Znuny and ((OTRS)) Community Edition

The My Queues/All choice only allows you to define one set of queues. Plus, your choice of My Queues affects other areas of the frontend, not just the dashboard. This is my specific case: * the raw queue holds on-going technical support threads with customers * if an issue turns out to be a bug, it ...

I just want to customize my dashboard to see a quick view of everything I'm interested in. The My Views/All is a very limited choice.

From what I've seen, it seems like I could create my on dashboard module. Is that possible? Are there instructions somewhere?

It's by design that you can (actually must) specify multiple queue ids, but only use one?

We use the QueueIDs to organize open tickets into multiple dashlets.

When providing QueueIDs to a dashlet (like QueueIDs=7;QueueIDs=8;), only items from queue 7 are displayed.

Is there a way to get tickets in a certain state (e.g. State='pending reminder')? In general, is there documentation of what can be put in Attributes?

Can I sort the tickets so that by the last update time? It seems to be sorted by the creation time.

What typically happens is: * customer sends in a request * we reply so they have an e-mail setting in their inbox with the ticket number in it * later they have a question and send an e-mail reply to the last e-mail they got from us If we left the ticket open, but hid it from the dashboard then we w...

I've tried creating a new state "pending resolution" of type closed (so follow ups will create a new ticket). It does not display in the open ticket dashboard windows, but it doesn't display anywhere else either. How do I get it to display on the Queue view? Actually, even if I change the ...

I see a lot of problem reported for upgrading. What is the safest way to upgrade? I currently am using version 3.0.0 beta5.

Does anyone have suggestions of how to manage these with OTRS? I'm currently thinking that I'll split the ticket, so I can close the user ticket (in case they reply to it later with more questions), and leave the split one open. The only problem, which I just mentioned in my other post is that those...

Is there a way to control what gets listed by default in the open tickets window? I want to keep open tickets for bug reports and feature requests, but those stay open for a long time and are cluttering up the dashboard. I would like them not to be displayed on the dashboard.

I guess it is not working then. I am using version 3.0 beta 5. I had several notes that were displayed without a star, but when I opened them, there were new articles there.

Is the new article state per agent or global?

I don't want e-mail notifications. Agents needs to be able to see from the dashboard that a ticket has a new article and needs attention. I don't understand why a star is diplayed when tickets have new articles.

In any case, can you write your own dashboard widgets?

I'm having trouble figuring out how to identify when a customer has responded to a ticket. The ticket just sits in the open queue without any visual indication of change when the customer's response comes in. The only way I have found to know the customer responded is to periodically open the ticket...