Monitor doggy Agents :?

[a0011010011]

I need to check if agents are opening tickets and either backspacing to return to the ticketlist or pressing cancell on the ticket,
thereby avoiding work

does otrs have a built in way of doing this ?

Thanks

[crythias]

You mean detect if no tickets are created? That would be a tough call.

[a0011010011]

If an agent opens a ticket looks at it gets lazy , thinks someone else will deal with it and closes it, I need to monitor this

[crythias]

Are you asking about locking tickets or about (not) creating new ones?

If an agent opens a ticket looks at it gets lazy , thinks someone else will deal with it and closes it, I need to monitor this

I still don't know what this means. I apologize for being very literal but when you say "close a ticket", it means something specific. It means the ticket is actually not available to address.

By *default*, nothing will happen if an agent merely looks at a ticket. There is no action taken, there is no locking, no history of import, nothing.

The ticket will stay "new" (assuming it originated via email) no matter how many agents *look* at the ticket, and there will be no logging of who looked at the ticket. At a point where a customer-focused action is made to the ticket (locking, replying), the ticket will be assigned ownership to the agent doing this action.

[a0011010011]

So the solution will be to use jquery \ javascript

on the AgentTicketZoom - ( I think ) I would like to add a javascript on this page and use this to log to a custom database

(I know ZER0 about perl)
on what location would i put this ?

/opt/otrs/Kernel/Output/HTML ?

as a seperate topic I would also like to edit the head of the website to add LIVE HELP code ....
http://livehelp.stardevelop.com/

[crythias]

So the solution will be to use jquery \ javascript

on the AgentTicketZoom - ( I think ) I would like to add a javascript on this page and use this to log to a custom database

ok... Kernel/Output/HTML/Standard/*.dtl

[jojo]

have a look at the apache log, which should be easy:

192.168.56.1 - - [17/Dec/2013:20:46:48 +0100] "GET /otrs/index.pl?Action=AgentTicketZoom;TicketID=329 HTTP/1.1" 200 10609 "http://192.168.56.101/otrs/index.pl?OTR ... BSLq3HyRxR" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.8; rv:25.0) Gecko/20100101 Firefox/25.0" -> read the ticket

192.168.56.1 - - [17/Dec/2013:20:46:53 +0100] "POST /otrs/index.pl HTTP/1.1" 200 370 "http://192.168.56.101/otrs/index.pl?Act ... cketID=329" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.8; rv:25.0) Gecko/20100101 Firefox/25.0" -> Hit back on the ticket

[a0011010011]

Great Idea I thought about that myself, but l still need to get the agents name, the apache log does not contain this, and if he works from a remote location , then I will nevr know who is who.....

[crythias]

Then hire a dispatch human to assign tickets.