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:
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:
- Click on the Admin tab and pick System configuration
- Find Intalio Customer Panel in the Navigation bar
- 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 typemodule
- 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
- Modules specific configuration
- Module availability (set to
1
to make it available)
- 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
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
- Favicon (browser card icon)
- Page Title
- Menu Logo
- Menu title
- Active elements color (accent color)
- Shades color
- Widgets color
- Menu background
- 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.
- PWA app color accents
- PWA app title
- PWA icon and title on the apps list (desktop)
- PWA icon and title on the main screen (mobile)