I agree. It sounds like you already have this information anyway. Why not link to it?
On Wed, Aug 29, 2012 at 9:16 AM, Steven Carr <[email protected]> wrote: > It's not a case of just altering files, the level of information you > require capturing is going to take a lot of configuration and customisation > of OTRS. DynamicFields will go so far to assist you with being able to > capture that but I would seriously look at whether OTRS is the right > solution for you. > > Do you actually need all of the information to be stored in separate > fields? Could you not create some other form which then submits that > information into OTRS (using the API, or crafting and submitting an email), > where say each bit of information went into the ticket body in a name=value > format? > > No one can give you a definitive list of files that you would need to > edit, that is custom development work. > > Hope this helps > > Steve > > > > On 29 August 2012 13:28, Rob Lange <[email protected]> wrote: > >> This is what I want the ticket to look like. I am running on a windows >> 2003 system running OTRS 3.1 >> I need to know which files to alter so I can make it look like this. >> >> >> >> Phone Ticket / WalkIn Screen.****** >> >> ** ** >> >> Call Number: System Assigned**** >> >> Assigned to **** >> >> Official (system automatic)**** >> >> Region**** >> >> District**** >> >> Local Office**** >> >> ------------------------------------------------------------**** >> >> ** ** >> >> Caller:**** >> >> Name **** >> >> Surname**** >> >> Tel : Home**** >> >> Work**** >> >> Cellphone**** >> >> Relationship – Personal**** >> >> Relationship– 3rd party**** >> >> Personal **** >> >> Caller ID**** >> >> ------------------------------------------------------------**** >> >> Beneficiary:**** >> >> Name (textbox)**** >> >> Surname (textbox)**** >> >> ID Number**** >> >> Contact Number**** >> >> Beneficiaries’ ID**** >> >> Ward – linked to ICROP**** >> >> Official / User / Capturer**** >> >> Grant Type( Dropdown box)**** >> >> Address : Number**** >> >> Street**** >> >> Suburb**** >> >> Town/District **** >> >> Province**** >> >> Code**** >> >> Postal Address: PO Box #**** >> >> *** *** >> >> *** *** >> >> Enquiry Type – Internal Reconsideration Mechanism (dropdown box) >> >> Enquiry **** >> >> Complaint Info**** >> >> Home visit book-in**** >> >> ICROP**** >> >> SRD**** >> >> Call Summary**** >> >> Problem Description **** >> >> Resolution**** >> >> Resolution date (is it the same as date call resolved?)**** >> >> >> *From: * <[email protected]> *To:* <[email protected]> *Date: * 2012/08/29 >> 01:59 PM *Subject: * otrs Digest, Vol 47, Issue 56Send otrs mailing list >> submissions to >> [email protected] >> >> To subscribe or unsubscribe via the World Wide Web, visit >> http://lists.otrs.org/cgi-bin/listinfo/otrs >> or, via email, send a message with subject or body 'help' to >> [email protected] >> >> You can reach the person managing the list at >> [email protected] >> >> When replying, please edit your Subject line so it is more specific >> than "Re: Contents of otrs digest..." >> >> >> Today's Topics: >> >> 1. Re: Restricting the self-registration feature (Michiel Beijen) >> 2. Re: Template Issues (Alexander Halle) >> 3. Re: Restricting the self-registration feature >> ([email protected]) >> 4. Re: LDAP: Agent-Login works, but Customer-Login does not. >> Problem with AuthModule::LDAP::AlwaysFilter (Stefan Michael >> Guenther) >> >> >> ---------------------------------------------------------------------- >> >> Message: 1 >> Date: Wed, 29 Aug 2012 08:37:29 +0200 >> From: Michiel Beijen <[email protected]> >> Subject: Re: [otrs] Restricting the self-registration feature >> To: "[email protected]" <[email protected]>, >> "User questions and discussions about OTRS." <[email protected]> >> Message-ID: >> <cabd0r11gxykdlpwx-3wekuzcg0gp4r7_xurvpoost0vx3op...@mail.gmail.com> >> Content-Type: text/plain; charset=UTF-8 >> >> Hi Brian, >> >> On Tue, Aug 28, 2012 at 5:33 PM, [email protected] >> <[email protected]> wrote: >> >> > What I would like is that only users (customers) who register with >> e-mail >> > domains that are known to the OTRS system are allowed to self-register >> on >> > the portal. >> >> As stated, this functionality is not built-in to OTRS; it would be >> possible and not very difficult to add it. I could see how you can >> store a domain (or multiple domains, i.e. in your example, also >> ikea.dk or ikea-office.com or...) on the customer company record, then >> check at registration time against the known valid domains, and then >> reject or accept the registration for new customers based on the >> domain. >> >> However, it is not an OTRS feature, so it would require some >> development to add it in. >> -- >> MIke >> >> >> ------------------------------ >> >> Message: 2 >> Date: Wed, 29 Aug 2012 09:29:54 +0200 >> From: Alexander Halle <[email protected]> >> Subject: Re: [otrs] Template Issues >> To: "User questions and discussions about OTRS." <[email protected]> >> Message-ID: <[email protected]> >> Content-Type: text/plain; charset=ISO-8859-1; format=flowed >> >> Rob Lange wrote: >> > Hi, I am still trying to get this template thing right. I have learnt a >> > lot about OTRS but am still a noob, so I request someone to please give >> > me a hand on which files to alter to make my own template. I need to >> add >> > some fields and make it look like the company wants. Also renaming some >> > of the fields. >> [...] >> >> Hi Rob, >> >> your question is a bit unspecific to answer. I suggest to tell us >> something about your OTRS version and operating system, what fields you >> want to add and how far you get. >> >> For new fields try dynamic fields: >> http://doc.otrs.org/3.1/en/html/dynamicfields.html >> >> To rename fields you could use the translation mechanism to replace the >> wording: >> http://doc.otrs.org/developer/3.1/en/html/contributing.html#translate >> >> If you need to modify the UI look try skins: >> http://doc.otrs.org/developer/3.1/en/html/hacking.html#skins >> >> Regards >> >> Alexander >> >> Public Relations >> OTRS Community Board / OtterHub (http://www.otterhub.org/) >> >> >> ------------------------------ >> >> Message: 3 >> Date: Wed, 29 Aug 2012 09:27:17 +0100 (BST) >> From: "[email protected]" >> <[email protected]> >> Subject: Re: [otrs] Restricting the self-registration feature >> To: "User questions and discussions about OTRS." <[email protected]> >> Message-ID: >> <[email protected]> >> Content-Type: text/plain; charset="utf-8" >> >> >> >> Thank you for that. >> >> I'm quite new to OTRS but thrilled about the quality of documentation, >> responsiveness of the community, etc. I've only just 'discovered' the OTRS >> IdeasScale site and I will log the idea there. The fact that OTRS Ideas >> site exist (and seems to get good attention) is just another credit to the >> community and the company behind OTRS. >> >> Ok, the idea proposed in this thread is now in >> https://otrsteam.ideascale.com/. >> >> Thx >> >> Brian >> >> >> >> >> ________________________________ >> From: Michiel Beijen <[email protected]> >> To: "[email protected]" <[email protected]>; >> User questions and discussions about OTRS. <[email protected]> >> Sent: Wednesday, August 29, 2012 8:37 AM >> Subject: Re: [otrs] Restricting the self-registration feature >> >> Hi Brian, >> >> On Tue, Aug 28, 2012 at 5:33 PM, [email protected] >> <[email protected]> wrote: >> >> > What I would like is that only users (customers) who register with >> e-mail >> > domains that are known to the OTRS system are allowed to self-register >> on >> > the portal. >> >> As stated, this functionality is not built-in to OTRS; it would be >> possible and not very difficult to add it. I could see how you can >> store a domain (or multiple domains, i.e. in your example, also >> ikea.dk or ikea-office.com or...) on the customer company record, then >> check at registration time against the known valid domains, and then >> reject or accept the registration for new customers based on the >> domain. >> >> However, it is not an OTRS feature, so it would require some >> development to add it in. >> -- >> MIke >> -------------- next part -------------- >> An HTML attachment was scrubbed... >> URL: < >> http://lists.otrs.org/pipermail/otrs/attachments/20120829/0de2b826/attachment >> -0001.html> >> >> ------------------------------ >> >> Message: 4 >> Date: Wed, 29 Aug 2012 12:16:46 +0200 >> From: Stefan Michael Guenther <[email protected]> >> Subject: Re: [otrs] LDAP: Agent-Login works, but Customer-Login does >> not. Problem with AuthModule::LDAP::AlwaysFilter >> To: [email protected] <[email protected]> >> Message-ID: >> <[email protected]> >> Content-Type: text/plain; charset=utf-8 >> >> Hi, >> >> > $Self->{'Customer::AuthSyncModule'} = >> 'Kernel::System::Auth::Sync::LDAP';? >> > There is no CustomerAuthSync Module >> > >> hm, now OTRS accepts the login name and the passwords, but since there >> isn't a corresponding account in OTRS, the customer can not login. >> If there isn't a snyc for customers, how should this work? >> >> Stefan >> >> >> ------------------------------ >> >> --------------------------------------------------------------------- >> 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 >> >> End of otrs Digest, Vol 47, Issue 56 >> ************************************ >> >> ______________________________________________________________________ >> This inbound email has been scanned by the IS Mail Control service. >> For more information please visit http://www.is.co.za >> ______________________________________________________________________ >> >> *LEGAL DISCLAIMER AND CONFIDENTIALITY NOTICE* >> >> This message may contain information which is confidential, private or >> privileged in nature. 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