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Steve Clark

31 Jan 2013 31 Jan '13

3:26 p.m.

Hello List, These two values have been altered from the default and I can't seem to get them set back to the original value. When I click the "reset" icon next to the item, otrs acts like it is doing something but when it comes back they still have the altered value. What am I missing? Ticket::Frontend::CustomerTicketZoom###StateDefault Ticket::Frontend::CustomerTicketMessage###StateDefault Thanks, -- Stephen Clark

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Renee B

31 Jan 31 Jan

3:32 p.m.

Please ensure that those data aren't configured in Kernel/Config.pm Have you changed the XML file (Kernel/Config/Ticket.xml)? On 31.01.2013 16:26, Steve Clark wrote:

Hello List,

These two values have been altered from the default and I can't seem to get them set back to the original value.

When I click the "reset" icon next to the item, otrs acts like it is doing something but when it comes back they still have the altered value.

What am I missing?

Ticket::Frontend::CustomerTicketZoom###StateDefault

Ticket::Frontend::CustomerTicketMessage###StateDefault

Thanks,

-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de

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Steve Clark

3:54 p.m.

I only see them change On 01/31/2013 10:32 AM, Renee B wrote:

Please ensure that those data aren't configured in Kernel/Config.pm Have you changed the XML file (Kernel/Config/Ticket.xml)?

On 31.01.2013 16:26, Steve Clark wrote:

...
Hello List,

These two values have been altered from the default and I can't seem to get them set back to the original value.

When I click the "reset" icon next to the item, otrs acts like it is doing something but when it comes back they still have the altered value.

What am I missing?

Ticket::Frontend::CustomerTicketZoom###StateDefault

Ticket::Frontend::CustomerTicketMessage###StateDefault

Thanks,

Doing: egrep -rI 'Ticket::Frontend::CustomerTicketMessage' * in the Kernel directory I only see them changed in Config/Files/ZZZAuto.pm: egrep -rI 'Ticket::Frontend::CustomerTicketMessage' * Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'DynamicField'} = {}; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryComment'} = ''; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryType'} = 'WebRequestCustomer'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SenderType'} = 'customer'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ArticleType'} = 'webrequest'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'new'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SLA'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Service'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Queue'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'PriorityDefault'} = '3 normal'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'NextScreenAfterNewTicket'} = 'CustomerTicketOverview'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ArticleFreeText'} = { Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketFreeTime'} = { Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketFreeText'} = { Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###TicketFreeText" Required="0" Valid="1"> Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###TicketFreeTime" Required="0" Valid="1"> Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###ArticleFreeText" Required="0" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###NextScreenAfterNewTicket" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Priority" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###PriorityDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Queue" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###QueueDefault" Required="0" Valid="0"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Service" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###SLA" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###ArticleType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###SenderType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###HistoryType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###HistoryComment" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###DynamicField" Required="0" Valid="1"> Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'Closed Successful'; Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'PriorityDefault'} = '7 Customer\'s Online Ticket'; Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '0'; -- Stephen Clark

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Gerald Young

4:36 p.m.

Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketZoom###StateDefault" Required="1" Valid="1"> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'StateDefault'} = 'open'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'new'; Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketZoom###StateDefault" Required="1" Valid="1"> <Description Translatable="1">Defines the default next state for a ticket after customer follow up in the customer interface.</Description> <Group>Ticket</Group> <SubGroup>Frontend::Customer::Ticket::ViewZoom</SubGroup> <ValidateModule>Kernel::System::SysConfig::StateValidate</ValidateModule> <Setting> <String Regex="">open</String> </Setting> </ConfigItem> <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1" Valid="1"> <Description Translatable="1">Defines the default state of new customer tickets in the customer interface.</Description> <Group>Ticket</Group> <SubGroup>Frontend::Customer::Ticket::ViewNew</SubGroup> <ValidateModule>Kernel::System::SysConfig::StateValidate</ValidateModule> <Setting> <String Regex="">new</String> </Setting> </ConfigItem> On Thu, Jan 31, 2013 at 10:54 AM, Steve Clark wrote:

I only see them change

On 01/31/2013 10:32 AM, Renee B wrote:

Please ensure that those data aren't configured in Kernel/Config.pm Have you changed the XML file (Kernel/Config/Ticket.xml)?

