[otrs] R: R: OTRS 2.4.7 - Agent Tickets Search Result Close time

4 May 2010

      Thank you Florian!!!!!!

Now it works!!!!!

bye

Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di
Florian Houel
Inviato: lunedì 3 maggio 2010 13.53
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close time

The template AgentTicketOverviewSmall.dtl is used by TicketOverviewSmall.pm
(OTRS\Kernel\Output\HTML)

This .pm program gets a lot of data in an array and then calls the .dtl
template with this data array. 

Youll find a my %Article =
$Self->{TicketObject}->ArticleLastCustomerArticle( TicketID => $TicketID );
(line 112 from the .pm) that gets a lot of data from the article. Then, this
array is used while the .dtl template is invoqued
$Self->{LayoutObject}->Block( Name => 'Record', Data => { %Article,
%UserInfo } ); and its content is available in the .dtl file.

If you have a look into the ArticleLastCustomerArticle and into ArticleGet
(that you find in Ticket.pm), you find the list of available article
attributes: TicketID, Title, QueueID, Queue, StateID, LockID, PriorityID,
Priority, Age, CreateTimeUnix, Created, Changed, etc.

Now, just try changing this .dtl line :

                            $Data{"StartFont"}$QData{"Age"}$Data{"StopFont"}

to this :

$Data{"StartFont"}$QData{"Created"}$Data{"StopFont"}

Hope that makes sense and helps

Florian.

De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de
Alessandro d'Ambrosio
Envoyé : lundi 3 mai 2010 11:30
À : 'User questions and discussions about OTRS.'
Objet : [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close time

Thank you Mike,

I found the .dtl page but I dont know  how perl interprets the name of db
fields. In the Database I see a table named ticket with  many informations
about them. There are cretae_time and change_time in this table but I
dont know how to show them in the web interface.

Thanks 

Alessandro

Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di James,
Michael
Inviato: venerdì 23 aprile 2010 13.17
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time

Hi Alessandro,

I think the search results page is displayed using
AgentTicketOverviewSmall.dtl (i think that is one of three view modes).

You could edit this file to have your fields displayed.

Under the block:  Youll find the
column headers.

Under the block:  Youll find the data
configuration for the columns.

You could replace Age with create time to solve one of your problems, and
rename the column.

If you added a column, you would obviously have to extend the column span
under <!-- dtl:block:Record -->

Maybe someone who has already added a column to this view could shed some
light on the exact procudure for that.

Thanks

Mike

  _____  

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von
Alessandro d'Ambrosio
Gesendet: Freitag, 23. April 2010 11:45
An: 'User questions and discussions about OTRS.'
Betreff: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time

Hi,

I have this question:

I would like to perform a custom research in my otrs (ver.2.4.7) when I log
in as an agent.

In the Agent Ticket Search Result page Id rather see these fields:

Ticket    Create Time      Close Time         From     State     Ticket
Agent   Customer ID

Than:

Tcket     Age(!!!) From   State     Ticket    Agent   Customer ID

In versione 2.3.4 Ive got the AgentTicketSearchResultShort.dtl file (in
Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard) and I edited this
without success :-( . In 2.4.7 version I havent found any .dtl file to
edit.

Anyone can help me?

Thanks,

Alessandro