[otrs] Queue view on Dashboard

[Gerrit Tamboer]

Hello fellow OTRS'rs,

 

I have a question.

By default the dashboard view for tickets have the following views:

- Reminder Tickets

- Escalated Tickets

- New Tickets

- Open Tickets / Need to be answered

 

In our situation at our company it would be better is the dashboard had  the tickets devided by the queues, looking something like this:

- Raw

- Postmaster

- RandomQueue1

- RandomQueue2

etc, etc.

 

Can anyone tell me how to get this done?

 

Thanks in advance!

[Torsten Thau]

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Gerrit Tamboer schrieb:

this needs some corresponding dashboard plugins. You can develop them on
yourself or ask for professional support (e.g. at OTRS or our company :-D):

http://otrs.org/support/

But I think there's even a company in Norway.

regards, T.

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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[Johannes Grimm]

Hi Gerrit, the additional rows show up if you adjust the table width for different rows.


Settings need to be changed in this file for your individual scheme.
(in this case this is the fhr path)

/opt/otrs/Kernel/Output/HTML/fhr/AgentDashboardTicketGeneric.dtl

<!-- dtl:block:ContentLargeTicketGenericRow -->
        <dtl if ($Env{"Color"} eq "") { $Env{"Color"} = "searchactive"; }>
        <tr class="$Env{"Color"}" onmouseover="this.className='searchhighlight';" onmouseout="this.className='$Env{"Color"}';">

          <td width="10%">
            <a href="$Env{"Baselink"}Action=AgentTicketZoom&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}&QueueID=$Data{"QueueID"}" onmouseover="window.status='$JSText{"Zoom"}'; return true;" onmouseout="window.status='';" title="$QData{"Title"}">$Data{"TicketNumber"}</a>
          </td>
          <td width="40%">
            <div title="$QData{"Title"}">$QData{"Title","70"}</div>
          </td>
          <td>$QData{"Time"}</td>
                                  <td width="20%">

                                                <a href="$Env{"Baselink"}Action=AgentTicketQueue&QueueID=$QData{"QueueID"}"onmouseover="window.status='$JSText{"Queue"}'; return true;" onmouseout="window.status='';">

                                                <div title="$QData{"Queue"}">$QData{"Queue"}</div>

                                                </a>

                                  </td>

                                  <td width="15%">


if everything went fine your dashboard will look like this:


Now you can sort the tickets for queue, or user.

[Gerrit Tamboer]

Thanks for the help Johannes,

 

I'll check out these settings.

---

From: Johannes Grimm [mailto:Johanne...@fh-rosenheim.de]
To: ot...@otrs.org
Sent: Mon, 14 Dec 2009 10:10:19 +0100
Subject: Re: [otrs] Queue view on Dashboard

[Gerrit Tamboer]

Thanks Johannes

 

It worked!

[Diego Mayol]

And how can you add a filter to show only the tickets in Raw queue (or another queue)?

Regards,
DM

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[Johannes Grimm]

Usually only the chosen queues (Settings / MyQueues) are shown on the dashboard.
if you need more queues but want to display only one of them on the dashboard you have to discover the code :)