First, let me say thank you to Nils for taking the time to answer my questions and stick with the process to the end.
What we finally figured out is that if you create a new module, it requires separate configuration files for both Agents and Customers. We had been trying to reference the Agent files from the Customer interface, which apparently isn't allowed. In our case, we created a TicketTemplate.pm, TicketTemplate.xml, AgentTicketTemplate.pm, AgentTicketTemplate.dtl, CustomerTicketTemplate.pm, and CustomerTicketTemplate.dtl. I don't know if that is the optimal way to get this done, but it does work. Be sure and set all file rights and file ownership to match the other files in the appropriate directories. Again, thanks to Nils and everyone who helped answer questions. Patrick Dillon Manager, IT Shared Services Aleris International Inc. From: Nils Leideck - ITSM <nils.leid...@leidex.net> To: "User questions and discussions about OTRS." <otrs@otrs.org> Date: 12/03/2009 04:22 PM Subject: Re: [otrs] HelloWorld setup question Sent by: otrs-boun...@otrs.org On 03.12.2009, at 14:52, patrick.dil...@aleris.com wrote: Are there other permissions, possibly within otrs, that I need to check? try /opt/otrs/bin/SetPermissions.sh /opt/otrs/ otrs www-data www-data www-data (works like this for DEBIAN, check your otrs and webserver user names !!) Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net https://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/