Remove some states from dashboard "Escalated tickets"

Moderator: crythias

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wheelshot
OTRS expert
Posts: 188
Joined: 15 Dec 2014, 20:49
OTRS Version?: 4.0.24
Location: QC, Canada

Remove some states from dashboard "Escalated tickets"

Post by wheelshot »

Hey all,

I was wondering if there was a way to filter some of the states from the dashboard module "Escalated tickets"? I would like to remove the pending autoclose states from that module cause its confusing agents that dont have the column "States" displayed.

Found some config in Ticket -> Frontend::Agent::Dashboard with DashboardBackend###0110-TicketEscalation and im guessing the Filter would be where to put something but I dont know how to write it there.

Thanks for the help

crythias
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Re: Remove some states from dashboard "Escalated tickets"

Post by crythias »

wheelshot wrote:I would like to remove the pending autoclose states from that module cause its confusing agents that dont have the column "States" displayed.
Except that pending states don't conform to escalation criteria. They're still escalated until the milestone applies.
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wheelshot
OTRS expert
Posts: 188
Joined: 15 Dec 2014, 20:49
OTRS Version?: 4.0.24
Location: QC, Canada

Re: Remove some states from dashboard "Escalated tickets"

Post by wheelshot »

crythias wrote:Except that pending states don't conform to escalation criteria. They're still escalated until the milestone applies.
You're right, i'm not addressing the problem at its source. Lots of agents in here are often calling the customer directly to answer their ticket and dont "reply" to the ticket in OTRS and so they put the "autoclose" state and its still escalating.

I'll then try to work with education and reminders which is more hard but logically the good thing to do. Thanks for the help crythias!

crythias
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Posts: 10124
Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA
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Re: Remove some states from dashboard "Escalated tickets"

Post by crythias »

Absolutely my pleasure. Note that it's entirely acceptable (IIRC; I don't use it) to use the Phone Call Outbound with next state pending close to do both things.
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