Is it possible shows EscalationSolutionTime in CustomerTicketZoom?
I edit Ticket::Frontend::CustomerTicketZoom###AttributesView in Frontend::Customer::Ticket::ViewZoom, and insert Key: SolutionTime and Content: 1. But it doesn't work
Thanks
[SOLVED] Shows EscalationSolutionTime in CustomerTicketZoom
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[SOLVED] Shows EscalationSolutionTime in CustomerTicketZoom
PazT
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Re: Shows EscalationSolutionTime in CustomerTicketZoom
Hi,
Did you have defined a solution time in the queue or via a SAL?
- Roy
Did you have defined a solution time in the queue or via a SAL?
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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Do you want to contribute or want to know where it goes ?
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Do you want to contribute or want to know where it goes ?
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Re: Shows EscalationSolutionTime in CustomerTicketZoom
Yes. I did. I can see it on AgentTicketZoom.root wrote:Hi,
Did you have defined a solution time in the queue or via a SAL?
- Roy
PazT
OTRS 5.0.22 | ITSM 5.0.22 | Ubuntu 16.04 LTS | MySQL 5.7
OTRS 5.0.22 | ITSM 5.0.22 | Ubuntu 16.04 LTS | MySQL 5.7
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Re: Shows EscalationSolutionTime in CustomerTicketZoom
Hi,
Looks like this is not possible for CustomerTicketZoom, I quick checked the template https://github.com/OTRS/otrs/blob/rel-5 ... ketZoom.tt. Maybe you can customize the template to display the SolutionTimeDestinationDate (see http://doc.otrs.com/doc/api/otrs/stable ... #TicketGet`)
- Roy
Looks like this is not possible for CustomerTicketZoom, I quick checked the template https://github.com/OTRS/otrs/blob/rel-5 ... ketZoom.tt. Maybe you can customize the template to display the SolutionTimeDestinationDate (see http://doc.otrs.com/doc/api/otrs/stable ... #TicketGet`)
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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Re: Shows EscalationSolutionTime in CustomerTicketZoom
Roy, thanks for the advice. I'm very excited cause it's my first contribution here on OTRS forum.
Roy quotes:
Here we go:
1: Access Frontend::Customer::Ticket::ViewZoom in Admin >> SysConfig
in Ticket::Frontend::CustomerTicketZoom###AttributesView enter information:
Key: SolutionTime | Content: 1
Key: Service | Content: 1
Key: SLA | Content: 1
**Service and SLA are mandatory**
---
2: Edit /opt/otrs/Custom/Kernel/Modules/CustomerTicketZoom.pm file
under SLA "if condition" block, perhaps line number 1025, enter the code below:
3: Edit /opt/otrs/Custom/Kernel/Output/HTML/Templates/Standard/CustomerTicketZoom.tt file
under SLA RenderBlock, perhaps line number 211, enter the code below:
4: Stop Apache Server
sudo service apache2 stop
5: Re-Setting permissions to otrs directory
sudo perl /opt/otrs/bin/otrs.SetPermissions.pl --otrs-user=otrs --web-group=www-data /opt/otrs
6: Start Apache Sever
sudo service apache2 start
Done! It's worked well with OTRS 5.0.22
Enjoy it
Roy quotes:
First of all, copy the two files below to /opt/otrs/Custom directory
/opt/otrs/Kernel/Modules/CustomerTicketZoom.pm
to
/opt/otrs/Custom/Kernel/Modules/CustomerTicketZoom.pm
AND
/opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerTicketZoom.tt
to
/opt/otrs/Custom/Kernel/Output/HTML/Templates/Standard/CustomerTicketZoom.tt
Note:
You must create the directory-trees:
