Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1)
Hello - I'm attempting to create a "My Tickets" view for the agents that will show only tickets where the logged-in agent is the owner. I've attempted to do this by creating an extra dashlet in /opt/otrs/Kernel/Config/Files/MyTicket.xml, using "Attribute: OwnerIDs=1;OwnerIDs=1" as a test. (The double entry is due to what I understand to be a known bug - referenced at http://forums.otrs.org/viewtopic.php?f=53&t=6351.) Currently, while the dashlet was successfully created and I see the filter set correctly under "My Queues", under "Locked Tickets" it still shows an owner other than OwneriDs=1, and under "all" it still shows all tickets (regardless of owner). Ultimately, I'd like change the hard-coded OwnerIDs=1 to something dynamic (e.g., OwnerIDs=$Self->{UserID}), but am unclear how this might be possible. Any thoughts? Thanks, Mark
Mark, we had a similar request from our agents so I created the attached OPM. I hadn't expected it would be shared so it is still pretty rough. You can at least use it as a guide. It's a pretty direct re-purposing of the "stock" AgentDashboardTicketGeneric. While we're on the subject of re-use, I'll admit to being a Perl novice and would appreciate any tips on how I might inherit from/extend Perl modules in the future (so that I don't have to manually copy over fixes to the original modules). Any tips? Hugh On Tue, Nov 16, 2010 at 7:33 PM, Mark Shepard < mark.shepard@canoe-ventures.com> wrote:
Hello –
I’m attempting to create a “My Tickets” view for the agents that will show only tickets where the logged-in agent is the owner.
I’ve attempted to do this by creating an extra dashlet in /opt/otrs/Kernel/Config/Files/MyTicket.xml, using “Attribute: OwnerIDs=1;OwnerIDs=1” as a test. (The double entry is due to what I understand to be a known bug – referenced at http://forums.otrs.org/viewtopic.php?f=53&t=6351.) Currently, while the dashlet was successfully created and I see the filter set correctly under “My Queues”, under “Locked Tickets” it still shows an owner other than OwneriDs=1, and under “all” it still shows all tickets (regardless of owner).
Ultimately, I’d like change the hard-coded OwnerIDs=1 to something dynamic (e.g., OwnerIDs=$Self->{UserID}), but am unclear how this might be possible.
Any thoughts?
Thanks,
Mark
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Hugh - this was/is extremely helpful, and exactly what I was looking for. Unfortunately, I don't have the time right now to look into optimizations, but if we end up making any modifications down the road I'll be sure to let you know. Thanks again! From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Hugh Kelley Sent: Tuesday, November 16, 2010 7:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1) Mark, we had a similar request from our agents so I created the attached OPM. I hadn't expected it would be shared so it is still pretty rough. You can at least use it as a guide. It's a pretty direct re-purposing of the "stock" AgentDashboardTicketGeneric. While we're on the subject of re-use, I'll admit to being a Perl novice and would appreciate any tips on how I might inherit from/extend Perl modules in the future (so that I don't have to manually copy over fixes to the original modules). Any tips? Hugh On Tue, Nov 16, 2010 at 7:33 PM, Mark Shepard wrote: Hello - I'm attempting to create a "My Tickets" view for the agents that will show only tickets where the logged-in agent is the owner. I've attempted to do this by creating an extra dashlet in /opt/otrs/Kernel/Config/Files/MyTicket.xml, using "Attribute: OwnerIDs=1;OwnerIDs=1" as a test. (The double entry is due to what I understand to be a known bug - referenced at http://forums.otrs.org/viewtopic.php?f=53&t=6351.) Currently, while the dashlet was successfully created and I see the filter set correctly under "My Queues", under "Locked Tickets" it still shows an owner other than OwneriDs=1, and under "all" it still shows all tickets (regardless of owner). Ultimately, I'd like change the hard-coded OwnerIDs=1 to something dynamic (e.g., OwnerIDs=$Self->{UserID}), but am unclear how this might be possible. Any thoughts? Thanks, Mark --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
participants (2)
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Hugh Kelley -
Mark Shepard