Customer interface Modification

[jamlydm]

By default when you create a ticket in the customer interface in Otrs:ITSM you see this field:

Type: What is the Ticket Type? Is clasify if the ticket is an: Incident, Problem, Request Services...or other. How a user can know what is an incident or what is a problem? The definition said almost everything is incident and Problems are incidents repetition and problems are focous in diferents areas.You can not give to the customer the hability to define what is a problem and what not. I think this field should be defined by Agents or maybe automatic.

Queue: My otrs system is in spanish, When you work in English is normal that queue name is short but in spanish is better or its prefert a good description. My customer likes good descriptions. So it would be better to list the Queue comment but when the user select the value, the field takes the numer and name as actually do.

Services: Its OK
SLA: Its OK
Body: Needs an automatic suggestion that needs to be link to the queue, services and SLA. As the automatic responses in the queue but in this case is suggestion.

I know all this is posible to be created by modifying but it would be better to have it by default.
I dont know anything about programing but i'm reading and will modify this, at list in the customer.pl. What i do i will publish in this Theme. So please if you know some information to help me, share with me your knowledge.

[jamlydm]

First:

If you will modify code, you need a good aplication to do it. Thats Why i downloaded the ActivePerl http://www.activestate.com/activeperl/downloads
I also downloaded EasyEclipse for perl http://www.easyeclipse.org/site/distributions/lamp.html and a plugin Epic for perl http://www.easyeclipse.org/site/plugins/epic.html

I read this in: http://www.ibm.com/developerworks/opens ... s-perlecl/

I also read http://forums.otrs.org/viewtopic.php?f=64&t=8614

But in easyEclipse the files .dtl doesnt open very well. I would like to open my files i a program who tells me if i have an error. What is the best to do it?

[crythias]

eh... notepad, notepad++, vim are probably good enough to edit.

Can you please rewrite your questions in the form of questions? Simplify, omit needless words, ask your questions .

[jamlydm]

crythias

Firts i want to thank your help. You have been helping me a lot with all the comments and answer you do in the forum. Right now i installed notepad++ and its great. My dtl files i marked as lenguaje-> H ->html and it works very well to edit.

[jamlydm]

How can i make wider my labels in Customer Interface? I want my labels in a single line.

[Koki75]

Hi jamlydm,

I don't know, if you still need help with this, 2 years later, maybe an other one .

I tell about my Installation: Help Desk 3.2.4 and ITSM 3.2.3
Other versions surely need a similar solution.

If you want to change some field-stuff in the New Ticket Dialog of the CustomerInterface, you have to edit this in the
Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl

or better in your own theme, copy it to
Kernel/Output/HTML/own_theme_name/CustomerTicketMessage.dtl
and edit it there.

About your last question:
If you want to increase the wide of your labels there, you should edit any of these tags:

Code: Select all

<span class="Marker">

to:

Code: Select all

<span class="Marker" style="width:200px;">

and play with the number after width: I think (not testet). Declarations in other sizes than px are possible, for instance %.

Or you find the right css file and change there the width of the class Marker.

Greetings.