AW: AW: [otrs] Search function for Customers in Tickets
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... Bye, Alex _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
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
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...
Bye, Alex _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
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participants (2)
-
ibrahim ALIZ -
Oliver Buckie