Hey all,
I was wondering if there was a way to filter some of the states from the dashboard module "Escalated tickets"? I would like to remove the pending autoclose states from that module cause its confusing agents that dont have the column "States" displayed.
Found some config in Ticket -> Frontend::Agent::Dashboard with DashboardBackend###0110-TicketEscalation and im guessing the Filter would be where to put something but I dont know how to write it there.
Thanks for the help
Remove some states from dashboard "Escalated tickets"
Moderator: crythias
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Re: Remove some states from dashboard "Escalated tickets"
Except that pending states don't conform to escalation criteria. They're still escalated until the milestone applies.wheelshot wrote:I would like to remove the pending autoclose states from that module cause its confusing agents that dont have the column "States" displayed.
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Re: Remove some states from dashboard "Escalated tickets"
You're right, i'm not addressing the problem at its source. Lots of agents in here are often calling the customer directly to answer their ticket and dont "reply" to the ticket in OTRS and so they put the "autoclose" state and its still escalating.crythias wrote:Except that pending states don't conform to escalation criteria. They're still escalated until the milestone applies.
I'll then try to work with education and reminders which is more hard but logically the good thing to do. Thanks for the help crythias!
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Re: Remove some states from dashboard "Escalated tickets"
Absolutely my pleasure. Note that it's entirely acceptable (IIRC; I don't use it) to use the Phone Call Outbound with next state pending close to do both things.
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