Hello,
I am currently trying to edit the customer history on the bottom of a new ticket. It currently shows the most recent tickets of that specific customer.
I would like to view all Tickets with a specific value in a dynamic field there. we need to sort our Tickets by projectnumbers.
I am aware that this probably needs development.
I looked in /otrs/Kernel/Output/HTML/Templates/Standard/AgentTicketPhone.tt and couldn't find the field definition.
I inspected the website via Chrome and found the code in the attachment - but a grep in /otrs/Kernel/Output/HTML/Templates/Standard/ didn't yield any usable results.
Can anyone tell me where that field is defined? Any additional hints are highly appreciated too.
Thanks,
Philip
How to edit the customer history in new tickets
Moderator: crythias
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Flippo
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How to edit the customer history in new tickets
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root
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Re: How to edit the customer history in new tickets
Hi,
You're right this needs development. But not in the .tt file, this is only a template. Logic lies usually in .pm files. Check with a browser console which requests are running when you use AgentTicketPhone and follow this trail to the proper .pm
- Roy
You're right this needs development. But not in the .tt file, this is only a template. Logic lies usually in .pm files. Check with a browser console which requests are running when you use AgentTicketPhone and follow this trail to the proper .pm
- Roy
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Do you want to contribute or want to know where it goes ?
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crythias
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Re: How to edit the customer history in new tickets
You might check Edit Config Settings in Ticket → Frontend::Agent::TicketOverview
Ticket::Frontend::OverviewSmall###DynamicField
Ticket::Frontend::OverviewSmall###DynamicField
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Flippo
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Re: How to edit the customer history in new tickets
Thanks for your replies.
The setting Ticket::Frontend::OverviewSmall###DynamicField now shows my dynamic field in the overviewtable - which is a step forward for us.
Maybe this will work as a workaround.
In my research i have found 2 Files that could maybe help me:
../Kernel/Modules/AgentTicketPhone.pm and .../Kernel/Output/HTML/TicketOverview/Small.pm
I will have to postpone this project, as the time invested seems to be too much for the reward unfotunately.
The setting Ticket::Frontend::OverviewSmall###DynamicField now shows my dynamic field in the overviewtable - which is a step forward for us.
Maybe this will work as a workaround.
In my research i have found 2 Files that could maybe help me:
../Kernel/Modules/AgentTicketPhone.pm and .../Kernel/Output/HTML/TicketOverview/Small.pm
I will have to postpone this project, as the time invested seems to be too much for the reward unfotunately.