A1: Confirmed, though you can somewhat mitigate overwrites within a given minor release (3.2.x) by placing your customs in its own theme
A2: Confirmed. BUT M and L might be more informative than S so ... On Wed, Jun 26, 2013 at 9:32 AM, Bogdan Iosif <bogdan.io...@gmail.com>wrote: > Aha. OK, thanks. Good point with using JavaScript. > > So then please confirm the following answers to my original 2 questions: > > > Q 1: Is there an easier way to customize those grids? > A 1: NO. For my specific requirement, I need to customize the .DTL / > .PM files (I read something about being able to override those shipped with > OTRS instead of actually modifying them directly) > > > Q 2: Did anything change in v3.2 to ease these customizations? (A post > from@Mike_B on the forum thread gave me some hope in this direction) > A 2: Only change is dynamic fields can now be configured to be shown > in that grid (However, other Ticket fields (e.g. Queue) can't be shown > simply from configurations) > > > > On Wed, Jun 26, 2013 at 4:21 PM, Gerald Young <cryth...@gmail.com> wrote: > >> oh. No. The time elapsed is usually the total age of the ticket from >> inception. Of course, you could just show the actual date of last change >> and then use javascript to provide the difference between then and now. >> >> >> On Wed, Jun 26, 2013 at 9:17 AM, Bogdan Iosif <bogdan.io...@gmail.com>wrote: >> >>> I'm sorry, I don't get it. >>> >>> I'll re-summary the need: In customer interface >>> (Frontend::Customer::TicketOverview, i.e. the main grid that shows after >>> customer login), show a new column, after Age, that displays the time >>> elapsed between the moment the grid is shown and the moment the ticket was >>> last changed. >>> >>> Can this problem be saved with dynamic fields? How?! :) >>> >>> On Wed, Jun 26, 2013 at 3:54 PM, Gerald Young <cryth...@gmail.com>wrote: >>> >>>> :) There's a way to do this. >>>> >>>> > I'll need to compute the value on my new column as the difference >>>> between the moment when the page is shown and the moment when the ticket >>>> was last changed. >>>> Create a dynamic date field and make it mandatory. Clicking a checkbox >>>> should make it "work" (we can make it read only via javascript in the code >>>> later, or just hide the value entries... >>>> >>>> Then your column is create_time minus this dynamic date field. >>>> >>>> I've suggested this (or something like it) also for an alternative to >>>> CAPTCHA. The idea there being that the difference in time between the >>>> display of a registration form and the submission of the displayed form >>>> should be > about 5 seconds, which would, in theory, mean a human is >>>> filling in the blanks instead of a script. >>>> >>>> >>>> On Wed, Jun 26, 2013 at 8:39 AM, Bogdan Iosif >>>> <bogdan.io...@gmail.com>wrote: >>>> >>>>> > that would keep your system more standard >>>>> >>>>> I'm 100% for this goal but unfortunately I won't be able to use your >>>>> suggestion with Event Modules because it turned out I'll need to compute >>>>> the value on my new column as the difference between the moment when the >>>>> page is shown and the moment when the ticket was last changed. >>>>> >>>>> Event modules won't save me in this case. Right? >>>>> >>>>> >>>>> >>>>> On Wed, Jun 26, 2013 at 3:31 PM, Michiel Beijen < >>>>> michiel.bei...@gmail.com> wrote: >>>>> >>>>>> It could be new for 3.2... I'm not sure actually. >>>>>> >>>>>> And yes, if you don't want to use another dynamic field you should >>>>>> make other modifications. But I'd recommend using dynamic fields, >>>>>> because that would keep your system more standard. >>>>>> >>>>>> -- >>>>>> Mike >>>>>> >>>>>> On Tue, Jun 25, 2013 at 9:11 AM, Bogdan Iosif <bogdan.io...@gmail.com> >>>>>> wrote: >>>>>> > I found Ticket -> Frontend::Customer::TicketOverview on my QA env >>>>>> (v3.2.3). >>>>>> > Thanks! (It doesn't exist in my prod env (v3.1.10) so maybe this is >>>>>> new for >>>>>> > v3.2?) >>>>>> > >>>>>> > Assuming I want to avoid adding yet another dynamic field (I >>>>>> already have >>>>>> > plenty) the only remaining option is to perform modifications >>>>>> similar to >>>>>> > those in my initial links? >>>>>> > >>>>>> > >>>>>> > >>>>>> > On Tue, Jun 25, 2013 at 4:00 PM, Michiel Beijen < >>>>>> michiel.bei...@gmail.com> >>>>>> > wrote: >>>>>> >> >>>>>> >> It's here: >>>>>> >> >>>>>> >> >>>>>> >> >>>>>> http://doc.otrs.org/3.2/en/html/Ticket.html#Ticket:Frontend::Customer::TicketOverview >>>>>> >> >>>>>> >> So you can define in SysConfig which fields you want to have >>>>>> displayed. >>>>>> >> If you want to 'minimize changes' what you probably can do best is >>>>>> >> create an OTRS Ticket Event Module that updates a new dynamic field >>>>>> >> you create, whenever the ' last changed by agent' timestamp needs >>>>>> to >>>>>> >> be updated. In that case all you'll add to OTRS is one event >>>>>> module -- >>>>>> >> ref: >>>>>> >> >>>>>> http://doc.otrs.org/developer/3.1/en/html/otrs-module-layers.html#ticketevent >>>>>> >> >>>>>> >> -- >>>>>> >> Mike >>>>>> >> >>>>>> >> >>>>>> >> On Tue, Jun 25, 2013 at 2:52 PM, Bogdan Iosif < >>>>>> bogdan.io...