Re: [otrs] Add grid columns to CustomerTicketOverview, AgentTicketZoom, etc.

26 Jun 2013

      Aha. OK, thanks. Good point with using JavaScript.

So then please confirm the following answers to my original 2 questions:

Q 1: Is there an easier way to customize those grids?
    A 1: NO. For my specific requirement, I need to customize the .DTL /
.PM files (I read something about being able to override those shipped with
OTRS instead of actually modifying them directly)

Q 2: Did anything change in v3.2 to ease these customizations? (A post
from@Mike_B on the forum thread gave me some hope in this direction)
    A 2: Only change is dynamic fields can now be configured to be shown in
that grid (However, other Ticket fields (e.g. Queue) can't be shown simply
from configurations)

On Wed, Jun 26, 2013 at 4:21 PM, Gerald Young  wrote:
...
oh. No. The time elapsed is usually the total age of the ticket from
inception. Of course, you could just show the actual date of last change
and then use javascript to provide the difference between then and now.
On Wed, Jun 26, 2013 at 9:17 AM, Bogdan Iosif wrote:
...
I'm sorry, I don't get it.
I'll re-summary the need: In customer interface
(Frontend::Customer::TicketOverview, i.e. the main grid that shows after
customer login), show a new column, after Age, that displays the time
elapsed between the moment the grid is shown and the moment the ticket was
last changed.
Can this problem be saved with dynamic fields? How?! :)
On Wed, Jun 26, 2013 at 3:54 PM, Gerald Young  wrote:
...
:) There's a way to do this.
...
I'll need to compute the value on my new column as the difference
between the moment when the page is shown and the moment when the ticket
was last changed.
Create a dynamic date field and make it mandatory. Clicking a checkbox
should make it "work" (we can make it read only via javascript in the code
later, or just hide the value entries...
Then your column is create_time minus this dynamic date field.
I've suggested this (or something like it) also for an alternative to
CAPTCHA. The idea there being that the difference in time between the
display of a registration form and the submission of the displayed form
should be > about 5 seconds, which would, in theory, mean a human is
filling in the blanks instead of a script.
On Wed, Jun 26, 2013 at 8:39 AM, Bogdan Iosif wrote:
...
...
that would keep your system more standard
I'm 100% for this goal but unfortunately I won't be able to use your
suggestion with Event Modules because it turned out I'll need to compute
the value on my new column as the difference between the moment when the
page is shown and the moment when the ticket was last changed.
Event modules won't save me in this case. Right?
On Wed, Jun 26, 2013 at 3:31 PM, Michiel Beijen <
michiel.beijen@gmail.com> wrote:
...
It could be new for 3.2... I'm not sure actually.
And yes, if you don't want to use another dynamic field you should
make other modifications. But I'd recommend using dynamic fields,
because that would keep your system more standard.
--
Mike
On Tue, Jun 25, 2013 at 9:11 AM, Bogdan Iosif 
wrote:
...
I found Ticket -> Frontend::Customer::TicketOverview on my QA env
(v3.2.3).
Thanks! (It doesn't exist in my prod env (v3.1.10) so maybe this is
new for
v3.2?)
Assuming I want to avoid adding yet another dynamic field (I already
have
plenty) the only remaining option is to perform modifications
similar to
those in my initial links?
On Tue, Jun 25, 2013 at 4:00 PM, Michiel Beijen <
michiel.beijen@gmail.com>
wrote:
>
> It's here:
>
>
>
http://doc.otrs.org/3.2/en/html/Ticket.html#Ticket:Frontend::Customer::Ticke...
>
> So you can define in SysConfig which fields you want to have
displayed.
> If you want to 'minimize changes' what you probably can do best is
> create an OTRS Ticket Event Module that updates a new dynamic field
> you create, whenever the ' last changed by agent' timestamp needs to
> be updated. In that case all you'll add to OTRS is one event module
--
> ref:
>
http://doc.otrs.org/developer/3.1/en/html/otrs-module-layers.html#ticketeven...
>
> --
> Mike
>
>
> On Tue, Jun 25, 2013 at 2:52 PM, Bogdan Iosif <
bogdan.iosif@gmail.com>
> wrote:
> > This is interesting if it can be done via configurations. Can you
please
> > give me some link to where it's documented, I wasn't able to find
a View
> > in
> > SysConfig that corresponds to CustomerTicketOverview.
> >
> > In my case, I think I won't be able to use a field already
implemented
> > by
> > the Ticket because I need to show the time elapsed since the last
agent
> > update (for us, it's more relevant than the current "Age"
column). At
> > the db
> > level I know how to compute this value but I'm trying to minimize
> > changes at
> > the app server level.
> >
> >
> >
> > On Tue, Jun 25, 2013 at 3:42 PM, Michiel Beijen
> > 
> > wrote:
> >>
> >> Hi,
> >>
> >> In OTRS 3.1 and up, you can specify additional dynamic fields
(which
> >> are implemented as 'free text fields' in OTRS 3.0) in this
overview.
> >>
> >> Which fields did you want to add?
> >>
> >> On Tue, Jun 25, 2013 at 2:39 PM, Bogdan Iosif <
bogdan.iosif@gmail.com>
> >> wrote:
> >> > Hi,
> >> >
> >> > I run OTRS 3.1.10 and would like to add a column to
> >> > CustomerTicketOverview.
> >> >
> >> > I looked at SysConfig but wasn't able to find any support to
> >> > customize
> >> > anything in CustomerTicketOverview.
> >> >
> >> > Web search yielded the following relevant hits:
> >> > * http://lists.otrs.org/pipermail/otrs/2012-August/038407.html#
> >> > customizing
> >> > grid from CustomerTicketOverview
> >> > * http://forums.otterhub.org/viewtopic.php?f=60&t=5156 #
customizing
> >> > grids
> >> > from agent dashboard and AgentTicketZoom
> >> >
> >> > Both solutions involve modifications to .DTL and, possibly, .PM
> >> > files.
> >> > Thus,
> >> > they need to be maintained across OTRS version upgrades and
require
> >> > dev-level involvement.
> >> >
> >> > QUESTION 1: Is there an easier way to customize those grids?
> >> >
> >> > QUESTION 2: Did anything change in v3.2 to ease these
customizations?
> >> > (A
> >> > post from@Mike_B on the forum thread gave me some hope in this
> >> > direction)
> >> >
> >> > Thanks,
> >> > /bogdan
> >> >
> >> >
> >> >

...
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> >>

...
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> >
> >
> >
> >

...
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...
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