It's here: http://doc.otrs.org/3.2/en/html/Ticket.html#Ticket:Frontend::Customer::TicketOverview
So you can define in SysConfig which fields you want to have displayed. If you want to 'minimize changes' what you probably can do best is create an OTRS Ticket Event Module that updates a new dynamic field you create, whenever the ' last changed by agent' timestamp needs to be updated. In that case all you'll add to OTRS is one event module -- ref: http://doc.otrs.org/developer/3.1/en/html/otrs-module-layers.html#ticketevent -- Mike On Tue, Jun 25, 2013 at 2:52 PM, Bogdan Iosif <bogdan.io...@gmail.com> wrote: > This is interesting if it can be done via configurations. Can you please > give me some link to where it's documented, I wasn't able to find a View in > SysConfig that corresponds to CustomerTicketOverview. > > In my case, I think I won't be able to use a field already implemented by > the Ticket because I need to show the time elapsed since the last agent > update (for us, it's more relevant than the current "Age" column). At the db > level I know how to compute this value but I'm trying to minimize changes at > the app server level. > > > > On Tue, Jun 25, 2013 at 3:42 PM, Michiel Beijen <michiel.bei...@gmail.com> > wrote: >> >> Hi, >> >> In OTRS 3.1 and up, you can specify additional dynamic fields (which >> are implemented as 'free text fields' in OTRS 3.0) in this overview. >> >> Which fields did you want to add? >> >> On Tue, Jun 25, 2013 at 2:39 PM, Bogdan Iosif <bogdan.io...@gmail.com> >> wrote: >> > Hi, >> > >> > I run OTRS 3.1.10 and would like to add a column to >> > CustomerTicketOverview. >> > >> > I looked at SysConfig but wasn't able to find any support to customize >> > anything in CustomerTicketOverview. >> > >> > Web search yielded the following relevant hits: >> > * http://lists.otrs.org/pipermail/otrs/2012-August/038407.html # >> > customizing >> > grid from CustomerTicketOverview >> > * http://forums.otterhub.org/viewtopic.php?f=60&t=5156 # customizing >> > grids >> > from agent dashboard and AgentTicketZoom >> > >> > Both solutions involve modifications to .DTL and, possibly, .PM files. >> > Thus, >> > they need to be maintained across OTRS version upgrades and require >> > dev-level involvement. >> > >> > QUESTION 1: Is there an easier way to customize those grids? >> > >> > QUESTION 2: Did anything change in v3.2 to ease these customizations? (A >> > post from@Mike_B on the forum thread gave me some hope in this >> > direction) >> > >> > Thanks, >> > /bogdan >> > >> > >> > --------------------------------------------------------------------- >> > OTRS mailing list: otrs - Webpage: http://otrs.org/ >> > Archive: http://lists.otrs.org/pipermail/otrs >> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
