RE: [otrs] note-external not available on tickets 2.0.2

From Defaults.pm: # --------------------------------------------------- # # defaults for add note # # --------------------------------------------------- # # default note type $Self->{DefaultNoteType} = 'note-internal'; $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 0, 'note-report' => 0, Copy this section to your Config.pm and change the value of note-external to 1. That should do the trick (I just tested it and it worked for me). Mike -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leah Cunningham Sent: Friday, September 16, 2005 6:30 PM To: otrs@otrs.org Subject: [otrs] note-external not available on tickets 2.0.2 Hi, I have asked about this before, but never got a response so I am trying again. I cannot find anywhere in the documentation or the system information on what settings to look at to enable the note-external. All of the tickets coming into the system have the option of adding an internal note, but the documentation mentions that there should be a note-external that customers can see with the customer interface. I have the customer interface set up and it appears to be working okay. I am using LDAP for the backends for the Customer and auth. If anyone knows anything about this, I would really appreciate it. Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada _______________________________________________ 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/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

Hello Mike, There is also another way to do that: Admin > SysConfig > Group Ticket > Frontend::Agent::Ticket::ViewNote and set the note-external and note-report to 1. Any way after setting that I was not able to find anything in Config.pm but in Config/Files/ZZZAuto.pm Does anyone have an idea where the settings from SysConfig are stored (it seams ZZZAuto.pm) and the what settings are the most important (Config.pm or the ones made through SysConfig) ? Daniel --------- Saturday, September 17, 2005, 3:47:07 AM, you wrote: Mike> From Defaults.pm: Mike> # --------------------------------------------------- # Mike> # defaults for add note # Mike> # --------------------------------------------------- # Mike> # default note type Mike> $Self->{DefaultNoteType} = 'note-internal'; Mike> $Self->{DefaultNoteTypes} = { Mike> 'note-internal' => 1, Mike> 'note-external' => 0, Mike> 'note-report' => 0, Mike> Copy this section to your Config.pm and change the value of Mike> note-external to 1. That should do the trick (I just tested it and it worked for me). Mike> Mike Mike> -----Original Message----- Mike> From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leah Cunningham Mike> Sent: Friday, September 16, 2005 6:30 PM Mike> To: otrs@otrs.org Mike> Subject: [otrs] note-external not available on tickets 2.0.2 Mike> Hi, Mike> I have asked about this before, but never got a response so I am trying Mike> again. I cannot find anywhere in the documentation or the system Mike> information on what settings to look at to enable the note-external. Mike> All of the tickets coming into the system have the option of adding an Mike> internal note, but the documentation mentions that there should be a Mike> note-external that customers can see with the customer interface. Mike> I have the customer interface set up and it appears to be working okay. Mike> I am using LDAP for the backends for the Customer and auth. If anyone Mike> knows anything about this, I would really appreciate it. Mike> Leah -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

Sorry for the delayed response. I really appreciate the information. I ended up going through SysConfig as mentioned below, and it worked perfectly. Cheers, Leah On Sat, 2005-09-17 at 14:56 +0300, Daniel Balan wrote:
Hello Mike,
There is also another way to do that: Admin > SysConfig > Group Ticket
Frontend::Agent::Ticket::ViewNote and set the note-external and note-report to 1.
Any way after setting that I was not able to find anything in Config.pm but in Config/Files/ZZZAuto.pm
Does anyone have an idea where the settings from SysConfig are stored (it seams ZZZAuto.pm) and the what settings are the most important (Config.pm or the ones made through SysConfig) ?
Daniel
---------
Saturday, September 17, 2005, 3:47:07 AM, you wrote:
Mike> From Defaults.pm:
Mike> # --------------------------------------------------- #
Mike> # defaults for add note #
Mike> # --------------------------------------------------- #
Mike> # default note type
Mike> $Self->{DefaultNoteType} = 'note-internal';
Mike> $Self->{DefaultNoteTypes} = {
Mike> 'note-internal' => 1,
Mike> 'note-external' => 0,
Mike> 'note-report' => 0,
Mike> Copy this section to your Config.pm and change the value of
Mike> note-external to 1. That should do the trick (I just tested it and it worked for me).
Mike> Mike
Mike> -----Original Message-----
Mike> From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leah Cunningham
Mike> Sent: Friday, September 16, 2005 6:30 PM
Mike> To: otrs@otrs.org
Mike> Subject: [otrs] note-external not available on tickets 2.0.2
Mike> Hi,
Mike> I have asked about this before, but never got a response so I am trying
Mike> again. I cannot find anywhere in the documentation or the system
Mike> information on what settings to look at to enable the note-external.
Mike> All of the tickets coming into the system have the option of adding an
Mike> internal note, but the documentation mentions that there should be a
Mike> note-external that customers can see with the customer interface.
Mike> I have the customer interface set up and it appears to be working okay.
Mike> I am using LDAP for the backends for the Customer and auth. If anyone
Mike> knows anything about this, I would really appreciate it.
Mike> Leah
plain text document attachment (BitDefender.txt) _______________________________________________ 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 fr Ihr OTRS System? => http://www.otrs.de/ -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada

