Queue View - showing also close tickets

[andrep]

Hello,

I create a Queue : New colleagues

When a new colleague join the company, the HR department send a message to the IT_support address and a ticket is created.

After that, the IT department start their job like : give a notebook and sign the company policies, special access rights,...

And finally close the ticket.

In the Queue view, will be great if we can also see the closed ticket like in the status view.

Otherwise, we need to use the search function. Not very convenient,...

Any setting in Sysconfig for doing this ? Or any workaround ?

Thank you for your help

Andre

[crythias]

When you have 10,000 closed tickets, this will create a burden on your system.
You probably want to save a "Closed in the last X days" magnifying glass search.

[andrep]

Hi,

Thank you for your feedback.

Ok, but how OTRS work in the Status view ?

Even in the Status View, the case is worst, because at this place, ALL closed tickets in the system (> 10'000) are displayed.

In the Queue View, if the closed tickets can be displayed, it will be ONLY the closed ticket of the displayed queue.

Thank you

Andre

[reneeb]

That works as designe. The state view shows all tickets based on their state, regardless the queue. The Queue view shows the tickets of each queue.

[andrep]

Hi Renee,

In the Queue View, we can see ONLY the active tickets.

In the Status View, we can see the active tickets AND the closed tickets

My request was to see the closed tickets in the Queue View TOO.

The search function is too complicate for my customer's need.

Best regards

Andre

[reneeb]

Try to add a new filter at https://github.com/OTRS/otrs/blob/maste ... ue.pm#L236

[andrep]

Thank you.

Could you help me to write the code for the filter ?

I saw in the AgentTicketStatusView.pm the following code
Closed => {
Name => Translatable('Closed tickets'),
Prio => 1001,
Search => {
StateType => 'Closed',
OrderBy => $OrderBy,
SortBy => $SortBy,
UserID => $Self->{UserID},
Permission => 'ro',
},
},

And in the AgentTicketQueue.pm the following filters

Unlocked => {
Name => Translatable('Available tickets'),
Prio => 1001,
Search => {
LockIDs => \@ViewableLockIDs,
StateIDs => \@ViewableStateIDs,
QueueIDs => \@ViewableQueueIDs,
%Sort,
Permission => $Permission,
UserID => $Self->{UserID},
UseSubQueues => $UseSubQueues,
},
},


How to add the filter correctly for viewing the closed ticket in the AgentTicketQueue.pm ?

Thank you for your help

Andre