Hello out there,
our agents open multiple browser windows to control different queues. Within
this bunch of windows it is sometimes hard to find the queue with your own
locked tickets. So I have had the idea to change the background for locked
tickets (from light blue to light green).
In case you'll find it useful too, I've attached all the diffs. The diffs are
based on CVS from yesterday evening, so it should not be very hard to aply
them. After aplying the diffs, you can control the color in the Config.pm
with the variable $Self->{LockedTicketBackground} = "#d2e8c5";
If this variable is not defined or empty everything is working as before.
I'll hope it's useful
CU Dirk Scheer
--
http://www.scheernet.de/
--- AgentClose.pm.org 2004-02-11 22:30:09.000000000 +0100
+++ AgentClose.pm 2004-02-11 22:31:07.000000000 +0100
@@ -66,6 +66,15 @@
}
my $Tn = $Self->{TicketObject}->GetTNOfId(ID => $Self->{TicketID});
+
+ # --
+ # Check if ticket is locked and owned by current user
+ # --
+ my %Ticket = $Self->{TicketObject}->GetTicket(TicketID => $Self->{TicketID});
+ my $BgColor = "";
+ if($Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID}) && $Ticket{OwnerID} == $Self->{UserID}) {
+ $BgColor = $Self->{ConfigObject}->Get('LockedTicketBackground');
+ }
if ($Self->{Subaction} eq '' || !$Self->{Subaction}) {
# get next states
@@ -96,7 +105,7 @@
# --
# html header
# --
- $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Close');
+ $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Close', BgColor => $BgColor);
# --
# get lock state
# --
--- AgentCompose.pm.org 2004-02-11 22:32:30.000000000 +0100
+++ AgentCompose.pm 2004-02-11 22:42:10.000000000 +0100
@@ -90,13 +90,10 @@
my $Output;
my %Error = ();
# --
- # start with page ...
- # --
- $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Compose');
- # --
# check needed stuff
# --
if (!$Self->{TicketID}) {
+ $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Compose');
$Output .= $Self->{LayoutObject}->Error(
Message => "Got no TicketID!",
Comment => 'System Error!',
@@ -108,6 +105,18 @@
# get ticket data
# --
my %Ticket = $Self->{TicketObject}->GetTicket(TicketID => $Self->{TicketID});
+ # --
+ # Check if ticket is locked and owned by current user
+ # --
+ my $BgColor = "";
+ if($Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID}) && $Ticket{OwnerID} == $Self->{UserID}) {
+ $BgColor = $Self->{ConfigObject}->Get('LockedTicketBackground');
+ }
+
+ # --
+ # start with page ...
+ # --
+ $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Compose', BgColor => $BgColor);
if ($Self->{ConfigObject}->Get('AgentCanBeCustomer') && $Ticket{CustomerUserID} && $Ticket{CustomerUserID} eq $Self->{UserLogin}) {
# --
# redirect
--- AgentCustomer.pm.org 2004-02-11 22:01:59.000000000 +0100
+++ AgentCustomer.pm 2004-02-11 22:18:57.000000000 +0100
@@ -160,8 +160,18 @@
my $Self = shift;
my %Param = @_;
my $Output;
+ # --
+ # Check if ticket is locked and owned by current user
+ # --
+ my $BgColor = "";
+ if ($Self->{TicketID}) {
+ my %Ticket = $Self->{TicketObject}->GetTicket(TicketID => $Self->{TicketID});
+ if($Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID}) && $Ticket{OwnerID} == $Self->{UserID}) {
+ $BgColor = $Self->{ConfigObject}->Get('LockedTicketBackground');
+ }
+ }
# print header
- $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Customer');
+ $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Customer', BgColor => $BgColor);
my %LockedData = $Self->{TicketObject}->GetLockedCount(UserID => $Self->{UserID});
$Output .= $Self->{LayoutObject}->NavigationBar(LockData => \%LockedData);
my $TicketCustomerID = $Self->{CustomerID};
@@ -169,9 +179,6 @@
# print change form if ticket id is given
# --
if ($Self->{TicketID}) {
- # --
- # get ticket data
- # --
my %TicketData = $Self->{TicketObject}->GetTicket(TicketID => $Self->{TicketID});
my %CustomerUserData = ();
if ($TicketData{CustomerUserID}) {
--- AgentForward.pm.org 2004-02-11 22:51:16.000000000 +0100
+++ AgentForward.pm 2004-02-11 22:53:11.000000000 +0100
@@ -99,8 +99,17 @@
my %Param = @_;
my $Output;
+ # --
+ # Check if ticket is locked and owned by current user
+ # --
+ my %Ticket = $Self->{TicketObject}->GetTicket(TicketID => $Self->{TicketID});
+ my $BgColor = "";
+ if($Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID}) && $Ticket{OwnerID} == $Self->{UserID}) {
+ $BgColor = $Self->{ConfigObject}->Get('LockedTicketBackground');
