Field template on creation of different type of the ticket
Hi, Who knows how we have a field template on customer ticket creation interface? The only thing that I know is that we can do some modifications in "Kernel/Output/HTML/Standard/CustomerMessageNew.dtl " and the explaination is just for version 2.4.7. Do anyone has any ideas to do this on version 3.0.8. For example, we need a field like "version of the software" for "software ticket". Any reply will be appreciated. Xiaoxing
Le 2011-08-10 11:01, Xiaoxing Meng a écrit :
Hi, Who knows how we have a field template on customer ticket creation interface? The only thing that I know is that we can do some modifications in "Kernel/Output/HTML/Standard/CustomerMessageNew.dtl " and the explaination is just for version 2.4.7. Do anyone has any ideas to do this on version 3.0.8. For example, we need a field like "version of the software" for "software ticket". Any reply will be appreciated.
You can use a freetext field for that. Here is the procedure I've got. I think it should be accurate. First, create the freetext field in Core::TicketFreeText (TicketFreeKey1). You can add choices in the drop-down menu by clicking on the + sign. Second, enable its display in the agent interface in Ticket::Frontend::AgentTicketFreeText###TicketFreeText Third, enable its use in the new ticket interface. Frontend::Customer::Ticket::ViewNew, Ticket::Frontend::CustomerTicketMessage###TicketFreeText Put 1 in the content of the key you want to display (1 int the case you used TicketFreeKey1.
Third, enable its use in the new ticket interface.
Frontend::Customer::Ticket::ViewNew,
Ticket::Frontend::CustomerTicketMessage###TicketFreeText
Put 1 in the content of the key you want to display (1 int the case you used TicketFreeKey1.
By the way, I couldn't get the Ticket::Frontend::CustomerTicketMessage###TicketFreeText part to work. If you find how to show freetext fields in the ticketzoom client interface, please let me know. Ugo
Thanks for your reply. I will do as you said. No problem. I will let you know if I find a way to make it work. Xiaoxing -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: mercredi 10 août 2011 17:24 To: otrs@otrs.org Subject: Re: [otrs] Field template on creation of different type of the ticket
Third, enable its use in the new ticket interface.
Frontend::Customer::Ticket::ViewNew,
Ticket::Frontend::CustomerTicketMessage###TicketFreeText
Put 1 in the content of the key you want to display (1 int the case you used TicketFreeKey1.
By the way, I couldn't get the Ticket::Frontend::CustomerTicketMessage###TicketFreeText part to work. If you find how to show freetext fields in the ticketzoom client interface, please let me know. Ugo --------------------------------------------------------------------- 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
When you said you couldn't make it work, dose that mean that you can't see the field template that you defined in your customer interface? Xiaoxing -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: mercredi 10 août 2011 17:24 To: otrs@otrs.org Subject: Re: [otrs] Field template on creation of different type of the ticket
Third, enable its use in the new ticket interface.
Frontend::Customer::Ticket::ViewNew,
Ticket::Frontend::CustomerTicketMessage###TicketFreeText
Put 1 in the content of the key you want to display (1 int the case you used TicketFreeKey1.
By the way, I couldn't get the Ticket::Frontend::CustomerTicketMessage###TicketFreeText part to work. If you find how to show freetext fields in the ticketzoom client interface, please let me know. Ugo --------------------------------------------------------------------- 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
When you said you couldn't make it work, dose that mean that you can't see the field template that you defined in your customer interface? Xiaoxing -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: mercredi 10 août 2011 17:08 To: otrs@otrs.org Subject: Re: [otrs] Field template on creation of different type of the ticket Le 2011-08-10 11:01, Xiaoxing Meng a écrit :
Hi, Who knows how we have a field template on customer ticket creation interface? The only thing that I know is that we can do some modifications in "Kernel/Output/HTML/Standard/CustomerMessageNew.dtl " and the explaination is just for version 2.4.7. Do anyone has any ideas to do this on version 3.0.8. For example, we need a field like "version of the software" for "software ticket". Any reply will be appreciated.
