Add a filter in ticket Overview

[ndhvu275]

Hi all,

I'm facing a challenge about customization for ticket overviews. They includes: Queue views, Status view and all widgets in dashboard as well. I want to add filter of ticket status in them.
First, I'm trying to do with Queue View, so I think I have to develop something in AgentTicketQueue.pm file and maybe AgentTicketQueue.dtl as well. Can you show me what should I do? Which object should I use? ... Actually, I'm not good in Perl

Thanks in adv

Vu Nguyen

[crythias]

most filters are in the module config of SysConfig. Note that "All Tickets" is what people are looking for when Queues is showing available/unlocked only.

[ndhvu275]

Hi,

Thanks for your reply.

You mean it's possible to configure in sysconfig, no need to customize? Can you show me the steps to go to the configuration screen that I want to enable the Status filter of Queue View for exmaple?

Thanks in adv

Vu Nguyen

[crythias]

there is no status filter for the queue view. What you ask for is easily accomplished by saved searches.

[ndhvu275]

Hi Crythias,

Thanks. Btw, my customer want to filter Status on some overviews: queue view, escalation view ....

Regards,

Vu Nguyen