OtterHub E.V. - OTRS Community - View Topic - Some Changes To .DTL and .PM Files.

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Some changes to .dtl and .pm files.

Moderator: crythias Post a reply
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Some changes to .dtl and .pm files.

by crythias 24 Jun 2010, 21:48 This post will do a lot of different things. It's best if you try them out in your own theme update: 3.0 version of theme link: http://doc.otrs.org/3.0/en/html/themes.html . Add columns to dashboard: Edit AgentDashboardTicketGeneric.dtl about line 53: (Edit: In 3.0, try about line 110)
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<td width="60%"> <div title="$QData{"Title"}">$QData{"Title","70"}</div> </td> <td>$QData{"Queue"}</td>  <td>$QData{"CustomerID","15"}</td>  <td>$QData{"Owner"}</td>  <td>$QData{"Responsible"}</td>  <td>$QData{"Time"}</td>
Add the exact pending reminder time to AgentTicketZoom Edit Kernel/Language.pm around line 342: Code: Select all
my $ReturnString = $Self->{$Config} || "$Config needs to be translated!"; if ( $String =~ /\d\d\d\d\d\d\d\d\d\d/ ) { $String = $Self->{TimeObject}->SystemTime2TimeStamp( SystemTime => $String, ) }
What does it do? the pending time (until_time, or RealTillTimeNotUsed) is stored in unix epoch, not in a timestamp format. This is a "fix" to allow TimeLong to accept epoch numbers, by converting it to a time stamp for FormatTimeString to work. It's a nasty fix, because it assumes that all epoch numbers are (at least?) 10 digits. It is a bad thing (IMO) to consider using epoch time this close to 2038, though until it breaks, it does make for easy math calculations. Why do you need it? In line 356 of AgentTicketZoom.dtl: Code: Select all
<dtl if ($Data{"PendingUntil"} ne "") { $Data{"PendingUntilString"} = "<tr valign="top"><td><b>$Text{"Pending till"}:</b></td> <td>$Data{"PendingUntil"} $Data{"PendingTime"} $TimeLong{"$Data{"RealTillTimeNotUsed"}"})</td></tr>"; }>
See how $TimeLong is called on RealTillTimeNotUsed? if you don't make the Language.pm change, you'll simply get an epoch number. This puts a date/time after the "remaining time" so you get the best of both worlds. I also made a change to AgentTicketZoom.pm around line 352: Code: Select all
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if ( $Param{UntilTime} < -1 && $Self->{HighlightColor2} ) { $Param{PendingUntil} .= " OVERDUE</font>"; }
This merely adds the word OVERDUE, as in Pending Till: -30 days OVERDUE. OTRS 2.4 and 3.0 on Linux with MySQL database connected to an Active Directory for Agents and Customers. Please edit your signature to include your OTRS version, Operating System, and database type. Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so. Additional Help Master Post
crythias Moderator Posts: 4090 Joined: 04 May 2010, 18:38 Location: SouthWest Florida, USA Website Top
Re: Some changes to .dtl and .pm files.

by ftmova 09 Dec 2010, 11:21 Hello, thanks for your explanations but I want to see a general overview. E 'can create a new item in the dashboard where it displays only the users with their workload (in management, processing, closed)? ftmova OTRS newbie Posts: 7 Joined: 30 Nov 2010, 15:39 Top

by crythias 09 Dec 2010, 13:42 That's "My Queues", I believe. OTRS 2.4 and 3.0 on Linux with MySQL database connected to an Active Directory for Agents and Customers. Please edit your signature to include your OTRS version, Operating System, and database type. Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so. Additional Help Master Post

by ftmova 10 Dec 2010, 12:37 My Queues show only tickets that I have under management. I would rather get the ticket management at all. A general overview, but not list each individual ticket, but more a general overview. es. Operator 1 -> closed = 5, = 3 management ftmova OTRS newbie Posts: 7 Joined: 30 Nov 2010, 15:39 Top

by crythias 10 Dec 2010, 15:41
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You probably want a stats report. OTRS 2.4 and 3.0 on Linux with MySQL database connected to an Active Directory for Agents and Customers. Please edit your signature to include your OTRS version, Operating System, and database type. Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so. Additional Help Master Post

