[otrs] Display "Accounted time" of ticket in customer's view, too

[Claudio Kuenzler]

Hello OTRS folks,

Is it possible to show the "Accounted time" of a ticket in the customer's view of the ticket?

The agent can see it in the Ticket Information on the right side:

"Accounted time: 30"

While the customer, for the same ticket, only can see the following information:

- State

- Priority

- Queue

It would be great, if the accounted time of the ticket can be added into the customer's view of the ticket information.

Thanks,
Claudio

[Claudio Kuenzler]

Dear list,

I hate to repost an old topic, especially when created by myself, but I wonder if really anybody has an idea how to solve that request?

Is there a specific setting or would manual patching be required?

Thanks

[Daniel Litzbach]

Hi,

I'm pretty sure this is not possible without coding. You could build a script that reads the value and include it.

Regards

Daniel Litzbach

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[Claudio Kuenzler]

Hi,

I'm pretty sure this is not possible without coding. You could build a script that reads the value and include it.

OK thanks, Daniel.
Will (maybe) look into this.
As a workaround solution I thought of creating an agent account for this customer with read-only view over the customer's queue. This way he'll be able to see the accounted time, all tickets but cannot modify them.

[Daniel Litzbach]

Hi Claudio,

 

keep in mind that the customer might also be able to see tickets of other customers if you create an agent account. Don’t know if this is what you want.

 

Regards

[Jan.D...@bertelsmann.de]

Hi Claudio.

 

Please also be aware that there might be judicial issues when you let a customer see the accounted times of your agents. In Germany for example this is not allowed – though he is allowed to see summarized times that don’t belong to a single agent.

 

Best wishes,

Jan Dreyer

[Bogdan Iosif]

Hi,

What you want requires changes that can't be made through SysConfig or any other configuration file.

There are 2 ways you could do exactly what you asked:

1. Change the code in both a) the Perl template file primarily responsible to generate that grid (CustomerTicketOverview.dtl) to add the column you require and b) the Perl module computing data for your template file (CustomerTicketOverview.pm) so that the new column is provided with required data (out of the box, CustomerTicketOverview.pm doesn't provide it).

2. Create an event module hooked up at the TicketAccountTime event. In this module's code you compute the data you require when time is accounted for a ticket and then you store it in a ticket dynamic field. Then you can configure OTRS through SysConfig (Ticket::Frontend::CustomerTicketOverview###DynamicField) to show this dynamic field in the customer grid.

There is another way to achieve an effect close to your request that doesn't require coding but involves other problems:

3. Create an agent account for your customer but BEWARE of how you configure security so that this agent only gets access to STATISTICS. Then create a report that contains the desired data and make this report visible to this agent.

Needless to say, (1) and (2) are non trivial and require some decent development knowledge and at least a little bit of Perl knowledge. (3) doesn't require coding but it requires that you trust your customer to be decent (not probe for flaws in OTRS once he has limited access to agent UI) and it also requires a strong discipline on your part when you configure OTRS so that the customer never gets unintentional access to other agent/admin OTRS areas.

//bogdan

[Claudio Kuenzler]

Thanks a lot for all your input. I knew I'd get some advice here sooner or later ;-).

If I find the time I'll look into adapting the code - problem will be that it won't be compatible for future releases (will have to re-apply the patch for every release).

Otherwise I'll try the statistics-agent idea. I just need to prepare the relevant statistics in this case.

thanks again

[Arnold Ligtvoet]

Op 27-9-2013 8:26, Claudio Kuenzler schreef:

> Thanks a lot for all your input. I knew I'd get some advice here sooner
> or later ;-).
> If I find the time I'll look into adapting the code - problem will be
> that it won't be compatible for future releases (will have to re-apply
> the patch for every release).

Then you could make it configurable and submit your work to the main
branch of OTRS. This is the way to ensure that your bespoke work
survives in future releases and is also the way open source software
progresses.

Arnold.

[Bogdan Iosif]

Option 2 from my previous email *is* compatible with upgrades because it requires implementation of an event module, which doesn't involve any changes in files shipped with OTRS. You will need to perform these unwanted changes only if you need to remove columns that don't support removal via SysConfig settings. I had this problem with the "Age" column.