Dear List-
I'm new to OTRS and am trying to get it configured. Two things that I'd like
to do seem to involve making modification to the Kernel/Config.pm file, but I
can't get them to do anything. I think I've made the correct changes, but OTRS
doesn't seem to be any different. First, I wanted to enable the long listing
of ticket history. I followed the instructions here:
http://www.mail-archive.com/otrs@otrs.org/msg02584.html
and added this to my otrs/Kernel/Config.pm file:
$Self->{TicketZoomExpand} = 1;
Unfortunately there doesn't seem to be any difference when I zoom the ticket.
A screenshot of what I'm seeing is here:
http://www.fsmxserve1.com/temp20061019/OTRS_screen_v1.png
I thought that each of the six messages back and forth would all be displayed
on this page. Am I misunderstanding how this should be working, or am I doing
something wrong?
I'm also trying to alter how answers are generated when based on a response.
Right now if I create a response, it appears under the Compose Answer (email)
list. Thenk if I click on that response link, it displays the response
template along with a quoted copy of the ticket the user submitted. I'd like
it not to include the user's response at all. I followed these instructions:
http://www.mail-archive.com/otrs@otrs.org/msg01541.html
And inserted this into Kernel/Config.pm:
$Self->{ResponseFormat} = '$Data{"Salutation"}
$Data{"StdResponse"}
#$Data{"OrigFrom"} $Text{"wrote"}:
$Data{"Body"}
$Data{"Signature"}
';
I thought this would prevent the 'OrigFrom' and 'wrote' from appearing (since I
have them commented out), but it didn't seem to make any difference. Again, am
I misunderstanding how this should work, or am I missing something else.
Thanks in advance for your help.
___
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
Support orr consulting for your OTRS system?
=> http://www.otrs.com/