by ftmova 13 Dec 2010, 15:36 Stat report users and their work ftmova OTRS newbie Posts: 7 Joined: 30 Nov 2010, 15:39 Top

by cbravo 14 Dec 2010, 00:08 wow, you are awesome. OTRS: 3.08 OS: Ubuntu Apache2/MySQL 5 cbravo OTRS wizard Posts: 107 Joined: 18 Nov 2010, 00:33 Top

by cbravo 20 Dec 2010, 21:09 I tried your solution for the ticket owner and it works like a charm. I have one more question though, when the ticket has no owner, it shows root@localhost (since it's the first user created by the system). Is there any way I could show Not assigned instead? what file runs the query to get the ticket owners? OTRS: 3.08 OS: Ubuntu Apache2/MySQL 5 cbravo OTRS wizard Posts: 107 Joined: 18 Nov 2010, 00:33 Top

by jojo 20 Dec 2010, 23:47 just rename this user to "not assigned" thats it "Produktiv": OTRS: 3.1.x, OTRS::ITSM 3.1, SIRIOS 2.3 "Testing": OTRS: CVS OS: Ubuntu Apache2/MySQL 5 Niemals die Defaults.pm ndern! :: Blog :: OTRS iPhone App Professioneller Support, Consulting und Entwicklung: http://www.otrs.com :: Bei weiteren Fragen: enjoy@otrs.com hilft gerne :: We need your ideas! jojo Moderator
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Posts: 7492 Joined: 26 Jan 2007, 14:50 Website Top

by cbravo 21 Dec 2010, 00:23 yeah, I realized that after a few tries. OTRS: 3.08 OS: Ubuntu Apache2/MySQL 5 cbravo OTRS wizard Posts: 107 Joined: 18 Nov 2010, 00:33 Top

by rpmariano 23 Feb 2011, 17:54 I allready found the reason, my Perl editor wasn't working well. Notepad did the trick! Thanks for the post. Thanks , Rui
Hi, I tryed to make the changes on AgentDashboardTicketGeneric.dtl , but I can't see any changes in the browser! I even erase this all block:  <td width="60%"> <div title="$QData{"Title"}">$QData{"Title","70"}</div> </td> <td>$QData{"Queue"}</td>  <td>$QData{"CustomerID","15"}</td>  <td>$QData{"Owner"}</td>  <td>$QData{"Responsible"}</td>  <td>$QData{"Time"}</td> </tr> And the appearence in the browser is the same! Ther's any kind off refresh to do? Thanks, Rui OTRS 3.0 on Windows Server with MySQL database for Agents and Customers rpmariano OTRS newbie Posts: 1 Joined: 23 Feb 2011, 17:50 Top

by meukmans 19 May 2011, 15:05 The first part of the post about the dashboard. It works great but the rows aren't correct now anymore because some items, like time or queue, take 2 lines instead of 1. What file do i edit to adjust this to my needs ? Thanks! OTRS 3.0.7 On Windows Server 2008 R2 meukmans OTRS newbie
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by crythias 21 May 2011, 23:30 add NOWRAP in the <td> entry: <td NOWRAP>... OTRS 2.4 and 3.0 on Linux with MySQL database connected to an Active Directory for Agents and Customers. Please edit your signature to include your OTRS version, Operating System, and database type. Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so. Additional Help Master Post

by gambit23 01 Jun 2011, 21:05 Sorry, I need to add a column titles in the Dashboard views... it is possible ??
Thanks a lot ! gambit23 OTRS newbie Posts: 3 Joined: 12 May 2011, 18:09 Top

by dnw_jasper 28 Jun 2011, 11:10 Same here. I would like to have some collumn titles in there ... but how? dnw_jasper OTRS newbie Posts: 8 Joined: 09 Jun 2011, 15:20 Top