+ }
+
# start with page ...
- $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Forward');
+ $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Forward', BgColor => $BgColor);
my $Tn = $Self->{TicketObject}->GetTNOfId(ID => $Self->{TicketID});
my $QueueID = $Self->{TicketObject}->GetQueueIDOfTicketID(TicketID => $Self->{TicketID});
--- AgentFreeText.pm.org 2004-02-11 22:20:52.000000000 +0100
+++ AgentFreeText.pm 2004-02-11 22:22:11.000000000 +0100
@@ -108,7 +108,15 @@
else {
# print form
my %Ticket = $Self->{TicketObject}->GetTicket(TicketID => $Self->{TicketID});
- $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Set Free Text');
+ # --
+ # Check if ticket is locked and owned by current user
+ # --
+ my $BgColor = "";
+ if($Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID}) && $Ticket{OwnerID} == $Self->{UserID}) {
+ $BgColor = $Self->{ConfigObject}->Get('LockedTicketBackground');
+ }
+
+ $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Set Free Text', BgColor => $BgColor);
my %LockedData = $Self->{TicketObject}->GetLockedCount(UserID => $Self->{UserID});
$Output .= $Self->{LayoutObject}->NavigationBar(LockData => \%LockedData);
my %TicketFreeText = $Self->{LayoutObject}->AgentFreeText(%Ticket);
--- AgentNote.pm.org 2004-02-11 21:55:16.000000000 +0100
+++ AgentNote.pm 2004-02-11 21:59:14.000000000 +0100
@@ -74,6 +74,15 @@
}
my $Tn = $Self->{TicketObject}->GetTNOfId(ID => $Self->{TicketID});
+
+ # --
+ # Check if ticket is locked and owned by current user
+ # --
+ my %Ticket = $Self->{TicketObject}->GetTicket(TicketID => $Self->{TicketID});
+ my $BgColor = "";
+ if($Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID}) && $Ticket{OwnerID} == $Self->{UserID}) {
+ $BgColor = $Self->{ConfigObject}->Get('LockedTicketBackground');