mkdir -p /opt/otrs/Custom/Kernel/Modules/
mkdir -p /opt/otrs/Custom/Kernel/Output/HTML/Templates/Standard/
Otherwise you'll get the error No such file or directory or something like that
Here we go:
1: Access Frontend::Customer::Ticket::ViewZoom in Admin >> SysConfig
in Ticket::Frontend::CustomerTicketZoom###AttributesView enter information:
Key: SolutionTime | Content: 1
Key: Service | Content: 1
Key: SLA | Content: 1
**Service and SLA are mandatory**
---
2: Edit /opt/otrs/Custom/Kernel/Modules/CustomerTicketZoom.pm file
under SLA "if condition" block, perhaps line number 1025, enter the code below:
Code: Select all
if (
defined $Param{SolutionTime}
&& $ConfigObject->Get('Ticket::Service')
&& $Config->{AttributesView}->{SolutionTime}
)
{
$Param{SolutionTimeHuman} = $LayoutObject->CustomerAgeInHours(
Age => $Param{SolutionTime},
Space => ' ',
);
$LayoutObject->Block(
Name => 'SolutionTime',
Data => \%Param
);
}
under SLA RenderBlock, perhaps line number 211, enter the code below:
Code: Select all
[% RenderBlockStart("SolutionTime") %]
<li><span class="Key">[% Translate("Solution Time") | html %]:</span>
<span title="[% Translate(Data.SolutionTime) | html %]">[% Data.SolutionTimeDestinationDate | Localize("TimeShort") %] ([% Data.SolutionTimeHuman | html %])</span></li>
[% RenderBlockEnd("SolutionTime") %]
sudo service apache2 stop
5: Re-Setting permissions to otrs directory
sudo perl /opt/otrs/bin/otrs.SetPermissions.pl --otrs-user=otrs --web-group=www-data /opt/otrs
6: Start Apache Sever
sudo service apache2 start
Done! It's worked well with OTRS 5.0.22
Enjoy it
Last edited by pazt on 08 Sep 2017, 22:18, edited 1 time in total.
PazT
OTRS 5.0.22 | ITSM 5.0.22 | Ubuntu 16.04 LTS | MySQL 5.7
OTRS 5.0.22 | ITSM 5.0.22 | Ubuntu 16.04 LTS | MySQL 5.7
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- Administrator
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Re: Shows EscalationSolutionTime in CustomerTicketZoom
Hi,
So far so good. But did you read the file Custom/README?
Please copy the original file /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerTicketZoom.tt to /opt/otrs/Custom/Kernel/Output/HTML/Templates/Standard/CustomerTicketZoom.tt and modify this one.
This will work for nearly everything, only some exceptions like Javascript and CSS file e.g. - just as a recommendation.
- Roy
So far so good. But did you read the file Custom/README?
Please copy the original file /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerTicketZoom.tt to /opt/otrs/Custom/Kernel/Output/HTML/Templates/Standard/CustomerTicketZoom.tt and modify this one.
This will work for nearly everything, only some exceptions like Javascript and CSS file e.g. - just as a recommendation.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny newbie
- Posts: 18
- Joined: 06 Mar 2016, 21:06
- Znuny Version: 5.0.22
- Real Name: Thiago Paz
- Company: Landis+Gyr
Shows EscalationSolutionTime in CustomerTicketZoom
Recommendation Added.root wrote:Hi,
So far so good. But did you read the file Custom/README?
Please copy the original file /opt/otrs/Kernel/Output/HTML/Templates/Standard/CustomerTicketZoom.tt to /opt/otrs/Custom/Kernel/Output/HTML/Templates/Standard/CustomerTicketZoom.tt and modify this one.
This will work for nearly everything, only some exceptions like Javascript and CSS file e.g. - just as a recommendation.
- Roy
Roy, could you please set this topic as SOLVED?
Thanks
PazT
OTRS 5.0.22 | ITSM 5.0.22 | Ubuntu 16.04 LTS | MySQL 5.7
OTRS 5.0.22 | ITSM 5.0.22 | Ubuntu 16.04 LTS | MySQL 5.7