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Knowledge Base - Admin View page timeouts

Freestyle Support Portal Support Admin Temapltes

Some installations are not importing the correct template definitions from the install xml correctly. This is resulting in page timeouts when trying to view support ticket in the admin view. If anyone has a site where this is happening and can allow us ftp and admin access so we can track down the cause if the issue we would be very grateful.

The setting can be found under Components -> Freestyle Support Portal -> Templates, in the Support tab. If you template is not working correctly, select a "Custom" template and use the code from below.

Classic Template

Header

<tr>
    <th colspan="2">%TICKET_REF%</th>
    <th>%STATUS%</th>
    <th>%USER%</th>
    <th>%LAST_UPDATE%</th>
    {if,showassigned}
    {if,hidehandler,0}
    <th>%ASSIGNED_TO%</th>
    {endif}
    {endif}
    {if,view,'closed'}
    <th>%ARCHIVE%</th>
    {endif}
    {if,view,'archived'}
    {if,candelete}
    <th>%ARCHIVE%</th>
    {endif}
    {endif}
</tr>

Ticket Row

{set,cols,4}
{if,showassigned}
{if,hidehandler,0}
    {set,cols,5}
{endif}
{endif}
<tr {trhl}>    
        <td rowspan="2"></td>
    <td colspan='{cols}' class='fss_ticket_title'>
        {subject}
        <div style='float:right'>
            {icons}
        </div>
    </td>
    
    {if,view,'closed'}
    {if,candelete}
    <td nowrap class='fss_ticket_title'>{deletebutton}</td>
    {endif}
    
    {if,candelete,0}
    <td nowrap class='fss_ticket_row' rowspan='2'>{archivebutton}</td>
    {endif}
    {endif}
    
    {if,view,'archived'}
    {if,candelete}
    <td nowrap class='fss_ticket_row' rowspan='2'>{deletebutton}</td>
    {endif}
    {endif}
</tr>

<tr {trhl}>

    <td class='fss_ticket_row'>{ref}</td>
    <td class='fss_ticket_row'>{status}</td>
    <td class='fss_ticket_row'>{name}</td>
    <td class='fss_ticket_row'>{lastactivity}</td>

    {if,showassigned}
    {if,hidehandler,0}
    <td class='fss_ticket_row'>{handlername}</td>
    {endif}
    {endif}

    {if,view,'closed'}
    {if,candelete}
    <td nowrap class='fss_ticket_row'>{archivebutton}</td>
    {endif}
    {endif}
</tr>

Classic With Priority

Header

<tr>
    <th colspan="2">%TICKET_REF%</th>
    <th>%STATUS%</th>
    <th>%PRIORITY%</th>
    <th>%USER%</th>
    <th>%LAST_UPDATE%</th>
    {if,showassigned}
    {if,hidehandler,0}
    <th>%ASSIGNED_TO%</th>
    {endif}
    {endif}
    {if,view,'closed'}
    <th>%ARCHIVE%</th>
    {endif}
    {if,view,'archived'}
    {if,candelete}
    <th>%ARCHIVE%</th>
    {endif}
    {endif}
</tr>

Ticket Row

{set,cols,5}
{if,showassigned}
{if,hidehandler,0}
    {set,cols,6}
{endif}
{endif}
<tr {trhl}>    
    <td rowspan="2"></td>
    <td colspan='{cols}' class='fss_ticket_title'>
        {subject}
        <div style='float:right'>
            {icons}
        </div>
    </td>
    
    {if,view,'closed'}
    {if,candelete}
    <td nowrap class='fss_ticket_title'>{deletebutton}</td>
    {endif}
    
    {if,candelete,0}
    <td nowrap class='fss_ticket_row' rowspan='2'>{archivebutton}</td>
    {endif}
    {endif}
    
    {if,view,'archived'}
    {if,candelete}
    <td nowrap class='fss_ticket_row' rowspan='2'>{deletebutton}</td>
    {endif}
    {endif}
</tr>

<tr {trhl}>
    <td class='fss_ticket_row'>{ref}</td>
    <td class='fss_ticket_row'>{status}</td>
    <td class='fss_ticket_row'>{priority}</td>
    <td class='fss_ticket_row'>{name}</td>
    <td class='fss_ticket_row'>{lastactivity}</td>

