show escalation solution time on statusview

[leocertuche]

Hello there!

Our customer would love to see Escalation Solution Time on his StatusView instead of Age. I tried to insert it using the same variables that appear at AgentTicketZoom.dtl (SolutionTimeHuman and SolutionTimeWorkingTime) but they show nothing. Is there any whay to show Escalation Solution Time on AgentTicketOverviewSmall.dtl with human time?

Thanks,

[crythias]

Take a look at my post here: http://forums.otrs.org/viewtopic.php?f=60&t=5156, specifically the Kernel/Language.pm entry. I think it might help, at least in the Kernel/Language.pm part.

There's the issue of which "code word" to use as well, but if the Escalation time is stored as epoch time, this would help show the exact date.

[crythias]

oops. I think ... SolutionTimeHuman is the answer. But CustomerTicketPrint.dtl shows:

Code: Select all

<tr>
                <td class="contentkey">$Text{"Solution Time"}:</td>
                <td class="contentvalue">$TimeShort{"$QData{"SolutionTimeDestinationDate"}"}</td>