Dear All
I need to customise certain areas for agents ie. New Phone- or
Email-Tickets. I would like to add a few drop downs such as "OS" and
"Software". However, I'm confused about the correct way of achieving
this, because although it kind of works, I don't understand why! This is
what I did:
1. I found the relevant "TicketFreeText" sections and changed
"TicketFreeKey1" & "TicketFreeText1" (via Admin, System, SysConfig...).
2. I manually changed the relevant
"..\otrs\Kernel\Output\HTML\Standard\AgentTicketPhoneNew.dtl" and
"AgentTicketEmail.dtl" files, uncommenting the relevant lines:
<tr>
<td class="contentkey">$Data{"TicketFreeKeyField1"}:</td>
<td class="contentvalue">$Data{"TicketFreeTextField1"}</td>
</tr>
3. Finally, I also added to my "..\otrs\Kernel\Config.pm" the following:
$Self->{"TicketFreeKey1"} = {
'' => '-',
'Hardware' => 'Hardware',
};
$Self->{"TicketFreeText1"} = {
'' => '-',
'Server' => 'Server',
'Workstation' => 'Workstation',
'Laptop' => 'Laptop',
'PDA' => 'PDA',
};
I now have 2 dropdown boxes, one with just a selection "Hardware" and
the other with selections "Server, Workstation...". What I wanted to
achieve was a label "Hardware" and then a dropdown with "Server...".
Also, do I really have follow all these stages? I also think my scripts
are a little wrong. I'm also confused about is which files the admin
through the web interface changes.
Many thanks for your help - I've tried my best, but now I need wisdom
:O)
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