Hi Oliver,
As I know one is enough, actually they are doing the
same job.
So if you configure your FreeTextFields using the
frontend,
Admin->SysConfig, these information are written to the
config file as far as I know. So if you do this on the
config file again you will owerwrite the changes.
You can try to download the settings and you will see
the new values you defined for the system.
(It is easier to download the settings you have made,
than modify this file and upload again, instead of
manually editing the fields in the frontend.)
Enjoy,
ibrahim
--- Oliver Buckie <[EMAIL PROTECTED]> wrote:
> Aaah haaa, many thanks ibrahim. OK, I have now
> edited
>
"..\otrs\Kernel\Output\HTML\Standard\AgentTicketPhoneNew.dtl"
> and "AgentTicketEmail.dtl" uncommenting the relevant
> lines.
>
> I also added to my "..\otrs\Kernel\Config.pm" the
> following:
>
> $Self->{"TicketFreeKey1"} = {
> '' => '-',
> 'OS' => 'OS',
> };
>
> $Self->{"TicketFreeText1"} = {
> '' => '-',
> 'Windows 2000 Pro' => 'Windows 2000 Pro',
> 'Windows 9x' => 'Windows 9x',
> 'Windows NT Workstation' => 'Windows NT
> Workstation',
> 'Windows XP Home' => 'Windows XP Home',
> 'Windows XP Pro' => 'Windows XP Pro',
> };
>
> Now I see the new dropdowns when creating new Phone-
> or Email-Tickets :O)
>
> Is this right what I am doing? Another clarification
> issue - I did lots of this "TicketFreeKey..."
> customisation through my browser (in Admin, System,
> SysConfig, ...). is it true that I need to do it
> here as well as manually editing my Config.pm and
> relevant .dtl files? Ibrahim, you didn't mention
> either SysConfig or the Config.pm file - are theses
> stages not required then, simply change the relevent
> .dtl files?
>
> Sorry, I'm new to OTRS and trying to understand how
> to customise it, is there a FAQ on how to correctly
> customise particular views (new tickets, replies
> etc.), easily explaining the stages and files to
> edit.
>
> Thanks again for any help here.
>
> -----Ursprüngliche Nachricht-----
> Von: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] Im Auftrag von
> ibrahim ALIZ
> Gesendet: Mittwoch, 25. Januar 2006 18:01
> An: User questions and discussions about OTRS.org
> Betreff: Re: AW: AW: [otrs] Search function for
> Customers in Tickets
>
> 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 <[EMAIL PROTECTED]> wrote:
>
> > 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: [EMAIL PROTECTED]
> > [mailto:[EMAIL PROTECTED] 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
> > _______________________________________________
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> >
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>
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