Version

7.0.1

Other Versions

5.0.6, 6.0.3, 6.0.5, 6.0.6, 6.4.1, 6.5.1,

Uploaded by/on

reneeb on 12 May 2023

Framework

7.0.x

Links

Download Website

Description

Show rows in ticket overview (small) with different background colors.

NAME

TicketOverviewHooked - provide a simple mechnism to colorize rows in small ticket overview and in the agents' dashboard

DESCRIPTION

Sometimes it is necessary to identify "special" tickets very quickly. "special" can mean everything - maybe tickets that are in some way incomplete, tickets that represent orders of your goods or maybe tickets from VIPs.

To identify these tickets in the ticket overview (status view or queue view) it would be great to have the rows of these tickets colorized.

This package provides a simple mechanism to achieve this.

HOW IT WORKS

It is really simple: For every row a so called "hook" is called with the ticket id as a parameter. If the ticket meets some criteria, the hook as to return a color code (the hex code as used in HTML).

What happens if a ticket matches several hooks?

The hooks are prioritized (via SysConfig) and the hooks are called in priority order and as soon as one hook matches, the other hooks are not called. This is to ensure that the row is colorized with the most important color.

CONFIGURATION

There is only one config option that is really needed: TicketOverview::Hooks (Group Ticket, Subgroup TicketOverview). This is a hash where the keys represent the priority. The lower the priority the more important is the hook. The value is the module name that implements the hook.

This package comes with one sample hook that identifies tickets in the queue "Junk".

OWN HOOKS

To write own hooks is really easy for everyone who knows a bit of Perl and OTRS. A hook is a Perl module that meets some requirements:

• Object oriented

  The hook needs to be implemented with object orientation and a method named new (that is the constructor). Everybody who has written some OTRS modules yet, should know this.

• Run()

  The Run method gets the ticket ID as a parameter and this method has to return the hex value of the color if the ticket meets the criteria - undef otherwise.

Example

  sub Run {
      my ( $Self, %Param ) = @_;

      my $LogObject    = $Kernel::OM->Get('Kernel::System::Log');
      my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
      my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
  
      # check needed stuff
      for my $Needed (qw(TicketID)) {
          if ( !$Param{$Needed} ) {
              $LogObject->Log(
                  Priority => 'error',
                  Message  => "Need $Needed!",
              );
              return;
          }
      }
  
      my %TicketData = $TicketObject->TicketGet(
          TicketID => $Param{TicketID},
      );
  
      return if $TicketData{Queue} ne 'Junk';
      return $ConfigObject->Get('Hook::Junk'); # cdcdcd
  }

LICENSE AND AUTHOR

Author: Renee Baecker <opar@perl-services.de> License: AGPL 3