by crythias 29 Jun 2011, 15:52 It's a table, just add the column titles above the list. <tr><th>column title1</th><th>column title2</th> ...</tr> OTRS 2.4 and 3.0 on Linux with MySQL database connected to an Active Directory for Agents and Customers. Please edit your signature to include your OTRS version, Operating System, and database type. Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so. Additional Help Master Post
crythias Moderator Posts: 4090 Joined: 04 May 2010, 18:38 Location: SouthWest Florida, USA Website
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by dnw_jasper 29 Jun 2011, 17:01 Hello Crythias, Thanks for your Answer. Thats not bad for a start ... but: I was more looking for those active head-rows, as in the queue-view or in my-tickets. With the ability to sort column-wise. Is that possible? dnw_jasper OTRS newbie Posts: 8 Joined: 09 Jun 2011, 15:20 Top

by Mike_B 29 Jun 2011, 21:49 dnw_jasper wrote:Thanks for your Answer. Thats not bad for a start ... but: I was more looking for those active head-rows, as in the queue-view or in my-tickets. With the ability to sort column-wise. Is that possible?
That would be possible, but it would need (much) more extensions in the supporting code, because you also need to support the sorting in the back end. Probably future versions of OTRS will have this feature, we'll be looking into implementing the upcoming JQuery UI grid for this. It will have functionality for sorting, but also for dynamically adding columns, both for the administrator as on a per-user base. If anyone is interested in helping out implementing this, it'd be awesome! -Mike OTRS.com - @michielbeijen on Twitter Mike_B Moderator Posts: 246 Joined: 12 Jan 2010, 18:16 Top

by crythias 29 Jun 2011, 22:44 http://www.kryogenix.org/code/browser/sorttable/ OTRS 2.4 and 3.0 on Linux with MySQL database connected to an Active Directory for Agents and Customers. Please edit your signature to include your OTRS version, Operating System, and database type. Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so. Additional Help Master Post

by yuri0001 29 Aug 2011, 13:51 Thanks for the post? it very usefull! But how can I display the Company name instead or additional to CustomerID in TicketZoom screen in Ticket Overview or Customer Overview block? Is it possible? What rows i need to add in AgentTicketZoom.dtl or another .dtl or .pm files to realyze my idea? Best regards Yuri Kolesnikov OTRS 3.011, ITSM 3.05, SUSE 11, MySQL 5.xx OTRS 3.1.3, ITSM 3.1 yuri0001 OTRS ninja
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Posts: 418 Joined: 17 Mar 2011, 14:40 Location: Russia Top

by crythias 30 Aug 2011, 16:54 Anything in the Map of Config.pm can be added to the dtl. OTRS 2.4 and 3.0 on Linux with MySQL database connected to an Active Directory for Agents and Customers. Please edit your signature to include your OTRS version, Operating System, and database type. Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so. Additional Help Master Post

by yuri0001 07 Sep 2011, 14:02 crythias wrote:It's a table, just add the column titles above the list. <tr><th>column title1</th><th>column title2</th> ...</tr>
And how to align the column headings to the center column and make the font bold? Best regards Yuri Kolesnikov OTRS 3.011, ITSM 3.05, SUSE 11, MySQL 5.xx OTRS 3.1.3, ITSM 3.1 yuri0001 OTRS ninja Posts: 418 Joined: 17 Mar 2011, 14:40 Location: Russia Top

by crythias 08 Sep 2011, 13:39 yuri0001 wrote:And how to align the column headings to the center column and make the font bold?
I suggest looking up basic HTML at w3schools.com. This HowTo is not intended to teach HTML. If you want to ask this question in help, general, feel free. <b> is bold, for instance. OTRS 2.4 and 3.0 on Linux with MySQL database connected to an Active Directory for Agents and Customers. Please edit your signature to include your OTRS version, Operating System, and database type. Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so. Additional Help Master Post
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by gbecker 10 Jan 2012, 16:54 Hi, Is it possible to add information such as Customer "UserFirstname", etc on the Agent Dashboard? Where is this QData "function" defined? gbecker OTRS newbie Posts: 4 Joined: 30 Nov 2011, 23:10 Top

