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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

Freestyle Support Portal is a simple component to install and configure in record time. Well designed and structured, it is easy to customize it, even for a non-developer like me. The online documentation and forum, as well as the simple and … read more
SengaB @ 2013-04-23, 19:37
I have been using this component for sometime now and only thought it fair to offer a review.
The component is worth every penny they charge. I use everything except the testimonial section on my site, replacing numerous other components, this has … read more
Jeffk @ 2013-04-13, 16:53
Fantastic product. The ticketed support system has helped me manage support requests effectively for my site. We have moved our documentation to the KB system, and the ratings have started to highlight where our documentation requires improvement. … read more
williamsharry @ 2013-04-13, 16:43
It's been a pleasure working with you fellas to provide the dutch translation. Thx for such a great extension Wim Vandekerckhove @ 2011-07-28, 20:17
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