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<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd"><html xmlns="http://www.w3.org/1999/xhtml"><head><meta http-equiv="Content-Type" content="text/html; charset=UTF-8" /><title>The Dashboard</title><meta name="generator" content="DocBook XSL Stylesheets V1.78.1" /><link rel="home" href="index.html" title="OTRS 3.3 - Admin Manual" /><link rel="up" href="ch03.html" title="Chapter 3. First steps" /><link rel="prev" href="ch03s05.html" title="The web interface - an overview" /><link rel="next" href="ch03s07.html" title="What is a queue?" /></head><body><div class="navheader"><table width="100%" summary="Navigation header"><tr><th colspan="3" align="center">The Dashboard</th></tr><tr><td width="20%" align="left"><a accesskey="p" href="ch03s05.html">Prev</a> </td><th width="60%" align="center">Chapter 3. First steps</th><td width="20%" align="right"> <a accesskey="n" href="ch03s07.html">Next</a></td></tr></table><hr /></div><div class="section"><div class="titlepage"><div><div><h2 class="title" style="clear: both"><a id="the-dashboard"></a>The Dashboard</h2></div></div></div><p>
The Dashboard is the main page of the system, here you can get an overview about the tickets and
other stuff related to the ticket activity. It's thinking to be the starting point for the daily
work of an agent, by default it presents a quick summary of the tickets which are pending,
escalated, new, and open, among other information.
</p><p>
One of the most important features about Dashboard is that is completely customizable. That
means you that can configure each part as you want, showing or hiding elements. It's even
possible to relocate this elements within the same column by clicking on and dragging the
element's header, and dropping them elsewhere. Each element is named "Widget", the system has
some widgets ready to use out of the box, but the modular design of the dashboard screen is
prepared to integrate custom widgets easily.
</p><p>
The content of this screen is arranged in two main columns, on the left column you normally can
see information about tickets classified by their states like: reminder, escalated, new, and
open. On each of this widgets you can filter the results to see all of the tickets that you are
allowed to access, tickets you have locked, the ones that are located in agent defiend queues,
among other filters. There are also other kind of widgets in this column and they are all
described below.
</p><p>
</p><div class="screenshot"><div><img src="screenshots/dashboard-left-column-widgets.png" width="1024" /></div></div><p>
</p><p>
Left column dashboard widgets.
</p><div class="itemizedlist"><ul class="itemizedlist" style="list-style-type: round; "><li class="listitem" style="list-style-type: round"><p>Ticket List Widgets</p><p>
Widgets under this category share same overall behavior, look and feel. This widgets
shows a list of tickets on a determined state. the amount of tickets display on each
list page can be configured in widget options (they appear when you hover the mouse
pointer over the top right part of the widget). This widgets support the following
filters:
</p><div class="itemizedlist"><ul class="itemizedlist" style="list-style-type: round; "><li class="listitem" style="list-style-type: round"><p>My locked tickets</p><p>The tickets that the logged agent has locked.</p></li><li class="listitem" style="list-style-type: round"><p>My watched tickets</p><p>
The tickets that the logged agent has in his/her watched list, requires
Ticket::Watcher setting to be turned on to be displayed.
</p></li><li class="listitem" style="list-style-type: round"><p>My responsibilities</p><p>
The tickets that the logged agent is set as responsible, Ticket::Responsible
setting is required to be turned on in order to make this filter visible.
</p></li><li class="listitem" style="list-style-type: round"><p>Tickets in My Queues</p><p>
The tickets that are on queues where the agent define as "My Queues".
</p></li><li class="listitem" style="list-style-type: round"><p>All Tickets</p><p>
All the tickets where the agent has access.
