[SOLVED] Agent ticket search: remove some additonal filters

[HervE]

Hello forum,

In agent ticket search pop-up, I'd like to remove some additional filters that seem useless for us (such as ticket change time, ticket escalation time, article create time, created in queue).

How could I do that?

I went through AgentTicketSearch.dtl, then AgentTicketSearch.pm, and even sub BuildSelection in Layout.pm, but couldn't find out where exactly the list is.

Does anybody have a clue?

Best regards,
HervE

[RStraub]

Did you try SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewSearch ?

Second to last entry is the default columns, try to disable (set to 0) the columns you don't want to see.

[HervE]

Thanks for your answer.

Do you mean parameter Ticket::Frontend::AgentTicketSearch###DefaultColumns?
As details mention, "Columns that can be filtered in the ticket search result view of the agent interface."
Modify the columns of the result view is not what I am looking for.

Regards,
HervE

[RStraub]

Yup you are right, sorry.

What you can do though, is go to the AgentTicketSearch.pm and look for the string "Ticket Create Time". It should be in the "push @Attributes" block.

There, you could delete the entries you don't want to see.

[HervE]

"push @Attributes" block, that's it!

This was exactly the hint I needed.

It works fine, many thanks!

Regards,
HervE

[crythias]

Why do you want to remove the ability to search for recently changed tickets? You should show default fields of what are important, but allow a user to (+) when she needs additional criteria.

[HervE]

Because I don't want to "lose" the user in a big list of many criteria to be added that he/she would not master. I just want a shorter list.

Regards,
HervE