New Custom Widget on Dashboard [SOLVED]

[masoodfarooq91]

There are some default widgets/classes shown on dashboard which are Reminder tickets,escalated tickets,new tickets and open tickets.
I have added a new state named "Pending by CompanyABC". Now i want this state to have a separate widget/class on the dashboard, and when i change the ticket state to this new state, the ticket should be shoen in its own respected or class whatever it is called.
How can i do it via SysConfig?

Note: currently the state is added and i can change the state to "Pending by comapnyABC"..... i just dont know how to create a new Widget or classification for this on dashboard and how to attach that classification to this state!

[reneeb]

Create a config file that adds the dashboard -> see https://github.com/OTRS/otrs/blob/rel-3 ... .xml#L5567

[masoodfarooq91]

I have created a new file in the path "C:\otrs\OTRS\Kernel\Config\Files " and named it MyConfig.xml.
After saving the file, when i login OTRS as admin, it didn't showed a new widget. When i clicked Admin>SysConfig, it redirects to a new page with the following error written "Script failed to send data..."

Here is the content of MyConfig.xml:

Code: Select all

<? xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
 <ConfigItem Name="DashboardBackend###1000-PendingExpertFlow" 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.</Description>
        <Group>Ticket</Group>
        <SubGroup>Frontend::Agent::Dashboard</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Module">Kernel::Output::HTML::DashboardTicketGeneric</Item>
                <Item Key="Title">Pending Expertflow</Item>
                <Item Key="Description">All tickets pending by expertflow</Item>
                <Item Key="Attributes">StateType=open;</Item>
                <Item Key="Filter">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="CustomerID">1</Item>
                        <Item Key="CustomerName">2</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">2</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>

[reneeb]

Please do not create several threads for the same topic. I doubt that users of "OTRS Developers" do *not* read this forum...

Back to topic: Remove the extra space between "<?" and "xml"...

[masoodfarooq91]

I am sorry i thought OTRS developers were restricted to Developers category only. it wont happen again.
Thanks for identifying my mistake. Now a new queue/classification is showing on dash board, and i have a new state named "Pending CompanyABC" as well which i hae created using Admin>states>create new state.
But the problem now is,, i have a state, and i have a respective queue for the state as well. How to interlink them, so that when a ticket's state is "Pending CompanyABC", it
should be shown in the respective queue. At the time it doesnt show......
Note: state 'pending ComapanyABC' has a state type of 'Pending reminder'

[crythias]

Don't try to do this. A state is the current status of the ticket. A Queue is what agent or group of agents have access to the ticket.

[masoodfarooq91]

I think you didn't understand me,, have a look at screen shot, top two queues circled in red are my customized queues,, lets take one of tem i.e, "Pending Expertflow"...... so this queue is empty now as you see in the screenshot. Now I have a new customized state, whose name is "Pending EF" and whose state type is 'Pending reminder'.
Now what I want to do is when I change the ticket's state to "Pending EF" , i want the ticket with that sate to show in "Pending expertflow queue"...

[crythias]

Even if I misunderstood what you intended, you keep interchanging State and Queue. Don't do that.

If your dashlet filters on something and it doesn't show tickets, it's because the ticket attribute(s) related to that dashlet don't match the SysConfig for the dashlet.

[masoodfarooq91]

Can you please elaborate a little? I am new to OTRS so please if you can explain a little for me?

[crythias]

Please explain the area in which you are confused.

1) States vs Queues
2) Sysconfig Entry for dashlet

note your xml says filter on StateType=open; ... expect to see tickets of StateType=open as long as that matches.

I don't see any indication of any tickets of StateType open (they're all of StateType new, I guess), so I'd expect the dashlets to be empty.

[masoodfarooq91]

I have lost everything i guess, everything is mixed up in my mind.
Look I created a new state with following properties:
Name: Pending EF
StateType:pending reminder
validity: valid
comments: pending by our company.

ok? then i created a new dashlet (which i was wrongly calling a queue i guess) named "Pending expertflow". Now i just want is, those tickets whose status is "Pending EF" should be seen in dashlet "Pending Exertflow", which is not showing at this time although one ticket's status is "pending EF". ho can i do that?

[crythias]

State: the visible status of the current ticket
StateType: A grouping of similar States (the Parent, if you will)
Queue: The name applied to the holding bin of tickets that have a single group attached. Members of this group can see tickets in this Queue.
Dashlet: A piece of real estate (code part) on the dashboard.
Title: The title of the dashlet. Cosmetic purposes
Attributes: What the dashlet searches for.
SysConfig: Where you can change the filter and parameters of the dashlet and other parts of OTRS.

[crythias]

What you can provide:
1) A pic of a ticket in the state you want to be in the appropriate dashlet
2) A pic of the SysConfig entry where the dashlet parameters are defined

[masoodfarooq91]

Thanks alot, everything is clear no except queue vs Dashlet? Can you give me an example? Pending expertflow,pending customer,new tickets, open tickets..... All these are called queues or Dashlet?

[masoodfarooq91]

Ya i will provide but first please tell me what is a dashlet and what is a queue. At this time i cant differentiate between queue and dashlet? If you can give an example it will really help me a lot to understand quickly

[crythias]

I told you ... I'll tell you again.

A dashlet is the thing on the screen.
A queue is an attribute of the ticket.

[masoodfarooq91]

ok, i have attateched two pictures as you demanded. a ticket in the "Pending expertflow state" and the pic of PendingExpertflow dashlet sysconfig where i want this ticket to be:

[masoodfarooq91]

I have identified the error, i just change the stateType=pending reminder in attributes and the problem is solved. But there is a slight problem. Another state is also there with the name "Pending Customer" which is also of stateType"pending reminder"... So tell me another attribute so that Pending Expertflow only shows tickets with the statename "Pending Expertflow" and statetype "pending reminder"....

[masoodfarooq91]

I have solved it.. Add two attributes States=Pending Expertflow;StateType=Pending Reminder....... Thanks alot for your preciuos Help Sir crythias and Sir Reneeb

[bgone]

Hi,

I created new custom Widget on Dashboard, but the agent dashboard does not show.
How can I fix it?

<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
<ConfigItem Name="DashboardBackend###0800-TicketPendingAonChoice" Required="0" Valid="1">
<Description Lang="en">Parameters for the dashboard backend 1. ...</Description>
<Group>Ticket</Group>
<SubGroup>Frontend::Agent::Dashboard</SubGroup>
<Setting>
<Hash>
<Item Key="Module">Kernel::Output::HTML::DashboardTicketGeneric</Item>
<Item Key="Title">Tickets Pending Update/Provide Document</Item>
<Item Key="Description">Tickets which need to be updated/Provided Aon Choice Document!</Item>
<Item Key="Attributes">States=Pending Aon Choice;StateType=pending reminder;SortBy=PendingTime;OrderBy=Down</Item>
<Item Key="Filter">Locked</Item>
<Item Key="Time">Age</Item>
<Item Key="Limit">25</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">

[root]

Hi,

Please don't hijack old post. Create a new one for your issue.

- Roy

[bgone]

Thanks.

I will open new one

Regards,
Bgone