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

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 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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