Administration

• Application path
• System Configuration
• Modules
• Widgets
• Customising styles

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:

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

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
   

   

AvailableLanguages

List of available languages
Currently supported languages:

• English (United States)
• Polish

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. 

Read more about widgets here

CustomerOTRSFrontendModule::Permissons

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

CustomerOTRSFrontendModule::ScreenAfterLogin

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

CustomerOTRSFrontendModule::Styles

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

Read more about customising the panel here

CustomerOTRSFrontendModule::TicketPreviewTitleTemplate

Defines a ticket title template

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. 

EscalationSuspendedStates

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

LoginPanel

This configuration let you customise your login panel.

You can customise the following items

• IForgotMyPasswordEnabled - enable password remainder option
• LogoEnabled - shows logo in the login panel title bar
• LogoHref - Redirect after clicking the logo
• LogoName - text on the tooltip (hover on the logo to see it)
• LogoSize - size of the image
• LogoUrl - image source file path

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

TicketListMaxRows

Defines the maximum number of rows on the tickets list. 

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:

• Module
  This type of module displays its content (widgets) in the main customer panel section
  

  

  This are all examples of modules with type module 
  
  
• Redirect
  Redirects are simply links in the Customer Panel's menu
• Hidden
  Module is available but is not visible in the menu. It's only available by typing its address in the browser

Each module, regardless of type can be located in the menu. 

Modules configuration

Each module consists of three OTRS configuration options

1. Modules specific configuration
   

   

2. Module availability (set to 1 to make it available)
   

   

3. Correct module permission - users that are in specified OTRS's group will see given module in the menu and will be able to open the module view
   

   

Module customisation

Menu icon

To customise menu icon of the given module find the module configuration in System Config. 

 

Read more about Customer Panel configuration here

To change default icon go to the icons library and pick the icon that you want to set.

Find the module configuration in System Configuration. 

Paste the new icon name in the icon option. 

Modules menu order

The higher the priority the higher the module is on the menu. 

Module name

You can change the module name in the menu by changing the text setting in the module configuration. 

Setting the module type (module/redirect)

You can change the behaviour of the menu option by setting it's type. 
You can choose between views and redirects. 

Module

If you set the module type to module, selecting the module in the menu will result in displaying its content directly in the customer panel.

User Settings is the example of this behaviour. 

Redirect

Redirect is simply a link in the menu of the customer panel. It can be used to redirect users to another systems. 

Redirects can be opened in new tab or new window. 
Use mode setting to set proper browser behaviour. 
Available options:
- newWindow
- tab

 

Widgets

Introduction

Widgets are the basic elements of the customer panel that users interacts with. 

Widgets can be simple...

... or complex. 

Widgets are part of the modules. 

Saving the widgets configuration

Widgets can be added to the customer's Dashboard. 
Dashboard is customisable by the user. Customers can add and remove widgets or arrange their order. 

This configuration is saved in the customer specific configuration. When the user logs in to the Customer Panel again he will see the same widgets configuration not only in the Dashboard module but also in the widgets in other modules (for example, filters set in the Tickets widget). 

Different display style

Widgets can be displayed differently in the module and in the customer's dashboard. 

Module

Dashboard

Developing new widgets

Developers have the ability to create new widgets without Intalio's assistance. 
Widgets consists of a single JavaScript file. If you know the basics of the Vue Framework you're good to go. 

Read more about developing new functionalities in the Intalio Customer Panel here

Customising styles

The appearance of Intalio Customer Panel can be fully customised. 

List of customisable elements

1. Favicon (browser card icon)
2. Page Title
3. Menu Logo
4. Menu title
5. Active elements color (accent color)
6. Shades color
7. Widgets color
8. Menu background
9. Login page logo

Progressive Web Apps

Customer panel is made to work as Progressive Web App. PWA is a technology that seamlessly transforms a web application into mobile application. Users can install Intalio Customer Panel on their mobile devices and computers. 

1. PWA app color accents
2. PWA app title
3. PWA icon and title on the apps list (desktop)
4. PWA icon and title on the main screen (mobile)