change/sort the order of fields being displayed in new phone/email ticket

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sids1
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change/sort the order of fields being displayed in new phone/email ticket

Post by sids1 »

Hello All,

I would like to know how to change the order of fields which are displayed when creating a new email/phone ticket.
The setting by default now is that any new dynamic fields go to the bottom of the screen. How can I change that order and sort is as per my wish?

I found no sort options in the Frontend::Agent::Ticket::ViewNewEmail. I read a little bit online and found I have to hardcode but it seems like they are for the older versions. Is there an update for the newer versions?

Thanks,
SS.
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root
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Re: change/sort the order of fields being displayed in new phone/email ticket

Post by root »

Only with code/template customization or purchasing a commercial add-on.
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sids1
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Re: change/sort the order of fields being displayed in new phone/email ticket

Post by sids1 »

Thank you root.

Can you give me a link as to how I can start working on this? Coding that is.
Maybe an example or something to get me started. I am a newbie. Although I do not know Perl, I will get familiarized with it soon enough.

Thanks in advance.
sids1
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Re: change/sort the order of fields being displayed in new phone/email ticket

Post by sids1 »

Hi Root,

Update: I read about it a little and came to know that I have to edit the templates.

Are they stored in .dtl file format? I cant find any files with .dtl, I see a AgentTicketEmail.tt in opt/otrs/Kernel/Output/HTML/Templates/Standard. Is that the one?

If not, could you please guide me as to where I would be finding the file to edit the template?

Thanks in advance.
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Re: change/sort the order of fields being displayed in new phone/email ticket

Post by root »

.tt files are the template files for OTRS 5, .dtl is outdated. AgentTicketEmail.tt and AgentTicketPhonel.tt should be the right files (I did not checked it)
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sids1
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Re: change/sort the order of fields being displayed in new phone/email ticket

Post by sids1 »

Thanks for clarifying root.

However i see that the .tt files do not have the HTML code embedded in them. Is there any place where the HTML code is stored?
i.e. the code you get when you "view page source" on the browser. I see that they are HTML, JavaScript and CSS.

If I find the HTML code, then it would be easier for me to change the format no?

Sorry if I sound like a noob, I am new to OTRS and Linux.

Thanks,
SS.
root
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Re: change/sort the order of fields being displayed in new phone/email ticket

Post by root »

Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

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sids1
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Re: change/sort the order of fields being displayed in new phone/email ticket

Post by sids1 »

Well yes but it looks very different from the usual HTML which I am a little familiar with.

For example if you go to Tickets --> New Phone Ticket and see the page source of that and compare it with the AgentTicketEmail.tt, it is different.

I am unable to comprehend how this .tt is setup (maybe because of my limited knowledge in HTML)

For example, In my template, the first field is "Type:"
When i search for "Type:" (with the colon), I find it in the page source of the browser but not in the .tt file.

Thoughts?

But maybe I'll bang my head.
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Re: change/sort the order of fields being displayed in new phone/email ticket

Post by root »

sids1 wrote: Thoughts?
I really recommend reading the developer manual or try booking professional services
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sids1
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Re: change/sort the order of fields being displayed in new phone/email ticket

Post by sids1 »

Well,

Thanks root. I was able to change/sort the fields by moving the module around. You gain perspective once you start looking at the code. :)
But I was also looking if I could set default value for the ticket's service but am unable to figure out the server side validation part.

For anyone wondering, moving modules around in AgentTicketemail.tt does solve this purpose.

Thank you root. One thing though, would you know how to setup a default value for the Ticket's service (the last field in my attachment)? Is there an option is Sysconfig or can i do this using ACLs? What should my direction be?

Thanks,
SS.
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Sayannara
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Re: change/sort the order of fields being displayed in new phone/email ticket

Post by Sayannara »

Hello

I do use commercial Business features, I have "Dynamic Ticket Template" feature enabled and I'm wondering how I can order the dynamic fields?

I cannot find a way in the official doc.

Thank you
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Re: change/sort the order of fields being displayed in new phone/email ticket

Post by jojo »

Open a ticket at the OTRS Group support
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Sayannara
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Re: change/sort the order of fields being displayed in new phone/email ticket

Post by Sayannara »

Thank you

I don't have unlimited ticket and as order fields seems to be basic, I would have expected to find a solution here.
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