Dashboard backend WorkingTime

[adminrd]

Hi all,

I add a custom Dashboard backend, but I wanted to use WorkingTime value instead of TicketCreateTimeOlderMinutes. Is it possible ?

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<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
 <ConfigItem Name="DashboardBackend###2000-HookView" Required="0" Valid="1">
        <Description Translatable="1">Parameters for the dashboard backend of the hook tickets overview of the agent interface. "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin.</Description>
        <Group>Ticket</Group>
        <SubGroup>Frontend::Agent::Dashboard</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Module">Kernel::Output::HTML::DashboardTicketGeneric</Item>
                <Item Key="Title">Hook tickets view</Item>
                <Item Key="Description">All hook tickets view</Item>
                <Item Key="Attributes">DynamicField_TicketFreeText6_Equals=Demande;TicketCreateTimeOlderMinutes=120;StateType=open;StateType=new;</Item>
                <Item Key="Filter">All</Item>
                <Item Key="Time">Age</Item>
                <Item Key="Limit">10</Item>
                <Item Key="Permission">rw</Item>
                <Item Key="Block">ContentLarge</Item>
                <Item Key="Group"></Item>
                <Item Key="Default">1</Item>
                <Item Key="CacheTTLLocal">0.5</Item>
                <Item Key="DefaultColumns">
                    <Hash>
                        <Item Key="Age">2</Item>
                        <Item Key="Changed">1</Item>
                        <Item Key="CustomerID">1</Item>
                        <Item Key="CustomerName">2</Item>
                        <Item Key="CustomerUserID">1</Item>
                        <Item Key="EscalationResponseTime">1</Item>
                        <Item Key="EscalationSolutionTime">1</Item>
                        <Item Key="EscalationTime">1</Item>
                        <Item Key="EscalationUpdateTime">1</Item>
                        <Item Key="TicketNumber">2</Item>
                        <Item Key="Lock">1</Item>
                        <Item Key="Owner">2</Item>
                        <Item Key="PendingTime">1</Item>
                        <Item Key="Queue">2</Item>
                        <Item Key="Responsible">2</Item>
                        <Item Key="Priority">1</Item>
                        <Item Key="Service">1</Item>
                        <Item Key="State">1</Item>
                        <Item Key="SLA">1</Item>
                        <Item Key="Title">2</Item>
                        <Item Key="Type">1</Item>
                    </Hash>
                </Item>
            </Hash>
        </Setting>
    </ConfigItem>
</otrs_config>

Thanks in advance,

Regards

[artjoms15]

You can use all the values that can be passed to TicketSearch module. https://otrs.github.io/doc/api/otrs/sta ... ch.pm.html

As you can see, WorkingHours is not supported, so you should add this filter manually ( Custom Dashboard .PM module )

A.

[adminrd]

Hi,

Thanks for your answer.

Then I created Custom/Kernel/Output/HTML/DashboardTicketGeneric.pm and add the code to retrieve my WorkingTime :

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elsif ( $Key =~ m{\A (DynamicField_.+?) _ (.+?) \z}sxm ) {
            $DynamicFieldsParameters{$1}->{$2} = $Value;
        }
        elsif ( $Key eq 'WorkingTime') {
            $TicketAttributes{$Key} = $Value;
        }

But now I don't know how to do the request with this criteria.
Even if I add my variable in the TicketSearch hash:

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%TicketSearch = (
        %TicketSearch,
        %DynamicFieldsParameters,
        %TicketAttributes,
        Permission => $Self->{Config}->{Permission} || 'ro',
        UserID => $Self->{UserID},
    )

[artjoms15]

Uhmm, With current codebase it is IMPOSSIBLE to make a direct request to TicketSearch method. And based on my experience it is an ungrateful job to edit TicketSearch functionality to add another parameter.

BTW, what do you mean with WorkingTime - in OTRS there are 3 predefined workingTime fields:

EscalationTimeWorkingTime
FirstResponseTimeWorkingTime
UpdateTimeWorkingTime
SolutionTimeWorkingTime

which can be passed to TicketSearch function and

Time units (work units)

which is calculated mostly in reports

Please clarify based on which value you want make a filter

A.