[SOLVED] Change order of Fields in Note

[mpmnu]

Hello,

I am trying to change the order of Fields inside a new Note for the Agent. The idea is that the agent needs to see the TimeUnits field directly above the Dynamic fields. I tried to change the /Kernel/Output/HTML/Standard/AgentTicketNote.dtl, but it only redirects to AgentTicketActionCommon.dtl so I changed that (moved Timeunits above Dynamicfields there). That didnt change anything. Any ideas?

Regards

[crythias]

Are you're looking at a different theme?

[mpmnu]

I am certain that I am looking at the AgentTicketActionCommon.dtl. On another note though, i tried removing the AgentTicketActionCommon.dtl and was still able to create new notes, so I most possibly misinterpreted "$Include{"AgentTicketActionCommon"}". Where exactly do I need to search for the included File?

Regards

[crythias]

I am certain that I am looking at the AgentTicketActionCommon.dtl

1) Cacheing
2) themes.

[mpmnu]

I do not quite get what you want to tell me (I think). Do you mean that this particular theme is normally cached and thus if i want to see any changes i need to clear the cache?

[crythias]

if you are able to add notes after you've removed AgentTicketActionCommon.dtl, it's (likely) because either: 1) Cached (bin/otrs.DeleteCache) or 2) referenced in another theme Output/HTML/AnotherTheme or ... worse ... you're looking at a test/dev/unused install of OTRS that has nothing to do with live/production.

[mpmnu]

Thank you for your continuous help. I managed to change my template AgentTicketNote by Copying the content of the AgentTicketActionCommon into the AgentTicketNote and then changing the order there. Its not the best way to do it, but it works. Unfortunately now i have another Problem:

AgentTicketPhoneInbound.dtl and AgentTicketPhoneOutbond.dtl are both missing. As far as i can tell, they are not needed because AgentTicketPhoneCommon.dtl is used instead. But again, deleting AgentTicketPhoneCommon.dtl has no impact on the Phone Ticket.

The only thing i can think of right now is that one of the installed Software packages also has a AgentTicketPhoneCommon somewhere deep down the directory tree and this file is used instead of /otrs/Kernel/Output/HTML/Standard/AgentTicketPhoneCommon.dtl. Is that possible? KIX4OTRS for example has /opt/otrs/KIX4OTRS/Kernel/Output/HTML/Standard/AgentTicketPhoneCommon.dtl.

[crythias]

Yes, it's possible, and it's also why I say what I say in my signature. It really helps us forum answerers to know these things because, if not, we must assume that you're using stock OTRS.

Anything that stays alive after removing from Core has to exist somewhere else, a theme, cache, otrs/Custom, and now, apparently, otrs/Kix4OTRS ...

[mpmnu]

I am really sorry to cause so much trouble, but i was finally able to find the required .dtl files inside the KIX4OTRS module. Again, thank you for your continuous support. Next time, I will start my sentence with "I am using modules XYZ and I want to ..."