Owner of ticket it Customer Ticket Zoom View

[raistlin86]

Hi.
I have problem with displaying owner of ticket in customer ticket zoom after upgrade OTRS to version 3.3.7. I set Ticket::Frontend::CustomerTicketZoom###AttributesView (i set 1 next to Owner). After that in customer ticket zoom in information field is displaying "Owner : " (empty after colon). What should I change to see first and last name of owner in Informations field?

[crythias]

It's really not important to the customer who the owner is, until the agent communicates with the customer.

[raistlin86]

Hi.
It's important to one of our customer. Besides it should work after set Ticket::Frontend::CustomerTicketZoom###AttributesView.

[crythias]

what did you upgrade from? I'm not able to replicate this issue.

[mantyyzz]

Hello , I have the same problem in my otrs 3.3.8 with mysql in debian.

In sysconfig Ticket::Frontend::CustomerTicketZoom###AttributesView I enabled owner attribute (set it to 1) . But in customer ticket zoom view there is only text Owner , and no owner name , how to fix this ?

I added picture for this problem.

[mantyyzz]

Can anyone response ?

[crythias]

screenshot of agent side where it shows owner?

[Momo]

We have the same issue here, you can see the ticket from the customer.pl view (Owner-information is "Besitzer:" in german) which is empty:

Customer.PNG

[Momo]

Same ticket viewed from the Agent frontend and you can see: I am the owner of my own test ticket:

Agent.PNG

I have set Ticket::Frontend::CustomerTicketZoom###AttributesView Owner to 1. That's a setting I carry around since version 2.4.something. It also worked on 3.2. but that stopped working when I updated to 3.3.8 this week. Has somebody an idea what happened here and what to do to reenable this? Due to holidays or sickness we often change the ticket owner. And the user needs to know who is working on their ticket at the moment (so he knows who to call). This is why that's an important feature for us.

[crythias]

You can meanwhile have the current owner be human and provide his contact information.

There might be a bug but I haven't seen this not work in 3.3.4, but I haven't yet tried it in 3.3.8

[Momo]

Well that WOULD be a good workaround, but to be honest: I know our User Helpdesk guys. That wouldn't work. But: I could use the event "TicketOwnerUpdate" to send a message to the ticket creator whenever the owner changes. Disadvantage here is that users will notice a game some of the Helpdesk guys are playing very often. It's called Ticket Ping-Pong ("Hey B, I got a ticket for you. Here, mate." - "Hey C, I got a ticket from A and I want you to do it." - "Hey D, A gave me a ticket but I don't know what to do here?" - "Hey A, you gave B a ticket, B gave it to C, C gave it to me and I'll give it back to you because this is clearly your responsibility, dude." - "Hey B, I have my hands full for today, can you please do this?" - "Hey C, A gave me this ticket..." and so on)

[Momo]

I searched the open bugs if someone already reported this. After I found nothing I made a report: http://bugs.otrs.org/show_bug.cgi?id=10694

[RonBrisola]

I had the same problem today and I manage to display the owner name editing the CustomerTicketZoom.pm

It seems that the sub _Mask {..} wasn't receiving a parameter with the OwnerID information, so I created a new param TicketOwnerID where the sub is called (line 793):

Code: Select all

    
    $Output .= $Self->_Mask(
        TicketID   => $Self->{TicketID},
        ArticleBox => \@ArticleBox,
        %Ticket,
        TicketState   => $Ticket{State},
        TicketStateID => $Ticket{StateID},
        TicketOwnerID => $Ticket{OwnerID},    # <== insert this line
        %GetParam,
        %ACLCompatGetParam,
        DynamicFieldHTML => \%DynamicFieldHTML,
    );

Then, where the OwnerName is "printed" I changed the parameter name (line 984):

Code: Select all

        #my $OwnerName = $Self->{AgentUserObject}->UserName(UserID => $Param{OwnerID});
        my $OwnerName = $Self->{AgentUserObject}->UserName(UserID => $Param{TicketOwnerID}); # <== new parameter name

I don't know if this is the better solution, since I don't have any knowledge about Perl, but it works for me.

I hope this will help.

Ronaldo.