Dashboard to show all unlocked Tickets

[Jensito]

Hi there,

I have found several topics close to this one, but neither one is solved or exactly the problem I encounter.
We have worked with the dashboard ever since version 2.4 and have been looking for a change for the two dashlets New Tickets and Open Tickets into Available Tickets and Locked Tickets. I know in the good old QueueOverview it's sorted like that. But the dashboard view shows a lot more at a glance, so my Agents won't look in the QueueOverview.

Now I changed the Attributes of the dashlet new Tickets to the following:

Code: Select all

StateType=new;StateType=open;LockIDs=1;

And of the open Tickets to:

Code: Select all

StateType=new;StateType=open;LockIDs=2;

Open Tickets is now showing only locked Tickets and works fine.
New Tickets is now showing only unlocked Tickets of both open and new States. But the Number of "Tickets in my Queues" is completely off! It seems to add up all the Tickets of new and open States, regardless of the LockID, and then displays only the correct Tickets below. And it displays 2 pages, although there is nowhere near enough Tickets for a second Page. If you click on it, the page is empty.
The Filter "All Tickets" is counting correctly though! In the Filter "My locked Tickets" it displays all Tickets I am currently the Owner of. Seems like the dashboard isn't really constructed for Lock-wise restriction?!

Is there any chance I can get the shown number of Tickets in my queues to show correctly?

[Jensito]

Does anyone know, where exactly the search query is executed? I'd like to run through it with a debugger and see where the result comes out with too big a number for tickets to be shown in the dashlet. I just can't find the exact place in the source code.

[jnelson]

/var/otrs/Kernel/Config/Files/Ticket.xml

Look for "DashboardBackend###0120-TicketNew".

This is the configuration for that search parameter.