Reorder values in selectboxes

[artjoms15]

Hello
I understand that this question is more connected with web-design, but where is ordering set up for otrs selectboxes in Customer view? I mean Ticket Type and Services
It would be really convenient not to sort options in alphabetical order, but e.g. in order the service (or Type) is mostly used, so customers shouldn' t pull the mouse all over the table to reach neccessary value
Thanks in advance

[yuri0001]

Try to add number to before type or service name such as - 01_Incident, 02_rfc, 03_problem ets.
It's saw not very nice but work properly.

[artjoms15]

Thank You for advice, but I think that users won' t be too happy to see these numbers, so today will try to go into the OTRS code and find where is the sorting made, maybe will be able to implement some kind of manual ordering list... e.g. will make a field in a database for each service with the service priority number and will arrange services based on it. I already have vision what I want to achieve, but still lack some technical knowledge to implement it

[artjoms15]

Found a workaround implemented in OTRS API. For example, while building service dropbox in CustomerTicketMessage.pm I changed Sort order from 'AlphanumericValue' to 'AlphanumericKey' and that allowed me to show services arranged based on their ID. In reality it might be enough for some unchangeable service list... but still right now I think of hacking the code and implementing one more Sort option based on new column in Service table

BR,
A.

[yuri0001]

It's very interesting. While implement it, please post it here
Sorry my bad English!

[artjoms15]

Hello, Yuri!
Well, only some time ago had implemented this functionality in more or less useful way.
So steps for reproducing:

1) add new xml file to Kernel/Config/Files/...

Code: Select all

<ConfigItem Name="ServicePriority" Required="0" Valid="1">
        <Description Translatable="1">Allows to set sorting (by priority) for Services in Customer Interface (Artjoms@UCB).</Description>
        <Group>Ticket</Group>
        <SubGroup>Frontend::Customer::Ticket::ViewNew</SubGroup>
        <Setting>        
            <Hash>

            </Hash>
        </Setting>
    </ConfigItem>

This is a hash, which will connect desirable service with the priority (position) into the dropbox

2) In Customer Interface (CustomerTicketMessage.pm) change the generation of the Services string to this one:

Code: Select all

           $Param{ServiceStrg} = $Self->{LayoutObject}->BuildSelection(
            Data         => \%Service,
            Name         => 'ServiceID',
            SelectedID   => $Param{ServiceID},
            PossibleNone => 1,
            TreeView     => $TreeView,
            Sort         => 'IndividualValue',
            SortIndividual => \@ServicePriorityString,
		   Translation  => 0,
            Max          => 200,
            Class        => "Validate_RequiredDropdown ",
        );

Of course you will need the array ServicePriorityString and it can be get by receiving and transforming the hash from the Sysconfig options just before the generation of selectbox
Like this:

Code: Select all

    # services
	#generate emty string
	my @ServicePriorityString = (); 
	#if option is received
	if ( $Self->{ConfigObject}->Get('ServicePriority') ) {
       foreach my $ServCount (sort (keys %{ $Self->{ConfigObject}->Get('ServicePriority') } )) {
			push(@ServicePriorityString, $Self->{ConfigObject}->{ServicePriority}->{$ServCount}) ;
	}
	}
	

Here you go, hope it will help someone