:) Understood. :)
On Wed, Jun 26, 2013 at 10:30 AM, Bogdan Iosif <bogdan.io...@gmail.com>wrote: > Thanks a lot for the replies. > > "think on it" > > I sure do. Opinions are strongly influenced by context. For example, if > you use OTRS to work with customers "at large" over the Internet, I think > everything you said holds true very strongly. > > However, when you are an enterprise business, bound by SLAs, using OTRS to > interact with your precious (literally) few customers then when they ask > for something perceived as trivial (like the column described by me) then > you can tell them they don't need it (and endure the backslash which can be > just the straw that broke the camel's back due to a 1000 other things you > told them they don't need in your mainstream products) or you can just try > your best to satisfy their needs and keep your costs in check. > > When your OTRS customers are actually other people in the same > organization as you are, then you have a whole other ball game. > > Just philosophy. No preaching. :) > > > On Wed, Jun 26, 2013 at 5:09 PM, Gerald Young <cryth...@gmail.com> wrote: > >> I don't see it, either. I'm sorry about the confusion. I don't look at >> customer side practically ever, so I don't know what it shows or doesn't. >> IMO, the queue is rather unimportant to the customer, as it doesn't have >> anything particular to do with progressing the ticket, which as a customer, >> is practically the only thing I'd care about. Yes, it's interesting to know >> which folder holds my ticket but I don't care. >> >> In general, most everything that happens with lateral movement of the >> ticket (Queue, Owner change, even priority) is pretty much not something >> the customer needs to know. >> The Queue is just a folder. It's important only on the Agent side. Yes, >> really. >> The Owner isn't important until the Owner talks to the customer. >> The priority isn't of critical importance when it's changed and can be a >> point of contention if it doesn't reflect the customer's view of the >> seriousness of the ticket. >> >> This is, of course, just my opinion, but think on it. >> >> >> >> On Wed, Jun 26, 2013 at 9:41 AM, Bogdan Iosif <bogdan.io...@gmail.com>wrote: >> >>> "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 >>>> >>> >>> >>> --------------------------------------------------------------------- >>> 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
