Ticket templates dependant from Service

[JoernWR]

Hi!

I am new to OTRS, have it installed version OTRS::ITSM 3.05 under SLES10SP3 and already did some "cosmetic" changes.
Now I would like to extend the system, so that when a ticket is created and I choose my service, a service dependant template is shown.

I already had a look at all the dtl stuff, but I still very unsure, where to start - especially, because I still did not find much documentation about the dtl syntax, etc.

Any ideas?

Cheers,
Joern

[JoernWR]

Hi again,

sorry for my last question, obviously I was not well prepared. In the meantime I found all you need about DTLs and all that stuff.
I now understood, the relationship between dtls and the modules.

Regarding my original problem I am now again at a point, where some help would be nice.

When creating a phone ticket (module AgentTicketPhone) and then selecting a service (or change an already selected service) causes a call to thesubaction AJAXUpdate, which then gets all the strings and so on and then calls the appropriate rendering methods in the dtl file. This works fine for all kind of ticket fields, but I dont succeed with the body. As far as I see, AJAXUpdate does not care about the body, but I would like (for testing to change the body, each time AJAXUpdate is called.

After the beginning of the subaction ..

elsif ( $Self->{Subaction} eq 'AJAXUpdate' ) {
my $Dest = $Self->{ParamObject}->GetParam( Param => 'Dest' ) || '';
my $CustomerUser = $Self->{ParamObject}->GetParam( Param => 'SelectedCustomerUser' );
my $QueueID = '';
if ( $Dest =~ /^(\d{1,100})\|\|.+?$/ ) {
$QueueID = $1;
}

... I added this:

$Param{Body} = $Param{Body}.'more,';
$Self->{LayoutObject}->Block(
Name => 'RichText',
Data => \%Param,
);

which I thought, would do the trick. The wiser ones of you already know, IT DOES NOT!
Whats the trick?

Cheers,
Joern