How to add more Info to the Customer Info Panel in Ticket Zoom

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PhyrePhoX
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How to add more Info to the Customer Info Panel in Ticket Zoom

Post by PhyrePhoX »

Hi all,

i want to expand the info in the customer panel in ticket zoom. As of now, you can either show the closed/open tickets of a customer OR a company, but not both.
In the end i edited the /opt/otrs/Kernel/Config/Files/ZZZAuto.pm
to achieve
this
However, i read that it is not a good style to edit the ZZZAuto.pm but whenever i tried editing an XML file, OTRS would throw an error.
Here is what i added/changed in the ZZZAuto.pm (i added the items with {'19-OpenTickets'} & {'20-ClosedTickets'})

Code: Select all

$Self->{'Frontend::CustomerUser::Item'}->{'17-ClosedTickets'} =  {
  'Action' => 'AgentTicketSearch',
  'Attributes' => 'StateType=Closed;',
  'CSS' => 'Core.Agent.CustomerUser.OpenTicket.css',
  'CSSClassNoOpenTicket' => 'NoOpenTicket',
  'CSSClassOpenTicket' => 'OpenTicket',
  'CustomerUserLogin' => '0',
  'IconNameNoOpenTicket' => 'fa-power-off',
  'IconNameOpenTicket' => 'fa-power-off',
  'Module' => 'Kernel::Output::HTML::CustomerUser::GenericTicket',
  'Subaction' => 'Search',
  'Target' => '_blank',
  'Text' => 'Closed tickets (COMPANY)'
};
$Self->{'Frontend::CustomerUser::Item'}->{'20-ClosedTickets'} =  {
  'Action' => 'AgentTicketSearch',
  'Attributes' => 'StateType=Closed;',
  'CSS' => 'Core.Agent.CustomerUser.OpenTicket.css',
  'CSSClassNoOpenTicket' => 'NoOpenTicket',
  'CSSClassOpenTicket' => 'OpenTicket',
  'CustomerUserLogin' => '1',
  'IconNameNoOpenTicket' => 'fa-power-off',
  'IconNameOpenTicket' => 'fa-power-off',
  'Module' => 'Kernel::Output::HTML::CustomerUser::GenericTicket',
  'Subaction' => 'Search',
  'Target' => '_blank',
  'Text' => 'Closed tickets (CUSTOMER)'
};

$Self->{'Frontend::CustomerUser::Item'}->{'15-OpenTickets'} =  {
  'Action' => 'AgentTicketSearch',
  'Attributes' => 'StateType=Open;',
  'CSS' => 'Core.Agent.CustomerUser.OpenTicket.css',
  'CSSClassNoOpenTicket' => 'NoOpenTicket',
  'CSSClassOpenTicket' => 'OpenTicket',
  'CustomerUserLogin' => '0',
  'IconNameNoOpenTicket' => 'fa-check-circle',
  'IconNameOpenTicket' => 'fa-exclamation-circle',
  'Module' => 'Kernel::Output::HTML::CustomerUser::GenericTicket',
  'Subaction' => 'Search',
  'Target' => '_blank',
  'Text' => 'Open tickets (COMPANY)'
};
$Self->{'Frontend::CustomerUser::Item'}->{'19-OpenTickets'} =  {
  'Action' => 'AgentTicketSearch',
  'Attributes' => 'StateType=Open;',
  'CSS' => 'Core.Agent.CustomerUser.OpenTicket.css',
  'CSSClassNoOpenTicket' => 'NoOpenTicket',
  'CSSClassOpenTicket' => 'OpenTicket',
  'CustomerUserLogin' => '1',
  'IconNameNoOpenTicket' => 'fa-check-circle',
  'IconNameOpenTicket' => 'fa-exclamation-circle',
  'Module' => 'Kernel::Output::HTML::CustomerUser::GenericTicket',
  'Subaction' => 'Search',
  'Target' => '_blank',
  'Text' => 'Open tickets (CUSTOMER)'
};
Here is my question: How and where do i store my changes permanently and update resistant?

Thanks in advance guys.
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jojo
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Re: How to add more Info to the Customer Info Panel in Ticket Zoom

Post by jojo »

copy the needed part of one of the xml files into a new one and adjust it to your needs.
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PhyrePhoX
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Joined: 05 Dec 2007, 10:56
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Re: How to add more Info to the Customer Info Panel in Ticket Zoom

Post by PhyrePhoX »

jojo wrote:copy the needed part of one of the xml files into a new one and adjust it to your needs.
ok, so creating e.g. "additionalcustomerinfo.xml" with the {'19-OpenTickets'} & {'20-ClosedTickets'} items is enough? How does OTRS know when and how to parse this xml? And will this lead to me being able to edit it in sysconfig?
Thank you!
OTRS 5.0.24 (with ITSM Modules) and Znuny 6.4.4 in staging
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Re: How to add more Info to the Customer Info Panel in Ticket Zoom

Post by jojo »

Have a look here: https://blog.otrs.com/2016/12/21/using- ... aw-emails/ you can use the XML as sample.

OTRS will parse all xml files in the folder
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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Never change Defaults.pm! :: Blog
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PhyrePhoX
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Posts: 132
Joined: 05 Dec 2007, 10:56
Znuny Version: 5.0.24 (with ITSM Mo

Re: How to add more Info to the Customer Info Panel in Ticket Zoom

Post by PhyrePhoX »

jojo wrote:Have a look here: https://blog.otrs.com/2016/12/21/using- ... aw-emails/ you can use the XML as sample.

OTRS will parse all xml files in the folder
Oh, that looks easy. Thank you for your help!
Ticket can be closed... ;)
OTRS 5.0.24 (with ITSM Modules) and Znuny 6.4.4 in staging
jojo
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Re: How to add more Info to the Customer Info Panel in Ticket Zoom

Post by jojo »

PhyrePhoX wrote: Oh, that looks easy. Thank you for your help!
Ticket can be closed... ;)
This is not an helpdesk, so no tickets which can be closed. If you expect or require support you have to buy professional services.
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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Never change Defaults.pm! :: Blog
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