Add "Responsible" column in search result

[rtouillet]

Hello,

I'm trying to have the view of all tickets for a some responsible users. So I go to search > Add responsible > Select my users and click run search. I indeed have the list of tickets for the responsible users, BUT I dot not have the Responsible column on my result view, meaning I need to open each ticket to know which user is responsible... So my question is: where can I modify the search result to have the Responsible person in the view? Is there any template to modify?

Many thanks for your help.

OTRS version is 3.0.9.

[jojo]

upgrade to 3.3.x

[rtouillet]

Hello jojo,

Thanks but I'm not really in charge of the application itself, so hard to do it... There's no other way to customize this view?

Many thanks.

[jojo]

only with file modification

[rtouillet]

OK, but could this file modification be done on the actual version? I mean I have access to the server and files on Windows, so if you can point me kind of actions or a document I can at least try.

Many thanks.

[jojo]

you should not change any file as you are not the responsible for the application

[rtouillet]

Funny answer I'm the system admin in charge of the OS/storage part, but I need to evaluate the change needed and then talk with the person in charge of the application to see what we can do to execute this change... So some help would be really appreciated.

Many thanks.

[crythias]

jojo's correct. The proper answer is to upgrade the application. You don't have authority to do that, per your own say-so. Why would we expect you have any other authority to make changes to production?

[jojo]

SO you want to perform a quickhack change on a application where you are not the responsible for (as you tell me in your last post)? This sounds like a severe issue.

Do the upgrade instead of changing code.

[rtouillet]

So if the only solution is : upgrade to the new version BECAUSE the shitty version I have can't be customize, fine. I'll discuss with my team. I was just looking for a more "easy" solution we could implement to avoid having to re-install / test / debug. The person in change don't even know what is Windows Server or even Linux so how can he ask you to change a file on the server. That's why I was asking myself on the forum. Anyway thanks

[crythias]

This isn't a fair response. 3.0.9 was released July 05, 2011. Since then, there have been 13 internal 3.0 releases (3.0.22 latest) released until July 9, 2013, including multiple security and bug fixes.

At the minimum, you should be on 3.0.latest. But in any case, any changes we'd provide would necessarily be broken in the expected update path.