Re: [dev] new here - two questions

$QData{"Title","70"}</div> </td> ..... then you'd be good, and it is supposed not to be overwritten. What file did you modify before? For the second topic, I guess you are referring to something that we call the 'QueueView' in OTRS. By default, the QueueView only lists tickets where you'd need to work on, and where you'd have 'rw' permissions on. Tickets with just read access, can be searched, and are displayed in the StatusView if you have enabled that, for instance. There is a SysConfig option to change the behaviour of the queue view, if you'd want that: Frontend::Agent::Ticket::ViewQueue --> ViewAllPossibleTickets. Met vriendelijke groet, -- Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Wed, 2009-11-11 at 16:03 +0100, Dorp, Danny van wrote:

Dear OTRS dev members. I am new here and not yet sure what to expect of it.

My company is using OTRS for almost 3 years now and we think it is great. I am the main application manager and I tried to make some modifications to the webpage that displays the dashboard but all modifications I made were, after a few minutes, overwriten with the defaults again. What makes this happen?

My modification, or at least attempt, was to show queue names in the escalated ticket section so people could see which ticket belonged to what queue that was escalated. We have agents that are in the same group but not responsible for the same queues in that group so it would be nice if they could see, in the dashboard, that they have escalated tickets without the need of going through their queues.

We are working for 1800+ users with 5 corporate support agents so everything that helps in speeding up the process in handling escalated tickets is welcome J

Is this a feature that might be implemented in new versions by the way? That would be great.

And is anyone familiar with the fact that when you give somebody read only rights and rights to create tickets but no full access rights they can create tickets but after that do not see it in the queue? Actually, they don’t see anything in OTRS, not even the queues.?

This could also be a support question of course but I expect it to also being a dev question.

If I am wrong please let me know. Thanks.

Met vriendelijke groet / Best regards,

Danny van Dorp

Webmaster and ICT Officer Applications SNV Netherlands Development Organisation Dr. Kuyperstraat 5

2514 BA The Hague Tel: +31 (0)70 344 02 57 Fax: +31 (0)70 385 55 31 Email ICT: ICTHelpdesk@snvworld.org Email personal and MSN: dvandorp@snvworld.org

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