    {if,showassigned}
    {if,hidehandler,0}
        <td class='fss_ticket_row'>{handlername}</td>
    {endif}
    {endif}

    {if,view,'closed'}
    {if,candelete}
        <td nowrap class='fss_ticket_row'>{archivebutton}</td>
    {endif}
    {endif}
</tr>

With custom fields listed

Header

<tr>
    <th colspan="2">%TICKET_REF%</th>
    <th>%STATUS%</th>
    <th>%USER%</th>
    <th>%LAST_UPDATE%</th>
    {if,showassigned}
    {if,hidehandler,0}
    <th>%ASSIGNED_TO%</th>
    {endif}
    {endif}
    {if,view,'closed'}
    <th>%ARCHIVE%</th>
    {endif}
    {if,view,'archived'}
    {if,candelete}
    <th>%ARCHIVE%</th>
    {endif}
    {endif}
</tr>

Ticket Row

{set,cols,4}
{if,showassigned}
{if,hidehandler,0}
    {set,cols,5}
{endif}
{endif}
{set,rows,2}{set,rowsb,1}
{if,custom}{set,rows,3}{set,rowsb,2}{endif}

<tr {trhl}>    
    <td rowspan="{rows}"></td>
    <td colspan='{cols}' class='fss_ticket_title'>
        {subject}
        <div style='float:right'>
            {icons}
        </div>
    </td>
    
    {if,view,'closed'}
    {if,candelete}
    <td nowrap class='fss_ticket_title'>{deletebutton}</td>
    {endif}
    
    {if,candelete,0}
    <td nowrap class='fss_ticket_row' rowspan='2'>{archivebutton}</td>
    {endif}
    {endif}
    
    {if,view,'archived'}
    {if,candelete}
        <td nowrap class='fss_ticket_row' rowspan='2'>{deletebutton}</td>
    {endif}
    {endif}
</tr>

<tr {trhl}>
    <td class='fss_ticket_row'>{ref}</td>
    <td class='fss_ticket_row'>{status}</td>
    <td class='fss_ticket_row'>{name}</td>
    <td class='fss_ticket_row'>{lastactivity}</td>

    {if,showassigned}
    {if,hidehandler,0}
        <td class='fss_ticket_row'>{handlername}</td>
    {endif}
    {endif}

    {if,view,'closed'}
    {if,candelete}
        <td nowrap class='fss_ticket_row'>{archivebutton}</td>
    {endif}
    {endif}
</tr>

{if,custom}
<tr {trhl}>
    <td class='fss_ticket_br' colspan='6'>
    {custom}
    </td>
</tr>
{endif}

With Department/Product/Category Listed

Header

<tr>
    <th colspan="2">%TICKET_REF%</th>
    <th>%STATUS%</th>
    <th>%USER%</th>
    <th>%LAST_UPDATE%</th>
    {if,showassigned}
    {if,hidehandler,0}
    <th>%ASSIGNED_TO%</th>
    {endif}
    {endif}
    {if,view,'closed'}
    <th>%ARCHIVE%</th>
    {endif}
    {if,view,'archived'}
    {if,candelete}
    <th>%ARCHIVE%</th>
    {endif}
    {endif}
</tr>

Ticket Row

{set,cols,4}
{if,showassigned}
{if,hidehandler,0}
    {set,cols,5}
{endif}
{endif}
{set,rows,2}{set,rowsb,1}
{if,custom}{set,rows,3}{set,rowsb,2}{endif}
<tr {trhl}>    
    <td rowspan="3"></td>
    <td colspan='{cols}' class='fss_ticket_title'>
        {subject}
        <div style='float:right'>
            {icons}
        </div>
    </td>
    
    {if,view,'closed'}
    {if,candelete}
    <td nowrap class='fss_ticket_title'>{deletebutton}</td>
    {endif}
    {if,candelete,0}
    <td nowrap class='fss_ticket_row' rowspan='2'>{archivebutton}</td>
    {endif}
    {endif}

    {if,view,'archived'}
    {if,candelete}
        <td nowrap class='fss_ticket_row' rowspan='2'>{deletebutton}</td>
    {endif}
    {endif}
</tr>
<tr {trhl}>
    <td class='fss_ticket_row'>{ref}</td>
    <td class='fss_ticket_row'>{status}</td>
    <td class='fss_ticket_row'>{name}</td>
    <td class='fss_ticket_row'>{lastactivity}</td>
    
    {if,showassigned}
    {if,hidehandler,0}
    <td class='fss_ticket_row'>{handlername}</td>
    {endif}
    {endif}
    
    {if,view,'closed'}
    {if,candelete}
    <td nowrap class='fss_ticket_row'>{archivebutton}</td>
    {endif}
    {endif}
</tr>
<tr {trhl}>
    <td class='fss_ticket_br' colspan='6'>

    {if,product}
    <span class='fss_support_fieldname'>%PRODUCT%: </span> {product},
    {endif}

    {if,department}
    <span class='fss_support_fieldname'>%DEPARTMENT%: </span> {department},
    {endif}

    {if,category}
    <span class='fss_support_fieldname'>%CATEGORY%: </span> {category},
    {endif}

    <span class='fss_support_fieldname'>%PRIORITY%: </span> {priority}
    </td>
 </tr>

With All Details Listed

Header

<tr>
    <th colspan="2">%TICKET_REF%</th>
    <th>%STATUS%</th>
    <th>%USER%</th>
    <th>%LAST_UPDATE%</th>
    {if,showassigned}
    {if,hidehandler,0}
    <th>%ASSIGNED_TO%</th>
    {endif}
    {endif}
    {if,view,'closed'}
    <th>%ARCHIVE%</th>
    {endif}
    {if,view,'archived'}
    {if,candelete}
    <th>%ARCHIVE%</th>
    {endif}
    {endif}
</tr>

Ticket Row

{set,cols,4}
{if,showassigned}
{if,hidehandler,0}
    {set,cols,5}
{endif}
{endif}
{set,rows,2}{set,rowsb,1}
{if,custom}{set,rows,3}{set,rowsb,2}{endif}

<tr {trhl}>    
    <td rowspan="{rows}"></td>
    <td colspan='{cols}' class='fss_ticket_title'>
        {subject}
        <div style='float:right'>
            {icons}
        </div>
    </td>
    
    {if,view,'closed'}
    {if,candelete}
    <td nowrap class='fss_ticket_title'>{deletebutton}</td>
    {endif}
    {if,candelete,0}
    <td nowrap class='fss_ticket_row' rowspan='2'>{archivebutton}</td>
    {endif}
    {endif}

    {if,view,'archived'}
    {if,candelete}
    <td nowrap class='fss_ticket_row' rowspan='2'>{deletebutton}</td>
    {endif}
    {endif}
</tr>
<tr {trhl}>
    <td class='fss_ticket_row'>{ref}</td>
    <td class='fss_ticket_row'>{status}</td>
    <td class='fss_ticket_row'>{name}</td>
    <td class='fss_ticket_row'>{lastactivity}</td>
    
    {if,showassigned}
    {if,hidehandler,0}
        <td class='fss_ticket_row'>{handlername}</td>
    {endif}
    {endif}
    
    {if,view,'closed'}
    {if,candelete}
        <td nowrap class='fss_ticket_row'>{archivebutton}</td>
    {endif}
    {endif}
</tr>

<tr {trhl}>
    <td class='fss_ticket_br' colspan='6'>
    {if,product}
    <span class='fss_support_fieldname'>%PRODUCT%: </span> {product},
    {endif}

    {if,department}
    <span class='fss_support_fieldname'>%DEPARTMENT%: </span> {department},
    {endif}

    {if,category}
    <span class='fss_support_fieldname'>%CATEGORY%: </span> {category},
    {endif}
    {if,groups}
    <span class='fss_support_fieldname'>%GROUPS%: </span> {groups},
    {endif}

    <span class='fss_support_fieldname'>%PRIORITY%: </span> {priority},
    {custom}
    </td>
</tr>
Applies To

Support Portal

Attached Files
Admin Templates.txt
10 Kb

Admin Tempates

text version of the above

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