@gmail.com> >>>>>> >> wrote: >>>>>> >> > This is interesting if it can be done via configurations. Can >>>>>> you please >>>>>> >> > give me some link to where it's documented, I wasn't able to >>>>>> find a View >>>>>> >> > in >>>>>> >> > SysConfig that corresponds to CustomerTicketOverview. >>>>>> >> > >>>>>> >> > In my case, I think I won't be able to use a field already >>>>>> implemented >>>>>> >> > by >>>>>> >> > the Ticket because I need to show the time elapsed since the >>>>>> last agent >>>>>> >> > update (for us, it's more relevant than the current "Age" >>>>>> column). At >>>>>> >> > the db >>>>>> >> > level I know how to compute this value but I'm trying to minimize >>>>>> >> > changes at >>>>>> >> > the app server level. >>>>>> >> > >>>>>> >> > >>>>>> >> > >>>>>> >> > On Tue, Jun 25, 2013 at 3:42 PM, Michiel Beijen >>>>>> >> > <michiel.bei...@gmail.com> >>>>>> >> > wrote: >>>>>> >> >> >>>>>> >> >> Hi, >>>>>> >> >> >>>>>> >> >> In OTRS 3.1 and up, you can specify additional dynamic fields >>>>>> (which >>>>>> >> >> are implemented as 'free text fields' in OTRS 3.0) in this >>>>>> overview. >>>>>> >> >> >>>>>> >> >> Which fields did you want to add? >>>>>> >> >> >>>>>> >> >> On Tue, Jun 25, 2013 at 2:39 PM, Bogdan Iosif < >>>>>> bogdan.io...@gmail.com> >>>>>> >> >> wrote: >>>>>> >> >> > Hi, >>>>>> >> >> > >>>>>> >> >> > I run OTRS 3.1.10 and would like to add a column to >>>>>> >> >> > CustomerTicketOverview. >>>>>> >> >> > >>>>>> >> >> > I looked at SysConfig but wasn't able to find any support to >>>>>> >> >> > customize >>>>>> >> >> > anything in CustomerTicketOverview. >>>>>> >> >> > >>>>>> >> >> > Web search yielded the following relevant hits: >>>>>> >> >> > * >>>>>> http://lists.otrs.org/pipermail/otrs/2012-August/038407.html # >>>>>> >> >> > customizing >>>>>> >> >> > grid from CustomerTicketOverview >>>>>> >> >> > * http://forums.otterhub.org/viewtopic.php?f=60&t=5156 # >>>>>> customizing >>>>>> >> >> > grids >>>>>> >> >> > from agent dashboard and AgentTicketZoom >>>>>> >> >> > >>>>>> >> >> > Both solutions involve modifications to .DTL and, possibly, >>>>>> .PM >>>>>> >> >> > files. >>>>>> >> >> > Thus, >>>>>> >> >> > they need to be maintained across OTRS version upgrades and >>>>>> require >>>>>> >> >> > dev-level involvement. >>>>>> >> >> > >>>>>> >> >> > QUESTION 1: Is there an easier way to customize those grids? >>>>>> >> >> > >>>>>> >> >> > QUESTION 2: Did anything change in v3.2 to ease these >>>>>> customizations? >>>>>> >> >> > (A >>>>>> >> >> > post from@Mike_B on the forum thread gave me some hope in >>>>>> this >>>>>> >> >> > direction) >>>>>> >> >> > >>>>>> >> >> > Thanks, >>>>>> >> >> > /bogdan >>>>>> >> >> > >>>>>> >> >> > >>>>>> >> >> > >>>>>> --------------------------------------------------------------------- >>>>>> >> >> > OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>>> >> >> > Archive: http://lists.otrs.org/pipermail/otrs >>>>>> >> >> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>>> >> >> >>>>>> --------------------------------------------------------------------- >>>>>> >> >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>>> >> >> Archive: http://lists.otrs.org/pipermail/otrs >>>>>> >> >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>>> >> > >>>>>> >> > >>>>>> >> > >>>>>> >> > >>>>>> --------------------------------------------------------------------- >>>>>> >> > OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>>> >> > Archive: http://lists.otrs.org/pipermail/otrs >>>>>> >> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>>> >> >>>>>> --------------------------------------------------------------------- >>>>>> >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>>> >> Archive: http://lists.otrs.org/pipermail/otrs >>>>>> >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>> --------------------------------------------------------------------- >>>>>> > OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>>> > Archive: http://lists.otrs.org/pipermail/otrs >>>>>> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>>> --------------------------------------------------------------------- >>>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>>> Archive: http://lists.otrs.org/pipermail/otrs >>>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>>> >>>>> >>>>> >>>>> --------------------------------------------------------------------- >>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>> Archive: http://lists.otrs.org/pipermail/otrs >>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>> >>>> >>>> >>>> --------------------------------------------------------------------- >>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>> Archive: http://lists.otrs.org/pipermail/otrs >>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>> >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
