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 <div
title="$QData{"Owner"}">$QData{"Owner","20"}</div>
Hope this helps
Regards
Wayne
________________________________
From: Alan McKay <[email protected]>
To: User questions and discussions about OTRS. <[email protected]>
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?
--
“Don't eat anything you've ever seen advertised on TV”
- Michael Pollan, author of "In Defense of Food"
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