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

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PhyrePhoX
OTRS expert
Posts: 67
Joined: 05 Dec 2007, 10:56

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

Postby PhyrePhoX » 01 Nov 2017, 10:31

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

Postby jojo » 01 Nov 2017, 10:41

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
OTRS expert
Posts: 67
Joined: 05 Dec 2007, 10:56

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

Postby PhyrePhoX » 01 Nov 2017, 12:27

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!

jojo
Moderator
Posts: 13961
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
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Re: How to add more Info to the Customer Info Panel in Ticket Zoom

Postby jojo » 01 Nov 2017, 13:12

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 Business Solution™ 6, STORM powered by OTRS
"Testing": OTRS git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

PhyrePhoX
OTRS expert
Posts: 67
Joined: 05 Dec 2007, 10:56

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

Postby PhyrePhoX » 01 Nov 2017, 13:51

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... ;)

jojo
Moderator
Posts: 13961
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

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

Postby jojo » 01 Nov 2017, 13:53

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 Business Solution™ 6, STORM powered by OTRS
"Testing": OTRS git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas


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