[SOLVED] Template field dissapears from New Ticket

[rafaqf]

Hi all!

I'm customizing the New Email Ticket page by using a custom Theme.

I'm trying to show different fields when a ticket type is selected, and that's working fine. But, I've got a strange problem. In the New Email Ticket, the first field "Ticket-Template selection" and the "Customer Information" dissapear!!

Why can that happen? I've copied the AgentTicketEmail.dtl from /Kernel/Output/HTML/Standard into my folder at /Kernel/Output/HTML/MyFolder and modified it to hide some fields and show new ones. Why are Template and Customer information dissapeared and all fields moved to the right? The code is the same! But looking at the page code on the browser, is not the same!!

Some help with this issue will be really apreciated.

Thank you very much,

Rafa

[rafaqf]

Ok, the problem was the KIX4OTRS.

I just had to create my folder for my theme under the normal one so we can find our Theme in the Admin options --> /opt/otrs/Kernel/Output/HTML/MyFolder, create another one with the same name in the KIX folder --> /opt/otrs/KIX4OTRSITSMIncidentProblem/Kernel/Output/HTML/MyFolder, create inside this one the files to override the OTRS files (in my case the AgentTicketEmail.dtl and AgentTicketPhone.dtl), create the Theme in OTRS by SysConfig with the same name that the created folders, change the Theme of the required Agent/Customers, and it works!!

Now the Ticket Email and Phone pages are showed as usual but with my customized fields and behaviours. Wunderbar!