Hi I forgot: my OTRS version is 2.1.5 I would like than note-external be proposed by default when a agent choice "Note" when a ticket is displayed. Now it's "note-internal" which is the default. How can I modified this ? I search in the Kernel files but I didn't find , i search in "system configuration" but I dont find or I dont understand ;-) thank for your help, -- Serge ALGAROTTI [http://www.cemef.ensmp.fr/] Ecole des Mines de Paris-CEMEF
Hi there I have basically asked this question before, but haven't gotten an answer yet. I'm trying to change the system using SysConfig but so far just a few of the changes actually replicate throughout the system. I have tried to figure out where the changes are stored, since the "Reset button" still is there after a restart of the web server, and I've narrowed it down to the files ZZZAAuto.pm and ZZZAuto.pm in /usr/share/otrs/Kernel/Config/Files. Looks like all my changes are there, but I don't see how this file is in any way used by the system? Can anyone shed some light on this issue? Marius
Hi marius, On Mi, Okt 10 2007, Marius Flage wrote:
I'm trying to change the system using SysConfig but so far just a few of the changes actually replicate throughout the system. I have tried to figure out where the changes are stored, since the "Reset button" still is there after a restart of the web server, and I've narrowed it down to the files ZZZAAuto.pm and ZZZAuto.pm in /usr/share/otrs/Kernel/Config/Files. Looks like all my changes are there, but I don't see how this file is in any way used by the system?
OTRS reads its configuration from several locations: 1. Kernel/Config/Defaults.pm stores default configuration settings. This is the first file from which configuration settings are beeing read. 2. Kernel/Config/Files/ZZZAAuto.pm and Kernel/Config/files/ZZZAuto.pm contain the configuration settings made over Sysconfig and are the next place from where configuration settings are collected. ZZZAAuto.pm contains _all_ config options available in Sysconfig with their default values, whereas ZZZAuto.pm stores your modifications made from the Sysconfig. ZZZAuto.pm stores only the settings which differ from the default. 3. Finally, Kernel/Config.pm is beeing read. The important thing to understand is that a configuration setting which has been modified e.g. from the Sysconfig is overwritten, if the same setting is also listed in Config.pm. In general, Configuration options which are set in Config.pm can not be modified from Sysconfig. I hope this gives you some clarification cheers Henning -- Henning Oschwald ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818-0 :: Fax: +49 (0) 9421 56818-18 http://www.otrs.com/ :: Communication with success!
Hi Serge, On Di, Okt 09 2007, Serge ALGAROTTI wrote:
I would like than note-external be proposed by default when a agent choice "Note" when a ticket is displayed. Now it's "note-internal" which is the default.
The default note type can be changed from Sysconfig -> Ticket -> Frontent::Agent::Ticket::ViewNote. The setting to change is Ticket::Frontend::AgentTicketNote###ArticleTypeDefault. cheers Henning -- Henning Oschwald ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818-0 :: Fax: +49 (0) 9421 56818-18 http://www.otrs.com/ :: Communication with success!
Henning Henning Oschwald a écrit :
The default note type can be changed from Sysconfig -> Ticket -> Frontent::Agent::Ticket::ViewNote. The setting to change is Ticket::Frontend::AgentTicketNote###ArticleTypeDefault.
It'ok, Thank you very much ! -- Serge ALGAROTTI [http://www.cemef.ensmp.fr/] Ecole des Mines de Paris-CEMEF UMR CNRS n° 7635
participants (3)
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Henning Oschwald -
Marius Flage -
Serge ALGAROTTI