Ticket listing by owner (OwnerIDs) fails

[johnny1973]

Hi there,

It's true I'm not the first one coming up with this issue: I try to list tickets by their respective owner. Guided by the blog entry "Keep an eye on certain customers", I end up in some MyConfig.xml containing following code snippet:

Code: Select all

<ConfigItem Name="DashboardBackend###0615-TicketOpen" Required="0" Valid="1">
    <Description Lang="en">All Tickets owned by John Doe</Description>
    <Group>Ticket</Group>
    <SubGroup>Frontend::Agent::Dashboard</SubGroup>
    <Setting>
        <Hash>
            <Item Key="Module">Kernel::Output::HTML::DashboardTicketGeneric</Item>
            <Item Key="Title">Tickets of John Doe</Item>
            <Item Key="Description">All Tickets owned by John Doe</Item>
            <Item Key="Attributes">StateType=open;OwnerIDs=15;OwnerIDs=15</Item>
            <Item Key="Filter">All</Item>
            <Item Key="Time">Age</Item>
            <Item Key="Limit">10</Item>
            <Item Key="Permission">r</Item>
            <Item Key="Block">ContentLarge</Item>
            <Item Key="Default">1</Item>
            <Item Key="CacheTTLLocal">0.5</Item>
        </Hash>
    </Setting>
</ConfigItem>

I was aware of a bug report saying that for OwnerIDs single values are not accepted but only arrays. So, I doubled the OwnerIDs entry. However, the agent-specific ticket list shows all open tickets regardless of the owner.

I also got the hint to install a package which is supposed to fix the issue. However, I did not succeed to install it, because the package management tells me that the version numbers are incompatible (I'm using OTRS 3.1.6).

I'm stuck a little at this point and already spent pretty much time on that. Has anyone an idea how to finally get my search to work?

Best,

Johnny

[reneeb]

If the package scratches your itches in OTRS 3.0.x then you can download the .opm, open it in any text editor and replace "<Framework>3.0.x</Framework>" with "<Framework>3.1.x</Framework>". I just had a look at the files included and it seems pretty safe to use it in OTRS 3.1.x.