I created a custom widget to show to all agents open tickets becoming the ALERT queue.
It is all ok but the ticket are shown in this widget only if the agent is in the "admin" group.
Other agents do not see tickets.
All agents become to group "users" and group "users" have "rw" permissions on ALERT queue.
Where I'm wrong?
Thanks!
Code: Select all
<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="2.0" init="Application">
<Setting Name="DashboardBackend###0901-TicketAlert" Required="0" Valid="1">
<Description Translatable="1">Parameters for the dashboard backend of the open tickets overview of the agent interface. "Limit" is the number of entr
<Navigation>Frontend::Agent::View::Dashboard</Navigation>
<Value>
<Hash>
<Item Key="Module">Kernel::Output::HTML::Dashboard::TicketGeneric</Item>
<Item Key="Title" Translatable="1">ALERT ATTIVE</Item>
<Item Key="Description" Translatable="1">Allerte aperte sulla rete.</Item>
<Item Key="Attributes">StateType=open;Queues=ALERT;</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>
<DefaultItem ValueType="Select">
<Item ValueType="Option" Value="0" Translatable="1">0 - Disabled</Item>
<Item ValueType="Option" Value="1" Translatable="1">1 - Available</Item>
<Item ValueType="Option" Value="2" Translatable="1">2 - Enabled by default</Item>
</DefaultItem>
<Item Key="Age" SelectedID="2"></Item>
<Item Key="Changed" SelectedID="1"></Item>
<Item Key="Created" SelectedID="1"></Item>
<Item Key="CustomerCompanyName" SelectedID="1"></Item>
<Item Key="CustomerID" SelectedID="1"></Item>
<Item Key="CustomerName" SelectedID="1"></Item>
<Item Key="CustomerUserID" SelectedID="1"></Item>
<Item Key="EscalationResponseTime" SelectedID="1"></Item>
<Item Key="EscalationSolutionTime" SelectedID="1"></Item>
<Item Key="EscalationTime" SelectedID="1"></Item>
<Item Key="EscalationUpdateTime" SelectedID="1"></Item>
<Item Key="TicketNumber" SelectedID="2"></Item>
<Item Key="Lock" SelectedID="1"></Item>
<Item Key="Owner" SelectedID="1"></Item>
<Item Key="PendingTime" SelectedID="1"></Item>
<Item Key="Queue" SelectedID="1"></Item>
<Item Key="Responsible" SelectedID="1"></Item>
<Item Key="Priority" SelectedID="1"></Item>
<Item Key="Service" SelectedID="1"></Item>
<Item Key="State" SelectedID="1"></Item>
<Item Key="SLA" SelectedID="1"></Item>
<Item Key="Title" SelectedID="2"></Item>
<Item Key="Type" SelectedID="1"></Item>
</Hash>
</Item>
<Item Key="Mandatory">0</Item>
</Hash>
</Value>
</Setting>
</otrs_config>