that's weird. i dont have that in my defaults.pm... /opt/otrs # grep -r DefaultNoteType * CHANGES: - (2003/04/13) added config option DefaultNoteTypes (used note Kernel/Modules/AgentTicketClose.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketClose.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Kernel/Modules/AgentTicketNote.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketNote.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Kernel/Modules/AgentTicketPending.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketPending.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Kernel/Modules/AgentTicketBulk.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketBulk.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Seigafuse, Mike wrote:
From Defaults.pm:
# --------------------------------------------------- # # defaults for add note # # --------------------------------------------------- # # default note type $Self->{DefaultNoteType} = 'note-internal'; $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 0, 'note-report' => 0,
Copy this section to your Config.pm and change the value of note-external to 1. That should do the trick (I just tested it and it worked for me).
Mike
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leah Cunningham Sent: Friday, September 16, 2005 6:30 PM To: otrs@otrs.org Subject: [otrs] note-external not available on tickets 2.0.2
Hi,
I have asked about this before, but never got a response so I am trying again. I cannot find anywhere in the documentation or the system information on what settings to look at to enable the note-external. All of the tickets coming into the system have the option of adding an internal note, but the documentation mentions that there should be a note-external that customers can see with the customer interface.
I have the customer interface set up and it appears to be working okay. I am using LDAP for the backends for the Customer and auth. If anyone knows anything about this, I would really appreciate it.
Leah
------------------------------------------------------------------------
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-- Mike Conigliaro Proactive Technologies conigliaro@getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

Hello Mike, in Version 2, it's no longer in the Defaults.pm, but in the $OTRS_HOME/Kernel/Config/Files/Ticket.pm Hth Markus Nagel Mike Conigliaro schrieb:
that's weird. i dont have that in my defaults.pm...
/opt/otrs # grep -r DefaultNoteType * CHANGES: - (2003/04/13) added config option DefaultNoteTypes (used note Kernel/Modules/AgentTicketClose.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketClose.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Kernel/Modules/AgentTicketNote.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketNote.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Kernel/Modules/AgentTicketPending.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketPending.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Kernel/Modules/AgentTicketBulk.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketBulk.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) {
Seigafuse, Mike wrote:
From Defaults.pm:
# --------------------------------------------------- # # defaults for add note # # --------------------------------------------------- # # default note type $Self->{DefaultNoteType} = 'note-internal'; $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 0, 'note-report' => 0,
Copy this section to your Config.pm and change the value of note-external to 1. That should do the trick (I just tested it and it worked for me).
Mike -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leah Cunningham Sent: Friday, September 16, 2005 6:30 PM To: otrs@otrs.org Subject: [otrs] note-external not available on tickets 2.0.2
Hi,
I have asked about this before, but never got a response so I am trying again. I cannot find anywhere in the documentation or the system information on what settings to look at to enable the note-external. All of the tickets coming into the system have the option of adding an internal note, but the documentation mentions that there should be a note-external that customers can see with the customer interface.
I have the customer interface set up and it appears to be working okay. I am using LDAP for the backends for the Customer and auth. If anyone knows anything about this, I would really appreciate it.
Leah
------------------------------------------------------------------------
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participants (5)
-
Daniel Balan
-
EDV Tekomedia
-
Leah Cunningham
-
Mike Conigliaro
-
Seigafuse, Mike