Custom Widget in Agent Dashboard

[ds_otrs]

Hi All,

Am new to OTRS.. I want to customize new widget in Agent Dashboard similar to New Tickets widget.. The purpose is I want to display tickets based on priority in seperate widget.so can any one guide me how to proceed in that way..


Thanks

[checo911mx]

Hi
the system can´t able for this functionality, when you assigned a priority policy for tickets, this appear with a different color,
but it is only manner of view the ticket list.

[kevinpattison]

I tried to do this by creating a file called Kernel/Config/Files/PriortyDashlet.xml with the contents:

Code: Select all

<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
    <ConfigItem Name="DashboardBackend###0110-PriorityTickets" Required="0" Valid="1">
        <Description Translatable="1">Parameters for the dashboard backend of the ticket pending reminder overview of the agent interface . "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin.</Description>
        <Group>Ticket</Group>
        <SubGroup>Frontend::Agent::Dashboard</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Module">Kernel::Output::HTML::DashboardTicketGeneric</Item>
                <Item Key="Title">Priority Tickets</Item>
                <Item Key="Description">All tickets that have a Priority greater than "normal".</Item>
                <Item Key="Attributes">PriorityID=[4,5];StateType=open;</Item>
                <Item Key="Filter">All</Item>
                <Item Key="Time">UntilTime</Item>
                <Item Key="Limit">10</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>

but this doesn't work. Can anyone tell me why it doesn't? I'm looked in Kernel/System/Ticket.pm and the Ticket object does have a PriorityID parameter as far as I can see.

Kevin

[kevinpattison]

I've looked through all the relevant .pm files for this and I can't find why it's not working. Can anyone help?

[vkandersv]

<Item Key="Attributes">PriorityID=[4,5];StateType=open;</Item>

I dont know the exact right syntax for this, but;

PriorityIDs=4;StateTypeIDs=1
works a bit better, but it shows just priority 4, not both 4 and 5.

Im using a similar for excluding some queues and just showing the one thats relevant; but it doesnt seemthat PriorityIDs and QueueIDs work the same way.

StateType=open;SortBy=TicketFreeTime1;LockIDs=1;QueueIDs=28;QueueIDs=2;QueueIDs=5;QueueIDs=16;QueueIDs=12;QueueIDs=6;QueueIDs=15


This is what is in the source code, perhaps you could try som variants.

DashboardTicketGeneric.pm: =~ /^(StateType|StateTypeIDs|Queues|QueueIDs|Types|TypeIDs|States|StateIDs|Priorities|PriorityIDs|Services|ServiceIDs|SLAs|SLAIDs|Locks|LockIDs|OwnerIDs|ResponsibleIDs|WatchUserIDs|ArchiveFlags

[kevinpattison]

Thanks vkandersv,

That worked fine for me. I've created the attached package for others to use if they have the same requirements.

PriorityDashlets1.0.opm

[kevinpattison]

Updated already!

Added other (default viewable) StateTypeIDs.