Dear Daniel,
You just made our OTRS experience
a lot better J
Before this the dashboard was
nice but did not have a lot of added value. Now is does!
Thank you very much for your
advice and dtl file. It is working like a charm!
Met vriendelijke groet / Best regards,
Danny van Dorp
Webmaster and ICT Officer Applications
SNV Netherlands Development Organisation
Dr. Kuyperstraat 5
2514 BA The Hague
Tel: +31 (0)70 344 02 57
Fax: +31 (0)70 385 55 31
Email ICT: ICTHelpdesk <at> snvworld.org
Email personal and MSN: dvandorp <at> snvworld.org
From: dev-bounces <at> otrs.org
[mailto:dev-bounces <at> otrs.org] On Behalf Of Shue, Daniel G.
Sent: Thursday, November 12, 2009 11:34
To: Development community of OTRS.org
Subject: Re: [dev] new here - two questions
See the attached about your
Queue name in the dashboard… also, about your changes being reverted.
Empty our your cache dir. Usually under var/tmp. There’s also a
script to empty your cache as well. You might also want to restart apache
just for good measure. Goodluck!
AgentDashboardTicketGeneric.dtl:
<!--
dtl:block:ContentLargeTicketGenericRow -->
<dtl if ($Env{"Color"} eq "") { $Env{"Color"}
= "searchactive"; }>
<tr class="$Env{"Color"}"
onmouseover="this.className='searchhighlight';"
onmouseout="this.className='$Env{"Color"}';">
<td width="1%">
<table border="0" width="100%" height="100%"
cellspacing="0" cellpadding="0">
<tr>
<td class="PriorityID-$Data{"PriorityID"}" title="$Text{"Priority"}:
$Text{"$Data{"Priority"}"}"
width="1%"> </td>
</tr>
</table>
</td>
<td width="50%">
<a href="$Env{"Baselink"}Action=AgentTicketZoom&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}&QueueID=$Data{"QueueID"}"
onmouseover="window.status='$JSText{"Zoom"}'; return true;"
onmouseout="window.status='';">
<div
title="$QData{"Title"}">$QData{"Title","70"}</div>
</a>
</td>
<td>$QData{"Time"}</td>
<td width="20%">
<a
href="$Env{"Baselink"}Action=AgentTicketQueue&QueueID=$QData{"QueueID"}"onmouseover="window.status='$JSText{"Queue"}';
return true;" onmouseout="window.status='';">
<div
title="$QData{"Queue"}">$QData{"Queue"}</div>
</a>
</td>
<td width="10%">
<a
href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID=$QData{"TicketID"}"
onmouseover="window.status='$JSText{"Customer history"}'; return
true;" onmouseout="window.status='';">
<div
title="$QData{"CustomerUserID"}">$QData{"CustomerID","15"}</div>
</a>
</td>
</tr>
<dtl if ($Env{"Color"} eq "searchpassive") {
$Env{"Color"} = ""; }>
<dtl if ($Env{"Color"} eq "searchactive") {
$Env{"Color"} = "searchpassive"; }>
<!--
dtl:block:ContentLargeTicketGenericRow -->
From: dev-bounces <at> otrs.org
[mailto:dev-bounces <at> otrs.org] On Behalf Of Dorp, Danny van
Sent: Wednesday, November 11, 2009 10:04 AM
To: dev <at> otrs.org
Subject: [dev] new here - two questions
Dear OTRS dev members. I am new here and not yet sure what
to expect of it.
My company is using OTRS for almost 3 years now and we think
it is great. I am the main application manager and I tried to make some
modifications to the webpage that displays the dashboard but all modifications
I made were, after a few minutes, overwriten with the defaults again. What
makes this happen?
My modification, or at least attempt, was to show queue
names in the escalated ticket section so people could see which ticket belonged
to what queue that was escalated. We have agents that are in the same group but
not responsible for the same queues in that group so it would be nice if they
could see, in the dashboard, that they have escalated tickets without the need
of going through their queues.
We are working for 1800+ users with 5 corporate support
agents so everything that helps in speeding up the process in handling
escalated tickets is welcome J
Is this a feature that might be implemented in new versions
by the way? That would be great.
And is anyone familiar with the fact that when you give
somebody read only rights and rights to create tickets but no full access
rights they can create tickets but after that do not see it in the queue?
Actually, they don’t see anything in OTRS, not even the queues.?
This could also be a support question of course but I expect
it to also being a dev question.
If I am wrong please let me know. Thanks.
Met vriendelijke groet / Best regards,
Danny van Dorp
Webmaster and ICT Officer Applications
SNV Netherlands Development Organisation
Dr. Kuyperstraat 5
2514 BA The Hague
Tel: +31 (0)70 344 02 57
Fax: +31 (0)70 385 55 31
Email ICT: ICTHelpdesk <at> snvworld.org
Email personal and MSN: dvandorp <at> snvworld.org
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