[SOLVED] 2.4 style colors in ticket history

[shaitand]

Previously we enjoyed the coloring in 2.4 of different types outbound - green, internal - red, external - white, etc. for the articles displayed in ticket history.

When we upgraded to 3.0 we had apply some custom css extracted from a theme which got blown away upon upgrading to 3.1. Reading this https://otrsteam.ideascale.com/a/dtd/co ... 0409-10369 it appeared that this had been put into 3.1 with the option mentioned in the moderator comment.

Unfortunately, as far as I can tell that actually just colors internal notes red. It doesn't mark outbound as green. So there is no quick visual way to scan through the articles for customer messages vs agent replies.

Does anyone know how to restore green lines as well as the red in 3.1?

[jojo]

check if your update went wrong and some files are missing or not loaded. The 3.1 has the same colors like the 2.x versions available

[shaitand]

check if your update went wrong and some files are missing or not loaded. The 3.1 has the same colors like the 2.x versions available

You were right something wasn't right in the upgrade. Removing from rpm database and reinstalling appears to have brought all three colors.

However the colors aren't applied as they were in 2.4 they are applied like they were in the theme that was put out as the 'fix' for this in 3.0. In 2.4 outbound emails were green, external emails were white, and internal were red. Now the external are green (it might be making a distinction for agent vs non-agent external which 2.4 did not) and agent - email-outbound are white rather than green.

It's very odd that this could be partially or incorrectly applied. It seems like this should be a few lines in a .css file somewhere.

[shaitand]

Yup here is the problem. It's a bug.

In the updated var/httpd/htdocs/skins/Agent/default/css (could be customer as well, haven't looked yet) .agent-email-outbound isn't included in the Agent article types. The corresponding hover is missing as well.

/*
* Agent article types
*/
.UseArticleColors .agent-phone > td {
background: green url(../img/gradient_light.png) repeat-x !important;
}
.UseArticleColors .agent-email-external > td {
background: green url(../img/gradient_light.png) repeat-x !important;
}
.UseArticleColors .agent-email-internal > td {
background: red url(../img/gradient_light.png) repeat-x !important;
}
.UseArticleColors .agent-note-external > td {
background: black url(../img/gradient_light.png) repeat-x !important;
}
.UseArticleColors .agent-note-internal > td {
background: red url(../img/gradient_light.png) repeat-x !important;
}



In my 3.0 installation (there is no UseArticleColors because that wasn't available then).

/**
* Agent article types
*/
.agent-phone > td {
background: green url(../img/gradient_light.png) repeat-x !Important;
}
.agent-email-external > td {
background: green url(../img/gradient_light.png) repeat-x !Important;
}
.agent-email-internal > td {
background: red url(../img/gradient_light.png) repeat-x !Important;
}
.agent-note-external > td {
background: black url(../img/gradient_light.png) repeat-x !Important;
}
.agent-note-internal > td {
background: red url(../img/gradient_light.png) repeat-x !Important;
}
.agent-email-outbound > td {
background: green url(../img/gradient_light.png) repeat-x !Important;
}

[jojo]

Hi,

agent-email-outbound is not an offical article type. The correct one is agent-email-external

[shaitand]

agent-email-external is an email sent into the system from an external email client with a from address matching an agent. agent-email-outbound is the type mapped to an email sent out to the customer via an "empty answer" within the ticket.

[jojo]

Hi,

it seems that you "invented" an new article type. The offical set one in Kernel/Modules/AgentTicketCompose.pm is ArticleType => 'email-external',