Printing Tickets
Created: 03 May 2012 | 13 comments
I need to be able to print tickets that have a long description. Currently when we get a ticket where the description is greater in size than the area of the "Description" field it prints the scrollbars. This is needed so that technicians are able to print these tickets to carry into the field with them.
For now I have edited the CSS file so that the description height is set to auto. The problem with this is that it also affects the fields in the "History". This makes for a very long and cumbersome ticket.
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We are being asked for this as well from our technicians to be able to print out the tickts without the scrollbars. How did you set the the description hieght to auto if I may ask?
I like my beats fast and my bass down low
See the CSS below. I just saw your post, so sorry for the late response.
You can dig a little deeper into the CSS with Google Chrome.
A problem that I ran into, was that when it physically prints, the description is on page 2, and there is a blank area on page 1 where the description would go. They have not complained yet, so I can only assume that it is working for them.
Hope it helps. :)
What exactly did you modify in the .CSS to end up with this kind of effect?
Also, this Idea:
https://www-secure.symantec.com/connect/ideas/full...
The idea is from this link:
http://www.symantec.com/connect/forums/increase-size-description-field-within-process-page
What I did was set "height: auto;" under the section ".pnlDescription" as it is one of the allowed properties. Check out http://w3schools.com/css/default.asp to give you some more ideas on how to change up the CSS.
So what I have in there now is
Google Chrome and its included "Developer Tools" are excellent for looking at the source of a page's style. I highly recommend that you try it if you are going to customize other areas. It is too convenient to right click on the element and then select "Inspect Element". It will tell you exactly what CSS file you need to edit, even that line the code is on. You can't ask for a better tool. Best of all, it is 100% free!
For those of us/you that can not use Chrome due to limitations, Safari in OS X has a similar ability. Go to Safari - Preferences and click on the Advanced Icon. At the bottom check the box that says "Show the Develop Menu...". Now when you go to a page you have a new menu option that will allow you to show the web inspector and a whole lot more including changing your User Agent String, etc.
I was told that this will not probably get fixed because of the HTML involved.
I like my beats fast and my bass down low
Because of HTML involved?
As far as I know we've stayed with saying that it's (at least partially) hardcoded behaviour. Modifying CSS only goes so far.
I think that is what he is saying. The HTML is generated by a .dll file if I,m not mistaken, so it can't really be altered. It would be really helpfully if we could apply a separate style to the <div> that contains the description and the <div> that contains the history. Since they appear to be the same style, one affects the other.
Even better than that, the next version of SD should have some options for a print preview page which shows the history and the details of the incident. I imagine I could write a workflow form to do it, and may have to in the future, but it could be included.
I spoke with Will on this issue and it didn't seem like it was going to be fixed in the next release. I like your idea of creating a workflow to do it but how would you implement it in the report?
I like my beats fast and my bass down low
Currently I would probably put the link under Smart Tasks but I don't know exactly how accessible that list will be in 7.5 since to edit it one needs to edit SD.IncidentManagement. The other option might be a webpart on the Tickets page where a tech can enter the Incident ID and the page that comes back would be a more printer-friendly view of the ticket.
I couldn't think of a way to do it outside of the smart tasks but you're right, you could add another webpart on the process views and go from there. The only thing that won't be as good is that you have to manually put in the incident ID and search for it. I'd rather have it open up like a smart task and show you the print preview.
I like my beats fast and my bass down low
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