Toolbar search extension (more filters)

[sdraganov]

Is there a way to integrate additional filters which are available in Search Window into the toolbar search?
I would like to have some of them like Queue,State,Owner and etc as a dropdown menus which could be selected and then a separate submit-search button to execute the search.

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If that is not possible with current version of OTRS, is there another way to do it like some external addons/scripts or etc?

We are currently testing OTRS and intend to replace our old ticketing system but the Search procedure in OTRS requires too much clicking which we would like to simplify by placing the most important search criteria into the toolbar.

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Thank you very much in advance.

[root]

Just search the SysConfig for Ticket::Frontend::AgentTicketSearch###Defaults###

[sdraganov]

That might actually do the trick although the default criteria are again in the Search window not in the toolbar:
I have added some default search values but I have a trouble with the calendars.

When "Ticket Close Time" filter is added by default it automatically search for for closed tickets which is not very convenient.
I would like to have that filter enabled but to operates only if the selected State is "closed".

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Another questions is there are way to show only specific values in the filter, for example If I would like to show only Open and Close States is there a way to do that?

[crythias]

Note that you do have an option to save search criteria and have a drop down in the Navbar for saved searches.

[sdraganov]

Yes we will save some templates as a last resort but I have read in the forum that those templates could not be shared between agent accounts which is not very convenient since I have to first create them for more than 100 agents and then if a new template must be added or existing one modified I have to do that again.

[crythias]

I have to first create them for more than 100 agents and then if a new template must be added or existing one modified I have to do that again.

OK.
Note that much of what you're asking kinda already exists unless you really need Agents to know other (specific) Agent's works and that for all 100 agents.

Queue "Search" is Queue View..
State is ... well, Dashboard, really.
Owner is "my Tickets" or "All Tickets", unless you need to *constantly* check the status of [specific] other agents, then you'd only need the agents you're specifically watching and I doubt all 100 agents need to see the same specific agents tickets.

[sdraganov]

I must agree that what you've mentioned about Queue View, Dashboard and Owner is true but this only applies when Agent operates with its only Queues, Dashboard and Tickets.
In our daily work we very ofter have to filter Tickets by State,Queue and Owner(different Agent) - not all the Agents need this functionality but for those who needs it it would be a a bit time saver to set this filters with a few clicks.
A pre-defined filters will help of course but separate filters in the toolbar would be much more convenient for us.

The tips you've shared were also very helpful - I've already added made the most important filters to be visible by default.
What I am looking for now is to is there a way to set some default values for the calendars used in the Search, for example I would like to set the calendar to use not only the last month but the entire last year for example. So is there a way to specify the default time values for the calendars bellow:

[crythias]

You can save a search as template and modify parameters before running.