Hello, That would be /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl On 18 January 2012 15:34, Parag Bhalerao wrote:

Hello,****

** **

I want to customize the TicketZoom view and add one more URL to it.****

** **

Default view looks like this.****

** **

****

** **

I want to make it look like****

****

** **

Can someone tell me which file/code I need to edit to add a custom field like this?****

** **

GoodWills****

****

*Parag Bhalerao*****

* *****

Work 215-494-2709****

Cell 267-210-5949****

Email parag.bhalerao@cybertech.com****

--------------------------------------------------------------------- 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

Thank you. I was able to edit AgentTicketZoom.dtl file to add a new item, but I was not able to specify any URL in front. What I am trying to do is add a Chat option with the URL xmpp://<customerID>@chatdomain. It should pick customerID automatically and should append the chat domain string to it. Nils, I tried TicketFreeText fields, but the URL I added is not visible anywhere in the ticket zoom view. GoodWills   Parag Bhalerao   Work     215-494-2709 Cell        267-210-5949 Email    parag.bhalerao@cybertech.com -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck Sent: Wednesday, January 18, 2012 4:36 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customizing TicketZoom View Hi both, On 18.01.2012, at 21:42, Leonardo Certuche wrote:

That would be /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl

On 18 January 2012 15:34, Parag Bhalerao wrote: Hello, I want to customize the TicketZoom view and add one more URL to it.

Parag, why don't you use TicketFreeText fields with a default value for all created tickets. The value of the field could be setup as link where you even could include ticket attribute values (like title or owner) into the link. Cheers, Nils -- http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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

I updated Settings in Ticket -> Core::TicketFreeText TicketFreeText1::Link xmpp://$LQData{"CustomerID"} GoodWills   Parag Bhalerao   Work     215-494-2709 Cell        267-210-5949 Email    parag.bhalerao@cybertech.com -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck Sent: Thursday, January 19, 2012 1:27 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customizing TicketZoom View Where did you added the URL? On 19.01.2012, at 19:16, Parag Bhalerao wrote:

Nils, I tried TicketFreeText fields, but the URL I added is not visible anywhere in the ticket zoom view.

Cheers, Nils -- http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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

I don't think I understand what you are saying. Also, this link need not be part of the ticket data. This is additional link that will enable chat function with the customer. This can be part of the ticket information displayed on the right side in the ticket zoom view. I could find FreeTextDefault and FreeTextDefault. I simply want to add a chat option. By editing .dtl file I was able to add the label as you can see below, but I am not able to add a hyperlink to that. The hyperlink should be xmpp://<customerID>@chatdomain GoodWills Parag Bhalerao Work 215-494-2709 Cell 267-210-5949 Email parag.bhalerao@cybertech.com -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck Sent: Thursday, January 19, 2012 2:23 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customizing TicketZoom View That is ok, but now you have to store something in the field. I recommend to use the FreeTextDefault function to define a value on the event of the ticket creation so every ticket gets the value on the event FreeTextDefault. If you do not allow to change the field anywhere the link is permanently saved to the ticket. On 19.01.2012, at 19:36, Parag Bhalerao wrote:

I updated Settings in Ticket -> Core::TicketFreeText

TicketFreeText1::Link xmpp://$LQData{"CustomerID"}

Cheers, Nils -- http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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

Thanks a ton Nils. I will check and let you know. GoodWills Parag Bhalerao Work 215-494-2709 Cell 267-210-5949 Email parag.bhalerao@cybertech.com From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck Sent: Thursday, January 19, 2012 5:44 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customizing TicketZoom View Dear Parag, On 19.01.2012, at 21:15, Parag Bhalerao wrote: I don't think I understand what you are saying. Also, this link need not be part of the ticket data. This is additional link that will enable chat function with the customer. This can be part of the ticket information displayed on the right side in the ticket zoom view. I could find FreeTextDefault and FreeTextDefault. I simply want to add a chat option. By editing .dtl file I was able to add the label as you can see below, but I am not able to add a hyperlink to that. The hyperlink should bexmpp:/ xmpp:// /<customerID>@chatdomain I just recommend to use TicketFreeText fields because then you are update save. Modifying files is not update save, not even on patch level. You have to do two settings to get my idea implemented: 1. SysConfig -> Ticket -> Core::TicketFreeText Modify TicketFreeKey1 (or any available number) and put in "Chat" and "Chat". Modify TicketFreeText1::Link (or the related number) and put in xmpp://$QData{'CustomerID'}@chatdomain xmpp://$QData%7B'CustomerID%E2%80%99%7D@chatdomain DO NOT modify TicketFreeText1 or any other View! 2. SysConfig -> Ticket -> Core::TicketFreeTextDefault Enable Ticket::EventModulePost###TicketFreeFieldDefault Enable Ticket::TicketFreeFieldDefault###Element1 (or the related number to the TicketFreeField) Define the "Counter" to match your TicketFreeText field number Define "Event" with "TicketCreate" (as it is by default) Define "Key" with "Chat" Define Value with "click to start customer chat" This will save the TicketFreeText field with a label of "Chat" and a value of " click to start customer chat" whenever a new ticket gets created (Event TicketCreate), where the value will be a link that is build up depending on the customer id of the customer assigned to the ticket. Just make sure you do not offer the FreeTextField somewhere, then this appears like a static new thing in the right meta pane of the ticket, just as you want. if this is not clear to you, I strongly recommend and OTRS Administrator Training! http://www.otrs.com/en/solutions/services/training/administrator-trainin g/ Cheers, Nils -- http://webint.cryptonode.de / a Fractal project

On 23.01.2012, at 21:05, Parag Bhalerao wrote:

This worked… Thanks a ton Nils…

You are always welcome! ;-) Think about OTRS project contribution by signing a subscription. Cheers, Nils -- http://webint.cryptonode.de / a Fractal project