Changing order of fields on Phone Ticket form

[Gunz]

Hi, I'm running the Windows version: 2.4.7.

I want to change the display order of the fields on the Phone Ticket form: for example I want to move the "CustomerID" field up under the "From" field. Basically I want to make the form easier to fill out for our Customer Service Reps when they take a call.

I've got all the fields I need... I just want to move them around on the form.

I believe the DTL involved here is AgentTicketPhone.dtl

I've looked at Theme's and creating new themes but to be honest the documentation I've seen does not readily make any sense to me.

The Theme documentation talks about modifying the DTL file (which I can do) and then inserting it into the SQL Database. Here I have no clue... I don't even know how to get into the database (again I am running Windows) and if I did, I wouldn't know the syntax to use to do this insertion.

The bit in the documentation about Themes had some SQL syntax however it made no sense to me at all...

Is there an easy way to achieve what I need to do?

I am pretty stumped at this point. Any help would be appreciated! Please assume I know little to commence with... Wayne

[crythias]

http://doc.otrs.org/2.4/en/html/c2079.html

1. Create a directory for your new theme
   mkdir c:\otrs\Kernel\Output\HTML\yourThemeName
2. Customize the files
   Copy only the files you want to change (AgentTicketPhone.dtl) to the new directory/folder
3. Add the theme name to the database
   Get your login, password, and otrs database name from otrs\Kernel\Config.pm
   from the command line:
   mysql -u login -p otrsdatabasename
   at the mysql> prompt put this entire line

   Code: Select all

   INSERT INTO theme (theme, valid_id, create_time, create_by, change_time, change_by)  VALUES  ('yourThemeName', 1, current_timestamp, 1, current_timestamp, 1);
   

   type exit to exit mysql prompt

Once that is accomplished, the theme is available from the preferences drop down list per user. If it's not selected, changes won't happen.
-=-=-=-=-=-=-
To change the order of displayed items, simply change the order of the entries in the .dtl file.

Code: Select all

                    <tr>
                        <td class="contentkey">$Text{"CustomerID"}:</td>
                        <td class="contentvalue"> <input type="text" name="CustomerID" value="$QData{"CustomerID"}" size="25"/></td>
                    </tr>

[Gunz]

This has been very helpful. I think I've got it now... Thanks for all your assistance!

[srivatsatatti]

I tried to modify the phone ticket, but in My database there is no table named theme.
do i need to create a new table?

[jojo]

in 3.0 no table for themes is needed. Did you read the admin book?

[srivatsatatti]

i didn't notice it.. Thanks for reply

[eterjack]

This work with dynamicfield ?

[crythias]

This work with dynamicfield ?

This is an old thread. Yes, you can statically position DynamicFields if they're enabled in SysConfig.
Or you can use the DynamicField's index numbers for positioning.

[eterjack]

Thx, for replay.

Index order work only for dynamic ? I want position my dynamic field, before selection service.

Thx

[crythias]

Yes. look for comments in the appropriate .dtl file.