Open tickets dashboard widget

[acrodesign]

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.

[crythias]

create a new state/status for those special tickets, optionally, an additional state type for that purpose.

[acrodesign]

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 "pending resolution" type to open doesn't get displayed anywhere.

[crythias]

state type closed won't show up anywhere, by default. Tickets shouldn't be closed if they're not closed, even if you don't want to see them.

There are visible ticket states in sysconfig.

[crythias]

As for followups ... you can change the config to keep followups the same state as they were, but if you change the queue and the customer isn't part of that queue's customer group, the customer isn't really going to follow up on the bug or enhancement request unless they know what the new ticket number is.

[acrodesign]

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 would never see that there is a new article.

[crythias]

If you split the ticket when you have a bug or feature request, then you can close the support customer ticket but keep the bug/feature request ticket "open".

[Mothra]

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 would never see that there is a new article.

Why don't you set the next state of the ticket to "pending reminder", or even "pending auto close+" when you reply to them? Pending tickets are hidden from the open dashlet, and when the customer replies, the state will automatically change back open again, at which point the ticket will be visible again.

[lupisa]

Is there a way you can leave the pending tickets available on the dashboard?

[ptay]

Is there a way you can leave the pending tickets available on the dashboard?

Anyone able to show pending tickets on dashboard?

[crythias]

Yes, discussed multiple times in the forums. add state TYPE=pending auto to the visible tickets. No, not state type=pending auto close+, state type=pending auto.

[lupisa]

To see 'pending' tickets in the Dashboard:
◊ Admin > Misc > SysConfig
◊ Search for: DashboardBackend###0130
◊ The result will show subgroup Frontend::Agent::Dashboard
◊ Click on the subgroup
◊ Find field DashboardBackend###0130-TicketOpen:
◊ In the Key ‘Attributes’ add ‘StateType=pending auto;’ at the end of the content line.