Change "New message" and "Locked Tickets" links

[HervE]

Hi,

In the navigation bar on the top right, there are 2 icons named "New message" and "Locked Tickets".

Since, in our organisation, we don't lock tickets ever, I would like these icons to have a different behaviour:

1. "New message" should display all tickets in state new, whatever the lock/unlock, whatever the owner.
2. "Locked Tickets" should be transformed in "My Tickets" and display all tickets I am the owner.

I managed to obtain the second result by adding "unlock" in AgentTicketLockedView.pm, in myFilters, All:

Code: Select all

    my %Filters = (
        All => {
            Name   => 'All',
            Prio   => 1000,
            Search => {
                Result     => 'ARRAY',
                Limit      => 1000,
                Locks      => ['lock', 'unlock'],

Only the counter displayed in parenthesis is wrong (still the previous behaviour).

I did not manage to obtain the first result, whatever I modify in AgentTicketLockedView.pm, in myFilters, New.

Can anybody help please?

Regards,
HervE

[HervE]

Hi,

Only the counter displayed in parenthesis is wrong.

I managed to update the counter by removing this line

Code: Select all

            . " ti.ticket_lock_id NOT IN ( ${\(join ', ', @ViewableLockIDs)} ) AND "

from Kernel\System\Ticket\IndexAccelerator\StaticDB.pm and RuntimeDB.pm.

Still looking for a way to get the "New message" icon working the way I've said...

Regards,
HervE

[crythias]

May I ask why you don't want to lock tickets?
I'd like to understand more about the reasoning behind that. As a customer, my customer experience declines when I need to interact with multiple, different people on an issue, because I hate repeating myself, and the agents don't always keep enough notes (or read them) between interacting with me.

[HervE]

The locking functionality is out of our needs, because we are a team of 4 agents only, all doing more or less the same tasks, rather than specialized to one skill domain.
Therefore, and considering we are not always all 4 available, we have to deal indifferently with all tickets, whoever answered first. We don't want to loose time to unlock a ticket before being able to do an action on it.

I understand you may be reluctant to help on doing something that may be completely out of OTRS current recommended usage (is it the case? I don't know...)

An alternative would be to remove the "New message" icon from navigation bar - since new messages are in the dashboard anyway. (As you understand, I managed to do what I wanted with the "Locked Tickets" icon.)

HervE

[crythias]

HervE, thanks for your response. It is my intention to learn more ways to use OTRS, and if I understand how people use it, I hope I can help other people better.

Trying to figure out how to assist you with the other thing.

[kenmurimi]

You can also check this thread http://forums.otrs.org/viewtopic.php?f=62&t=5275 it has some info related to what you are looking for.

[HervE]

I've just read it, thanks. Very interesting to notice that other people want to adapt "Locked Tickets" icon to "My Tickets", just like me

As for the "New message", I am giving myself a little more time, but I am probably going to remove (or disable it) it if I can't transform it to "All new messages". (By the way, currently, it should actually rather be called "My New Locked Tickets", instead of "New message"...)

Apart from that, you have seen in this topic that I managed to modify the counter. I don't know if it can help you though (?)

Regards,
HervE