On 31.01.2013 16:26, Steve Clark wrote:

Hello List,

These two values have been altered from the default and I can't seem to get them set back to the original value.

When I click the "reset" icon next to the item, otrs acts like it is doing something but when it comes back they still have the altered value.

What am I missing?

Ticket::Frontend::CustomerTicketZoom###StateDefault

Ticket::Frontend::CustomerTicketMessage###StateDefault

Thanks,

Doing: egrep -rI 'Ticket::Frontend::CustomerTicketMessage' *

in the Kernel directory I only see them changed in

Config/Files/ZZZAuto.pm:

egrep -rI 'Ticket::Frontend::CustomerTicketMessage' * Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'DynamicField'} = {}; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryComment'} = ''; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryType'} = 'WebRequestCustomer'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SenderType'} = 'customer'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ArticleType'} = 'webrequest'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'new'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SLA'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Service'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Queue'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'PriorityDefault'} = '3 normal'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'NextScreenAfterNewTicket'} = 'CustomerTicketOverview'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ArticleFreeText'} = { Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketFreeTime'} = { Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketFreeText'} = { Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###TicketFreeText" Required="0" Valid="1"> Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###TicketFreeTime" Required="0" Valid="1"> Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###ArticleFreeText" Required="0" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###NextScreenAfterNewTicket" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Priority" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###PriorityDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Queue" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###QueueDefault" Required="0" Valid="0"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Service" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###SLA" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###ArticleType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###SenderType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###HistoryType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###HistoryComment" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###DynamicField" Required="0" Valid="1"> Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'Closed Successful'; Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'PriorityDefault'} = '7 Customer\'s Online Ticket'; Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '0';

-- Stephen Clark

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Steve Clark

4:54 p.m.

Hello, I found that if I remove them from Config/Files/ZZZAuto.pm file they show up in sysconfig with their default values. Is it OK remove them from the ZZZAuto.pm file? On 01/31/2013 11:36 AM, Gerald Young wrote:

Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketZoom###StateDefault" Required="1" Valid="1"> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'StateDefault'} = 'open'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'new';

Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketZoom###StateDefault" Required="1" Valid="1"> <Description Translatable="1">Defines the default next state for a ticket after customer follow up in the customer interface.</Description> <Group>Ticket</Group> <SubGroup>Frontend::Customer::Ticket::ViewZoom</SubGroup> <ValidateModule>Kernel::System::SysConfig::StateValidate</ValidateModule> <Setting> <String Regex="">open</String> </Setting> </ConfigItem> <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1" Valid="1"> <Description Translatable="1">Defines the default state of new customer tickets in the customer interface.</Description> <Group>Ticket</Group> <SubGroup>Frontend::Customer::Ticket::ViewNew</SubGroup> <ValidateModule>Kernel::System::SysConfig::StateValidate</ValidateModule> <Setting> <String Regex="">new</String> </Setting> </ConfigItem>

On Thu, Jan 31, 2013 at 10:54 AM, Steve Clark mailto:sclark@netwolves.com> wrote:

I only see them change

On 01/31/2013 10:32 AM, Renee B wrote:

...
Please ensure that those data aren't configured in Kernel/Config.pm Have you changed the XML file (Kernel/Config/Ticket.xml)?

On 31.01.2013 16:26, Steve Clark wrote:

...
Hello List,

These two values have been altered from the default and I can't seem to get them set back to the original value.

When I click the "reset" icon next to the item, otrs acts like it is doing something but when it comes back they still have the altered value.

What am I missing?

Ticket::Frontend::CustomerTicketZoom###StateDefault

Ticket::Frontend::CustomerTicketMessage###StateDefault

Thanks,

Doing: egrep -rI 'Ticket::Frontend::CustomerTicketMessage' *

in the Kernel directory I only see them changed in

Config/Files/ZZZAuto.pm:

