Filters on Tickets view in Agent Dashboard

[StefaniaS]

Hello,
i've created a custom xml file to add in the dashboard a view with the list of nome specific tickets, and this is the code:

Code: Select all

<otrs_config version="1.0" init="Application"> 
<ConfigItem Name="DashboardBackend###0121-TicketAlert" Required="0" Valid="1">
 <Description Translatable="1">Parameters for the dashboard backend of the Alerts tickets overview of the agent interface. "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin.</Description>
        <Group>Ticket</Group>
        <SubGroup>Frontend::Agent::Dashboard</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Module">Kernel::Output::HTML::DashboardTicketGeneric</Item>
                <Item Key="Title">Alert Ticket</Item>
                <Item Key="Description">Tickets from OBIEE</Item>
                <Item Key="Attributes">CustomerID=noreply@address.com;StateType=open;StateType=new;</Item>
                <Item Key="Filter">All</Item>
                <Item Key="Time">Age</Item>
                <Item Key="Limit">10</Item>
                <Item Key="Permission">rw</Item>
                <Item Key="Block">ContentLarge</Item>
                <Item Key="Group"></Item>
                <Item Key="Default">1</Item>
                <Item Key="CacheTTLLocal">5</Item>
            </Hash>
        </Setting>
    </ConfigItem>

This is working, but now I want that in the view of 'New tickets' this specific tickets (identified by the customerID) are not shown. I've tried by adding in the code of the view the attributes 'CustomerID<>noreply@address.com' or 'CustomerID!=noreply@address.com' but it's still not working and the agents see twice the same ticket in two different view.
There is a way to avoid this? I think I'm only making a mistake in the code.

Thanks,
Stefania

[StefaniaS]

Has anyone a solution for this?

Thanks
Stefania