[SOLVED] Show queue comment in ticket creation

[HervE]

Hello forum,

Do you think it could be possible to display the comment of the queue during ticket creation?
Whatever the way: balloon help over the listbox, or label text on the right of the listbox (once the queue is selected), or another way... The easier, the better.

I had a quick look at CustomerTicketMessage.dtl and .pm, but soon struggled with AJAX things (which I don't know at all).

Regards,
HervE

[reneeb]

It's possible, but it requires some development. I've done something similar for a customer. We have added a new JavaScript file that triggers an AJAX request when the create mask is opened. That requests a new action that just gets the queue information as JSON (something like '{"queue1":"comment1", "queue2":"comment2"}') and store it in a variable (e.g. QueueComments). And an additional bind on the queue dropdown is made that listens on 'change':

Code: Select all

$('#Dest').bind('change', function(){ $(this).parent().append( $('<div>').text( QueueComments[ $(this).val() ] ) ); });

[HervE]

Thanks for your answer.

Looks clever - yet interesting.

Would you tell me more please?

What do I need to put in the new JavaScript file?
Does the additional bind in the .dtl replace the existing one?

Best regards,
HervE

[HervE]

Still interested.
Could you give me more information please?

Best regards,
HervE

[reneeb]

http://opar.perl-services.de/dist/ShowQ ... ment-4.0.1

[HervE]

Brilliant Renee!

It works perfectly well for AgentTicketPhone... but I have no change on CustomerTicketMessage unfortunately!? Why?

(By the way, I had to install your v3.3.2 because of OTRS 3.3.8.)

Best Regards,
HervE

[reneeb]

Go to SysConfig Ticket -> Outputfilter and add "CustomerTicketMessage" where "AgentTicketPhone" is...

So you should have three entries at the end:

AgentTicketPhone -> 1
AgentTicketEmail -> 1
CustomerTicketMessage -> 1

[HervE]

Oh yes! I should have known! (Stupid me.)

Now it's all as wanted. Many thanks, you are marvellous!

Best regards,
HervE