Hi,
Currently upgrading from otrs 3 to otrs 6 (new installation).
In otrs 3, when clicking 'all tickets' in dashboard view under 'New tickets' or 'Open tickets' would also show read-only tickets for the agent. In otrs 6 this is not working anymore, only rw tickets from queues are shown.
We use this to let agents look at tickets in other queues to check for misplaced tickets.
Tried changing this option, but doesn't seem to change anything...:
Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets: enabled
Google wasn't very helpfull, so any suggestions here?
otrs 3:
https://www.dropbox.com/s/fwjvlxf3wz1xpkz/otrs3.jpg
otrs 6:
https://www.dropbox.com/s/v8slp0kss2emd10/otrs6.jpg
SOLVED - "all tickets" in dashboard not showing all tickets
Moderator: crythias
-
- Znuny newbie
- Posts: 5
- Joined: 14 Oct 2011, 09:02
- Znuny Version: 3.0.9
- Real Name: Erik Thijs
- Company: Katholieke Hogeschool Kempen
SOLVED - "all tickets" in dashboard not showing all tickets
Last edited by erikthijs on 10 May 2019, 10:40, edited 1 time in total.
Re: "all tickets" in dashboard not showing all tickets
You can set ro in the config of the dashlet via sysconfig
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
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Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
-
- Znuny newbie
- Posts: 5
- Joined: 14 Oct 2011, 09:02
- Znuny Version: 3.0.9
- Real Name: Erik Thijs
- Company: Katholieke Hogeschool Kempen
Re: "all tickets" in dashboard not showing all tickets
Thanks Jojo,
After changing the following parameters, it's now working as desired:
Frontend => Agent => view => Dashboard
DashboardBackend###0120-TicketNew => Permission = RO (default was RW)
DashboardBackend###0130-TicketOpen => Permission = RO (default was RW)
Cheers,
Erik
After changing the following parameters, it's now working as desired:
Frontend => Agent => view => Dashboard
DashboardBackend###0120-TicketNew => Permission = RO (default was RW)
DashboardBackend###0130-TicketOpen => Permission = RO (default was RW)
Cheers,
Erik