resizing "ticket information" window

[sebdar]

Hi,

I have two questions. First one: In the agent dashboard in ticket preview...is it possible to resize the "Ticket Information" window and make it wider. Let me explain why I want to achieve that. I've added text box to my customer ticket using dynamic field, as I need second "text" box area. It can be several words in that field and when enabled in Frontend::Agent::Ticket::ViewZoom. ticket Information window does not display full text, and here is my second question. Is it possible to display that full text area (dynamic field) in the Article Preview (ticket preview) in agents dasboard, let's say after original text of the ticket? What I'm trying to achieve is that any extra info inputed into dynamic field will be displayed once you will preview a ticket in agents dashboard. Is that possible?
Thanks in advance.

[crythias]

.is it possible to resize the "Ticket Information" window and make it wider.

otrs/var/httpd/htdocs/skins/Agent/default/css/Core.PageLayout.css
find and modify width.

Is it possible to display that full text area (dynamic field) in the Article Preview (ticket preview) in agents dasboard, let's say after original text of the ticket?

Read /otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl
Note how the commented section indicates how to place a specific Dynamic Field.
Determine where you'd like that to be shown.

[sebdar]

Thanks for quick reply.

I've added following to the config file:

Code: Select all

<!-- dtl:block:ArticleDynamicFieldCPAction -->
                        <label>$Text{"$Data{"Label"}"}:</label>
<!-- dtl:block:ArticleDynamicCPActionLink -->
                    <p class="Value" title="$QData{"Title"}"><a href="$Data{"Link"}" target="_blank" class="DynamicFieldLink">$Data{"Value"}</a></p>
<!-- dtl:block:ArticleDynamicCPActionLink -->
<!-- dtl:block:ArticleDynamicCPActionPlain -->
                    <p class="Value" title="$QData{"Title"}">$Data{"Value"}</p>
<!-- dtl:block:ArticleDynamicCPActionPlain -->
                        <div class="Clear"></div>
<!-- dtl:block:ArticleDynamicFieldCPAction -->

where CPAction is my Field1, but unfortunately the dynamic text field is not showing up in the article area. Is it the correct one and where exactly in the config file should I use it?

[crythias]

ArticleDynamicCPActionLink
maybe .,..
ArticleDynamicField_CPActionLink?

[sebdar]

I've tried this:

Code: Select all

<!-- dtl:block:ArticleDynamicField_CPAction -->
                        <label>$Text{"$Data{"Label"}"}:</label>
<!-- dtl:block:ArticleDynamicField_CPActionLink -->
                    <p class="Value" title="$QData{"Title"}"><a href="$Data{"Link"}" target="_blank" class="DynamicFieldLink">$Data{"Value"}</a></p>
<!-- dtl:block:ArticleDynamicField_CPActionLink -->
<!-- dtl:block:ArticleDynamicField_CPActionPlain -->
                    <p class="Value" title="$QData{"Title"}">$Data{"Value"}</p>
<!-- dtl:block:ArticleDynamicField_CPActionPlain -->
                        <div class="Clear"></div>
<!-- dtl:block:ArticleDynamicField_CPAction -->

and this:

<!-- dtl:block:ArticleDynamicField_CPAction -->
<label>$Text{"$Data{"Label"}"}:</label>
<!-- dtl:block:ArticleDynamicField_CPAction_Link -->
<p class="Value" title="$QData{"Title"}"><a href="$Data{"Link"}" target="_blank" class="DynamicFieldLink">$Data{"Value"}</a></p>
<!-- dtl:block:ArticleDynamicField_CPAction_Link -->
<!-- dtl:block:ArticleDynamicField_CPAction_Plain -->
<p class="Value" title="$QData{"Title"}">$Data{"Value"}</p>
<!-- dtl:block:ArticleDynamicField_CPAction_Plain -->
<div class="Clear"></div>
<!-- dtl:block:ArticleDynamicField_CPAction -->

still..nothing

Is there any specific place in the srcipt that it has to be inserted or palce where the example is enough ?

