Need HELP to modify a filter in AgentTicketResponsibleView.pm

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alessandrom
Znuny newbie
Posts: 7
Joined: 05 Apr 2018, 20:39
Znuny Version: 6.0.x
Real Name: Alessandro

Need HELP to modify a filter in AgentTicketResponsibleView.pm

Post by alessandrom »

Hi everyone,

I need help to create an exclusive filter inside the file AgentTicketResponsibleView.pm.

These are my changes:

# define filter
my %Filters = (
All => {
Name => Translatable('Responsible'),
Prio => 1000,
Search => {
StateType => 'Open',
ResponsibleIDs => [ $Self->{UserID} ],
OrderBy => $OrderBy,
SortBy => $SortByS,
UserID => 1,
Permission => 'ro',
},
},

Owner => {
Name => Translatable('Owner'),
Prio => 1001,
Search => {
StateType => 'Open',
OwnerIDs => [ $Self->{UserID} ],
OrderBy => $OrderBy,
SortBy => $SortByS,
UserID => 1,
Permission => 'ro',
},
},

In the "ticket responsible window" I can see now one new filter called "Owner" where there are all the tickets owned by the agent.

I'd like to have a filter called "Owner and NOT Responsbile".

I suppose this is the code to modify:

OwnerIDs => [ $Self->{UserID} ],

but I have not idea how to add filter " and NOTResponsbile".

I tried to write this filter but it does'nt work:

Owner => {
Name => Translatable('Owner'),
Prio => 1001,
Search => {
StateType => 'Open',
OwnerIDs => [ $Self->{UserID} ],
ResponsibleIDs != [ $Self->{UserID} ],
OrderBy => $OrderBy,
SortBy => $SortByS,
UserID => 1,
Permission => 'ro',
},
},

Any suggestion?
OTRS 5.0.x, ITSM, Zuny4OTRS

CentOS 7
alessandrom
Znuny newbie
Posts: 7
Joined: 05 Apr 2018, 20:39
Znuny Version: 6.0.x
Real Name: Alessandro

Re: Need HELP to modify a filter in AgentTicketResponsibleView.pm

Post by alessandrom »

I think I'm close to the desired result (i need to edit the Label from "Responsible" to "All"):

This is my modded responsible view window:
responsible-view.JPG
This is the Owner filter added to the same window:
owner-view.JPG
This is the modded counter function that I added on file "/opt/otrs/Kernel/Output/HTML/ToolBar/TicketResponsible.pm"

my $CountOwnerResponsible = $TicketObject->TicketSearch(
Result => 'COUNT',
StateType => 'Open',
ResponsibleIDs => [ $Self->{UserID} ],
OwnerIDs => [ $Self->{UserID} ],
UserID => 1,
Permission => 'ro',
);

$Count = $Count + $CountOwner - $CountOwnerResponsible;

So this number:
responsible-icon.jpg
it's the total number of agent tickets (owner only, responsible only and owner and responsible)

What I need is a single VIEW where the agents can see all their tickets or 3 separate views:
owner only
responsible only
owner and responsble

My agents have difficulties because they do not have a global and clear situation of the tickets in which they are involved. (it does not matter if as owner or as responsible)

I'm stuck here :(
Any suggestion please?
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OTRS 5.0.x, ITSM, Zuny4OTRS

CentOS 7
alessandrom
Znuny newbie
Posts: 7
Joined: 05 Apr 2018, 20:39
Znuny Version: 6.0.x
Real Name: Alessandro

Re: Need HELP to modify a filter in AgentTicketResponsibleView.pm

Post by alessandrom »

To modify the title from "My Responsible Tickets" to "My tickets":

edit file: ./Kernel/Modules/AgentTicketResponsibleView.pm and replace the string

TitleName => Translatable('My Responsible Tickets'),

with

TitleName => Translatable('My Tickets'),

Still not able to modify filters section to have the filters:

"owner only tickets" and "responsible only tickets"
OTRS 5.0.x, ITSM, Zuny4OTRS

CentOS 7
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