Filter Queue by Ticket Owner

[RFitzgerald]

Hi All,

After a bit of help on testing OTRS 3.2.4, We would like so that within the separate queues IE for us (Support / Projects / Purchasing), we can set a few filters, I've got my head around amending the queue file so that we can have all tickets showing closed, and get around the locked tickets not being visible.

However we would like it so we can have a customer filter, which I've setup by copying 'Available Tickets', say 'My Tickets' where the ticket list is filtered by Agent logged in, IE they can only see their own tickets. Is it possible to setup like this? what am I missing?

Thanks in advance.

Richard

[crythias]

"My Tickets" is the icon at the top left of the screen -- tickets locked to the current agent.
Also, "Locked Tickets" is the current agent's locked tickets on the dashboard.

I've got my head around amending the queue file so that we can have all tickets showing closed

But this will slow down your system when you have thousands of closed tickets. If you want to show them, search for them -- even save a search -- but don't load this up on Queue.

get around the locked tickets not being visible.

What does this mean?

Note that much of what you want to accomplish is available through saved searches.

[RFitzgerald]

Hi,

Thanks for the quick reply.

It simply means that Locking the ticket and therefore it not appearing in the Tickets - > Queue View doesn't really work for how we would like to customise the system. We could work out of the Dashboard but I'd prefer a full page list of Tickets applicable to myself sorted in the various queues.

I appreciate the closed ticket comment - you're right, we would not use it past the testing phase and would simply search beyond that.

I've just looked at the saved search you have suggested and that returns the exact set of results I'm after - but would like it in a queue view? I've looked at creating a custom value in AgentTicketQueue.pm , to try and achieve this but I'm new to perl so am just fumbling around.

[crythias]

Locking the ticket and therefore it not appearing in the Tickets - > Queue View doesn't really work for how we would like to customise the system

You're looking at available tickets, which are by definition unlocked. If you choose "All Tickets" you will see locked as well.

[RFitzgerald]

Ok thanks, that's the first part sorted then!

Is there any way to filter the queue to tickets were the Owner matches the Agent?

[crythias]

No, but you might consider saving some searches: viewtopic.php?f=62&t=19632

I'm not trying to dissuade you from what you seek -- well, kinda, but also if you're using customer based queues you're probably hurting yourself.

The queues are intended for the types of tickets the agent can handle. If you're looking to get an idea of "Ticket load per queue for [logged in agent']" [logged in agent] probably has too many tickets anyway. Otherwise, he probably knows from his locked tickets what's what.

Perhaps you'd like to take a look at this post... it might make things easier.