Our support staff unlocks tickets back to the queue before leisure-time. In
many cases they appended notes to the tickets. For the views queue and zoom the
function ArticleLastCustomerArticle is called and the corresponding article is
shown. We patched our old OTRS version so that it had a function to show the
very last article -- whatever the type is. It's quite annoying not to see a
colleague's comments for our way of handling support tickets.
Because the new RC1 doesn't have this feature neither I patched it in again.
Simply add a function ArticleLastArticle to Article.pm as copy of the existing
ArticleFirstArticle with this return:
return $Self->ArticleGet( ArticleID => $Index[scalar(@Index)-1] );
... and these two calls:
===Modules/AgentTicketZoom.pm (instead of the for-loop at "get last customer
article")===
my %tmpArticle = $Self->{TicketObject}->ArticleLastArticle( TicketID =>
$Self->{TicketID} );
$ArticleID = $tmpArticle{ArticleID};
===Modules/AgentTicketQueue.pm===
my %Article = $Self->{TicketObject}->ArticleLastArticle( TicketID => $TicketID
);
I think a sysconfig option would be reasonlable here giving the admin the
option to choose what article should be shown: 1st, last customer or last.
Greetings
Manfred Dohmen
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