I did :)
Do not forget to change also the filters ... and created as field wont work you
have to put $Data{"Created"} and then filters will work
Hope it helps :)
I changed also the name in front of the date display (in the other views) as it
is not a created date but a last modified date ...
Did a remark on this a few days/weeks ago here but got no feedback :)
Enjoy
Philippe
Philippe Martignier
Communications Division
Customer Service Section
Email : [email protected]
Phone : 00 41 022 338 72 36
Building : GB II
Office : 0,3
-----Original Message-----
From: [email protected] [mailto:[email protected]] On Behalf Of
[email protected]
Sent: lundi, 3. mai 2010 13:53
To: [email protected]
Subject: otrs Digest, Vol 20, Issue 4
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Today's Topics:
1. R: OTRS 2.4.7 - Agent Tickets Search Result Close time
(Alessandro d'Ambrosio)
2. Re: R: OTRS 2.4.7 - Agent Tickets Search Result Close time
(Florian Houel)
----------------------------------------------------------------------
Message: 1
Date: Mon, 03 May 2010 11:30:11 +0200
From: Alessandro d'Ambrosio <[email protected]>
Subject: [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close
time
To: "'User questions and discussions about OTRS.'" <[email protected]>
Message-ID: <004601caeaa3$3ac46a00$b04d3e00$%[email protected]>
Content-Type: text/plain; charset="iso-8859-1"
Thank you Mike,
I found the .dtl page but I don?t know how perl interprets the name of db
fields. In the Database I see a table named ?ticket? with many informations
about them. There are ?cretae_time? and ?change_time? in this table but I
don?t know how to show them in the web interface.
Thanks
Alessandro
Da: [email protected] [mailto:[email protected]] Per conto di James,
Michael
Inviato: venerd? 23 aprile 2010 13.17
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time
Hi Alessandro,
I think the search results page is displayed using
AgentTicketOverviewSmall.dtl (i think that is one of three view modes).
You could edit this file to have your fields displayed.
Under the block: <!-- dtl:block:RecordTicketTitleHeader --> You?ll find the
column headers.
Under the block: <!-- dtl:block:RecordTicketTitle --> You?ll find the data
configuration for the columns.
You could replace Age with create time to solve one of your problems, and
rename the column.
If you added a column, you would obviously have to extend the column span
under <!-- dtl:block:Record -->
Maybe someone who has already added a column to this view could shed some
light on the exact procudure for that.
Thanks
Mike
_____
Von: [email protected] [mailto:[email protected]] Im Auftrag von
Alessandro d'Ambrosio
Gesendet: Freitag, 23. April 2010 11:45
An: 'User questions and discussions about OTRS.'
Betreff: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time
Hi,
I have this question:
I would like to perform a custom research in my otrs (ver.2.4.7) when I log
in as an agent.
In the Agent Ticket Search Result page I?d rather see these fields:
Ticket Create Time Close Time From State Ticket
Agent Customer ID
Than:
Tcket Age(!!!) From State Ticket Agent Customer ID
In versione 2.3.4 I?ve got the AgentTicketSearchResultShort.dtl file (in
Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard) and I edited this
without success :-( . In 2.4.7 version I haven?t found any .dtl file to
edit.
Anyone can help me?
Thanks,
Alessandro
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Message: 2
Date: Mon, 3 May 2010 13:52:46 +0200
From: "Florian Houel" <[email protected]>
Subject: Re: [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close
time
To: "User questions and discussions about OTRS." <[email protected]>
Message-ID: <[email protected]>
Content-Type: text/plain; charset="iso-8859-1"
The template AgentTicketOverviewSmall.dtl is used by TicketOverviewSmall.pm
(OTRS\Kernel\Output\HTML)
This .pm program gets a lot of data in an array and then calls the .dtl
template with this data array.
You'll find a my %Article = $Self->{TicketObject}->ArticleLastCustomerArticle(
TicketID => $TicketID ); (line 112 from the .pm) that gets a lot of data from
the article. Then, this array is used while the .dtl template is invoqued
$Self->{LayoutObject}->Block( Name => 'Record', Data => { %Article, %UserInfo }
); and it's content is available in the .dtl file.
If you have a look into the ArticleLastCustomerArticle and into ArticleGet
(that you find in Ticket.pm), you find the list of available article
attributes: TicketID, Title, QueueID, Queue, StateID, LockID, PriorityID,
Priority, Age, CreateTimeUnix, Created, Changed, etc.
Now, just try changing this .dtl line :
$Data{"StartFont"}$QData{"Age"}$Data{"StopFont"}
to this :
$Data{"StartFont"}$QData{"Created"}$Data{"StopFont"}
Hope that makes sense and helps
Florian.
De : [email protected] [mailto:[email protected]] De la part de
Alessandro d'Ambrosio
Envoy? : lundi 3 mai 2010 11:30
? : 'User questions and discussions about OTRS.'
Objet : [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close time
Thank you Mike,
I found the .dtl page but I don't know how perl interprets the name of db
fields. In the Database I see a table named "ticket" with many informations
about them. There are "cretae_time" and "change_time" in this table but I don't
know how to show them in the web interface.
Thanks
Alessandro
Da: [email protected] [mailto:[email protected]] Per conto di James,
Michael
Inviato: venerd? 23 aprile 2010 13.17
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time
Hi Alessandro,
I think the search results page is displayed using AgentTicketOverviewSmall.dtl
(i think that is one of three view modes).
You could edit this file to have your fields displayed.
Under the block: <!-- dtl:block:RecordTicketTitleHeader --> You'll find the
column headers.
Under the block: <!-- dtl:block:RecordTicketTitle --> You'll find the data
configuration for the columns.
You could replace Age with create time to solve one of your problems, and
rename the column.
If you added a column, you would obviously have to extend the column span under
<!-- dtl:block:Record -->
Maybe someone who has already added a column to this view could shed some light
on the exact procudure for that.
Thanks
Mike
________________________________
Von: [email protected] [mailto:[email protected]] Im Auftrag von
Alessandro d'Ambrosio
Gesendet: Freitag, 23. April 2010 11:45
An: 'User questions and discussions about OTRS.'
Betreff: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time
Hi,
I have this question:
I would like to perform a custom research in my otrs (ver.2.4.7) when I log in
as an agent.
In the Agent Ticket Search Result page I'd rather see these fields:
Ticket Create Time Close Time From State Ticket
Agent Customer ID
Than:
Tcket Age(!!!) From State Ticket Agent Customer ID
In versione 2.3.4 I've got the AgentTicketSearchResultShort.dtl file (in
Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard) and I edited this without
success :-( . In 2.4.7 version I haven't found any .dtl file to edit.
Anyone can help me?
Thanks,
Alessandro
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