+ }
if ($Self->{Subaction} eq '' || !$Self->{Subaction}) {
# get possible notes
@@ -89,7 +98,11 @@
}
}
# print form ...
- $Output = $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Add Note');
+ $Output = $Self->{LayoutObject}->Header(
+ Area => 'Agent',
+ Title => 'Add Note',
+ BgColor => $BgColor
+ );
my %LockedData = $Self->{TicketObject}->GetLockedCount(UserID => $Self->{UserID});
$Output .= $Self->{LayoutObject}->NavigationBar(LockData => \%LockedData);
# --
@@ -171,14 +184,14 @@
return $Self->{LayoutObject}->Redirect(OP => $Self->{LastScreen});
}
else {
- $Output = $Self->{LayoutObject}->Header(Title => 'Error');
+ $Output = $Self->{LayoutObject}->Header(Title => 'Error', BgColor => $BgColor);
$Output .= $Self->{LayoutObject}->Error();
$Output .= $Self->{LayoutObject}->Footer();
return $Output;
}
}
else {
- $Output = $Self->{LayoutObject}->Header(Title => 'Error');
+ $Output = $Self->{LayoutObject}->Header(Title => 'Error', BgColor => $BgColor);
$Output .= $Self->{LayoutObject}->Error(
Message => 'Wrong Subaction!!',
Comment => 'Please contact your admin',
--- AgentHistory.pm.org 2004-02-11 21:42:10.000000000 +0100
+++ AgentHistory.pm 2004-02-11 21:45:00.000000000 +0100
@@ -69,10 +69,22 @@
# --
return $Self->{LayoutObject}->NoPermission(WithHeader => 'yes');
}
+ # --
+ # Check if ticket is locked and owned by current user
+ # --
+ my %Ticket = $Self->{TicketObject}->GetTicket(TicketID => $Self->{TicketID});
+ my $BgColor = "";
+ if($Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID}) && $Ticket{OwnerID} == $Self->{UserID}) {
+ $BgColor = $Self->{ConfigObject}->Get('LockedTicketBackground');
+ }
# --
# build header
# --
- $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'History');
+ $Output .= $Self->{LayoutObject}->Header(
+ Area => 'Agent',
+ Title => 'History',
+ BgColor => $BgColor
+ );
my %LockedData = $Self->{TicketObject}->GetLockedCount(UserID => $Self->{UserID});
# build NavigationBar
$Output .= $Self->{LayoutObject}->NavigationBar(LockData => \%LockedData);
--- AgentMailbox.pm.org 2004-02-11 02:06:01.000000000 +0100
+++ AgentMailbox.pm 2004-02-11 02:19:28.000000000 +0100
@@ -92,6 +92,7 @@
Area => 'Agent',
Title => 'Locked Tickets',
Refresh => $Refresh,
+ BgColor => $Self->{ConfigObject}->Get('LockedTicketBackground'),
);
my %LockedData = $Self->{TicketObject}->GetLockedCount(UserID => $Self->{UserID});
$Output .= $Self->{LayoutObject}->NavigationBar(LockData => \%LockedData);
--- AgentOwner.pm.org 2004-02-11 21:52:32.000000000 +0100
+++ AgentOwner.pm 2004-02-11 21:49:59.000000000 +0100
@@ -56,12 +56,24 @@
# error screen, don't show ticket
return $Self->{LayoutObject}->NoPermission(WithHeader => 'yes');
}
+ # --
+ # Check if ticket is locked and owned by current user
+ # --
+ my %Ticket = $Self->{TicketObject}->GetTicket(TicketID => $Self->{TicketID});
+ my $BgColor = "";
+ if($Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID}) && $Ticket{OwnerID} == $Self->{UserID}) {
+ $BgColor = $Self->{ConfigObject}->Get('LockedTicketBackground');
+ }
if ($Self->{Subaction} eq 'Update') {
# check new/old user selection
if ($Self->{UserSelection} eq 'Old') {
if (!$Self->{OldUserID}) {
- $Output = $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Owner');
+ $Output = $Self->{LayoutObject}->Header(
+ Area => 'Agent',
+ Title => 'Owner',
+ BgColor => $BgColor,
+ );
$Output .= $Self->{LayoutObject}->Warning(
Message => "Sorry, you need to select a previous owner!",
