Number of Customer Tickets on AgentTicketQueue

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klsoft
Znuny newbie
Posts: 30
Joined: 25 Jan 2017, 13:59
Znuny Version: 6.0.6
Real Name: Karol
Company: Core Networks

Number of Customer Tickets on AgentTicketQueue

Post by klsoft »

Hello.

I'm fighting with migration from OTRS 2.3 to newest one available right now.
I've already successfully updated database and files and system works.

But my client used on 2.3 customly created views, and i have to somehow move them to new version.
In 2.3 it was pretty easy, but now I've got stuck.

So What I want to achive is Tickets/Queue View to get from this:
40c800cea6f149604bee1c0c41a760d7.jpeg
to something i imagine like this:
308a35cc8572c33472a4d73589f9484f.jpeg
I know, that If I click on this CustomerID, it will popup screen with information that I need.
a7af4dce2b259340ec7b8cd21d22c6a8.jpeg
So basicly What I want to do Is to move this counter(All tickets) somehow from this last screen to AgentTicketQueue View.

Before in 2.3 we were using query like this:

Code: Select all

SELECT a.a_subject,a.id,u.first_name,a.a_body FROM ticket_history h JOIN article a ON h.article_id = a.id JOIN users u on u.id = a.create_by where h.history_type_id =15 AND h.ticket_id = $tkId ORDER BY a.id DESC LIMIT 1
But now - I pretty have no Idea where and how to put it.

I've found this file:
/opt/otrs/Kernel/Modules/AgentTicketQueue.pm
which i think is proper one, but I'm not able to change it anyhow, since I'm not a perl programmer and it's pretty confusing to me.
So any change I think kicks whole view, and I only got errors.

So I would like to ask:

How to achive what I want to do, as simple as it's possible.

Or maybe I'm doing something that is already solved by some module/plugin - but I didn't find any and I think I've checked all of them :)

I Will be very thankfull for any help.
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jojo
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Re: Number of Customer Tickets on AgentTicketQueue

Post by jojo »

as OTRS5 differs a lot from the 2.3. I really would advise to use the build in screens as there are much more possibilites to have a look at the needed data. Also these kind of customization will always block the upgradability of the system.
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klsoft
Znuny newbie
Posts: 30
Joined: 25 Jan 2017, 13:59
Znuny Version: 6.0.6
Real Name: Karol
Company: Core Networks

Re: Number of Customer Tickets on AgentTicketQueue

Post by klsoft »

Where should I looks for these build in screens?

I was wandering, maybe I should write new Module, and just attach it in file somehow.
And Also copying this file to Custom directory should be pretty much Upgrade proof is there will be no changes in variables, data blocks etc.
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