[crythias]

Sorry. I didn't read it close enough... first, make sure the field is actually enabled for ticketzoom (SysConfig)

Try this.

Code: Select all

<!-- dtl:block:ArticleDynamicFieldCPAction -->
                        <label>$Text{"$Data{"Label"}"}:</label>
<!-- dtl:block:ArticleDynamicFieldCPActionLink -->
                    <p class="Value" title="$QData{"Title"}"><a href="$Data{"Link"}" target="_blank" class="DynamicFieldLink">$Data{"Value"}</a></p>
<!-- dtl:block:ArticleDynamicFieldCPActionLink -->
<!-- dtl:block:ArticleDynamicFieldCPActionPlain -->
                    <p class="Value" title="$QData{"Title"}">$Data{"Value"}</p>
<!-- dtl:block:ArticleDynamicFieldCPActionPlain -->
                        <div class="Clear"></div>
<!-- dtl:block:ArticleDynamicFieldCPAction -->

The relevant code is in Kernel/Modules/AgentTicketZoom.pm:

$Self->{LayoutObject}->Block(
Name => 'ArticleDynamicField' . $DynamicFieldConfig->{Name},
...
$Self->{LayoutObject}->Block(
Name => 'ArticleDynamicField' . $DynamicFieldConfig->{Name} . 'Link',
...
$Self->{LayoutObject}->Block(
Name => 'ArticleDynamicField' . $DynamicFieldConfig->{Name} . 'Plain',

etc.

[sebdar]

now I'm confused.

That code is already in my /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl

Code: Select all

<!-- dtl:block:ArticleDynamicFieldCPAction -->
                        <label>$Text{"$Data{"Label"}"}:</label>
<!-- dtl:block:ArticleDynamicFieldCPActionLink -->
                    <p class="Value" title="$QData{"Title"}"><a href="$Data{"Link"}" target="_blank" class="DynamicFieldLink">$Data{"Value"}</a></p>
<!-- dtl:block:ArticleDynamicFieldCPActionLink -->
<!-- dtl:block:ArticleDynamicFieldCPActionPlain -->
                    <p class="Value" title="$QData{"Title"}">$Data{"Value"}</p>
<!-- dtl:block:ArticleDynamicFieldCPActionPlain -->
                        <div class="Clear"></div>
<!-- dtl:block:ArticleDynamicFieldCPAction -->

What exactly and where should I input in Kernel/Modules/AgentTicketZoom.pm?

I've tried single line, I've tried all of them. Sorry my programming skills are not very good.
If I insert one line or all of them Dashbaord crashes...

[crythias]

now I'm confused.

Me, too

That code is already in my /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl

Really? OK. the first time you posted, some of the lines did not include the word Field
The second time you posted, you followed my (misinformed) logic and added Field and underscores.
The third time you posted, you told me the code I told you is already in your dtl.

What exactly and where should I input in Kernel/Modules/AgentTicketZoom.pm?

Don't do anything with AgentTicketZoom.pm. The point of me posting the code is to show where the word Field was missing from the comments of the .dtl (to confirm what I posted should be accurate).

If I insert one line or all of them Dashbaord crashes...

There would be a log entry of some sort. Whatever it says will be helpful.

[sebdar]

By it's there I meant that I copied and pasted it as you suggested. Sorry for the confusion.

I'm not touching pm config anymore. Still I have no Dynamic fields in article. Only in the sidebar.

Also in my sysconfig I have all my dynamic fields enabled ( Frontend::Agent::Ticket::ViewZoom)

Edit1: Ignore me i got it working now. Thanks for all your help.

Edit2: Is it possible to use the same Dyanmic Field to display in the customer ticket article? Let me explain what I'm trying to achieve. whenever Customer opens a new ticket. Fills out dynamic field "CPAction" (set as textarea, object article). I'm trying to get that displayed both in the agent ticket preview (already working) and in customer. At the moment it only works for agent... For customer it's being displayed under subject and trimmed to certain number of characters. Is there an option to increase number of characters or simply get it displayed underneath the text?