[SOLVED] Ticket with deadline
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[SOLVED] Ticket with deadline
Hi all,
Is there a way to have a specific list of ticket in the dashboard, for which a date recorded by a dynamic field is used ?
We receive request with deadline and we would like to highlight those tickets.
Thanks for the help,
Regards,
Is there a way to have a specific list of ticket in the dashboard, for which a date recorded by a dynamic field is used ?
We receive request with deadline and we would like to highlight those tickets.
Thanks for the help,
Regards,
Last edited by bmichelot on 15 Jun 2017, 11:48, edited 1 time in total.
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Re: Ticket with deadline
You can create a customer dashboard widget which show these ticket. Search the forums, there must be topics, in general a dashboard widget is a ticket search.
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Re: Ticket with deadline
I would suggest use the Calendar.
Samuel
Znuny 6.3.4 | OTRS 5.0.17
OS: Debian 11 | CentOS 6.5
Database: Postgres | Oracle 12.1
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Znuny 6.3.4 | OTRS 5.0.17
OS: Debian 11 | CentOS 6.5
Database: Postgres | Oracle 12.1
Number of agents: 450 | Number of customers: 20000 | Number of CIs: 30000
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Re: Ticket with deadline
Hi all,
Thanks for your replies.
The calendar could be a good idea...
But, for us... The drawbacks of this solution will be :
Can we change the height of the calendar ?
I will make a search for the dashboard widget, but it seems to not be so easy to do.
Regards,
Thanks for your replies.
The calendar could be a good idea...
But, for us... The drawbacks of this solution will be :
- The calendar dimensions
- We only need a date, not a start and end date also with hour
Can we change the height of the calendar ?
I will make a search for the dashboard widget, but it seems to not be so easy to do.
Regards,
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Re: Ticket with deadline
Hi all,
I am coming back on this request.
I would like to introduce a new dashboard widget which will list the ticket with customer deadlines.
I understand that I have to modify the Ticket.xml file.
But I do not know which attributes I should use.
The DynamicField used is "dateReponse". So in the xml parameter attribute what should I write ?
<Item Key="Attributes">DynamicField_dateReponse=?</Item>
Thanks for your help,
Regards,
I am coming back on this request.
I would like to introduce a new dashboard widget which will list the ticket with customer deadlines.
I understand that I have to modify the Ticket.xml file.
But I do not know which attributes I should use.
The DynamicField used is "dateReponse". So in the xml parameter attribute what should I write ?
<Item Key="Attributes">DynamicField_dateReponse=?</Item>
Code: Select all
<ConfigItem Name="DashboardBackend###0120-TicketDeadline" Required="0" Valid="1">
<Description Translatable="1">Parameters for the dashboard backend of the new tickets 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::Dashboard::TicketGeneric</Item>
<Item Key="Title" Translatable="1">Tickets with deadline</Item>
<Item Key="Description" Translatable="1">All tickets, which have deadline set</Item>
<Item Key="Attributes">DynamicField_dateReponse=?</Item>
<Item Key="Filter" Translatable="1">All</Item>
<Item Key="Time">Age</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="Created">1</Item>
<Item Key="CustomerCompanyName">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>
Regards,
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Re: Ticket with deadline
Please don't edit Ticket.xml, create an own one like MyDashboards.xml. This prevents problem when updating/upgrading OTRS.
For the right value see http://doc.otrs.com/doc/api/otrs/stable ... ch.pm.html and try DynamicFIeld_dateResponse_Like=* first
For the right value see http://doc.otrs.com/doc/api/otrs/stable ... ch.pm.html and try DynamicFIeld_dateResponse_Like=* first
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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Do you want to contribute or want to know where it goes ?
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Do you want to contribute or want to know where it goes ?
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Re: Ticket with deadline
Thanks for your answer !
I'll try and keep you informed !
Regards
I'll try and keep you informed !
Regards
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Re: Ticket with deadline
Hi all,
I come back on this topic.
With IT team, we try to add the below xml file :
We restarted OTRS services and nothing happened.
File is located in the same directory as the ticket.xml
Is there something that we miss ?
Thanks for your help
I come back on this topic.
With IT team, we try to add the below xml file :
Code: Select all
<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
<ConfigItem Name="DashboardBackend###0120-TicketDeadline" Required="0" Valid="1">
<Description Translatable="1">Parameters for the dashboard backend of the new tickets 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::Dashboard::TicketGeneric</Item>
<Item Key="Title" Translatable="1">Tickets with deadline</Item>
<Item Key="Description" Translatable="1">All tickets, which have deadline set</Item>
<Item Key="Attributes">DynamicField_dateReponse=*</Item>
<Item Key="Filter" Translatable="1">All</Item>
<Item Key="Time">Age</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="Created">1</Item>
<Item Key="CustomerCompanyName">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>
</otrs_config>
File is located in the same directory as the ticket.xml
Is there something that we miss ?
