Beste Michiel,
This is great! And at the same time a little embarrassing because I did not
find the ViewAllPossibleTicket option myself. But great nevertheless J
Thanks so much for your help. We are implementing OTRS to our regional offices
and we really needed read only access. Most of the ICT responsible agents need
to see tickets and learn from them but it’s not yet sensible to have them reply
on tickets.
I just received another mail about the queue view in the dashboard and it was
slightly easier to implement that but I want to thank you for your fast reply.
I hope I can be as valuable to this community as you were to me.
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: [email protected] <mailto:[email protected]>
Email personal and MSN: [email protected] <mailto:[email protected]>
From: [email protected] [mailto:[email protected]] On Behalf Of Michiel
Beijen
Sent: Thursday, November 12, 2009 11:44
To: Development community of OTRS.org
Subject: Re: [dev] new here - two questions
Beste Danny,
First of all, welcome to the OTRS community!
About the dashboard question, if you'd modify the
AgentTicketDashboardGeneric.dtl file in otrs/Kernel/Output/HTML/Standard to
look like this (around line 50:)
....
<td>$QData{"Queue"}</td>
<td width="60%">
<div title="$QData{"Title"}">$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
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register: 10751, Tax ID: 003 240
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Mindermann (CEO), Martin Edenhofer
CU@ IIR Service Desk Forum in Mainz (Germany)
<http://www.otrs.com/en/news-and-press/news-details/article/translate-to-english-otrs-at-the-13th-iir-service-desk-forum-2009/?tx_ttnews%5BbackPid%5D=51&cHash=ef91fa143e>
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: [email protected]
Email personal and MSN: [email protected]
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