Ticket Queue Overview

[ChrisMachnicki]

Today I've been looking at the Ticket Queue Overview element and trying to configure it.
I've got the basics covered - Queues down the left, states along the top, only my queues showing but I've come across a couple of customisation questions and a possible bug -
Questions
1 - The ordering of the states is messed up. I have 10 states and the order is all over the place - IDS - Awaiting Update, Backlog, In Progress, etc. I have had a play with the Ticket -> Frontend::Agent::Dashboard >> TicketQueueOverview settings thinking I could add the states in the order i wanted them Backlog, Ready, In Progress, Awaiting Update, and so on... this didn't work so I tried every connotation of changing the sort option to SortBy=State;OrderBy=Up, SortBy=StateID;OrderBy=Up, and so on... but again no luck

2 - Is there any way to show the default queues based on the role the user resides?

Bug
1 - When adding the row and total flags the numbers represent all rows and totals which is fine but if you filter the queues to only show those relevant to you the number still represents all.

Thanks in Adavance

Chris

[HervE]

Hello Chris,

I am playing with Ticket Queue Overview too (just wondering about totals of totals).

As for your question 1, I can't see what your problem is. I managed to add several states in SysConfig, parameter DashboardBackend###0270-TicketQueueOverview, section "States". I have 1, 2, 3, 4, 5 as Key, and my states as Content. And they appear in this order in the grid.

As for your question 2, I don't use roles, so I cannot answer, sorry.

As for the bug, I am not sure I understand you well, but I didn't notice any wrong number.

Regards,
HervE

[crythias]

Hi :) Please update your signature (see mine) to include the version of OTRS.

[ChrisMachnicki]

done