Hi Oliver, As I know one is enough, actually they are doing the same job. So if you configure your FreeTextFields using the frontend, Admin->SysConfig, these information are written to the config file as far as I know. So if you do this on the config file again you will owerwrite the changes. You can try to download the settings and you will see the new values you defined for the system. (It is easier to download the settings you have made, than modify this file and upload again, instead of manually editing the fields in the frontend.) Enjoy, ibrahim --- Oliver Buckie wrote:

Aaah haaa, many thanks ibrahim. OK, I have now edited

"..\otrs\Kernel\Output\HTML\Standard\AgentTicketPhoneNew.dtl"

and "AgentTicketEmail.dtl" uncommenting the relevant lines.

I also added to my "..\otrs\Kernel\Config.pm" the following:

$Self->{"TicketFreeKey1"} = { '' => '-', 'OS' => 'OS', };

$Self->{"TicketFreeText1"} = { '' => '-', 'Windows 2000 Pro' => 'Windows 2000 Pro', 'Windows 9x' => 'Windows 9x', 'Windows NT Workstation' => 'Windows NT Workstation', 'Windows XP Home' => 'Windows XP Home', 'Windows XP Pro' => 'Windows XP Pro', };

Now I see the new dropdowns when creating new Phone- or Email-Tickets :O)

Is this right what I am doing? Another clarification issue - I did lots of this "TicketFreeKey..." customisation through my browser (in Admin, System, SysConfig, ...). is it true that I need to do it here as well as manually editing my Config.pm and relevant .dtl files? Ibrahim, you didn't mention either SysConfig or the Config.pm file - are theses stages not required then, simply change the relevent .dtl files?

Sorry, I'm new to OTRS and trying to understand how to customise it, is there a FAQ on how to correctly customise particular views (new tickets, replies etc.), easily explaining the stages and files to edit.

Thanks again for any help here.

-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ibrahim ALIZ Gesendet: Mittwoch, 25. Januar 2006 18:01 An: User questions and discussions about OTRS.org Betreff: Re: AW: AW: [otrs] Search function for Customers in Tickets

Hi Oliver,

As I see, it is now time to read old questions in this list :p As far as I experienced, you will be able to see the new defined fields after commenting out. Be sure that you are checking the correct .dtl file in the frontend.

this info. may be helpful: AgentTicketEmail.dtl = for new e-mail ticket AgentTicketCompose.dtl = for composing a reply

Kind Regards, ibrahim

--- Oliver Buckie wrote:

...

Hi Alex

As Volker Lipper so kindly said, I starting going through the whole admin manual! After some 200 pages I got to the "Core: TicketFreeText" chapter - here I believe is my answer (or at least part of it).

Using Config Options: Ticket -> Core::TicketFreeText, I then enabled "TicketFreeKey1", "TicketFreeText1" etc. and added various options. So good so far...

... however, I don't see the 'Free Fields' I have defined, in the new ticket window.

You mention I need to modify the source-code in my DTL-files of my ticket-compose-webpages. Having done a some research, I've uncommented the relevant lines in

"..\otrs\Kernel\Output\HTML\Standard\AgentTicketCompose.dtl".

...

I also think I need to change something in "..\otrs\Kernel\Config.pm" but I'm confused as to exactly what?

I hate asking so many questions but I'm finding it very difficult to do customisations because I'm either not finding the documentation or am not reading it right.

Sorry, but I would appreciate any further help here. Thanks.

-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler Gesendet: Dienstag, 24. Januar 2006 16:41 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] Search function for Customers in Tickets

Hi Oliver,

...

Regarding what you said about looking in the manual... I did, but was not really sure what to look for! There are lots of customising I would like to do,

I think the official manuals are really not bad, but should be much more detailed due to the fact that so many people wan't to customize their OTRS to their very specific needs. I think a wiki would be helpful, a german inofficial wiki is just being released. I hope it can help merging all the existing OTRS-admin-known-how around the world in one place.

...

what's the best way of doing this

Right now, I suggest to use side-specific google-search on lists.otrs.org.

...

I am also no programmer and thought lots can be done via a browser (in Admin, System, SysConfig...). For instance, I would like to add a few drop down lists when creating a new "Phone-Ticket" or "Email-Ticket" i.e. "Software" and "Hardware" dropdown lists populated with pre-defined values - I have no idea where to start...

You have to use free text fields and modify your DTL-files (you have to modify the source-code very slightly) of your ticket-compose-webpages => search the Mailing-archives for details...

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