Thanks for your help
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Re: Ticket with deadline
I double check with the ticket.xml and there are :
<ConfigItem Name="DashboardBackend###0120-TicketNew" Required="0" Valid="1"> used in ticket.xml
And we are trying to add :
<ConfigItem Name="DashboardBackend###0120-TicketDeadline" Required="0" Valid="1"> in myDashboard.xml
Shall we modify the value ?
It also seems that the xml has been modified betwween the 5.0.16 version and the 5.0.20... True ?
Shall we update the xml file added in relation with the new data inside the ticket.xml?
<ConfigItem Name="DashboardBackend###0120-TicketNew" Required="0" Valid="1"> used in ticket.xml
And we are trying to add :
<ConfigItem Name="DashboardBackend###0120-TicketDeadline" Required="0" Valid="1"> in myDashboard.xml
Shall we modify the value ?
It also seems that the xml has been modified betwween the 5.0.16 version and the 5.0.20... True ?
Shall we update the xml file added in relation with the new data inside the ticket.xml?
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Re: Ticket with deadline
I made some improvements...
The widget appears in the dashboard.
But the filter used is not working. I have all tickets.
I would like to see only tickets which are :
<Item Key="Attributes">DynamicField_dateReponse_like=2*;state=open...</Item>
The widget appears in the dashboard.
But the filter used is not working. I have all tickets.
I would like to see only tickets which are :
- state = open or pending reminder or new
- DynamicField_dateReponse = not empty
<Item Key="Attributes">DynamicField_dateReponse_like=2*;state=open...</Item>
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Re: Ticket with deadline
Another question !
I tried several iteration of the added xml file.
But it seems that OTRS is still using the first XML submitted... despite many modification of it. And even it has be removed from the directory !
Is there a service that we should restart ?
Thanks for your help !
I tried several iteration of the added xml file.
But it seems that OTRS is still using the first XML submitted... despite many modification of it. And even it has be removed from the directory !
Is there a service that we should restart ?
Thanks for your help !
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- Znuny newbie
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Re: Ticket with deadline
Issues with this is solved.bmichelot wrote:Another question !
I tried several iteration of the added xml file.
But it seems that OTRS is still using the first XML submitted... despite many modification of it. And even it has be removed from the directory !
Is there a service that we should restart ?
Thanks for your help !
I found that updating the Edit Config Settings in Ticket → Frontend::Agent::Dashboard rebuild the config file for the dashboard.
Next !
The new attributes are :
<Item Key="Attributes">DynamicField_dateReponse_Like=2*;StateType=open;StateType=new;TicketPendingTimeOlderMinutes=1;StateType=pending reminder;</Item>
But there is no result...
What's wrong ?
I write "DynamicField_dateReponse_Like=2*;" to filter on date in between 2000 and 2999. Is it ok ?
Is "StateType=open;StateType=new;TicketPendingTimeOlderMinutes=1;StateType=pending reminder;" means that all of these conditions must be active ? If yes, that's why I have no result, isn't it ? How should I use AND and OR conditions ?
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[SOLVED] Re: Ticket with deadline
Hi all,
Just a quick message to tell you that I solved the issues by myself.
Everything is working well now.
Regards,
Just a quick message to tell you that I solved the issues by myself.
Everything is working well now.
Regards,
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Re: [SOLVED] Re: Ticket with deadline
Hi,
- Roy
Maybe you like to share your solution?bmichelot wrote: Just a quick message to tell you that I solved the issues by myself.
- Roy
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 ?
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- Znuny newbie
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Re: Ticket with deadline
For sure...
Here is the code used :
Here is the code used :
Code: Select all
<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
<ConfigItem Name="DashboardBackend###0105-TicketDeadline" Required="0" Valid="1">
<Description Translatable="1">Parameters for the dashboard backend of the new tickets 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::Dashboard::TicketGeneric</Item>
<Item Key="Title" Translatable="1">Tickets avec date de réponse</Item>
<Item Key="Description" Translatable="1">Tickets avec une date de réponse demandée par le client</Item>
<Item Key="Attributes">DynamicField_dateReponse_GreaterThan=2000-01-01 00:00:00;StateType=open;StateType=new;StateType=pending reminder;SortBy=DynamicField_dateReponse;OrderBy=Up</Item>
<Item Key="Filter" Translatable="1">All</Item>
<Item Key="Time">Age</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="Created">1</Item>
<Item Key="CustomerCompanyName">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>
<Item Key="DynamicField_dateReponse">2</Item>
</Hash>
</Item>
</Hash>
</Setting>
</ConfigItem>
</otrs_config>