egrep -rI 'Ticket::Frontend::CustomerTicketMessage' * Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'DynamicField'} = {}; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryComment'} = ''; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryType'} = 'WebRequestCustomer'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SenderType'} = 'customer'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ArticleType'} = 'webrequest'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'new'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SLA'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Service'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Queue'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'PriorityDefault'} = '3 normal'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'NextScreenAfterNewTicket'} = 'CustomerTicketOverview'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ArticleFreeText'} = { Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketFreeTime'} = { Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketFreeText'} = { Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###TicketFreeText" Required="0" Valid="1"> Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###TicketFreeTime" Required="0" Valid="1"> Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###ArticleFreeText" Required="0" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###NextScreenAfterNewTicket" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Priority" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###PriorityDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Queue" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###QueueDefault" Required="0" Valid="0"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Service" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###SLA" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###ArticleType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###SenderType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###HistoryType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###HistoryComment" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###DynamicField" Required="0" Valid="1"> Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'Closed Successful'; Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'PriorityDefault'} = '7 Customer\'s Online Ticket'; Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '0';

-- Stephen Clark

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-- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark@netwolves.com http://www.netwolves.com

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Leonardo Certuche

5:05 p.m.

Hello Yes it is OK. That's the way you return them to the default value. If you want to find out how to write them back, you can take a look at them at ZZZA *A*uto.pm and copy them back yo ZZZAuto.pm Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 31 January 2013 11:54, Steve Clark wrote:

Hello,

I found that if I remove them from Config/Files/ZZZAuto.pm file they show up in sysconfig with their default values. Is it OK remove them from the ZZZAuto.pm file?

On 01/31/2013 11:36 AM, Gerald Young wrote:

Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketZoom###StateDefault" Required="1" Valid="1"> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'StateDefault'} = 'open'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'new';

Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketZoom###StateDefault" Required="1" Valid="1"> <Description Translatable="1">Defines the default next state for a ticket after customer follow up in the customer interface.</Description> <Group>Ticket</Group> <SubGroup>Frontend::Customer::Ticket::ViewZoom</SubGroup>

<ValidateModule>Kernel::System::SysConfig::StateValidate</ValidateModule> <Setting> <String Regex="">open</String> </Setting> </ConfigItem> <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1" Valid="1"> <Description Translatable="1">Defines the default state of new customer tickets in the customer interface.</Description> <Group>Ticket</Group> <SubGroup>Frontend::Customer::Ticket::ViewNew</SubGroup>

<ValidateModule>Kernel::System::SysConfig::StateValidate</ValidateModule> <Setting> <String Regex="">new</String> </Setting> </ConfigItem>

On Thu, Jan 31, 2013 at 10:54 AM, Steve Clark wrote:

...
I only see them change

On 01/31/2013 10:32 AM, Renee B wrote:

Please ensure that those data aren't configured in Kernel/Config.pm Have you changed the XML file (Kernel/Config/Ticket.xml)?

On 31.01.2013 16:26, Steve Clark wrote:

Hello List,

These two values have been altered from the default and I can't seem to get them set back to the original value.

When I click the "reset" icon next to the item, otrs acts like it is doing something but when it comes back they still have the altered value.

What am I missing?

Ticket::Frontend::CustomerTicketZoom###StateDefault

Ticket::Frontend::CustomerTicketMessage###StateDefault

Thanks,

Doing: egrep -rI 'Ticket::Frontend::CustomerTicketMessage' *

in the Kernel directory I only see them changed in

Config/Files/ZZZAuto.pm:

egrep -rI 'Ticket::Frontend::CustomerTicketMessage' * Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'DynamicField'} = {}; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryComment'} = ''; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryType'} = 'WebRequestCustomer'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SenderType'} = 'customer'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ArticleType'} = 'webrequest'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'new'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SLA'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Service'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Queue'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'PriorityDefault'} = '3 normal'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'NextScreenAfterNewTicket'} = 'CustomerTicketOverview'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ArticleFreeText'} = { Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketFreeTime'} = { Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketFreeText'} = { Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###TicketFreeText" Required="0" Valid="1"> Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###TicketFreeTime" Required="0" Valid="1"> Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###ArticleFreeText" Required="0" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###NextScreenAfterNewTicket" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Priority" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###PriorityDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Queue" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###QueueDefault" Required="0" Valid="0"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Service" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###SLA" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###ArticleType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###SenderType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###HistoryType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###HistoryComment" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###DynamicField" Required="0" Valid="1"> Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'Closed Successful'; Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'PriorityDefault'} = '7 Customer\'s Online Ticket'; Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '0';

-- Stephen Clark

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-- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark@netwolves.com http://www.netwolves.com

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Gerald Young

5:14 p.m.

