"BUT M and L might be more informative than S so ... " I don't see any option for M / L / S for customer ticket overview interface. Is this something that can be enabled?
On Wed, Jun 26, 2013 at 4:37 PM, Gerald Young <cryth...@gmail.com> wrote: > A1: Confirmed, though you can somewhat mitigate overwrites within a given > minor release (3.2.x) by placing your customs in its own theme > > A2: Confirmed. BUT M and L might be more informative than S so ... > > > On Wed, Jun 26, 2013 at 9:32 AM, Bogdan Iosif <bogdan.io...@gmail.com>wrote: > >> Aha. OK, thanks. Good point with using JavaScript. >> >> So then please confirm the following answers to my original 2 questions: >> >> >> Q 1: Is there an easier way to customize those grids? >> A 1: NO. For my specific requirement, I need to customize the .DTL / >> .PM files (I read something about being able to override those shipped with >> OTRS instead of actually modifying them directly) >> >> >> Q 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) >> A 2: Only change is dynamic fields can now be configured to be shown >> in that grid (However, other Ticket fields (e.g. Queue) can't be shown >> simply from configurations) >> >> >> >> On Wed, Jun 26, 2013 at 4:21 PM, Gerald Young <cryth...@gmail.com> wrote: >> >>> oh. No. The time elapsed is usually the total age of the ticket from >>> inception. Of course, you could just show the actual date of last change >>> and then use javascript to provide the difference between then and now. >>> >>> >>> On Wed, Jun 26, 2013 at 9:17 AM, Bogdan Iosif <bogdan.io...@gmail.com>wrote: >>> >>>> I'm sorry, I don't get it. >>>> >>>> I'll re-summary the need: In customer interface >>>> (Frontend::Customer::TicketOverview, i.e. the main grid that shows after >>>> customer login), show a new column, after Age, that displays the time >>>> elapsed between the moment the grid is shown and the moment the ticket was >>>> last changed. >>>> >>>> Can this problem be saved with dynamic fields? How?! :) >>>> >>>> On Wed, Jun 26, 2013 at 3:54 PM, Gerald Young <cryth...@gmail.com>wrote: >>>> >>>>> :) There's a way to do this. >>>>> >>>>> > 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. >>>>> Create a dynamic date field and make it mandatory. Clicking a checkbox >>>>> should make it "work" (we can make it read only via javascript in the code >>>>> later, or just hide the value entries... >>>>> >>>>> Then your column is create_time minus this dynamic date field. >>>>> >>>>> I've suggested this (or something like it) also for an alternative to >>>>> CAPTCHA. The idea there being that the difference in time between the >>>>> display of a registration form and the submission of the displayed form >>>>> should be > about 5 seconds, which would, in theory, mean a human is >>>>> filling in the blanks instead of a script. >>>>> >>>>> >>>>> On Wed, Jun 26, 2013 at 8:39 AM, Bogdan Iosif >>>>> <bogdan.io...@gmail.com>wrote: >>>>> >>>>>> > 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 >>>>>>> >>>>>> >>>>>> >>>>>> --------------------------------------------------------------------- >>>>>> 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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