Which .dtl file would I edit to change the order?
>>>
From: <otrs-requ...@otrs.org>
To:<otrs@otrs.org>
Date: 2012/07/25 02:58 PM
Subject: otrs Digest, Vol 46, Issue 52
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Today's Topics:
1. Re: OTRS with Dreamweaver (Gerald Young)
2. Re: Reply on OTRS Dashboard (Gerald Young)
3. Re: otrs Digest, Vol 46, Issue 51 (Rob Lange)
----------------------------------------------------------------------
Message: 1
Date: Wed, 25 Jul 2012 08:03:08 -0400
From: Gerald Young <cryth...@gmail.com>
Subject: Re: [otrs] OTRS with Dreamweaver
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<cakk-ou+in+tox5_ob9z0hreugy5rzptmbkebhxrepr9xtdb...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
I agree with Steve in the "make your own theme". (See the docs)
"Is there a way?" Well, yes, ...if you have file/ftp write access to
Kernel/Output/HTML/Standard/* . Dreamweaver is a glorified text editor,
so
conceptually, there is nothing in the .dtl that will prevent you from
using
Dreamweaver to manipulate field order. The caveat is that you will need
to
be careful to keep intact block markup. They don't have to be in the
same
order, but a given block set needs to keep both start and end tags.
On Wed, Jul 25, 2012 at 6:20 AM, Steven Carr <sjc...@gmail.com> wrote:
> No, Dreamweaver doesn't understand the DTL code.
>
> + don't do it unless it's absolutely critical, and if you do do it
then
> make your own theme, otherwise it will completely screw you over when
it
> comes to code updates.
>
> Steve
>
>
>
> On 25 July 2012 06:48, Rob Lange <r...@sassa.gov.za> wrote:
>
>>
>> Is there a way to bring the OTRS ticket page into dreamweaver and
edit it
>> from there with regards to field order?
>>
>>
>>
>> Kind Regards,
>>
>> Rob Lange
>> Business Solutions Manager
>> Business Solutions Unit
>> ICT
>>
>> *LEGAL DISCLAIMER AND CONFIDENTIALITY NOTICE*
>>
>> This message may contain information which is confidential, private
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>> thereafter return and/or destroy the original message.
>>
>> Any views contained in this communication are those of the sender
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>> where the sender specifically states them to be those of South
African
>> Social Security Agency (SASSA).
>>
>> While every care has been taken in preparing this document, no
>> representation, warranty or undertaking (express or implied) is
given and
>> no responsibility or liability is accepted by the South African
Social
>> Security Agency as to the accuracy of the information contained
herein,
>> that the mail is virus-free, or for any loss arising therefrom.
>>
>>
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Message: 2
Date: Wed, 25 Jul 2012 08:04:43 -0400
From: Gerald Young <cryth...@gmail.com>
Subject: Re: [otrs] Reply on OTRS Dashboard
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<cakk-oul92raxikqv48oolnp-y9obkows0oja6urctkrmm7m...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
Also verify MX/dns is not a problem. If so, you may want to change that
in
the network settings (not OTRS) or inside OTRS don't do MXrecord
check.
On Wed, Jul 25, 2012 at 6:24 AM, Steven Carr <sjc...@gmail.com> wrote:
> Where to start...
>
> CGI or mod_perl? CPU stats? Memory stats? Database latency?
>
> Have you tried installing the Support package? (Sysconfig -> Package
> Manager) and then running the Support Assessment (in Sysconfig)? it
might
> give you some clues.
>
> Steve
>
>
>
> On 25 July 2012 06:11, Kaushal Shriyan <kaushalshri...@gmail.com>
wrote:
>
>> Hi,
>>
>> When i reply any email on OTRS dashboard and click on submit, it
responds
>> very slow and takes lot of time and eventually it goes through but
with a
>> delay. Any clue?
>> Please let me know if anyone needs more information viz configs or
logs.
