> that would keep your system more standard I'm 100% for this goal but unfortunately I won't be able to use your suggestion with Event Modules because it turned out I'll need to compute the value on my new column as the difference between the moment when the page is shown and the moment when the ticket was last changed.
Event modules won't save me in this case. Right? On Wed, Jun 26, 2013 at 3:31 PM, Michiel Beijen <michiel.bei...@gmail.com>wrote: > It could be new for 3.2... I'm not sure actually. > > And yes, if you don't want to use another dynamic field you should > make other modifications. But I'd recommend using dynamic fields, > because that would keep your system more standard. > > -- > Mike > > On Tue, Jun 25, 2013 at 9:11 AM, Bogdan Iosif <bogdan.io...@gmail.com> > wrote: > > I found Ticket -> Frontend::Customer::TicketOverview on my QA env > (v3.2.3). > > Thanks! (It doesn't exist in my prod env (v3.1.10) so maybe this is new > for > > v3.2?) > > > > Assuming I want to avoid adding yet another dynamic field (I already have > > plenty) the only remaining option is to perform modifications similar to > > those in my initial links? > > > > > > > > On Tue, Jun 25, 2013 at 4:00 PM, Michiel Beijen < > michiel.bei...@gmail.com> > > wrote: > >> > >> 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 > > > > > > > > --------------------------------------------------------------------- > > 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 >
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