Ticket-View with flipped open ticket items
Hello,
we will switch to otrs soon, but there are two things we would like to have:
1. in the ticket-view, when you are zoomed in, you see all items of that
ticket in a tree view. Is it possible to flipp all the item open, so that
one can see the content of all the phone calls and mails in one view. That
would be very helpfull to get an overview over the ticket, for instance if
you have taken over a ticket from an other user.
2. in the ticket view again, you only have the possibility to compose an
email or phone call if you have selected the first item of the ticket (e.g.
the mail with which the case was created or the appropriate phone call). But
if you want to compose a mail or call the customer, than the information
from the last item is most important. Is it possible to insert the links for
'Compose Answer (email)' and 'Contact customer (phone)' in the ticket view
even if you have selected the last item?
In addition we mentioned a little problem by creating the
Hi Ralph, On Fri, Feb 28, 2003 at 05:41:08PM +0100, Ralph M?ller wrote:
1. in the ticket-view, when you are zoomed in, you see all items of that ticket in a tree view. Is it possible to flipp all the item open, so that one can see the content of all the phone calls and mails in one view. That would be very helpfull to get an overview over the ticket, for instance if you have taken over a ticket from an other user.
This is implemented in CVS with config option "TicketZoomExpand" (default = 0).
2. in the ticket view again, you only have the possibility to compose an email or phone call if you have selected the first item of the ticket (e.g. the mail with which the case was created or the appropriate phone call). But if you want to compose a mail or call the customer, than the information from the last item is most important. Is it possible to insert the links for 'Compose Answer (email)' and 'Contact customer (phone)' in the ticket view even if you have selected the last item?
You can select your reference article on the ticket zoom view (one page) if you enable the "TicketZoomExpand". -> If you want to refer to the last article, scroll down and click on the compose/phone link near your refer article.
In addition we mentioned a little problem by creating the
for the salutation. If the ticket was created via a phone call and one did select the customer-user from the drop-down list, than the login of the customer-user is inserted in the From field as well. To exclude the login from the salutation we did adapt the AgentCompose.pm: # get realname my $From = $Data{OrigFrom} || ''; $From =~ s/<.*>|\(.*\)|\"|;|,|[^ ]*\@[^ ]*//g; ....
Yes, that's right. But if the format of the customer-backend search list is changed you need to change the regexp. -=> So I added a check/lookup of the customer name via the customer-backend. Thanks Ralph!
By Ralph
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 193 Tage bis zum Gäubodenvolksfest! ;-)
participants (2)
-
Martin Edenhofer -
Ralph Müller