Dashlet to view tickets needing followup

[jeffmo]

Hi,

We're relatively new users of OTRS, so I apologize in advance if this has already been answered/documented somewhere. If so, please yell softly and point me in the right direction (I did spend about an hour searching for an answer first).

I'm thinking that it would be really helpful to be able to see a list if tickets where the last article is NOT "agent - X". In other words, a ticket where the last article is from a customer and/or auto-response. These are tickets that I'd like to have an agent work on as soon as possible.

Does this already exist? Where? If not, what do I need to do to create it?

Thanks!

Jeff

[micshi]

OTRS can not recognize who created the last article by default.

But OTRS allow you to create new ticket state of "customer response", and you can config OTRS to set ticket state to "customer response" automaticaly after customer replied the ticket.

Then you can create a dashlet in dashboard that only disply all tickets in "customer response" state.

Thanks,

micshi

[crythias]

Tickets that are awaiting customer response should be in a state "awaiting customer response".

[jeffmo]

Hi,

Thanks for the suggestions. I tried the first one, but I must be doing something wrong as I don't ever see a ticket in the customer response state.

Unless I'm missing something, the second suggestion is the opposite of what I want (maybe there's a way to use it to find tickets that aren't in the customer response state...I'll check).

Thanks again,
Jeff

[micshi]

did you create a ticket searching criteria for customer response dashlet?

[jeffmo]

Not yet. I did set up the filter and whenever I view a ticket which I think should have a state of "customer response", it just says state "open".

[jeffmo]

I got it all working

I needed to set X-OTRS-Followup-State to "customer response" and then have my dashlet query "States" rather than StateType, but it's all working now.

Thanks everyone for all of your help!

Jeff