otrs 3.3.5 AgentTicketOverviewSmall.dtl

[shailesh]

I enable ITSMDueDate from Frontend::Agent::TicketOverview (screen shot itsmduedate.png)

but still it not showing dynamic field in ticket setting page (ticket_setting.png)

i think this is bug in 3.3.5

[jojo]

is this field named, like it? is it a ticket dynamic field (article dynamic field won't work!)

[shailesh]

hi jojo thanks for reply this is ticket dynamic field

[jojo]

the ticket setting page is not by the sysconfig settings you posted (it's autogenerated). Did you delete the caches after creating the field? Is there at least one ticket where the field is filled?

[shailesh]

yes I delete catche after setting (otrs.DeleteCache.pl) and yes there are some tickets where this field is filled..

[jojo]

then you should have DueDate in the left column (the label is shown there)

[shailesh]

yes ideally this should be but in my case due date option or / ITSMDueDate option not visible

that is the actual problem

I install OTRS3.3.5 on 2 different server

is there any other setting ? how can I solve this problem ?

[crythias]

you showed a picture with Due Date filled...? If the field has a value it will show.

[shailesh]

sorry but i am not getting your point crythias ... I attached almost all setting pic ... can you tell me what the mean by field value ?

by all this pic you can guide me where I am making mistake if you want any other setting info I can attach here (only this I can do )

thanks for your input

[crythias]

I'm sorry. It's the only English I know how to speak.

Due Date is a Field. The name is "Due Date" the value is "03/03/2014 19:10".

If "Due Date" is empty/does not have a value, it will not show up.

[shailesh]

but due date is not empty (screen shot) ; and still it's not visible in setting section (either available or visible column section)

[crythias]

but due date is not empty (screen shot) ; and still it's not visible in setting section (either available or visible column section)

The proper phrasing of your question is: How can I show Due Date as a column in TicketOverviewSmall?

On the Dashboard, you would be able to see all ITSM columns as available columns (and you should have typed "Due" in the "Filter available fields..." box to show us it didn't exist.)

On, for instance, Status View, Open Tickets, clicking settings, same answer.

[shailesh]

Thanks Crythias

I am not able to see itsm field / due date field in available column .
herewith I am attaching two images with filter parameter please tell me if I miss any configuration with related to this.
(I already attached some screen shot here but if there is anything else please let me know I will submit)

[jojo]

did you also search for Due?

[shailesh]

yes .....

[crythias]

What's the package status for ITSM?

[yuri0001]

Hi!
For TicketOverview in SysConfig there are some fields available to configure in Overviews and as comment for this parameter says you can't add fieilds to this list. One way is to replace some fields in this list with needed for you, such as ITSMDueDate.

[shailesh]

hi crythias my itsm version is 3.3.5
hi ninja your solution was interesting but unfortunately this is also not working for me

even though in DefaultOverviewColumns section this field is not visible .....
guys if you want any configuration file or table view please let me know I will share those files here .....

is there any other configuration file in oTRS 3.3.5 regarding this like default.pm or config.pm or any other .xml file ....

I also try to create freetext dynamic field but this field also not visible ....

hmmm it seems I am the only guy who is facing this problem ?

Thanks & Regards

[yuri0001]

SysConfig in Ticket -> Frontend::Agent::Ticket::ViewQueue --> Ticket::Frontend::AgentTicketQueue###DefaultColumns - replace not needed field here with your ITSMDueDate and 1 or 2 as value for it.

[shailesh]

hi yuri0001

I did exactly what you said but it's only changed label of column (modified "Service" column with "ITSMDueDate" and it reflect on front page in setting section in available column (ITSMDueDate not Due Date; ITSMDueDate is key and Due Date is label) but not fetching any due date although due date in database)

I think there should be some setting in coding part itself for dynamic field like true or false (1 or 0).
I remember somewhere in this forum a guy post solution like this. some thing like DynamicField =>1 (default value was 0) but don't know where I suppose to make change...

some one from OTRS core may be help here; may be my file itself is corrupt but I already install 3-4 time on different machine and every time I download fresh OTRS folder from otrs site and problem is same ... don't know what could be the reason

[yuri0001]

Hi!
All dynamic fields values are shown in tickets screens (such as TicketZoom) only if they enabled in SysConfig (Ticket::Frontend::AgentTicketZoom###DynamicField)
and his value was entered while ticket creating or editing (Note, FreeFields & ets.). If the field has no value it not displayed (not label nor value).
For Overview screens, if you configure it displaying in column and field has no value - his place would empty.

[shailesh]

in TicketZoom page it's visible (already attached screen shot ) I am taking about QueueView page; here dynamic field not visible ...

[yuri0001]

Are you put this field from Available columns to Visible part?

[shailesh]

of-course yes
I am attaching three files here (attachment sequence may be wrong but I follow all step in correct way)
I can't attach forth file which show due day present there in right block

[yuri0001]

Sorry, you are right!
I checked it on my system and it also not display any dinamic fields that are configured in Ticket -> Frontend::Agent::TicketOverview for small view and other params I wrote. For medium & preview it's work well.
In status view all displayed well as I wrote before.
May be it a Bug!
Try to open the BUG.

[shailesh]

Thanks Ninja for verifying it ; I log the bug here http://bugs.otrs.org/show_bug.cgi?id=10340