable, so including the picture shouldn't be too hard. 2.) Remote Control If you make the user's machine available in the customer database, you can define it http-link in the config.pm for instant access. You can also use all CustomerUser data as parameter in this link. In doubt you might need an additional landing page, but that shouldn't be too hard. We let OTRS.com develop a similar 'to link' option for FreeText fields. It lets us define Freetextfiels as part of an http link shown in the ticket view. If interested I could send you the package. 3.) Sorry can't help you here... Greets, Daniel -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Dienstag, 8. Januar 2008 15:17 To: otrs@otrs.org Subject: [otrs] Pictures and external links in tickets and an annoying stateproblem. Hi. I'm pretty new to OTRS so forgive in advance if this question has been answered before. I did try to Google a bit before composing this email. Thing is, the boss wants to see pictures of the customers in the tickets. We have the pictures and luckily they are named by login (my login is xxlj, my picture is xxlj.jpg). Is it possible to define a new field or something in a ticket with something like <img src="/picserver/login.jpg">. We also have a remote control solution and we would like to include a link to launch remote control of the user's pc from within a ticket. If I somehow get the user's machine id from my LDAP query, would it be possible to include a link or a button in a ticket to launch an application? Then I have a nagging question: If I translate the ticket states to something other than the english words used by default, many things break. I have changed all the options (and a few more) mentioned in the admin handbook via SysConf, but I still have a few problems. I decided to revert to the original states and erased my changes. I would still like to have the state names translated, though, because for some bizarre reason the notification emails sent to customers use the English state names. Is this a bug? Everywhere else in the Frontend I see translated state names. By the way, if you are interested in a better Danish translation, I will send you mine once it is finished. The one included in the distribution is pretty bad. My remaining problem is with "Ticket::Frontend::CustomerTicketZoom###StateDefault" which is set to the default "open". But if a customer creates a follow-up to a ticket using the web interface, the default next state is "closed successful" which results in a lot of customers accidentally closing tickets. Is this an OTRS bug or did I muddle something when I changed state names and changed them back? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95 _______________________________________________ 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 or consulting for your OTRS system? =http://www.otrs.com/