Create a dashlet/widget using dynamic fields

[Cheesypuffs]

Hi

I have created 2 dynamic fields for 3rd Party Tickets (3rd Party and 3rd Party ticket number). I would now like to create a dashlet/widget like that of Agent Calendar/Upcoming Events to be able to list the open tickets which have these 2 dynamic fields filled in. Can anyone help me for the coding?

I am running OTRS 3.1.7, Windows 2008 R2, Apache, MySQL

[Cheesypuffs]

I have so far used the following link to assist me http://blog.otrs.org/2010/09/26/keep-an ... entTSearch

I created xml file in Kernel\Config\Files called 3rd Party Open Tickets.xml with the below data:

<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
<ConfigItem Name="DashboardBackend###0430-3rdPartyTicketsOpen" Required="0" Valid="1">
<Description Lang="en">Parameters for the dashboard backend. ...</Description>
<Group>Ticket</Group>
<SubGroup>Frontend::Agent::Dashboard</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::Output::HTML::DashboardTicketGeneric</Item>
<Item Key="Title">3rd Party Open Tickets</Item>
<Item Key="Description">3rd party tickets which need to be answered!</Item>
<Item Key="Attributes">DynamicField_3rd Party=Microsoft;StateType=open;StateType=new;</Item>
<Item Key="Filter">All</Item>
<Item Key="Time">Age</Item>
<Item Key="Limit">5</Item>
<Item Key="Permission">rw</Item>
<Item Key="Block">ContentLarge</Item>
<Item Key="Group"></Item>
<Item Key="Default">1</Item>
<Item Key="CacheTTLLocal">0.5</Item>
</Hash>
</Setting>
</ConfigItem>
</otrs_config>

Code: Select all

I have the dashlet available and enable it but I do not get ONLY the 3rd Party Tickets related to Microsoft. In fact I get a mixture of all tickets whether 3rd Party or not

[Cheesypuffs]

Anyone?

[crythias]

>DynamicField_3rd Party=Microsoft;StateType=open;StateType=new;

The documentation for DynamicField is:
# check if parameter is a dynamic field and capture dynamic field name (with DynamicField_)
# in $1 and the Operator in $2
# possible Dynamic Fields options include:
# DynamicField_NameX_Equals=123;
# DynamicField_NameX_Like=value*;
# DynamicField_NameX_GreaterThan=2001-01-01 01:01:01;
# DynamicField_NameX_GreaterThanEquals=2001-01-01 01:01:01;
# DynamicField_NameX_LowerThan=2002-02-02 02:02:02;
# DynamicField_NameX_LowerThanEquals=2002-02-02 02:02:02;

[Cheesypuffs]

Thanks for replying Crythias

I guess you are referring to DashboardTicketGeneric.pm, right?

Do I therefore have to unquote the comments (#) for the one I wish to use? If the dynamic field is 3rdParty, could you please tell me what would I put? I am a bit confused...

Thanks in advance

[crythias]

I guess you are referring to DashboardTicketGeneric.pm, right?

Sure, as are you.

Do I therefore have to unquote the comments (#) for the one I wish to use?

no... you just have to follow the structure.

wrong:

<Item Key="Attributes">DynamicField_3rd Party=Microsoft;StateType=open;StateType=new;</Item>

correct:

Code: Select all

<Item Key="Attributes">DynamicField_3rd Party_Equals=Microsoft;StateType=open;StateType=new;</Item> 

[Cheesypuffs]

Hi again

I have added your code to the xml with the following result:

<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
<ConfigItem Name="DashboardBackend###0430-3rdPartyTicketsOpen" Required="0" Valid="1">
<Description Lang="en">Parameters for the dashboard backend. ...</Description>
<Group>Ticket</Group>
<SubGroup>Frontend::Agent::Dashboard</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::Output::HTML::DashboardTicketGeneric</Item>
<Item Key="Title">3rd Party Open Tickets</Item>
<Item Key="Description">3rd party tickets which need to be answered!</Item>
<Item Key="Attributes">DynamicField_3rd Party_Equals=Microsoft;StateType=open;StateType=new;</Item>
<Item Key="Filter">All</Item>
<Item Key="Time">Age</Item>
<Item Key="Limit">5</Item>
<Item Key="Permission">rw</Item>
<Item Key="Block">ContentLarge</Item>
<Item Key="Group"></Item>
<Item Key="Default">1</Item>
<Item Key="CacheTTLLocal">0.5</Item>
</Hash>
</Setting>
</ConfigItem>
</otrs_config>

However I still get in the dashboard dashlet ALL tickets whether 3rd party or not

Any ideas?

