Responsible field shows login not name

[Tobosaku]

I need to do a small change to the AgentTicketOverviewSmall.dtl There we need another column to show the responsible agent for each ticket.
The column header was not an issue, I've used this which works fine:

Code: Select all

					
<th class="Responsible $QData{"CSS"}">
	<a name="OverviewControl" href="$Env{"Baselink"}Action=$Env{"Action"};$Data{"LinkSort"};SortBy=Responsible;OrderBy=$LQData{"OrderBy"}">$Text{"Responsible"}</a>
</th>

And now for the actual field with data I've tried the following:

Code: Select all

<td>
<div title="$QData{"Responsible"} }">$QData{"Responsible","15"}</div>
</td>

Unfortunately this shows the login of the responsible agent, not the name. I then looked into the TicketZoom where the name of the responsible is showed correctly, but I really do not understand how these two lines (one for the owner, the other one for the responsible) could show different names when they obviously look the same:

Code: Select all

<!-- dtl:block:Owner -->
                        <label>$Text{"Owner"}:</label>
                        <p class="Value" title="$QData{"UserFirstname"} $QData{"UserLastname"} ($QData{"UserLogin"})">$Quote{"$Data{"UserFirstname"} $Data{"UserLastname"}","18"}</p>
                        <div class="Clear"></div>
<!-- dtl:block:Owner -->
<!-- dtl:block:Responsible -->
                        <label>$Text{"Responsible"}:</label>
                        <p class="Value" title="$QData{"UserFirstname"} $QData{"UserLastname"} ($QData{"UserLogin"})">$Quote{"$Data{"UserFirstname"} $Data{"UserLastname"}","18"}</p>
                        <div class="Clear"></div>
<!-- dtl:block:Responsible -->

I've generally a lack of understanding where the data is really getting prepared for this (just as an example)... This is not my main question, I would be perfectly fine if you could give me some help what I have to use to get displayed the firstname and lastname of the responsible in the Ticket Overview.

Many thanks in advance... Ah and just to mention, I tried a lot of things but posting them is for no use, as they didn't work. And surely enough I tried to find a respective thread here in the forum, but strangewise the solution there did not work for me: viewtopic.php?f=62&t=17108&p=66333

[jojo]

Switch to OTRS 3.3.x as fields can be assigned to the small views via config (Drag & Drop)

[Tobosaku]

Well there have been quite a lot changes in our OTRS intsallation and this would be the (supposedly) last change for a while... Thats why we are quite afraid to update to be honest. I would very welcome a solution for this without a need to update the OTRS itself to 3.3.

[jojo]

Thats a deadlock...

Fearing an upgrade because of to much changes causes more changes

[Tobosaku]

I can't do anything than agree. But we just have a single "live" OTRS installation (don't mention it, I'm fully aware that this is not at all a "reasonable setup") and before we even consider an update there has to be a revision control so we can just switch back to a fulling working revision if needed. Just my two cents, not my responsibility to decide this.

But anyway, right now at this point the decision to update OTRS did not happen. Don't get me wrong, it's not the intention to never ever update OTRS again... If there would be major change we could solve easily in 3.3 but not in 3.2.x then an update would be the decent way to go. But as far as I am able to understand, the change discussed here shouldn't be that time consuming so an update of OTRS would be the only way to go.

[crythias]

there has to be a revision control so we can just switch back to a fulling working revision if needed.

git helps. also, filesystem and database backups which ... you should be already doing.

prepare for disaster now. Upgrade is a disaster recovery scenario. Test it.

[Tobosaku]

Sure there are backups, and for sure I know about git. I understand what you are doing, but... on the other hand I'm sure you understand that if you need a small change today it is far away from effective to test a disaster scenario or do a complete update of the installation instead.

Please feel not offended, your way of "helping others to help themselves" is the completly right way to go in such a forum. But please try to understand that my concern here was a totally different one comparing to the topics we are currently discussing

Be ensured that I will make OTRS update to 3.3 an urgent topic in our team, but please (going down on my knees) help me meanwhile with the problem described here in this topic.

[Tobosaku]

Sorry for double-posting. But as I believe to know you guys you would welcome to hear that the issue regarding our outdated OTRS version has been discussed. The update will take place soon, we are currently checking how much person hours we have to invest. The plan is to do it in may and further ensure to have OTRS updated regularly.


Anyway I would ask you to keep this thread open, hopefully I get an answer even if this will be a thing of a few seconds in OTRS 3.3.6

[crythias]

But please try to understand that my concern here was a totally different one comparing to the topics we are currently discussing

Well, the thing is: there's probably some significant amount of programming necessary to do the thing you wish relative to this topic.
By default, you're going to retrieve the values that are assigned to the ticket table's record for that ticket. This would be the username/login of the responsible.
There's a possibility that an adaptation of this post changing customer for responsible (requires knowledge of OTRS API) could work for you. And this post may also be of interest.
However, considering the significant changes to 3.3, the effort required to implement for responsible might be lost after upgrade.

Alternative to that, I'd check to see if there's code (see OTRS GitHub) in the 3.3.latest version that accounts for your request and figure how to retrofit it. Maybe it can, maybe it can't. Again, time invested to do this vs upgrade.

Your request isn't trivial in the sense of "Oh, just check this box", though :).

[Tobosaku]

Ok, I see... well then I guess waiting for the update ist indeed the way to go. Thought it can be done easy and I'm just not aware of how to do it.
Anyway I will have a look at your input, at least to learn more about how to use the OTRS API.

Thanks, for your help!

[fex]

hi Tobosaku,
I had the exact same problem.
But I solved it

Got OTRS 3.2.4 hope my solution works for you.

Made changes in AgentTicketOverviewSmall.dtl at line 102-104 and line 216-221.
Also made changes in TicketOverviewSmall.pm at line 493-496 and line 539-545.
I'll also upload the files. Made to simple text-files because you can#t upload .dtl.

Sorry for my bad english....

Greetings from Germany
fex