Can I add more stats in my queue view?

[oscar]

OTRS had provide open view and closed view , can I have add more feature such as pending view ? if really can , how ?

[Wolfgangf]

Have a look at this: http://doc.otrs.org/3.0/en/html/states-customizing.html

[thomkortekaas]

You can do this.

Open OTRS\Kernel\Modules\AgentTicketStatusView.pm

On line 76 starts "My%Filters"
here you can add filters, I for example added MyOpenTickets and MyClosedTickets.



my %Filters = (

Closed => {
Name => 'All Closed Tickets',
Prio => 1001,
Search => {
StateType => 'Closed',
OrderBy => $OrderBy,
SortBy => $SortBy,
UserID => $Self->{UserID},
Permission => 'ro',
},
},

MyTickets => {
Name => 'My Closed Tickets',
Prio => 1002,
Search => {
StateType => 'Closed',
OwnerIDs => [ $Self->{UserID} ],
OrderBy => $OrderBy,
SortBy => $SortBy,
UserID => $Self->{UserID},
Permission => 'ro',
},
},

MyOpenTickets => {
Name => 'My Open Tickets',
Prio => 1003,
Search => {
StateType => 'Open',
OwnerIDs => [ $Self->{UserID} ],
OrderBy => $OrderBy,
SortBy => $SortBy,
UserID => $Self->{UserID},
Permission => 'ro',
},
},

Open => {
Name => 'All Open Tickets',
Prio => 1004,
Search => {
StateType => 'Open',
OrderBy => $OrderBy,
SortBy => $SortBy,
UserID => $Self->{UserID},
Permission => 'ro',
},
},
);

[oscar]

yeah, I did it, now I got open, close and pending in my status view


furthermore, I want to ask about how to set the unlock and lock ticket? because now when the ticket is lock, other agent will cannot manage the ticket,in addition, once the agents view a ticket and they just click pending and back the ticket will auto lock, how to set do not want the auto lock?


wow, thank you very much for your guys information


appreciate it

[thomkortekaas]

hmm try one or more from these:

SysConfig > Ticket > View Pending
Frontend::Agent::Ticket::ViewPending

Option1
Ticket::Frontend::AgentTicketPending###RequiredLock
No (default value is no)

Option2
Ticket::Frontend::AgentTicketPending###Owner
No (default value is yes)
Option3
Ticket::Frontend::AgentTicketPending###OwnerMandatory
No (default value is no)

(OTRS 3 right ?)