Alert when too many tickets in a queue?

[HervE]

Hello forum,

I was asked this:
Is there a way to add an alert when there are too many open tickets in a queue?
Of course, "too many" means: more than a given threshold (parameter).
And "alert" could be whatever: a notification to the agents linked to this queue, or a new grid in dashboard, or a new flag field in the queue table, whatever...

Have some of you already experienced such a case and/or imagine an easy way to achieve that?
Maybe there is a package for this already?

Best regards,
HervE

[reneeb]

What is a "file"?

[HervE]

What is a "file"?

Oops, sorry, I meant "queue".
(French translation of "a queue" is "une file". And since the word "file" means another thing in English, it is very confusing.)
OK, let me edit my first message.
Thanks for your reaction!

Regards,
HervE

[jojo]

this would need some small development. You can use http://blog.otrs.org/2010/05/26/soap-ho ... eporting1/ and http://blog.otrs.org/2010/05/28/soap-ho ... eporting2/ as a starting point. This uses the rpc.pl SOAP interface...

[HervE]

Thank you for that.

I was thinking of another idea, instead of an alert, maybe use the Ticket Queue Overview and set the too high numbers in another color (or background color).
Do you think it could be easy to do? and how?

I didn't see any configuration of Ticket Queue Overview in SysConfig unfortunately (except the states).

Regards,
HervE

[HervE]

Hello,

I managed somehow, although not fully satisfied of the way it's done. Here is what I did.

In AgentDashboardTicketQueueOverview.dtl, I added the number of tickets $Data{"Number"} at the end of the AsBlock class:

Code: Select all

<!-- dtl:block:ContentLargeTicketQueueOverviewQueueResults -->
            <td><a class="AsBlock$Data{"Number"}" href="$Env{"Baselink"}Action=AgentTicketSearch;Subaction=Search;$QEnv{"ChallengeTokenParam"};StateIDs=$LQData{"StateID"};QueueIDs=$LQData{"QueueID"};$QData{"Sort"}">$Text{"$Data{"Number"}"}</a></td>
<!-- dtl:block:ContentLargeTicketQueueOverviewQueueResults -->

Then, in Core.Default.css, I added the new AsBlocknn classes:

Code: Select all

a.AsBlock10, a.AsBlock11, a.AsBlock12, a.AsBlock13, a.AsBlock15, a.AsBlock16, a.AsBlock17, a.AsBlock18, a.AsBlock19 {
    color: red;
    background-color: yellow;
}

a.AsBlock20, a.AsBlock21, a.AsBlock22, a.AsBlock23, a.AsBlock24, a.AsBlock25, a.AsBlock26, a.AsBlock27, a.AsBlock28, a.AsBlock29 {
    color: black;
    background-color: red;
}

In this way, all numbers from 10 to 19 are displayed in red on yellow, and all numbers from 20 to 29 are displayed in black on red.
All the others remain default colors.

If you think of, or know, a way to do it better (I mean more "generalized"), please tell it.

Best regards,
HervE