by Romaing 25 Apr 2012, 18:03 Your post was very helpful crythias, thanks. Agent Dashboard has filled up with a lot of useful info !
If i may just ask a tiny question
do you know if there is another method to cut the value for the customer ID ? (as described here for QData: http://doc.otrs.org/developer/2.0/en/html/c494.html)
Since my users are imported from an active directory, they get an ID like : mister.nice@company.com A really nice thing would be to cut at the value '@' without any character limit, so it would always display the full person name. e.g. 'mister.nice' Thanks and have a nice day OTRS 3.1.5 on Ubuntu 12.04 Database: MySQL Module: FAQ Romaing OTRS expert Posts: 60 Joined: 30 Mar 2012, 15:20 Top

by crythias 26 Apr 2012, 14:25 Romaing wrote:Since my users are imported from an active directory
Then grab alias or login, perhaps? OTRS 2.4 and 3.0 on Linux with MySQL database connected to an Active Directory for Agents and Customers. Please edit your signature to include your OTRS version, Operating System, and database type. Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so. Additional Help Master Post

by Romaing 27 Apr 2012, 13:41 crythias wrote: Romaing wrote:Since my users are imported from an active directory
Then grab alias or login, perhaps?
Actually i tried that already, that's why i asked. Tried just everything i could think of: (manner of speach) Login UserLogin Alias MemberUid
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UID member Only one that works is CustomerID, all above just give an empty column. OTRS 3.1.5 on Ubuntu 12.04 Database: MySQL Module: FAQ Romaing OTRS expert Posts: 60 Joined: 30 Mar 2012, 15:20 Top

by crythias 27 Apr 2012, 20:05 Romaing wrote:Actually i tried that already, that's why i asked.
Did you happen to change Config.pm to grab the fields you tried? OTRS 2.4 and 3.0 on Linux with MySQL database connected to an Active Directory for Agents and Customers. Please edit your signature to include your OTRS version, Operating System, and database type. Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so. Additional Help Master Post

by mojorianer 28 Apr 2012, 00:56 Hy everyone, is there a way to output the ticket creator in Agent Dashboard? I tried the following code in AgentDashboardTicketGeneric.dtl
<td>$QData{"CreatedByUser"}</td>
but it doesn`t work. Thanks OTRS 3.1.10 on CentOS 6 mojorianer OTRS newbie Posts: 22 Joined: 30 Nov 2010, 01:03 Location: Berlin, Germany Top

by crythias 28 Apr 2012, 22:01 You may try anything that's available in Kernel::System::Ticket::TicketGet Code: Select all
%Ticket = ( TicketNumber TicketID State StateID StateType Priority => '20101027000001', => 123, => 'some state', => 123, => 'some state type', => 'some priority',
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PriorityID Lock LockID Queue QueueID CustomerID CustomerUserID Owner OwnerID Type TypeID SLA SLAID Service ServiceID Responsible ResponsibleID Age Created CreateTimeUnix Changed ArchiveFlag TicketFreeKey1-16 TicketFreeText1-16 TicketFreeTime1-6
=> 123, => 'lock', => 123, => 'some queue', => 123, => 'customer_id_123', => 'customer_user_id_123', => 'some_owner_login', => 123, => 'some ticket type', => 123, => 'some sla', => 123, => 'some service', => 123, => 'some_responsible_login', => 123, => 3456, => '2010-10-27 20:15:00' => '1231414141', => '2010-10-27 20:15:15', => 'y',
# (time stampes of expected escalations) EscalationResponseTime EscalationUpdateTime EscalationSolutionTime EscalationDestinationIn EscalationDestinationTime EscalationDestinationDate EscalationTimeWorkingTime EscalationTime FirstResponseTimeEscalation FirstResponseTimeNotification (unix time stamp of response time escalation) (unix time stamp of update time escalation) (unix time stamp of solution time escalation) (escalation in e. g. 1h 4m) (date of escalation in unix time, e. g. 72193292) (date of escalation, e. g. "2009-02-14 18:00:00") (seconds of working/service time till escalation, e. g. "1800") (seconds total till escalation of nearest escalation time type - response, update or solution time, e. g. "3600") (if true, ticket is escalated) (if true, notify - x% of escalation has reached)
# (general escalation info of nearest escalation type)
# (detail escalation info about first response, update and solution time)
FirstResponseTimeDestinationTime (date of escalation in unix time, e. g. 72193292) FirstResponseTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00") FirstResponseTimeWorkingTime FirstResponseTime UpdateTimeEscalation UpdateTimeNotification UpdateTimeDestinationTime UpdateTimeDestinationDate UpdateTimeWorkingTime UpdateTime SolutionTimeEscalation SolutionTimeNotification SolutionTimeDestinationTime SolutionTimeDestinationDate SolutionTimeWorkingTime SolutionTime ); (seconds of working/service time till escalation, e. g. "1800") (seconds total till escalation, e. g. "3600") (if true, ticket is escalated) (if true, notify - x% of escalation has reached) (date of escalation in unix time, e. g. 72193292) (date of escalation, e. g. "2009-02-14 18:00:00") (seconds of working/service time till escalation, e. g. "1800") (seconds total till escalation, e. g. "3600") (if true, ticket is escalated) (if true, notify - x% of escalation has reached) (date of escalation in unix time, e. g. 72193292) (date of escalation, e. g. "2009-02-14 18:00:00") (seconds of working/service time till escalation, e. g. "1800") (seconds total till escalation, e. g. "3600")
Since the *creator* of the ticket is captured in Article History, you may be unsuccessful in your quest. OTRS 2.4 and 3.0 on Linux with MySQL database connected to an Active Directory for Agents and Customers. Please edit your signature to include your OTRS version, Operating System, and database type. Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so. Additional Help Master Post

