Add new overview to Dashboard

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tparcina
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Add new overview to Dashboard

Post by tparcina »

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.
--
Tomislav Parcina
RStraub
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Re: Add new overview to Dashboard

Post by RStraub »

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.:

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>
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 ;)
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
wurzel
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Re: Add new overview to Dashboard

Post by wurzel »

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?


Thanks
Regards
Florian
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root
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Re: Add new overview to Dashboard

Post by root »

wurzel 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?
Your colleagues could have answered that too ;-)
https://otrs.github.io/doc/api/otrs/sta ... ch.pm.html
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Do you want to contribute or want to know where it goes ?
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Re: Add new overview to Dashboard

Post by alexus »

root wrote:Your colleagues could have answered that too
https://otrs.github.io/doc/api/otrs/sta ... ch.pm.html
It sounds sarcastic ;-)
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wurzel
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Re: Add new overview to Dashboard

Post by wurzel »

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
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.
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