View Ticket ownership, responsible or lock in dashboard

[mrq]

Hello Again,

Is it possible to configure the dashboard to view tickets and the Agent associated with the ticket; either by ownership, responsible or who has it locked?

I've seen this feature in other helpdesk / service desk applications and would really like to know how it can be done in OTRS.

Any ideas, tips, tricks or configuration suggestions would be greatly appreciated.

mrq

[crythias]

Edit AgentDashboardTicketGeneric.dtl (it's best to do this in your own theme.)
about line 53:

Code: Select all

          <td width="60%">
            <div title="$QData{"Title"}">$QData{"Title","70"}</div>
          </td>
          <td>$QData{"Owner"}</td> <!-- add this line -->
          <td>$QData{"Responsible"}</td> <!-- and maybe this line, too -->
          <td>$QData{"Time"}</td>

[watcher]

Hi
it is possbile to show the CustomerCompany ??

This example does not work, and many others too like "Company, CustomerCompany, UserCompany.

Code: Select all

          <td>$QData{"CustomerCompanyName"}</td> 

Thank you

[crythias]

If the option you chose doesn't work, then it's not built-in.
I should note that Queue does work, though.

[crythias]

Did you try CustomerID?

[mrq]

cythias,
I finally had the chance to input your suggestion.

Worked like a charm

thanks again.

mrq

[Cheesypuffs]

Hi

Now that we have this established, is it possible to filter only tickets by certain owner in the dashboard? I know you can do it using the search option but it is long winded and time consuming. Is there not a filter button on the dashboard itself for this?

I have an agent who only wants to see the tickets assigned to him and which are new/open

Thanks!

[jojo]

there are already build in filters for your own (locked) tickets

[Cheesypuffs]

And if we are not talking about locked tickets?

I am referring to open and new tickets which are NOT locked to the owner

Thanks

[jojo]

As you wrote:

I have an agent who only wants to see the tickets assigned to him and which are new/open

This is exactly what is done by the dashboard

[BrianYin]

why this code does not work?

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<td>$QData{"UserFirstname"} $QData{"UserLastname"}</td>

it's different from owner.
when i changed owner to UserFirstname the dashboard turns out nothing, why is that?
is there the field name i can look for?
Thanks!

[Cheesypuffs]

Ok so I have enabled the My Responsibilities module in the Dashboard. However what I want is to see the tickets listed which are my responsibility (being the owner) but all I see are all tickets by each agent

[BrianYin]

Ok so I have enabled the My Responsibilities module in the Dashboard. However what I want is to see the tickets listed which are my responsibility (being the owner) but all I see are all tickets by each agent

there has your responsibility tickets in the Dashboard: my responsibility ; my queue ; all tickets

[Cheesypuffs]

OK, I see it now. However I am more interested in having the same as My Responsibilities but called "Owned Tickets". My responsibilities are not the same as tickets owned by me. In all other ticketing systems, I have been able to list all tickets owned by me (assigned to me). Is there a module just like My responsibilities which can be created in the dashboard which filters Owned tickets. I am sure it is possible given that My Responsibilities depends on the field Responsible.

Any ideas how to formulate it or where to look? (.pm, .dtl, etc)

Thanks

[michaelsteib]

Hi
I am also interested in having a new button instead of OR like "my locked tickets" which is called "my owned ticket". This sould then show me only the tickets owned by me and all this for reminder tickets, new tickets and open tickets.

Would be great if someone can help here.

Thanks and best regards
michael