¿Show worker avatar in worklist when viewing a ticket?

[j-at-se]

Hi!

I want to show the worker avatar in a worklist when they are viewing a ticket.

This already happens when a worker creates a reply draft, but I wanted to leverage the record.viewed event listener to implement an automation that displays the worker avatar in the same way.

I can't find in the documentation how the avatar mechanism works out of the box, but assuming it's something we can trigger manually, it'd be a matter of adding the needed automation to the record.viewed event listener, right?

Of course, there should be a timer to remove the avatar, let's say 2 minutes. The automation will trigger the avatar being displayed then kill it after 2 minutes have passed.

Do you think this is possible at all?

Thank you!

[Hildy]

So if you 'inspect' one of those avatar icons, you'll see it's got a title attribute of "So-and-so is currently responding..."

I search the code here in github for "is currently responding", and find that that's a translation of the mail.worklist.draft_in_progress token. Searching for mail.worklist.draft_in_progress finds 8 translation files, and one template file (features/cerberusweb.core/templates/tickets/view.tpl).

Looking in that file, at line 116, we find that the avatar's presence is based on whether there's a draft that exists on that ticket, not on anything from an event point or activity log.

Anything to make a "worker is viewing this ticket" type of notification would require a decent amount of code modification, and wouldn't be something you can do via an automation.

[j-at-se]

This is exactly what I suspected, that the existence of a draft is what made it apear or not. I appreciate you taking the time to review this.