Dear Daniel,
You just made our OTRS experience a lot better J
Before this the dashboard was nice but did not have a lot of added
value. Now is does!
Thank you very much for your advice and dtl file. It is working like a
charm!
Met vriendelijke groet / Best regards,
Danny van Dorp
Webmaster and ICT Officer Applications
SNV Netherlands Development Organisation
Dr. Kuyperstraat 5
2514 BA The Hague
Tel: +31 (0)70 344 02 57
Fax: +31 (0)70 385 55 31
Email ICT: [email protected] <mailto:[email protected]>
Email personal and MSN: [email protected]
<mailto:[email protected]>
From: [email protected] [mailto:[email protected]] On Behalf Of
Shue, Daniel G.
Sent: Thursday, November 12, 2009 11:34
To: Development community of OTRS.org
Subject: Re: [dev] new here - two questions
See the attached about your Queue name in the dashboard... also, about
your changes being reverted. Empty our your cache dir. Usually under
var/tmp. There's also a script to empty your cache as well. You might
also want to restart apache just for good measure. Goodluck!
AgentDashboardTicketGeneric.dtl:
<!-- dtl:block:ContentLargeTicketGenericRow -->
<dtl if ($Env{"Color"} eq "") { $Env{"Color"} = "searchactive";
}>
<tr class="$Env{"Color"}"
onmouseover="this.className='searchhighlight';"
onmouseout="this.className='$Env{"Color"}';">
<td width="1%">
<table border="0" width="100%" height="100%" cellspacing="0"
cellpadding="0">
<tr>
<td class="PriorityID-$Data{"PriorityID"}"
title="$Text{"Priority"}: $Text{"$Data{"Priority"}"}"
width="1%"> </td>
</tr>
</table>
</td>
<td width="50%">
<a
href="$Env{"Baselink"}Action=AgentTicketZoom&TicketID=$Data{"TicketID"}&
ArticleID=$Data{"ArticleID"}&QueueID=$Data{"QueueID"}"
onmouseover="window.status='$JSText{"Zoom"}'; return true;"
onmouseout="window.status='';">
<div title="$QData{"Title"}">$QData{"Title","70"}</div>
</a>
</td>
<td>$QData{"Time"}</td>
<td width="20%">
<a
href="$Env{"Baselink"}Action=AgentTicketQueue&QueueID=$QData{"QueueID"}"
onmouseover="window.status='$JSText{"Queue"}'; return true;"
onmouseout="window.status='';">
<div
title="$QData{"Queue"}">$QData{"Queue"}</div>
</a>
</td>
<td width="10%">
<a
href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID=$QData{"Ticket
ID"}" onmouseover="window.status='$JSText{"Customer history"}'; return
true;" onmouseout="window.status='';">
<div
title="$QData{"CustomerUserID"}">$QData{"CustomerID","15"}</div>
</a>
</td>
</tr>
<dtl if ($Env{"Color"} eq "searchpassive") { $Env{"Color"} = "";
}>
<dtl if ($Env{"Color"} eq "searchactive") { $Env{"Color"} =
"searchpassive"; }>
<!-- dtl:block:ContentLargeTicketGenericRow -->
Daniel
From: [email protected] [mailto:[email protected]] On Behalf Of
Dorp, Danny van
Sent: Wednesday, November 11, 2009 10:04 AM
To: [email protected]
Subject: [dev] new here - two questions
Dear OTRS dev members. I am new here and not yet sure what to expect of
it.
My company is using OTRS for almost 3 years now and we think it is
great. I am the main application manager and I tried to make some
modifications to the webpage that displays the dashboard but all
modifications I made were, after a few minutes, overwriten with the
defaults again. What makes this happen?
My modification, or at least attempt, was to show queue names in the
escalated ticket section so people could see which ticket belonged to
what queue that was escalated. We have agents that are in the same group
but not responsible for the same queues in that group so it would be
nice if they could see, in the dashboard, that they have escalated
tickets without the need of going through their queues.
We are working for 1800+ users with 5 corporate support agents so
everything that helps in speeding up the process in handling escalated
tickets is welcome J
Is this a feature that might be implemented in new versions by the way?
That would be great.
And is anyone familiar with the fact that when you give somebody read
only rights and rights to create tickets but no full access rights they
can create tickets but after that do not see it in the queue? Actually,
they don't see anything in OTRS, not even the queues.?
This could also be a support question of course but I expect it to also
being a dev question.
If I am wrong please let me know. Thanks.
Met vriendelijke groet / Best regards,
Danny van Dorp
Webmaster and ICT Officer Applications
SNV Netherlands Development Organisation
Dr. Kuyperstraat 5
2514 BA The Hague
Tel: +31 (0)70 344 02 57
Fax: +31 (0)70 385 55 31
Email ICT: [email protected]
Email personal and MSN: [email protected]
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