Add Next State field to AgentTicketResponsible

[bwesaala]

Hi,

I have two questions:

1)How can I enable the Next state field when changing the Responsible. I agents to be able the change ticket state without taking ownership of the ticket. That way I can have a helpdesk function that maintains ownership of the tickets and the people working on the tickets are able to update the ticket state without using the Add Note button.

2)How can I create a custom dashlet which shows tickets summarized by agent. This is to enable the helpdesk staff monitor the workload of agents working on tickets. The same can also be used by the agents to quickly see which tickets they are working on (responsible for).

Thank you

[bwesaala]

Hi Again,

I managed to work out the first part in SysConfig:

Ticket->Frontend::Agent::Ticket::ViewResponsible###State = Yes

Still trying to figure out the second part. This link has been helpful but still not clear especially on the "Attributes" and "Filter" settings.

I will appreciate any pointers.

Brian

[diginin]

Hi,

I have two questions:
...
2)How can I create a custom dashlet which shows tickets summarized by agent. This is to enable the helpdesk staff monitor the workload of agents working on tickets. The same can also be used by the agents to quickly see which tickets they are working on (responsible for).
...

Out-of-the-box, just use the status view and sort by owner. Otherwise, you will have to dig into developing a new dashboard widget, as I think the current generic will not meet your filtering needs.

[artjoms15]

Or you can use statistics module and get ticket count for each Agent in the system

[diginin]

Or you can use statistics module and get ticket count for each Agent in the system

True, this would give you numbers, but not a live management tool. Did I misunderstand the purpose?

[bwesaala]

I need a live management tool and I am thinking of developing a new dashboard widget. Neither the Status View nor the Statistics satisfy my user's requirements but currently they are using the Status View. Please feel free to point me to any useful resources. I will put up any progress I make. Thanks!

Brian