You can use a freetext field for that. Here is the procedure I've got. I think it should be accurate. First, create the freetext field in Core::TicketFreeText (TicketFreeKey1). You can add choices in the drop-down menu by clicking on the + sign. Second, enable its display in the agent interface in Ticket::Frontend::AgentTicketFreeText###TicketFreeText Third, enable its use in the new ticket interface. Frontend::Customer::Ticket::ViewNew, Ticket::Frontend::CustomerTicketMessage###TicketFreeText Put 1 in the content of the key you want to display (1 int the case you used TicketFreeKey1. --------------------------------------------------------------------- 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
Le 2011-08-10 11:43, Xiaoxing Meng a écrit :
When you said you couldn't make it work, dose that mean that you can't see the field template that you defined in your customer interface?
Did it work for you?
I am not sure if I got your problem correctly. But when I creat a ticket, I can chose the version of software in a drop down menus that I added or write the version in the field that I added in customer interface. It works. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: jeudi 18 août 2011 05:06 To: otrs@otrs.org Subject: Re: [otrs] Field template on creation of different type of the ticket Le 2011-08-10 11:43, Xiaoxing Meng a écrit :
When you said you couldn't make it work, dose that mean that you can't see the field template that you defined in your customer interface?
Did it work for you? --------------------------------------------------------------------- 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
Le 2011-08-18 05:29, Xiaoxing Meng a écrit :
I am not sure if I got your problem correctly. But when I creat a ticket, I can chose the version of software in a drop down menus that I added or write the version in the field that I added in customer interface. It works.
Then, when you go in the user interface and you zoom on the ticket, do you see this field? Thanks, Ugo
Yes. When I go to the agent interface and zoom on the ticket, I can see the software version and other ticket information that I entered in the freefields. Best regards, Xiaoxing -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: jeudi 18 août 2011 14:02 To: otrs@otrs.org Subject: Re: [otrs] Field template on creation of different type of the ticket Le 2011-08-18 05:29, Xiaoxing Meng a écrit :
I am not sure if I got your problem correctly. But when I creat a ticket, I can chose the version of software in a drop down menus that I added or write the version in the field that I added in customer interface. It works.
Then, when you go in the user interface and you zoom on the ticket, do you see this field? Thanks, Ugo --------------------------------------------------------------------- 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
Le 2011-08-18 08:06, Xiaoxing Meng a écrit :
Yes. When I go to the agent interface and zoom on the ticket, I can see the software version and other ticket information that I entered in the freefields.
Can you tell me where are those info in the window? Or show a screenshot? Thanks, Ugo
On the right field called "Ticket Information" on the window after we zoom the ticket. I have included a copy of screen as an attachement, but it is too big and need the moderator approval, maybe it will take some time. so I sent you this email. Xiaoxing -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: jeudi 18 août 2011 14:09 To: otrs@otrs.org Subject: Re: [otrs] Field template on creation of different type of the ticket Le 2011-08-18 08:06, Xiaoxing Meng a écrit :
Yes. When I go to the agent interface and zoom on the ticket, I can see the software version and other ticket information that I entered in the freefields.
Can you tell me where are those info in the window? Or show a screenshot? Thanks, Ugo --------------------------------------------------------------------- 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
Le 2011-08-18 08:18, Xiaoxing Meng a écrit :
On the right field called "Ticket Information" on the window after we zoom the ticket. I have included a copy of screen as an attachement, but it is too big and need the moderator approval, maybe it will take some time. so I sent you this email.
I don't have such a field. You're on 3.0.x right? I the information in my 2.3.x setup, not on my 3.0.x test setup. I didn't get your e-mail yet. I guess I'll get it soon. Thanks, Ugo
Congratulations! -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: jeudi 18 août 2011 14:26 To: otrs@otrs.org Subject: Re: [otrs] Field template on creation of different type of the ticket Le 2011-08-18 08:18, Xiaoxing Meng a écrit :
On the right field called "Ticket Information" on the window after we zoom the ticket. I have included a copy of screen as an attachement, but it is too big and need the moderator approval, maybe it will take some time. so I sent you this email.
I don't have such a field. You're on 3.0.x right? I the information in my 2.3.x setup, not on my 3.0.x test setup. I didn't get your e-mail yet. I guess I'll get it soon. Thanks, Ugo --------------------------------------------------------------------- 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
participants (2)
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Ugo Bellavance -
Xiaoxing Meng