[SOLVED] Ticket with deadline

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bmichelot
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[SOLVED] Ticket with deadline

Post by bmichelot »

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,
Last edited by bmichelot on 15 Jun 2017, 11:48, edited 1 time in total.
root
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Re: Ticket with deadline

Post by root »

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

Post by nedmaj »

I would suggest use the Calendar.
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Re: Ticket with deadline

Post by bmichelot »

Hi all,
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
Is there any solution to use only the end time ? and to affectit only faor a date, not date and 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,
bmichelot
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Re: Ticket with deadline

Post by bmichelot »

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>

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>
Thanks for your help,
Regards,
root
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Re: Ticket with deadline

Post by root »

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
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Re: Ticket with deadline

Post by bmichelot »

Thanks for your answer !
I'll try and keep you informed !
Regards
bmichelot
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Re: Ticket with deadline

Post by bmichelot »

Hi all,
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>
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
bmichelot
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Re: Ticket with deadline

Post by bmichelot »

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?
bmichelot
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Re: Ticket with deadline

Post by bmichelot »

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 :
  • state = open or pending reminder or new
  • DynamicField_dateReponse = not empty
How should I write the request ?
<Item Key="Attributes">DynamicField_dateReponse_like=2*;state=open...</Item>
bmichelot
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Re: Ticket with deadline

Post by bmichelot »

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 !
bmichelot
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Re: Ticket with deadline

Post by bmichelot »

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 !
Issues with this is solved.
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 ?
bmichelot
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[SOLVED] Re: Ticket with deadline

Post by bmichelot »

Hi all,
Just a quick message to tell you that I solved the issues by myself.
Everything is working well now.
Regards,
root
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Re: [SOLVED] Re: Ticket with deadline

Post by root »

Hi,
bmichelot wrote: Just a quick message to tell you that I solved the issues by myself.
Maybe you like to share your solution?

- Roy
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Re: Ticket with deadline

Post by bmichelot »

For sure...
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>
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