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change owner without first "zoom" ing

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Alan McKay

12 Aug 2009 12 Aug '09

3:48 p.m.

Hey folks, While I work on that other problem - here is one that is annoying. When a new ticket comes into the queue, I click on it and before I get the "owner" option I have to first hit "zoom" I'd like to have the "owner" link right in that first screen, without having to zoom. Can I do that? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Michiel Beijen

12 Aug 12 Aug

7:08 p.m.

Hi Alan, This requires a little change in your custom configuration file. Add the following lines to Custom.pm : $Self->{'Ticket::Frontend::PreMenuModule'}->{'215-Owner'} = { 'Action' => 'AgentTicketOwner', 'Description' => 'Sets Ticket Owner', 'Link' => 'Action=AgentTicketOwner&TicketID=$QData{"TicketID"}', 'Module' => 'Kernel::Output::HTML::TicketMenuGeneric', 'Name' => 'Owner' }; You might need to click on Admin > SysConfig in the user interface afterwards, to rebuild the configuration files. Now you'll see an 'owner' link in the menu in the AgentTicketQueue - Medium and Large views. [image: http://dl.getdropbox.com/u/222532/OwnerInQueueView.png] Hope this helps! -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, Aug 12, 2009 at 17:48, Alan McKay wrote:

Hey folks,

While I work on that other problem - here is one that is annoying.

When a new ticket comes into the queue, I click on it and before I get the "owner" option I have to first hit "zoom"

I'd like to have the "owner" link right in that first screen, without having to zoom.

Can I do that?

thanks, -Alan

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- 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

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Alan McKay

7:25 p.m.

There was no "Custom.pm" but there was Kernel/System/Ticket/Custom.pm.example So I copied it to Kernel/System/Ticket/Custom.pm Was not sure where to add it though. I basically commented out everything below the $VERSION line except the 1; at the end. and stuck it in there. Didn't work :(

You might need to click on Admin > SysConfig in the user interface afterwards, to rebuild the configuration files.

Anywhere? Or is there a "rebuild" button in there somewhere? Off to check the manual for Custom.pm ... -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Michiel Beijen

7:49 p.m.

I'm sorry - I mixed it up a little - I meant *otrs/Kernel/Config.pm* which holds your CUSTOM configurations... -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, Aug 12, 2009 at 21:25, Alan McKay wrote:

There was no "Custom.pm" but there was Kernel/System/Ticket/Custom.pm.example So I copied it to Kernel/System/Ticket/Custom.pm Was not sure where to add it though. I basically commented out everything below the $VERSION line except the 1; at the end. and stuck it in there.

Didn't work :(

...
You might need to click on Admin > SysConfig in the user interface afterwards, to rebuild the configuration files.

Anywhere? Or is there a "rebuild" button in there somewhere?

Off to check the manual for Custom.pm ...

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- 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

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Alan McKay

7:56 p.m.

On Wed, Aug 12, 2009 at 3:49 PM, Michiel Beijen wrote:

I'm sorry - I mixed it up a little - I meant otrs/Kernel/Config.pm which holds your CUSTOM configurations...

Does that work for 2.4.2? It crashed my system when I put it into there. I.e. I just got "Internal Server Error" from the web server until I took it back out. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Alan McKay

7:57 p.m.

Never mind - got it going. Thanks! On Wed, Aug 12, 2009 at 3:56 PM, Alan McKay wrote:

On Wed, Aug 12, 2009 at 3:49 PM, Michiel Beijen wrote:

...
I'm sorry - I mixed it up a little - I meant otrs/Kernel/Config.pm which holds your CUSTOM configurations...

Does that work for 2.4.2?

It crashed my system when I put it into there. I.e. I just got "Internal Server Error" from the web server until I took it back out.

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Alan McKay
Michiel Beijen