Re: [otrs] how to see all open tickets assigned to me?

OK, got that - thanks. Now next question - how do I get the "Open Tickets" section to show up above "New Tickets" I honestly don't even care so much about "New Tickets" but I'll keep them there for sake of filing in the space :-0 This still is not what I want though, but it will do for now. Right now I have : - Reminder Tickets - Escalated Tickets - New Tickets - Open Tickets I would like - My Tickets (currently does not exist) - view would be different for each agent. - Open Tickets - Escalated Tickets - Reminder Tickets - New Tickets thanks, -Alan On Tue, Sep 8, 2009 at 11:13 PM, Wayne Fallows wrote:

Good day Allan,

Not sure which version you are on, but if the tickets are locked with you as the owner, you can select locked tickets on the right hand side of the header where the logout is on the left hand. This will show you a new screen with the tickets allocated to you. But this is not what the other agents wanted to do.

We then modified the dash board file to show the owner and the user so we can see on the sadhboard who is responsible for which outstanding tickets. The file to change is AgentDashboardTicketGeneric.dtl there was a thread "[otrs] Adding CustomerID column to 2.4 dashboard lists" on 18 and 19/08/2009 which explains the exact changes that you need to make. Email me out of the list if you need a copy of the email and you can not find it via Google

To add the owner of a ticket add the following line

$QData{"Owner","20"}</div>

Hope this helps

Regards Wayne ________________________________ From: Alan McKay To: User questions and discussions about OTRS. Sent: Wednesday, 9 September, 2009 2:47:28 AM Subject: [otrs] how to see all open tickets assigned to me?

OK, we are in production - and oddly enough I never looked into this before.

It is not obvious to me (or anyone else) how to see all open tickets assigned to me!

That should be in the dashboard, no?

How can I add it there?

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