by Romaing 02 May 2012, 09:09 Thanks crythias, using CustomerUserId works great instead of CustomerId OTRS 3.1.5 on Ubuntu 12.04 Database: MySQL
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Module: FAQ Romaing OTRS expert Posts: 60 Joined: 30 Mar 2012, 15:20 Top

by Cheesypuffs 20 Jun 2012, 10:57 Just jumping on the bandwagon here.... In AgentDashboardTicketGeneric.dtl, I have added the following to add a Owner column to the Dashboard Ticket view: <div title="$QData{"Owner"}">$QData{"Owner","20"}</div> However, I am seeing the Owner Id (e.g. BloggsJ) whereas I would like to see the owner firstname and lastname (e.g Joe Bloggs) Is this possible? Cheesypuffs OTRS newbie Posts: 10 Joined: 20 Jun 2012, 10:50 Top

by crythias 20 Jun 2012, 16:21 Cheesypuffs wrote: I would like to see the owner firstname and lastname (e.g Joe Bloggs) Is this possible?
Not without coding. What I posted above is all that you'll get. posting.php?mode=reply&f=60&t=5156#pr58480 OTRS 2.4 and 3.0 on Linux with MySQL database connected to an Active Directory for Agents and Customers. Please edit your signature to include your OTRS version, Operating System, and database type. Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so. Additional Help Master Post
crythias Moderator Posts: 4090 Joined: 04 May 2010, 18:38 Location: SouthWest Florida, USA Website Top Display posts from previous: Post a reply 33 posts Page 1 of 1 Return to Howtos Jump to: Sort by
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OtterHub E.V. - OTRS Community - View Topic - Some Changes To .DTL and .PM Files.

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OtterHub e.V. - OTRS Community View topic - Some changes to .dtl an...

OtterHub e.V. - OTRS Community

Some changes to .dtl and .pm files.

Some changes to .dtl and .pm files.

Code: Select all

if ( $Param{UntilTime} < -1 && $Self->{HighlightColor2} ) { $Param{PendingUntil} .= " OVERDUE</font>"; }

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Posts: 7492 Joined: 26 Jan 2007, 14:50 Website Top

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Re: Some changes to .dtl and .pm files.

Posts: 39 Joined: 04 May 2011, 21:03 Top

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Posts: 418 Joined: 17 Mar 2011, 14:40 Location: Russia Top

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Then grab alias or login, perhaps?

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# (general escalation info of nearest escalation type)

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