change responsible name in Customer interface

[rey90]

Hello

is it possible to replace the agents short name(TAG) with the agents full name in the customer interface?
Editing CustomerTicketZoom.dtl -> Qdata("responsible") to Qdata("Userfirstname") doesn´t work
(see screenshot)

Thanks for your help

[ferrosti]

I think you´d rather want to have 'ResponsibleUserFirstname' as variable, but it does not exist anywhere in OTRSs code.
You should have a look at OTRSs development documentation and see how to extend it. It is not too difficult, but it will probably take more time than one would like to spend on it.

[rey90]

thanks for this answer.

nobody done this before? and could post the steps/sourcecode?

[ferrosti]

I´ve done lots of customizations to its backend, as well as its frontend. It is not too bad, but I do not have the time to fully advice.
First of all have a look at the developer manual and see how it works.
All you need to do is to add the variable in the right place and use it as a parameter in the frontend.
Have a look at the directories
$OTSR_HOME/Kernel/Modules
$OTRS_HOME/Kernel/Output/HTML
In most cases there are two 'connected' files with the same name that interact (Module => Output). See the URL of the page you want to change and you´ll be good to go.

In case you are not able to do so, I recommend contacting http://www.znuny.com, the company of the OTRS inventor, Martin Edenhofer.

[rey90]

thanks for your help.

i have found the necessary files ... but don´t know what to change...

i will have a detailed look in these files...