Cant view closed tickets
I can use the search function to get a list of closed tickets. When I click on the ticket, it takes me back to the main page. It wont open the ticket for me to view.
Partial solution to this, I can view closed tickets in the StatusView module. But I need to do the same from the Search module. Does anybody else have the same problem where they can't view closed tickets from the Search module? Jason Rogers wrote:
I can use the search function to get a list of closed tickets. When I click on the ticket, it takes me back to the main page. It wont open the ticket for me to view.
Further to this issue: The link from the StatusView module, which works, is: <a href="/otrs/index.pl?Action=AgentTicketZoom&TicketID=66&ArticleID=187&QueueID=6&Session=100eda610d765a6b6d68e919e25fafeab1" onmouseover="window.status='Zoom'; return true;" onmouseout="window.status='';">1000047 The link from the search module, which doesn't work, is: <a href="/otrs/index.pl?Action=AgentZoom&TicketID=66&ArticleID=184&QueueID=6&Session=100eda610d765a6b6d68e919e25fafeab1" onmouseover="window.status='Zoom'; return true;" onmouseout="window.status='';">1000047 The difference being it works when AgentTicketZoom is evoked, but not when AgentZoom is evoked. Can anyone suggest a workaround for this?
Partial solution to this, I can view closed tickets in the StatusView module. But I need to do the same from the Search module. Does anybody else have the same problem where they can't view closed tickets from the Search module?
Jason Rogers wrote:
I can use the search function to get a list of closed tickets. When I click on the ticket, it takes me back to the main page. It wont open the ticket for me to view.
Resolution was to make the following changes to /usr/local/otrs/kernel/output/HTML/standard/AgentTicketSearchResult.dtl. Change AgentZoom on line 43 to AgentTicketZoom. Also changed /usr/local/otrs/kernal/output/HTML/standard/AgentTicketSearchResultShort.dtl. Changed AgentZoom on line 62 to AgentTicketZoom Jason Rogers wrote:
Further to this issue:
The link from the StatusView module, which works, is:
<a href="/otrs/index.pl?Action=AgentTicketZoom&TicketID=66&ArticleID=187&QueueID=6&Session=100eda610d765a6b6d68e919e25fafeab1" onmouseover="window.status='Zoom'; return true;" onmouseout="window.status='';">1000047
The link from the search module, which doesn't work, is:
<a href="/otrs/index.pl?Action=AgentZoom&TicketID=66&ArticleID=184&QueueID=6&Session=100eda610d765a6b6d68e919e25fafeab1" onmouseover="window.status='Zoom'; return true;" onmouseout="window.status='';">1000047
The difference being it works when AgentTicketZoom is evoked, but not when AgentZoom is evoked.
Can anyone suggest a workaround for this?
Partial solution to this, I can view closed tickets in the StatusView module. But I need to do the same from the Search module. Does anybody else have the same problem where they can't view closed tickets from the Search module?
Jason Rogers wrote:
I can use the search function to get a list of closed tickets. When I click on the ticket, it takes me back to the main page. It wont open the ticket for me to view.
I have made the following modifications to Kernel/Output/HTML/Standard/AgentTicketPhoneNew.dtl <tr> <td class="contentkey">$Text{"Chargeable? (Y/N)"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField4"}</td> </tr> This works ok, and displays a text box on the Phone-Ticket screen when creating a new ticket. I can enter Y or N, and create the ticket ok. The problem is the database is not updating the FREETEXT4 column on the TICKET table, when I create a new ticket. Probably need to make some more modifications to a file somewhere ??? Can anyone point me in the right direction ?
participants (1)
-
Jason Rogers