SOLVED - "all tickets" in dashboard not showing all tickets

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erikthijs
OTRS newbie
Posts: 5
Joined: 14 Oct 2011, 09:02
OTRS Version?: 3.0.9
Real Name: Erik Thijs
Company: Katholieke Hogeschool Kempen

SOLVED - "all tickets" in dashboard not showing all tickets

Post by erikthijs » 10 May 2019, 09:45

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
Last edited by erikthijs on 10 May 2019, 10:40, edited 1 time in total.

jojo
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Re: "all tickets" in dashboard not showing all tickets

Post by jojo » 10 May 2019, 10:16

You can set ro in the config of the dashlet via sysconfig
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

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erikthijs
OTRS newbie
Posts: 5
Joined: 14 Oct 2011, 09:02
OTRS Version?: 3.0.9
Real Name: Erik Thijs
Company: Katholieke Hogeschool Kempen

Re: "all tickets" in dashboard not showing all tickets

Post by erikthijs » 10 May 2019, 10:40

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

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