[otrs] Show ticket owner and responsible on queue view

[Jesús M. Navarro]

Hi, list:

I'm wondering how/if it is possible to show ticket owner and ticket
responsible on the general queue view along with ticket state, priority,
service, etc.

I already had a look at Sysconfig Frontend::Agent::Ticket::ViewQueue to no
avail.

Any hint?
Cheers
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[Salvador Santander Gutiérrez]

Hello, Jesus.

There's nothing in Sysconfig Frontend::Agent::Ticket::ViewQueue, but you can edit the template <otrs_dir>/Kernel/Output/html/Lite/AgentTicketQueue.dtl if you use the "Lite" queue view or <otrs_dir>/Kernel/Output/html/Standard/AgentTicketQueue.dtl. You can see if easy to understand the template syntax.

I hope this help you.

2008/9/24 Jesús M. Navarro <jesus....@andago.com>

[Salvador Santander Gutiérrez]

Hello, Jesus.

There's nothing in Sysconfig Frontend::Agent::Ticket::

ViewQueue, but you can edit the template <otrs_dir>/Kernel/Output/html/Lite/AgentTicketQueue.dtl if you use the "Lite" queue view or <otrs_dir>/Kernel/Output/html/Standard/AgentTicketQueue.dtl. You can see it's easy to understand the template syntax.

I hope this help you.

2008/9/24 Jesús M. Navarro <jesus....@andago.com>

Hi, list:

[Mike Lykov]

В сообщении от Thursday 25 September 2008 00:34:59 Salvador Santander
Gutiérrez написал(а):

> There's nothing in Sysconfig Frontend::Agent::Ticket::ViewQueue, but you
> can edit the template
> <otrs_dir>/Kernel/Output/html/Lite/AgentTicketQueue.dtl if you use the
> "Lite" queue view or
> <otrs_dir>/Kernel/Output/html/Standard/AgentTicketQueue.dtl. You can see
> it's easy to understand the template syntax.

In my case, I try to edit CustomerStatusView.dtl to replace owner login
(in "Owner" column) with owner First/Last name. (it's for show to customers
real human names instead internal logins).

But what variable I must write to it instead $Quote{"$Data{"Owner"} ??
How to find out it?

I think Jesús M. Navarro encounter similar problem.

--
Mike Lykov
System Administrator, Domain Name Registrar REG.RU
http://www.reg.ru/ +7 495 580-11-11 int. 504

[Salvador Santander Gutiérrez]

Hello, Mike.

I dont´t know exactly the syntax of the templates, but you can do it like me, I mean, you may search a screen that has the field you want to show, view his template and search in the code of this template the piece where the field has shown.

If you dont´t find it, tell me it and I try to search it.

2008/9/25 Mike Lykov <co...@reg.ru>

[Mike Lykov]

В сообщении от Friday 26 September 2008 10:26:45 Salvador Santander Gutiérrez
написал(а):

> I dont´t know exactly the syntax of the templates

Like me, like many other people (i think :)
Because it's lack of documentation, and lack of developers in this list. It's
a pity.

> me, I mean, you may search a screen that has the field you want to show,
> view his template and search in the code of this template the piece where
> the field has shown.

Yes, i was searched already. Not so simple.
In CustomerNavigationBar.dtl there is a
$Text{"Welcome %s", "$Env{"UserFirstname"} $Env{"UserLastname"}

string, but it's about logged in customer name.
I try $Data{"UserFirstname"}, but it's empty.

I have to admit that I don't understand all structure of otrs variables
system, and only try to guess, searchng in souce code.

Are there is a list of explained data structures?
Are there a common practice to do this work?

> If you dont´t find it, tell me it and I try to search it.

I prefer a better documentation :) But you can try too, I think this (a
replace logins to realnames in customer status view) is useful not only for
me.

--
Mike Lykov

[Nils Breunese (Lemonbit)]

Mike Lykov wrote:

> В сообщении от Friday 26 September 2008 10:26:45 Salvador
> Santander Gutiérrez
> написал(а):
>> I dont´t know exactly the syntax of the templates
>
> Like me, like many other people (i think :)
> Because it's lack of documentation, and lack of developers in this
> list. It's
> a pity.

Well, this is the OTRS *users* mailinglist. There is a separate
mailinglist for development: http://lists.otrs.org/cgi-bin/listinfo/dev

Nils Breunese.

[Mike Lykov]

В сообщении от Friday 26 September 2008 13:16:27 Nils Breunese (Lemonbit)
написал(а):

> Well, this is the OTRS *users* mailinglist. There is a separate
> mailinglist for development: http://lists.otrs.org/cgi-bin/listinfo/dev

Thanks for link.
I'll go to that ;)

--
Mike Lykov
System Administrator, Domain Name Registrar REG.RU
http://www.reg.ru/ +7 495 580-11-11 int. 504