I have created new state (Waiting for the answer) and now I would like to create new overview (is that how it is called Reminder Tickets; Escalated Tickets; New Tickets; Open Tickets?). In that new overview I would list only tickets that have state "Waiting for the answer".
Thank you in advance on your reply.
Best regards.
Add new overview to Dashboard
Moderator: crythias
-
- Znuny newbie
- Posts: 6
- Joined: 10 Mar 2016, 14:28
- Znuny Version: 5.0.5
- Real Name: Tomislav Parčina
- Company: Adriatic.hr d. o. o.
- Location: Split, Croatia
- Contact:
Add new overview to Dashboard
--
Tomislav Parcina
Tomislav Parcina
-
- Znuny guru
- Posts: 2210
- Joined: 13 Mar 2014, 09:16
- Znuny Version: 6.0.14
- Real Name: Rolf Straub
Re: Add new overview to Dashboard
This should be rather easy. Create yourself an additional file in ~otrs/Kernel/Config/Files/ with the correct xml-header and closing.
In that, copy the configuratin of the pending reminder dashlet and modify it to your state, e.g.:
Note the attribute tag and fix it with your state id. Maybe the parameter is called "StateID" instead of "StateIDs".
Edit: And welcome to the forum
In that, copy the configuratin of the pending reminder dashlet and modify it to your state, e.g.:
Code: Select all
<ConfigItem Name="DashboardBackend###0521-TicketPendingForAnswer" 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. Note: Only Ticket attributes and Dynamic Fields (DynamicField_NameX) are allowed for DefaultColumns. Possible settings: 0 = Disabled, 1 = Available, 2 = Enabled by default.</Description>
<Group>Ticket</Group>
<SubGroup>Frontend::Agent::Dashboard</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::Output::HTML::DashboardTicketGeneric</Item>
<Item Key="Title" Translatable="1">Pending for answer Tickets</Item>
<Item Key="Description" Translatable="1">All tickets with a reminder set where the reminder date has been reached</Item>
<Item Key="Attributes">TicketPendingTimeOlderMinutes=1;StateIDs=17;SortBy=PendingTime;OrderBy=Down;</Item>
<Item Key="Filter">Locked</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>
<Item Key="DefaultColumns">
<Hash>
<Item Key="Age">2</Item>
<Item Key="Changed">1</Item>
<Item Key="CustomerID">1</Item>
<Item Key="CustomerName">1</Item>
<Item Key="CustomerUserID">1</Item>
<Item Key="EscalationResponseTime">1</Item>
<Item Key="EscalationSolutionTime">1</Item>
<Item Key="EscalationTime">1</Item>
<Item Key="EscalationUpdateTime">1</Item>
<Item Key="TicketNumber">2</Item>
<Item Key="Lock">1</Item>
<Item Key="Owner">1</Item>
<Item Key="PendingTime">1</Item>
<Item Key="Queue">1</Item>
<Item Key="Responsible">1</Item>
<Item Key="Priority">1</Item>
<Item Key="Service">1</Item>
<Item Key="State">1</Item>
<Item Key="SLA">1</Item>
<Item Key="Title">2</Item>
<Item Key="Type">1</Item>
</Hash>
</Item>
</Hash>
</Setting>
</ConfigItem>
Edit: And welcome to the forum
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
Re: Add new overview to Dashboard
Hi,
sorry to hijack this posting...
I am interested in the possible Attributs in the section
Is it possible to Filter on a ticket type? Where do I find all possible Attributes?
Thanks
Regards
Florian
sorry to hijack this posting...
I am interested in the possible Attributs in the section
Code: Select all
<Item Key="Attributes">TicketPendingTimeOlderMinutes=1;StateIDs=17;SortBy=PendingTime;OrderBy=Down;</Item>
Is it possible to Filter on a ticket type? Where do I find all possible Attributes?
Thanks
Regards
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
-
- Administrator
- Posts: 3934
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Add new overview to Dashboard
Your colleagues could have answered that toowurzel wrote:Hi,
sorry to hijack this posting...
I am interested in the possible Attributs in the section
Code: Select all
<Item Key="Attributes">TicketPendingTimeOlderMinutes=1;StateIDs=17;SortBy=PendingTime;OrderBy=Down;</Item>
Is it possible to Filter on a ticket type? Where do I find all possible Attributes?
https://otrs.github.io/doc/api/otrs/sta ... ch.pm.html
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny wizard
- Posts: 380
- Joined: 20 Sep 2010, 16:54
- Znuny Version: OTRS 6 CE
- Real Name: Alexey Yusov
- Company: Radiant System Group s.r.o
- Location: Prague
- Contact:
Re: Add new overview to Dashboard
It sounds sarcasticroot wrote:Your colleagues could have answered that too
https://otrs.github.io/doc/api/otrs/sta ... ch.pm.html
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?
Re: Add new overview to Dashboard
Hi,
... then it might not be published in this forum
The API search part is really fine. I did not know this 'til now.
regards
Florian
... then it might not be published in this forum
The API search part is really fine. I did not know this 'til now.
regards
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.