[otrs] Customize the ticket presentation in the dashboard

[Reto Müller]

Is it possible to customize the dashboard to show the queue name and the
state time instead of the ticket age for the open ticket box?
In the SysConfig I found under Frontend::Agent::Dashboard the
DashboardBackend###0130-TicketOpen element but I don't know the values
for Key and Content to show the queue name and the state name.

Kind regards

Reto

[James, Michael]

Hi Reto,



Take a look in /opt/otrs/Kernel/Output/HTML/Standard# vi AgentDashboardTicketGeneric.dtl



I found the solution in some other posts; The text in Red is additional, on our dashboard we have the Queue name displayed as well. Change the column span as well (also red).







<!-- dtl:block:ContentLargeTicketGenericRow -->

<dtl if ($Env{"Color"} eq "") { $Env{"Color"} = "searchactive"; }>

<tr class="$Env{"Color"}" onmouseover="this.className='searchhighlight';" onmouseout="this.className='$Env{"Color"}';">

<td width="10%">

<table border="0" width="100%" height="100%" cellspacing="0" cellpadding="0">

<tr>

<td class="PriorityID-$Data{"PriorityID"}" title="$Text{"Priority"}: $Text{"$Data{"Priority"}"}" width="1%">&nbsp;</td>

<td>

&nbsp;<a href="$Env{"Baselink"}Action=AgentTicketZoom&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}&QueueID=$Data{"QueueID"}" onmouseover="window.status='$JSText{"Zoom"}'; return true;" onmouseout="window.status='';" title="$QData{"Title"}">$Data{"TicketNumber"}</a>

</td>

</tr>

</table>

</td>

<td width="50%">

<div title="$QData{"Title"}">$QData{"Title","70"}</div>

</td>

<td width="22%">

<a href="$Env{"Baselink"}Action=AgentTicketQueue&QueueID=$QData{"QueueID"}" onmouseover="window.status='$JSText{"Queue"}'; return true;" onmouseout="window.status='';">

<div title="$QData{"Queue"}">$QData{"Queue","25"}</div>

</a>

</td>

<td>$QData{"Time"}</td>

</tr>

<dtl if ($Env{"Color"} eq "searchpassive") { $Env{"Color"} = ""; }>

<dtl if ($Env{"Color"} eq "searchactive") { $Env{"Color"} = "searchpassive"; }>

<!-- dtl:block:ContentLargeTicketGenericRow -->

<!-- dtl:block:ContentLargeTicketGenericNone -->

<tr class="searchactive" onmouseover="this.className='searchhighlight';" onmouseout="this.className='$Env{"Color"}';">

<td colspan="4">

$Text{"none"}

</td>

</tr>

<!-- dtl:block:ContentLargeTicketGenericNone -->





Don't forget to back up your file before you make the changes.



Cheers

Mike









________________________________

Von: otrs-***@otrs.org [mailto:otrs-***@otrs.org] Im Auftrag von Reto Müller
Gesendet: Donnerstag, 11. März 2010 16:22
An: ***@otrs.org
Betreff: [otrs] Customize the ticket presentation in the dashboard



Is it possible to customize the dashboard to show the queue name and the state time instead of the ticket age for the open ticket box?
In the SysConfig I found under Frontend::Agent::Dashboard the DashboardBackend###0130-TicketOpen element but I don't know the values for Key and Content to show the queue name and the state name.

Kind regards

Reto

[Reto Müller]

Post by James, Michael
<td width="22%">
<a
href="$Env{"Baselink"}Action=AgentTicketQueue&QueueID=$QData{"QueueID"}"
onmouseover="window.status='$JSText{"Queue"}'; return true;"
onmouseout="window.status='';">
<div title="$QData{"Queue"}">$QData{"Queue","25"}</div>
</a>
</td>

Great! Thanks a lot!

Regards Reto

[Stefan Folkerts]

Hi all,

I am trying to get all the customer notifications right but I keep running into some issues that are most likely due to my lack of knowledge of the system.
I am running OTRS 2.4.7.

I want the customer to receive two different messages.

1.When he makes a ticket ; this contains a conformation message to the customer with description and ticket ID.
2.When somebody add's and update to the ticket or changes the priority but not internal-notes and any other updates.

It seems there are three way's to get messages to agents (queue auto responses, custom notification events and the default events turned on by the agents in his preferences).
No the new ticket reply from the queue to the customer works fine but the follow up message doesn't get send to the customer.

I made a notification event for the customer update message with these settings ;

Name ; notify customer of ticket update
Recipient : Customer
Event : ArticleCreate
Queue : < I selected one queue >

Subject and Text set correctly.


I made a notification event for the customer new ticket message with these settings ;

Name ; notify customer of new ticket
Recipient : Customer
Event : TicketCreate
Queue : < I selected one queue >

Subject and Text set correctly.


Ok, what happens when a customer creates a ticked via mail is he get's two mails back.
1 from the new ticket event
2. from the update ticket event

Now here are my questions to you guy's ;

How can I set the update ticket event to only send a mail when the tickets get updated and not on creation?
How can I make it so that internal-notes are no longer send to the customer via this update notification?
I only want mails from Agents and external notes to get send to the customer.

Is this possible?

Greetings!

Stefan