[SOLVED] OpenTickets link in AgentTicketZoom reports Company Tickets

[tzarot]

Hello to everyone,

I am trying to make OTRS to report correct number of tickets per CustomerUser since I use the CustomerCompany grouping CustomerUsers logic.
Though I have managed to achieve this, (thanks to what I have read in viewtopic.php?t=10110) it is only done regarding the list of tickets presented at the bottom in e.g. a new phone ticket screen, by changing
AgentCustomerSearch.pm (overriding to be correct) and specifically the array:

@ViewableTickets = $Self->{TicketObject}->TicketSearch(
Result => 'ARRAY',
Limit => 250,
SortBy => [$SortBy],
OrderBy => [$OrderBy],
CustomerID => \@CustomerIDsEscaped,
CustomerUserLogin => $CustomerUserID, # Changed to show list of CustomerUser tickets
UserID => $Self->{UserID},
Permission => 'ro',
);

the link "Open Tickets" link shown in the right side of the screen or even the AgentTicketZoom screen reports the number of CustomerCompany tickets. I am trying to find the code that generates the link and the number reported to change it.

opentickets_link.png

Can anybody help?

Thanks in advance.
Greetings...

[crythias]

AgentDashboardCustomerIDStatus.dtl
dtl:block:ContentSmallCustomerIDStatusOpenTickets
Output/HTML/DashboardCustomerIDStatus.pm

Code: Select all

    $Count = $Self->{TicketObject}->TicketSearch(
        StateType  => 'Open',
        CustomerID => $CustomerIDSQL,
        Result     => 'COUNT',
        Permission => $Self->{Config}->{Permission},
        UserID     => $Self->{UserID},
        CacheTTL   => $Self->{Config}->{CacheTTLLocal} * 60,
    );

Summary: count of open tickets that the current user has access to see. versus cache'd values.

[tzarot]

Solved. By pure luck I stumbled on the solution:

The article http://permalink.gmane.org/gmane.comp.otrs.cvs/48243 gave me an idea. Lets search for CustomerUserLogin in Sysconfig and see if it is 1. The article said that 1 would make the system to search by CustomerUserLogin.

In SysConfig in Frontend::Customer I found Frontend::CustomerUser::Item###15-OpenTickets and in the contained list of entries there was one CustomerUserLogin = 0. Changed it to CustomerUserLogin = 1 and everything worked as I expected. No in AgentTicketZoom and also in New Ticket screens as soon as I choose a CustomerUser I see the correct number of his/her open tickets.

new_open.PNG

I have to say it seemed little awkward in the beginning because I am used to think that Customer relates to Customer Portal only.

Thanks for reading.

[tzarot]

Thank you crythias. Yesterday while searching I greped both the specific files while looking for CustomerUser relevant keywords. But unfortunately I could not figure out how to use the settings. Thanks indeed for the additional info. I am trying it right now...