Highlight Ticket based on Priority - Otrs 5s

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pradeepspa
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Highlight Ticket based on Priority - Otrs 5s

Post by pradeepspa »

All,

I am trying to find a way to highlight the tickets based on priority. I found a forum regarding that but it was said to edit ".dtl file". In OTRS 5s, i don't see any ".dtl" file but ".tt". Could someone give me a hand, please?
reneeb
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Re: Highlight Ticket based on Priority - Otrs 5s

Post by reneeb »

Use the TicketOverviewHooked addon from OPAR and create your own hook. You can use https://gist.github.com/reneeb/4baf3e0979356cfc5a70 as a template. Replace any occurence of "TicketState" with "Priority"...
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pradeepspa
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Re: Highlight Ticket based on Priority - Otrs 5s

Post by pradeepspa »

Thanks for responding. I have used your template for priority. Added the parameters on sysconfig in a way that new tickets will have different color. But for some reason I don't see that happening. Am I missing anything here?


ticket.JPG
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pradeepspa
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Re: Highlight Ticket based on Priority - Otrs 5s

Post by pradeepspa »

Also I see this in the log,
May 24 18:25:11 test-otrs OTRS-CGI-06[42513]: [Error][Kernel::Output::HTML::TicketOverview::Small::new][Line:240]: Module Kernel/System/TicketOverview/Hooks/Priority.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd)
This means some perl module requires to make it work?
pradeepspa
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Re: Highlight Ticket based on Priority - Otrs 5s

Post by pradeepspa »

I managed to get this working. But I am having one more issue now. The new hook which was added only detecting the ticket state not the priority. From the image below, I see the state "new" was detected and changes the background color but not for the priority "5 very high"
priority.JPG
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pradeepspa
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Re: Highlight Ticket based on Priority - Otrs 5s

Post by pradeepspa »

I modified the script to use Priority on few other places too then it started working. Thank you!
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