Comment => 'Please go back and select one.',
@@ -75,7 +87,7 @@
}
else {
if (!$Self->{NewUserID}) {
- $Output = $Self->{LayoutObject}->Header(Title => 'Owner');
+ $Output = $Self->{LayoutObject}->Header(Title => 'Owner', BgColor => $BgColor);
$Output .= $Self->{LayoutObject}->Warning(
Message => "Sorry, you need to select a new owner!",
Comment => 'Please go back and select one.',
@@ -126,7 +138,7 @@
# print form
my $Tn = $Self->{TicketObject}->GetTNOfId(ID => $Self->{TicketID});
my $OwnerID = $Self->{TicketObject}->CheckOwner(TicketID => $Self->{TicketID});
- $Output .= $Self->{LayoutObject}->Header(Title => 'Set Owner');
+ $Output .= $Self->{LayoutObject}->Header(Title => 'Set Owner', BgColor => $BgColor);
my %LockedData = $Self->{TicketObject}->GetLockedCount(UserID => $Self->{UserID});
$Output .= $Self->{LayoutObject}->NavigationBar(LockData => \%LockedData);
# get user of own groups
--- AgentPending.pm.org 2004-02-11 22:27:03.000000000 +0100
+++ AgentPending.pm 2004-02-11 22:28:49.000000000 +0100
@@ -78,6 +78,15 @@
}
}
my $Tn = $Self->{TicketObject}->GetTNOfId(ID => $Self->{TicketID});
+ # --
+ # Check if ticket is locked and owned by current user
+ # --
+ my %Ticket = $Self->{TicketObject}->GetTicket(TicketID => $Self->{TicketID});
+ my $BgColor = "";
+ if($Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID}) && $Ticket{OwnerID} == $Self->{UserID}) {
+ $BgColor = $Self->{ConfigObject}->Get('LockedTicketBackground');
+ }
+
if ($Self->{Subaction} eq '' || !$Self->{Subaction}) {
# get next states
@@ -102,7 +111,7 @@
TicketID => $Self->{TicketID},
);
# html header
- $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Pending');
+ $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Pending', BgColor => $BgColor);
# get lock state
if (!$Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID})) {
$Self->{TicketObject}->SetLock(
--- AgentPriority.pm.org 2004-02-11 21:53:29.000000000 +0100
+++ AgentPriority.pm 2004-02-11 21:37:23.000000000 +0100
@@ -93,7 +93,19 @@
else {
# print form
my %Ticket = $Self->{TicketObject}->GetTicket(TicketID => $Self->{TicketID});
- $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Set Priority');
+ # --
+ # Check if ticket is locked and owned by current user
+ # --
+ my $BgColor = "";
+ if($Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID}) && $Ticket{OwnerID} == $Self->{UserID}) {
+ $BgColor = $Self->{ConfigObject}->Get('LockedTicketBackground');
+ }
+
+ $Output .= $Self->{LayoutObject}->Header(
+ Area => 'Agent',
+ Title => 'Set Priority',
+ BgColor => $BgColor,
+ );
my %LockedData = $Self->{TicketObject}->GetLockedCount(UserID => $Self->{UserID});
$Output .= $Self->{LayoutObject}->NavigationBar(LockData => \%LockedData);
# print change form
--- AgentPhone.pm.org 2004-02-11 22:44:26.000000000 +0100
+++ AgentPhone.pm 2004-02-11 22:49:55.000000000 +0100
@@ -55,8 +55,18 @@
my $Output;
if (!$Self->{Subaction} || $Self->{Subaction} eq 'Created') {
+ my $BgColor = "";
+ if ($Self->{TicketID}) {
+ # --
+ # Check if ticket is locked and owned by current user
+ # --
+ my %Ticket = $Self->{TicketObject}->GetTicket(TicketID => $Self->{TicketID});
+ if($Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID}) && $Ticket{OwnerID} == $Self->{UserID}) {
+ $BgColor = $Self->{ConfigObject}->Get('LockedTicketBackground');
+ }
+ }
# header
- $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Phone call');
+ $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Phone call', BgColor => $BgColor);
