Add tto/ttr_escalation_deadline into email and/or standard portal

[Franck]

Hello,

My users would like to know the time it takes for the support team to process their ticket (tto_escalation_deadline) in the email they receive after creating it.

They also want to know the time it takes to resolve their ticket (ttr_escalation_deadline) when they receive the email informing them that an agent has processed the ticket.

We were able to add and display the tto_escalation_deadline in the email, but it's zero.
Indeed, it seems that the tto_escalation_deadline is calculated after the email is sent.

We were able to send an email with a value, but it's in seconds. How can we translate it to dd:hh:mm?

The other option, simpler in my opinion, would be to be able to display theses informations on tickets in the standard portal, just as they but how ? :)

Example:
tto_escalation_deadline : 17h 47min
ttr_escalation_deadline : 6d 23h 16min

Do you have a solution that would allow us to communicate this information to our users?

Thanks for your help,
Franck

[Vincent @ Combodo]

Hi Franck,
With an iTop extension, it is possible to add to the "ticket-edit" form, the fields tto_escalation_deadline and ttr_escalation_deadline, into the twig

      <twig>
        <div class="row">
          <div class="col-sm-7">
            <fieldset>
              <legend>{{'Ticket:baseinfo'|dict_s}}</legend>
              <div class="col-sm-6">
                <div class="form_field" data-field-id="title" data-field-flags="read_only"/>
                <div class="form_field" data-field-id="service_id" data-field-flags="read_only"/>
              </div>
              <div class="col-sm-6">
                <div class="form_field" data-field-id="caller_id" data-field-flags="read_only"/>
                <div class="form_field" data-field-id="servicesubcategory_id" data-field-flags="read_only"/>
              </div>
              <div class="col-sm-12">
                <div class="form_field" data-field-id="description" data-field-flags="read_only"/>
                <div class="form_field" data-field-id="solution" data-field-flags="read_only"/>
              </div>
              <div class="col-sm-6">
                <div class="form_field" data-field-id="user_satisfaction" data-field-flags="read_only"/>
              </div>
              <div class="col-sm-6">
                <div class="form_field" data-field-id="user_comment" data-field-flags="read_only"/>
              </div>
            </fieldset>
          </div>
          <div class="col-sm-5">
            <fieldset>
              <legend>{{'Ticket:Type'|dict_s}} &amp; {{'Ticket:date'|dict_s}}</legend>
              <div class="col-sm-6">
                <div class="form_field" data-field-id="status" data-field-flags="read_only"/>
                <div class="form_field" data-field-id="impact" data-field-flags="read_only"/>
                <div class="form_field" data-field-id="urgency" data-field-flags="read_only"/>
                <div class="form_field" data-field-id="priority" data-field-flags="read_only"/>
              </div>
              <div class="col-sm-6">
                <div class="form_field" data-field-id="start_date" data-field-flags="read_only"/>
                <div class="form_field" data-field-id="last_update" data-field-flags="read_only"/>
                <div class="form_field" data-field-id="resolution_date" data-field-flags="read_only"/>
                <div class="form_field" data-field-id="agent_id" data-field-flags="read_only"/>
              </div>
            </fieldset>
          </div>
        </div>
        <div>
          <div class="form_field" data-field-id="contacts_list"/>
          <div class="form_field" data-field-id="public_log"/>
        </div>
      </twig>

[Franck]

Thank you Vincent,
We'll look into this track and see what the "twigs" are :p