[SOLVED] How Add "To" Field to Dashboard Tickets?

rsw1941 · Post by **rsw1941** » 11 Jan 2014, 02:08

We're just beginning the process of deploying OTRS so will greatly appreciate your patience and assistance.

Is there an easy way to add the "To" field to tickets displayed on the Dashboard?

Many thanks.

Post by **crythias** » 11 Jan 2014, 03:31

Out of curiosity, why does it matter? most implementations would assume all To's are the same and if the To would be relevant, the Queue would reflect the To.

rsw1941 · Post by **rsw1941** » 11 Jan 2014, 04:37

Crythias,

Thank you for the question.

We're setting up queues to represent each of several brands offered by our client, and within them sub-queues representing reasons for contact. Inquiries will relate primarily to merchandise and marketing.

While a small group of agents will handle all "easy" inquiries, for multiple brands, some inquiries will need to be routed to others at the client site for more detailed answers. It appears the best way to sort out product brands and reasons for contact is with Queues. Initially, phone tickets will be used to create both email and telephoned inquiries. We believe the use of Queues in this way will be helpful when we implement routing of inbound emails to OTRS.

The "To" field is populated with Queue Name. We think having To/Queue Name appear in the Dashboard ticket displays will help us manage our resources a bit better.

Regards,
rsw1941

Post by **crythias** » 11 Jan 2014, 14:56

If the To contains the queue name, you should be dispatching by To (that is, already be in the proper Queue as soon as it arrives.)
Admin,
Postmaster Mail Accounts
Select account
Dispatch by To

and
Admin
Email Addresses
Select/add an email address
Queue: Queue

Assuming this is a one-to-one, the queue it's in is directly related to the To and it's no longer relevant to the dashboard (cluttered information).

rsw1941 · Post by **rsw1941** » 11 Jan 2014, 20:46

Thanks. Will try this.

rsw1941 · Post by **rsw1941** » 11 Jan 2014, 21:33

Thanks, Crythias.

The application had already been configured as you suggest.

In this utilization, initially, ALL tickets will be created by telephone agents for questions they could not answer. Most will be resolved by one of several in-house specialists for this Client. In-house agents will each handle multiple brands (Queues) and sub-Queues, though assignments of Tickets will be balanced among them. At the Client site, one or two agents will also handle multiple Queues/sub-Queues.

So, we believe It will be very helpful to be able to see the Queue Name displayed on the Dashboard Ticket lists. As presently configured, the Dashboard displays Ticket ID, Subject and Age. We'd like to add To/Queue between Ticket ID and Subject for all Ticket lists.

Once we understand and like what we've built, we plan to route inbound email inquiries directly to OTRS.

Regards,
rsw1941

Post by **crythias** » 12 Jan 2014, 02:11

viewtopic.php?f=60&t=5156
But in 3.3, you can use the gear in the upper right of the box to select fields.

rsw1941 · Post by **rsw1941** » 12 Jan 2014, 21:20

Thanks. That's the kind of solution I should be able to implement!

Running 3.2.9. I defer to IT to upgrade. Can we step directly to 3.3.3, or do you advise .1, then .2, then .3?

Post by **crythias** » 13 Jan 2014, 02:10

3.n.x is directly upgradeable to 3.n+1.latest (follow INSTALL and UPGRADING instructions).

rsw1941 · Post by **rsw1941** » 13 Jan 2014, 02:33

Thank you. I'll pass along. Meanwhile, I just opened a solved ticket.

rsw1941 · Post by **rsw1941** » 13 Jan 2014, 21:48

Settings (gear) in each Dashboard widget resolves my question.

Thank you!

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