RE: [otrs] Customer Change Option without using Zoom
Hi Justin, One option is the method Laurent mentions. Another method would be to add your own custom field in sysconfig instead of changing how one of the defaults works. Another option is to add a custom field in sysconfig under Frontend::Agent::Ticket::MenuModulePre. The code must be added in Ticket.xml under the Kernel/Config/Files directory. The second method allows you to create the functionality you need without removing any of the existing functionality that you may want for future needs. If you have any questions on the code to add in Ticket.xml just send me a personal email. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca http://www.carms.ca ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci. ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent Minost Sent: August 7, 2007 10:45 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Customer Change Option without using Zoom Hi Justin, I think you should be able to customize/configure this through SysConfig Frontend::Agent::Ticket::MenuModulePre. It seems links appearing in QueueView for Tickets are defined there so maybe you will be able to add a new one like ##470 :) or even use an existing one such as Spam or Delete (unabled by default it seems). Best regards, Laurent Le mardi 07 août 2007 à 15:01 +0100, justinjohnson@f2s.com a écrit : Hi All, Is there a quick and easy way of having the customer option on queueview rather than having to to go zoom first? Thanks Justin _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
Hey Dan,
That's great - I've just made changes to our install to show customer and owner
in the queue view pages. Just saves a handy few seconds here and there! :)
Another un-related question, is, is there any way to assign tickets in bulk to a
agent rather as well as a queue? That would be a life saver too!
Thanks
Justin
Quoting Dan King
Hi Justin,
One option is the method Laurent mentions. Another method would be to add your own custom field in sysconfig instead of changing how one of the defaults works. Another option is to add a custom field in sysconfig under Frontend::Agent::Ticket::MenuModulePre. The code must be added in Ticket.xml under the Kernel/Config/Files directory.
The second method allows you to create the functionality you need without removing any of the existing functionality that you may want for future needs.
If you have any questions on the code to add in Ticket.xml just send me a personal email.
Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca http://www.carms.ca
------------------------------------------------------------------------------------
This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.
________________________________
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent Minost Sent: August 7, 2007 10:45 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Customer Change Option without using Zoom
Hi Justin,
I think you should be able to customize/configure this through SysConfig Frontend::Agent::Ticket::MenuModulePre. It seems links appearing in QueueView for Tickets are defined there so maybe you will be able to add a new one like ##470 :) or even use an existing one such as Spam or Delete (unabled by default it seems).
Best regards,
Laurent
Le mardi 07 août 2007 à 15:01 +0100, justinjohnson@f2s.com a écrit :
Hi All,
Is there a quick and easy way of having the customer option on queueview rather than having to to go zoom first?
Thanks
Justin
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
Hi Dan,
This did help me too. In case that anyone is interested. This is the code I had to add between the config items "Ticket::Frontend::PreMenuModule###300-Priority" and "Ticket::Frontend::PreMenuModule###420-Note" in the file Kernel/Config/Files/Ticket.xml:
<ConfigItem Name="Ticket::Frontend::PreMenuModule###400-Owner" Required="0" Valid="1">
<Description Lang="en">Module to show owner link in menu.</Description>
<Description Lang="de">Link zu den Besitzereinstellungen eines Tickets im Menü der Ticketansicht.</Description>
<Group>Ticket</Group>
<SubGroup>Frontend::Agent::Ticket::MenuModulePre</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::Output::HTML::TicketMenuGeneric</Item>
<Item Key="Name">Owner</Item>
<Item Key="Description">Change the ticket owner!</Item>
<Item Key="Action">AgentTicketOwner</Item>
<Item Key="Link">Action=AgentTicketOwner&TicketID=$QData{"TicketID"}</Item>
</Hash>
</Setting>
</ConfigItem>
Best regards,
Manuel
-----Ursprüngliche Nachricht-----
Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von justinjohnson@f2s.com
Gesendet: Dienstag, 7. August 2007 18:09
An: User questions and discussions about OTRS.org
Betreff: RE: [otrs] Customer Change Option without using Zoom
Hey Dan,
That's great - I've just made changes to our install to show customer and owner
in the queue view pages. Just saves a handy few seconds here and there! :)
Another un-related question, is, is there any way to assign tickets in bulk to a
agent rather as well as a queue? That would be a life saver too!
Thanks
Justin
Quoting Dan King
Hi Justin,
One option is the method Laurent mentions. Another method would be to add your own custom field in sysconfig instead of changing how one of the defaults works. Another option is to add a custom field in sysconfig under Frontend::Agent::Ticket::MenuModulePre. The code must be added in Ticket.xml under the Kernel/Config/Files directory.
The second method allows you to create the functionality you need without removing any of the existing functionality that you may want for future needs.
If you have any questions on the code to add in Ticket.xml just send me a personal email.
Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca http://www.carms.ca
------------------------------------------------------------------------------------
This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.
________________________________
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent Minost Sent: August 7, 2007 10:45 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Customer Change Option without using Zoom
Hi Justin,
I think you should be able to customize/configure this through SysConfig Frontend::Agent::Ticket::MenuModulePre. It seems links appearing in QueueView for Tickets are defined there so maybe you will be able to add a new one like ##470 :) or even use an existing one such as Spam or Delete (unabled by default it seems).
Best regards,
Laurent
Le mardi 07 août 2007 à 15:01 +0100, justinjohnson@f2s.com a écrit :
Hi All,
Is there a quick and easy way of having the customer option on queueview rather than having to to go zoom first?
Thanks
Justin
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
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participants (3)
-
Dan King -
justinjohnson＠f2s.com -
Manuel Ernst