There's also the possibility to either save again from Sysconfig after removal (Ticket.xml will help repopulate) or rebuildconfig from scripts. You may also want to be sure that OTRS has permissions within the web user (www-data or otrs) to write to the ZZZ files. On Thu, Jan 31, 2013 at 12:05 PM, Leonardo Certuche < leonardo.certuche@itconsultores.com.co> wrote:

Hello

Yes it is OK. That's the way you return them to the default value. If you want to find out how to write them back, you can take a look at them at ZZZA *A*uto.pm and copy them back yo ZZZAuto.pm

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

On 31 January 2013 11:54, Steve Clark wrote:

...
Hello,

I found that if I remove them from Config/Files/ZZZAuto.pm file they show up in sysconfig with their default values. Is it OK remove them from the ZZZAuto.pm file?

On 01/31/2013 11:36 AM, Gerald Young wrote:

Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketZoom###StateDefault" Required="1" Valid="1"> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'StateDefault'} = 'open'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'new';

Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketZoom###StateDefault" Required="1" Valid="1"> <Description Translatable="1">Defines the default next state for a ticket after customer follow up in the customer interface.</Description> <Group>Ticket</Group> <SubGroup>Frontend::Customer::Ticket::ViewZoom</SubGroup>

<ValidateModule>Kernel::System::SysConfig::StateValidate</ValidateModule> <Setting> <String Regex="">open</String> </Setting> </ConfigItem> <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1" Valid="1"> <Description Translatable="1">Defines the default state of new customer tickets in the customer interface.</Description> <Group>Ticket</Group> <SubGroup>Frontend::Customer::Ticket::ViewNew</SubGroup>

<ValidateModule>Kernel::System::SysConfig::StateValidate</ValidateModule> <Setting> <String Regex="">new</String> </Setting> </ConfigItem>

On Thu, Jan 31, 2013 at 10:54 AM, Steve Clark wrote:

...
I only see them change

On 01/31/2013 10:32 AM, Renee B wrote:

Please ensure that those data aren't configured in Kernel/Config.pm Have you changed the XML file (Kernel/Config/Ticket.xml)?

On 31.01.2013 16:26, Steve Clark wrote:

Hello List,

These two values have been altered from the default and I can't seem to get them set back to the original value.

When I click the "reset" icon next to the item, otrs acts like it is doing something but when it comes back they still have the altered value.

What am I missing?

Ticket::Frontend::CustomerTicketZoom###StateDefault

Ticket::Frontend::CustomerTicketMessage###StateDefault

Thanks,

Doing: egrep -rI 'Ticket::Frontend::CustomerTicketMessage' *

in the Kernel directory I only see them changed in

Config/Files/ZZZAuto.pm:

egrep -rI 'Ticket::Frontend::CustomerTicketMessage' * Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'DynamicField'} = {}; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryComment'} = ''; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryType'} = 'WebRequestCustomer'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SenderType'} = 'customer'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ArticleType'} = 'webrequest'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'new'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SLA'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Service'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Queue'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'PriorityDefault'} = '3 normal'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '1'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'NextScreenAfterNewTicket'} = 'CustomerTicketOverview'; Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ArticleFreeText'} = { Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketFreeTime'} = { Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketFreeText'} = { Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###TicketFreeText" Required="0" Valid="1"> Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###TicketFreeTime" Required="0" Valid="1"> Config/Files/Deprecated.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###ArticleFreeText" Required="0" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###NextScreenAfterNewTicket" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Priority" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###PriorityDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Queue" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###QueueDefault" Required="0" Valid="0"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###Service" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###SLA" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###ArticleType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###SenderType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###HistoryType" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###HistoryComment" Required="1" Valid="1"> Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Frontend::CustomerTicketMessage###DynamicField" Required="0" Valid="1"> Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'} = 'Closed Successful'; Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'PriorityDefault'} = '7 Customer\'s Online Ticket'; Config/Files/ZZZAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '0';

-- Stephen Clark

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-- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark@netwolves.com http://www.netwolves.com

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Gerald Young
Leonardo Certuche
Renee B
Steve Clark