[dev] modifying the customer view

25 Aug 2005

      Hi folks,

I have another small question regarding the customer view. Using version
1.3.2 we would like to integrate the customer layout in existing
intranet pages. To customize the frontend we have used the following
assignment of the agent backend queues:

# CustomerPanelOwnSelection
# (If this is in use, "just this selection is valid" for the
CustomMessage.)
$Self->{CustomerPanelOwnSelection} = {

# Queue => display name for customer view
'queue1' => 'description of queue1',
'queue2' => 'description of queue2',

# QueueID => Frontend-Name (or optional with QueueID)
#        '1' => 'First Queue!',
#        '2' => 'Second Queue!',
};

In the agent frontend we have defined the following queue structure with
one group per queue (queue 1 is attributed to group1).

queue 1
  subqueue1

queue 2
  subqueue2

Furthermore we have used freetext field 1 and 2 to improve the quality
of the problem reports. Now our problem is that subqueues are not
displayed in the customer frontend. The freetext fiels are correctly
displayed thanks to the following entries in Config.pm:

$Self->{"TicketFreeKey1"} = {
           'problem' => 'problem',
	};

$Self->{"TicketFreeKey2"} = {
           'activity' => 'activity',
	};

$Self->{"TicketFreeText1"} = {
           '-' => '-',
           'workstation' => 'workstation',
           'notebook' => 'Notebook',
           'server' => 'server',
	};

$Self->{"TicketFreeText2"} = {
           '-' => '-',
           'screen' => 'screen',
           'keyboard' => 'keyboard',
           'mouse' => 'mouse',
        };

How do we display subqueues in customer view?

Best regards

Stéphane Martin

[dev] modifying the customer view

Stephane Martin