Using Custom/Kernel

[tnieman]

I thought that if you created copies of files in the Kernel folder structure in the Custom/Kernel structure, that OTRS would use them.

I copied otrs/Kernel/Output/HTML/Standard/AgentTicketActionCommon,dtl, AgentTicketEmail.dtl, and AgentTicketPhone.dtl to otrs/Custom/Kernel/Output/HTML/Standard/AgentTicketActionCommon,dtl, AgentTicketEmail.dtl, and AgentTicketPhone.dtl

The changes I made were to make Service and SLA mandatory.

The files in Custom... are not being used.

If the changed files are in otrs/Kernel/Output/HTML/Standard, it works, but I get errors from ITSM that the files are not correct.

Also the act as mandatory, but are not marked as mandatory.

Any ideas how to properly set mandatory on Service and SLA without causing ITSM issues? Also is my statement about using otrs/Custom/Kernel/Output/HTML/Standard for changes correct?


Tom

[reneeb]

Templates have to be in Kernel/Output/HTML/.... OTRS cannot load templates from Custom/... . That's a bug in "older" OTRS versions (it's fixed in the OTRS 3.2.x branch)

[yuri0001]

.dtl files you must place into Kernel/Output/HTML/SomCustomThemeName folder & set the name of this folder as Theme name in Sysconfig or agent Preferencies. With Preferencies you can off your changes individually for agents if need.

[tnieman]

Thanks! We do have a custom skin we created we can link it to that.