Thanks again!

[crythias]

; is or.

[Cheesypuffs]

Sorry, what do you mean by ; is or. ??

[crythias]

<Item Key="Attributes">DynamicField_3rd Party_Equals=Microsoft;StateType=open;StateType=new;</Item>

DynamicField_3rd Party_Equals=Microsoft OR
StateType=open OR
StateType=new

[Cheesypuffs]

Thanks again Crythias...

I get it now. The ; stands for OR. Instead of OR, what would be the command for AND?

By this I mean DynamicField_3rd Party_Equals=Microsoft AND
StateType=open AND
StateType=new

I am definitely making progress

[Cheesypuffs]

I say this because in fact the field 3rd Party has 3+ vendors (not just Microsoft) and I want to be able to see ALL possible vendors for tickets open and new

[crythias]

By this I mean DynamicField_3rd Party_Equals=Microsoft AND
StateType=open AND
StateType=new

I really wanted you to look at this question.

... I'll wait ...

no?

Can the StateType be both open and new?

[Cheesypuffs]

I see your point...an overlook there

So maybe I should have written something like

DynamicField_3rd Party_Equals=Microsoft AND
StateType=open OR
StateType=new

Can you indicate to me what that would be in commands? I know OR now is ;.....but AND?

[yuri0001]

Hi!
Can I ask my question here?
Can I use construction like:
<Item Key="Attributes">DynamicField_DueDate_GreaterThan=CurrentDate;StateType=open;StateType=new;</Item>
I want to replace CurrentDate with some variable which value is current date.
All idea is to display in Dashboard tickets which DynamicField_DueDate greater than current date and state is new or open.
How to do it in right way?
I'm round fool in Perl and need your help.
Sorry my bad English.

[Cheesypuffs]

As I said before, in the Dynamic Field_3rd Party I have 3 or more vendors (Microsoft, Xerox, etc) and I need the attribute to search for all those tickets with the fields filled.

I have tried:

"DynamicField_3rd Party_Equals=Microsoft;Xerox;" as well as "DynamicField_3rd Party_Like=Microsoft*;Xerox*;" but since ; stands for OR, it will not show me both Microsoft and Xerox tickets. I need a code for AND

So still stuck

[crythias]

try saved searches.

[Cheesypuffs]

I know I can do this and it works using a search template but what I wanted to have was a dashlet on my Dashboard

[crythias]

DynamicField_3rd Party_Equals=Microsoft;DynamicField_3rd Party_Equals=Xerox;

(careful about space in the fieldname...)

don't worry about state=new; state=open.

[Cheesypuffs]

Hi Crythias

I still only get one ticket showing up from only 1 of the vendors when I know there are more than 1. It seems like the ; chooses one vendor or the other

I put in the attributes DynamicField_3rd Party_Equals=Microsoft;DynamicField_3rd Party_Equals=Xerox;

and I only get the ticket of Xerox showing. But when I do a search I see another from Microsoft....hmmmm

A mindboggling situation here as if I can do a search totally fine I should be able to get a dashlet working with the same search criteria...unless the search format is different.....if only I could see the underlying code for the search to then copy into the attributes part of the dashlet

[crythias]

save the search then use the button for the saved search to get a bookmarkable link.

[Cheesypuffs]

I have the search saved in a template. When I click on Profile Link I get

http://pq9otrs01/otrs/index.pl?Action=A ... ket%20List

How can this help for my dashlet?

[crythias]

Guess it doesn't. I don't know how to help you. However, you may consider that this is too important to be a dynamic field and make it a queue or service.

[Sleepwalker]

Hi crythias,

sorry to open up and reply in this thread but can you answer this since its related in dynamic field.

here's what I'am trying to do.

I want to show all ticket except ticket with Problem Location with "GMA"

I try the parameter in the documentation but still include the ticket with Problem Location "GMA" .

Code: Select all

<Item Key="Attributes">DynamicField_locprob_Not_Equals=GMA;</Item>
<Item Key="Attributes">DynamicField_locprob_Equals!=GMA;</Item>
<Item Key="Attributes">DynamicField_locprob_Equals=-GMA;</Item>