>>
>> Regards
>>
>> Kaushal
>>
>>
>>
>>
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>
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Message: 3
Date: Wed, 25 Jul 2012 14:55:10 +0200
From: "Rob Lange" <r...@sassa.gov.za>
Subject: Re: [otrs] otrs Digest, Vol 46, Issue 51
To: <otrs@otrs.org>
Message-ID: <501008ce.6652.006...@sassa.gov.za>
Content-Type: text/plain; charset="utf-8"
So could I add these fields to a form and then how would i present it
to OTRS because I still want to keep OTRS as the call system.
Call Number: system assigned
Caller:
Name (textbox)
Surname (textbox)
Tel : Home (textbox)
Work (textbox)
Cellphone (textbox)
Relationship ? Personal
Relationship - 3rd party
Personal
------------------------------------------------------------
Beneficiary:
Call Type (Telephonic, Walk-In, Written)
Name (textbox)
Surname (textbox)
ID Number (textbox)
Contact Number
Beneficiaries? ID
Region
District
Local Office
Ward ? linked to ICROP
Official / User / Capturer
Grant Type
Address : Number (textbox)
Street (textbox)
Suburb (textbox)
Town/District (textbox)
Province (textbox)
Code (textbox)
Status - Internal / External Call (dropdownbox)
Call Type ? Internal Reconsideration Mechanism (dropdownbox)
Enquiry
Complaint Info(text)
Home visit book-in (text)
ICROP
SRD
Solution- Action Taken (text)
Resolution date
Knowledge base (text) optional
Call details
Date call logged ? system default
Date call resolved ? system default
>>>
From: <otrs-requ...@otrs.org>
To:<otrs@otrs.org>
Date: 2012/07/25 01:59 PM
Subject: otrs Digest, Vol 46, Issue 51
Send otrs mailing list submissions to
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You can reach the person managing the list at
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When replying, please edit your Subject line so it is more specific
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Today's Topics:
1. Re: Creating my own ticket template from scratch. (Gerald
Young)
----------------------------------------------------------------------
Message: 1
Date: Wed, 25 Jul 2012 07:51:45 -0400
From: Gerald Young <cryth...@gmail.com>
Subject: Re: [otrs] Creating my own ticket template from scratch.
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<cakk-ouj3uj7d3dtj4xykbxpxjwa9be2tj_oeqck0v9nh9aq...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
Some fields can be disabled within SysConfig. See TicketPhone and/or
TicketEmail for those configuration (Agent and/or Customer). Any
fields
Sysconfig doesn't address, you'll need to remove from the
Kernel/Output/Standard/(appropriatenamed).dtl
Note you *must* have a few fields, including but not exclusively
customer
email address, subject, body. Other fields *might* fill in as defaults,
but
if you remove something required, expect to see errors in Syslog.
To start with a black (blank) ticket page, present your own custom
HTML
form that submits to your otrs email address. You don't need OTRS's
forms
to submit via email.
On Wed, Jul 25, 2012 at 1:47 AM, Rob Lange <r...@sassa.gov.za> wrote:
> I see all of the tickets are formed a certain way. I would like to
> create a ticket with the following fields and thats all.
> How do I start with a black ticket page.
>
> I know how to add Dynamic fields already.
>
>
> Rob
>
>
>
> Kind Regards,
>
> Rob Lange
> Business Solutions Manager
> Business Solutions Unit
> ICT
>
> *LEGAL DISCLAIMER AND CONFIDENTIALITY NOTICE*
>
> This message may contain information which is confidential, private
or
> privileged in nature. If you are not the intended recipient, you may
not
> peruse, use, disseminate, distribute or copy this message or file
which is
> attached to this message. If you have received this message in
error,
> please immediately notify the sender by e-mail, facsimile or
telephone and
> thereafter return and/or destroy the original message.
>
> Any views contained in this communication are those of the sender
except
> where the sender specifically states them to be those of South
African
> Social Security Agency (SASSA).
>
> While every care has been taken in preparing this document, no
> representation, warranty or undertaking (express or implied) is given
and
> no responsibility or liability is accepted by the South African
Social
> Security Agency as to the accuracy of the information contained
herein,
> that the mail is virus-free, or for any loss arising therefrom.
>
>
______________________________________________________________________
> This outbound email has been scanned by the IS Mail Control service.
> For more information please visit http://www.is.co.za
>
______________________________________________________________________
>
>
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