Customer Panel - Installation and Administrator's Guide

Installation

The following instructions explain how to install the package using one of the provided methods.

Please make sure that the Intalio Router package is already installed in your system before proceeding further!

Remember to set the correct FQDN and HttpType in your SysConfig before you install this module!

1. Admin Interface

Log in to your system as user with admin privileges and go to menu Admin ⇨ Package Manager. Select module file (with .opm extension) in the "Actions" panel and click "Install Package" button.

2. Command line

Log in to the server (via SSH, putty etc.) as "otrs" user and use the following command:

/opt/otrs/bin/otrs.Console.pl Admin::Package::Install /path/to/package/Customer-Panel-1.0.0.opm

Administration

Administration

Application path

The Customer Panel is closely linked to the Intalio Router Package, which is responsible for routing many of the Intalio's applications that are based on OTRS. 

Base path for the application is always /opt/otrs/var/httpd/htdocs/

You can set a path to the application using the IntalioApplication::CustomerPanel. This way you specify the location of your application frontend files - /opt/otrs/var/httpd/htdocs/customer-panel

Example configuration:

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The application will be available at <DOMAIN>/otrs/route.pl/customer-panel in this case and this is the default configuration. 

Administration

System Configuration

In the system configuration you will find plenty of fields that will allow you to customise your customer panel. 

To see all configuration options:

  1. Click on the Admin tab and pick System configuration
  2. Find Intalio Customer Panel in the Navigation bar
  3. From the dropdown menu choose CustomerFrontend

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AvailableLanguages

List of available languages
Currently supported languages:

CustomerOTRSFrontendModule::AvailableModules

Set modules availability (visibility).
Setting the value 1 for the module will allow you to go to its view and see it on the menu. 

Read more about modules here

CustomerOTRSFrontendModule::DefaultOverviewColumns

List of parameters that are available to choose as columns on the tickets list in the widget configuration. 

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Read more about widgets here

CustomerOTRSFrontendModule::Permissons

Defines user groups that are allowed to see the given module. 

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CustomerOTRSFrontendModule::ScreenAfterLogin

Defines the address that will be used to redirect after successful login

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CustomerOTRSFrontendModule::Styles

Defines the styles and images that are used to personalise the panel

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Read more about customising the panel here

CustomerOTRSFrontendModule::TicketPreviewTitleTemplate

Defines a ticket title template

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This field uses the OTRS templating mechanism. Read more about it in OTRS documentation.

CustomerOTRSFrontendModule::TicketViewFieldOrder

Defines the priority (order) of properties on the ticket view's information column. 

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EscalationSuspendedStates

If a SLA suspension module is used which uses ticket states for controlling the time counter, we can specify the suspend states here. image-1591283090361.png

LoginPanel

This configuration let you customise your login panel.

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You can customise the following items

OTRSFrontendModule

Configurations starting with OTRSFrontendModule:: is the configuration for specific module such as CustomerDashboard, CustomerForm etc. They all have the similar configuration options to set and some of them have also a widgets section or mode. 

More information about Modules documentation can be found here

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TicketListMaxRows

Defines the maximum number of rows on the tickets list. 

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Administration

Modules

Modules are the main abstract elements of the customer panel. 

If you're looking for the information about adding new custom modules to the Intalio Customer Panel check out this link

Module types

There are two types of modules: