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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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Testimonials

Very good extension. Its not classical support ticket, so can use for many things. Pava @ 2013-04-13, 16:48
A excellent component, very well structured and easy to configure. This component meets all the conditions needed for my site. Akiles @ 2013-04-13, 16:52
Hi, this is one of the best Ticketsystem I've ever seen. The early Joomla3.0 Support is also very nice Luap97 @ 2013-04-13, 16:56
Truly simple and easy to use extension with some nice features. The support is friendly and helpful. Freestyle states they are still evolving their features and will be adding new ones soon. Check the site often and if you use it, keep it updated. … read more
Maguscorvin @ 2013-04-13, 16:49
Your Freestyle Software is excellent, and user friendly, will recommend all my Clients to purchase a Full Copy, your Support Ticket System is Well worth it Well done! keep up the good Work Regards
Ameer Cassim (South Africa) ameer @ 2010-07-02, 05:41