ticket creater's name in Dashboard

Moderator: crythias

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niraj
OTRS newbie
Posts: 18
Joined: 06 Dec 2010, 09:29
OTRS Version?: 3

ticket creater's name in Dashboard

Post by niraj »

Hi

Right now I can only see the ticket number and subject in dashboard of newly created ticket, I want to see also a name of that ticket creater.

Daniel Obee
Moderator
Posts: 644
Joined: 19 Jun 2007, 17:11
OTRS Version?: various
Real Name: Daniel Obée
Location: Berlin

Re: ticket creater's name in Dashboard

Post by Daniel Obee »

Do you refer to the customer, the true 'creator' or the owner?

Creator of all inbound mail tickets is allways the system user, so this information would be of rather small use. If you wanna see the owner, then you might wanna try this module package: http://forums.otrs.org/viewtopic.php?f=64&t=7203

Greets
Daniel

niraj
OTRS newbie
Posts: 18
Joined: 06 Dec 2010, 09:29
OTRS Version?: 3

Re: ticket creater's name in Dashboard

Post by niraj »

Hi

I refer the customer who create the ticket, I want that name should display in dashboard in new tickets. Please guide for the same.

Daniel Obee
Moderator
Posts: 644
Joined: 19 Jun 2007, 17:11
OTRS Version?: various
Real Name: Daniel Obée
Location: Berlin

Re: ticket creater's name in Dashboard

Post by Daniel Obee »

It's a little awkward to get the customer's full name into the dashboard as it isn't delivered by default. Only ticket data is available here - which includes the customer_id and customer the customer_user_id but not first- and lastname.

In short: you got to modify the Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl The data can be inserted via the two variables:

Code: Select all

$QData{"CustomerID"}
$QData{"CustomerUserID"}

Greets
Daniel

Daniel Obee
Moderator
Posts: 644
Joined: 19 Jun 2007, 17:11
OTRS Version?: various
Real Name: Daniel Obée
Location: Berlin

Re: ticket creater's name in Dashboard

Post by Daniel Obee »

Just found crythias detailed instructions on this: http://forums.otrs.org/viewtopic.php?f=60&t=5156

Have fun!

niraj
OTRS newbie
Posts: 18
Joined: 06 Dec 2010, 09:29
OTRS Version?: 3

Re: ticket creater's name in Dashboard

Post by niraj »

Hi

Thnks for reply.

I have added the two line
<td>$QData{"Owner"}</td> <!-- add this line for the owner-->
<td>$QData{"Responsible"}</td> <!-- add this line for the responsible -->

It shows the owner and Responsible column is dashboard. But problem is instead of showing ticket creator's name is shows the AGENT's name, how I can change this to original creator name.

Why it show owner name is AGENT's name! instead of creator's name.

niraj
OTRS newbie
Posts: 18
Joined: 06 Dec 2010, 09:29
OTRS Version?: 3

Re: ticket creater's name in Dashboard

Post by niraj »

Hi Tisar

Thak you very much my problem is resolved. I have added the following in that file.

$QData{"CustomerUserID"}

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