[SOLVED]Adding Agent Name on Dashboard

[kool_kid]

Hi,

We would like to add the name of the agent to whom a ticket is assigned in the Dashboard, is this possible??

Like in open tickets along with other details we need another column mentioning the Agent name who is owner of the ticket.


Another query regarding dashboard, does the dashboard shows the tickets specific to the user only or all tickets in system (like all open, escalated etc). If it shows all ticket for everyone can we set to per user basis? I dont want my user1 and user2 to see each other tickets but I want user3 (admin user) to see all tickets belonging to user1 and user2. Is this something achievable?




Regards
Kk

[crythias]

IIRC The Dashboard shows tickets from queues based upon the user's group membership. You get to choose Locked, My Queues (set in the Agent Prefs) and All above the list.

I don't believe you'll be able to get the agent name (username, yes. Full, no) in the dashboard. Full information is available in the Ticket, Status View.

If you don't want user1 and user2 to see each other's tickets, then user1 should be working in a queue belonging to a group that user1 and user3 belong to, and user2's tickets should be in a queue that belongs to a group that user3 and user2 belong to.

Example:
Queue: Maintenance | Group: A
Queue: Technology | Group: B

User1 and User3 are RW in group A
User2 and User3 are RW in group B

[iztok]

In /opt/otrs/Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl you can change following:

It will show you more data like which queue, who is the owner (agent username) and ticket state.

so it will be something like ...

[-] [-] TicketID - Subject - Time - Queue - Username - Status

while the default only shows

[-] [-] TicketID - Subject - Time

At around line 109:

Code: Select all

            <td class="W30pc"> (previous value was w50pc)
                <div title="$QData{"Title"}">$QData{"Title","70"}</div>
            </td>
            <td>$QData{"Time"}</td>
         <td>$QData{"Queue"}</td>
        <td>$QData{"Owner"}</td>
        <td>$QData{"State"}</td>

[kool_kid]

Iztok, that worked well. I had to remove the line containing "queue" as it was messing the page, the height of time column was increased I couldn't find the option to decrease so I removed it. Otherwise it worked. Thanks.


Thanks for the reply crythias. Since we are on same subject I have another query, if a user wants to look at his own owned tickets, can he do it? Like if user1 is member of marketing queue. There can be 100 tickets in marketing queue out of which 5 can be owned by him. Now user wants to view only his owned tickets and not all. is there any option to view these tickets?


Regards
Kk

[crythias]

i believe ticket queue view or status view (click the man icon in the top).

[crythias]

http://forums.otrs.org/viewtopic.php?f=60&t=5156

[kool_kid]

i believe ticket queue view or status view (click the man icon in the top).

Status view contains all the ticket belonging to everyone with their status . Queue view shows me all tickets within "MyQueue". Just to reiterate I want to view the tickets owned by me only.

The "man" icon on top will show the locked tickets only.

Regards
Kk

[jojo]

this is only possible via search...

[iztok]

Iztok, that worked well. I had to remove the line containing "queue" as it was messing the page, the height of time column was increased I couldn't find the option to decrease so I removed it. Otherwise it worked. Thanks.


Thanks for the reply crythias. Since we are on same subject I have another query, if a user wants to look at his own owned tickets, can he do it? Like if user1 is member of marketing queue. There can be 100 tickets in marketing queue out of which 5 can be owned by him. Now user wants to view only his owned tickets and not all. is there any option to view these tickets?


Regards
Kk

You didn't need to remove queue. Note this:

Code: Select all

  <td class="W30pc"> (previous value was w50pc)

I believe you forgot to change that. Setting this will fix the layout.

[kool_kid]

Thanks Iztok, that worked well.

Thanks Jojo. Still I'm looking forward for a workaround on this, can't help it Managers request you know.


Regards
Kk