Time Units / Customer Info

[DiamondJoe]

Hi All,
Was wondering if somebody could point my mose in the right direction... I've been using OTSR 3.1.7 for all of three days (part-time) and it's doing all I want to or need to do apart from one
little thing. My scenario is I don't have any internal clients just external, while they are good, sometimes are a bit late in their payments and was hoping that information could be easily gathered at time of issuing a new ticket to them if they ring in or email (without digging that info out of my finance system)- looking over at the customer info you can see the first & last name and the number of open tickets etc.

Is it possible to configure that panel to also display the cumulative "Time units (work units):". My thinking was that when they do make a payment I could issue them a new ticket - but with a negative value for the time units field and a nice email sent back to them thanking them for the payment.... (I tried putting in a negative number into the time field on a test ticket so it should work in theory, just need to know the admin setting or do I have to do some dirty work?) Any info is appreciated.

Cheers

[DiamondJoe]

IS this the sort of thing I'm after ??? viewtopic.php?t=11634&p=45729

[crythias]

Here's the thing ... when you have x months or x years of time units, is this helpful information for your goal?

The relevant code is in Kernel/Modules/AgentTicketZoom.pm

Code: Select all

    # show total accounted time if feature is active:
    if ( $Self->{ConfigObject}->Get('Ticket::Frontend::AccountTime') ) {
        $Ticket{TicketTimeUnits} = $Self->{TicketObject}->TicketAccountedTimeGet(%Ticket);
        $Self->{LayoutObject}->Block(
            Name => 'TotalAccountedTime',
            Data => \%Ticket,
        );
    } 

TicketAccountedTimeGet()
returns the accounted time of a ticket.

Code: Select all

    my $AccountedTime = $TicketObject->TicketAccountedTimeGet(TicketID => 1234);

Unfortunately, there isn't a quick "get all time for customer"

There are ways to get that and other information, but to display it ... requires some work.

[kalyana1315]

Hi hello all

Time Unit working fine just added CustomerTicketZoom.dtl

Information option :

<li> <span class="Key">$Text{"Accounted time"}:</span> <span>$Data{"TicketTimeUnits"}</span>

now customer info display

Accounted time: 0 if need change Accounted time as Time unit.

Thank you

[asupkma]

Hi hello all!
And for OTRS 4 to show Acoounted Time on client's view we need just to modify /Kernel/Output/HTML/Standard/CustomerTicketZoom.tt
like this (pointed Bold)

[% RenderBlockStart("SLA") %]
<li><span class="Key">[% Translate("SLA") | html %]:</span> <span title="[% Translate(Data.SLA) | html %]">[% Translate(Data.SLA) | html %]</span></li>
[% RenderBlockEnd("SLA") %]
[% RenderBlockStart("State") %]
<li><span class="Key">[% Translate("State") | html %]:</span> <span title="[% Translate(Data.State) | html %]">[% Translate(Data.State) | html %]</span></li>
<li> <span class="Key">[% Translate("AccountedTime") | html %]:</span> <span title="[% Translate(Data.AccountedTime) | html %]">[% Translate(Data.TicketTimeUnits) | html %]</span></li>
[% RenderBlockEnd("State") %]

[davidkrotil]

Hello,
I have OTRS version 5, added it to CustomerTicketZoom.tt , but nothing changed, still don´t see Accounted time on customers view.

Regards

David

[davidkrotil]

Anyone ?