# if there is no ticket id!
if (!$Self->{TicketID} || ($Self->{TicketID} && $Self->{Subaction} eq 'Created')) {
# navigation bar
--- AgentTicketLink.pm.org 2004-02-11 22:23:12.000000000 +0100
+++ AgentTicketLink.pm 2004-02-11 22:24:11.000000000 +0100
@@ -123,7 +123,15 @@
else {
# print form
my %Ticket = $Self->{TicketObject}->GetTicket(TicketID => $Self->{TicketID});
- $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Link');
+ # --
+ # Check if ticket is locked and owned by current user
+ # --
+ my $BgColor = "";
+ if($Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID}) && $Ticket{OwnerID} == $Self->{UserID}) {
+ $BgColor = $Self->{ConfigObject}->Get('LockedTicketBackground');
+ }
+
+ $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Link', BgColor => $BgColor);
my %LockedData = $Self->{TicketObject}->GetLockedCount(UserID => $Self->{UserID});
$Output .= $Self->{LayoutObject}->NavigationBar(LockData => \%LockedData);
my %TicketLink = $Self->{TicketObject}->GetTicketLink(
--- Config.pm.org 2004-02-11 02:10:36.000000000 +0100
+++ Config.pm 2004-02-11 02:20:03.000000000 +0100
@@ -167,6 +167,10 @@
$Self->{ShowCustomerInfoQueueMaxSize} = 18;
$Self->{ShowCustomerInfoQueueLiteMaxSize} = 18;
+ # set background color of Locked Tickets
+ # this way it can be easyly distinguished between own/public tickets
+ $Self->{LockedTicketBackground} = "#d2e8c5";
+
# ---------------------------------------------------- #
# ---------------------------------------------------- #
--- Header.dtl.org 2004-02-11 02:02:20.000000000 +0100
+++ Header.dtl 2004-02-11 02:17:47.000000000 +0100
@@ -41,6 +41,10 @@
<dtl if ($Data{"Area"} ne "") { $Data{"TitleArea"} = "$Text{"$Data{"Area"}"}"; }>
<dtl if ($Data{"Title"} ne "") { $Data{"TitleArea"} = "$Text{"$Data{"Title"}"}"; }>
# --
+# check for different background-color definition
+# --
+<dtl if ($Data{"BgColor"} eq "") { $Data{"BgColor"} = "#bbddff"; }>
+# --
# create $Data{"UserLoginTop"} if user is loged in
# --
<dtl if ($Env{"UserLogin"} ne "") { $Data{"UserLoginTop"} = "($Env{"UserEmail"})"; }>
@@ -52,7 +56,7 @@
<style type="text/css">
<!--
# body
- body { font-family:Geneva,Helvetica,Arial,sans-serif;font-size:11pt;background-color:#bbddff;color:black; }
+ body { font-family:Geneva,Helvetica,Arial,sans-serif;font-size:11pt;background-color:$Data{"BgColor"};color:black; }
a { color:#557799;}
a:hover { color:#002244;text-decoration:none; }
pre { font-family:Courier,monospace,fixed;font-size:12px; }
--- AgentZoom.pm.org 2004-02-11 20:59:12.000000000 +0100
+++ AgentZoom.pm 2004-02-11 21:32:32.000000000 +0100
@@ -103,6 +103,16 @@
);
my @ArticleBox = $Self->{TicketObject}->GetArticleContentIndex(TicketID => $Self->{TicketID});
# --
+ # Check if ticket is locked and owned by current user
+ # --
+ my %Session = $Self->{SessionObject}->GetSessionIDData(
+ SessionID => $Self->{SessionID},
+ );
+ my $BgColor = "";
+ if($Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID}) && $Ticket{OwnerID} == $Self->{UserID}) {
+ $BgColor = $Self->{ConfigObject}->Get('LockedTicketBackground');
+ }
+ # --
# return if HTML email
# --
if ($Self->{Subaction} eq 'ShowHTMLeMail') {
@@ -162,7 +172,11 @@
# --
# genterate output
# --
- $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => "Zoom Ticket");
+ $Output .= $Self->{LayoutObject}->Header(
+ Area => 'Agent',
+ Title => "Zoom Ticket",
+ BgColor => $BgColor,
+ );
my %LockedData = $Self->{TicketObject}->GetLockedCount(UserID => $Self->{UserID});
$Output .= $Self->{LayoutObject}->NavigationBar(LockData => \%LockedData);
# --
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