Exclude tickets from Dashboard "New Tickets/All queues"

[baumbuwe]

Hi,

we have two queues ("junk" and "spam suspicious") whose tickets we want to exclude from the dashboard New Tickets and Open Tickets lists with filter "all queues".

That means "all queues" should be interpreted as "all without these two".

Testing around in Ticket -> Frontend::Agent::Dashboard DashboardBackend###0120-TicketNew I couldn´t find out correct syntax to set attributes.

I thought something like "Queues<>Junk;" might do - but ...

Any suggestions??

THX in advance.
Uwe

[crythias]

You won't see queues if you're not a member of the groups the queues belong to.

[baumbuwe]

Hi,

in general you are right.

But we have admins/agents, who have to care about mentioned two queues beside their daily ticket work.

Ofcourse, they might work with a second logon - but this isn´t nice.

Our goal is:
to exclude tickets of the two queues from the genereal "all" lists and leave them in the responsibility of special admins.

Greetings
Uwe

[crythias]

consider not making these queues part of their "my queues" ...

[baumbuwe]

Misunderstanding.

They do have their own list of "my queues".
This is for handling tickets relating to their subject.

And:
They are technically responsible for the whole system, have an eye for "all" tickets and queues, but, please, not for spam & junk.
And this is perhaps 60% of new tickets.
(We work about healing this, but this is another story.)

It indeed seems to be sophisticated to exclude two queues from the "all" set of queues?!

Greetings
Uwe

[crythias]

Or a state type (not state, state type) that isn't "open". State type="spam" State="open possible spam".

These will not show up on dashboard, unless the visible state types include the new "spam" state type.

[baumbuwe]

Interesting idea.
I may introduce these two state types.

Next steps are?

Current workflow is:

A filter redirects incoming mails with a header X-Spam-Level into queue Spam-Verdacht ("spam suspicion"), creating there new tickets.
They should get the new status "spam suspicioned" automatically?!

And so tickets being moved from elsewhere into queue Junk should/could change state to "Junk".
could be done manually during move - but this is fault-prone.

How to achieve this automatism?

Greetings
Uwe

How to automate

[crythias]

The spam can be handled by PostMasterFilter. The junk can be handled by Generic Agent.

[baumbuwe]

> The spam can be handled by PostMasterFilter.

... means to set X_OTRS_State ?!

> The junk can be handled by Generic Agent

asynchronous every 10 minutes

[ngow]

This is exactly the sort of customisation that we are looking for, using the Generic Agent to change the state sort of works but is a bit irritating and always has a lag. I am presuming that there is no way of specifying the Queues required in the Attributes or the Filter setting for the Ticket -> Frontend::Agent::Dashboard, DashboardBackend###0120-TicketNew config?

If it is possible does anybody has a syntax example?

BTW One change we made to help was to add a Junk link directly to a ticket view, which changed the queue and the state, only made it to 2.0.4, am now upgrading and looking at 3.0.7 to do the same thing.

[crythias]

If the junk and spam queues are not in "My Queues", they won't see them on dashboard for "My Queues" but they will see those queues in Tickets, Queue View.

But since the OP wants this to not be in "All Queues" the only filter there is not being a member of the group. This is just standard fair.

There is not another way to filter this by default without giving the Junk or Spam Queue another attribute that isn't shown.

If you want to make something happen immediately upon ticket create, consider a ticket event instead of a Generic Agent.

It won't be too difficult.

[cjseriy]

H1!
Have i understood it right?
In order to exclude spam marked tickets from dashboard so that they could be still accessible from Tickets menu I have to create new state type "spam" and make this state automatically set to tickets marked as spam?
Thats all?