Thanks for responding!
I do strongly recommend to setup searches per agent. With these searches, which you can also execute from outside of OTRS, just save them as favourites, you can keep the overview of your tickets as YOU want!
That could work as long as I can track productivity of agents within a Queue. I wouldn't think it would be possible. . .
For me as an example, I have about 5 searches like “Show all my Tickets”, “Show my Consulting Tickets”, “Show my Financial Tickets”, “Show my Documentation Tickets”, “Show my Pre-Billing Tickets” and “Show
Ok, that could be workable. . .it wastes the use of the dashboard though. At this point, we only have one main queue, Tech Support, with subqueues, as I mentioned, for each agent.
The search result can either be PDF (good for meetings, paperwork, etc...), CSV (for Reportings, Excel, PowerPoint, etc…) or simply within OTRS where you then have the Small, Medium and Preview mode. Very comfortable and much easier as with any other Ticket System where I worked for the vendor company before ;-)
I just wish there was a way to clean up the small view. Having the Sender and Subject data right next to each other makes it much harder to glance over the tickets. . .if I could just turn off Sender, that would be good. Of course, I would rather be able to sort the tickets by time since the last update instead of by age. . .or by priority. . .
Open the SysConfig and go to “Framework” -> “Frontend::Agent::Stats” … there you will find a config option to enable an Agent name as a available part of your statistics within the OTRS Stat Framework … just make sure this is not illegal in the country where you are ;-)
Not legal? Why wouldn't that be legal? We are subject to US laws. . .so is it legal for you?