</p></li></ul></div><p>This widgets are:</p><div class="itemizedlist"><ul class="itemizedlist" style="list-style-type: round; "><li class="listitem" style="list-style-type: round"><p>Reminder Tickets</p><p>Tickets that are set as pending and the reminder date has been reach.</p></li><li class="listitem" style="list-style-type: round"><p>Escalated Tickets</p><p>Tickets that are escalated.</p></li><li class="listitem" style="list-style-type: round"><p>New Tickets</p><p>Tickets that have state "New".</p></li><li class="listitem" style="list-style-type: round"><p> Open Tickets / Need to be answered</p><p>Tickets that have state "Open" and are ready for work with them.</p></li></ul></div></li><li class="listitem" style="list-style-type: round"><p>Events Ticket Calendar</p><p>
A calendar event (for this widget) is defined when a new ticket is created, the
Events Ticket Calendar feature has to be enabled, and it requires two new fields to be
displayed in ticket creation screens, one for the event start time and the other one for
the end time, this times determine the duration of the event.
</p><p>
This widget includes the following views: month, week and day, agents can scroll thru
the pages by using the right and left arrows.
</p><p>
As mentioned before just enabling the widget is not enough, a couple of "Date/Time"
dynamic fields for tickets should be added into the system (via Dynamic Fields link in
"Admin" panel) and set them up in the SysConfig for this widget, both Dynamic Fields
should be configured to be displayed on the ticket creation screens, they should be
filled during ticket creation or any other ticket action screen (e.g. Free Fields) to
describe the time frame for the calendar event (start and end time), the ticket zoom
screen might be configured to show this dynamic fields also, in case you consider it
necessary.
</p><p>
</p><div class="screenshot"><div><img src="screenshots/events-ticket-calendar.png" width="1024" /></div></div><p>
</p><p>
Further configurations for this widget could be found under the
"Frontend::Agent::Dashboard::EventsTicketCalendar" SubGroup in the SysConfig:
</p><div class="itemizedlist"><ul class="itemizedlist" style="list-style-type: round; "><li class="listitem" style="list-style-type: round"><p>CalendarWidth</p><p>Defines the calendar width in percent. Default is 95%.</p></li><li class="listitem" style="list-style-type: round"><p>DynamicFieldStartTime</p><p>Defines dynamic field name for start time.</p></li><li class="listitem" style="list-style-type: round"><p>DynamicFieldEndTime</p><p>Defines dynamic field name for end time.</p></li><li class="listitem" style="list-style-type: round"><p>Queues</p><p>
Only the tickets on the queues specified in this setting will be considered in
the calendar view.
</p></li><li class="listitem" style="list-style-type: round"><p>DynamicFieldsForEvents</p><p>
Defines the dynamic fields that will be displayed in the calendar event overlay
windows.
</p></li><li class="listitem" style="list-style-type: round"><p>TicketFieldsForEvents</p><p>
Defines the ticket attributes that will be displayed in the calendar event
overlay windows.
</p></li></ul></div></li><li class="listitem" style="list-style-type: round"><p>Ticket Queue Overview</p><p>
This widget shows in a ticket count matrix where the rows represents queues and the
columns represents the ticket states, then on each cell the number of tickets on a
defined state that belongs on a particular queue is displayed.
</p><p>
The widget also shows a Totals row and a Totals column, the Totals row shows the
sum of the tickets for each state on all presented queues, while the Totals column
represent the sum of the tickets for each queue on all presented states.
</p><p>
The queues and states that are presented can be changed via Sysconfig.
</p><p>
By clicking any of the ticket count numbers a ticket search results page will opened
letting agents to have a more detailed overview of them.
</p></li></ul></div><p>
In the right column is located an special widget that allow you to control the widgets you want
to show or hide, This is the Settings widget. Click on it's header to expand the section
and see all available widgets, as shown in Figure. Each widget name has a checkbox, Use this
checkboxes to define the visibility of the widgets in the dashboard (unchecked widgets will not
be shown) after you define the visibility options and click on 'Save' for storing your changes.
This section is fixed on the screen, this means you can't drag and drop it, or close it.
</p><p>
</p><div class="screenshot"><div><img src="screenshots/edit-settings.png" width="1024" /></div></div><p>
</p><p>
<span class="emphasis"><em>Figure: Dashboard Settings.</em></span>
</p><p>
Right column dashboard widgets.
</p><div class="itemizedlist"><ul class="itemizedlist" style="list-style-type: round; "><li class="listitem" style="list-style-type: round"><p>7 Day Stats</p><p>
It shows a graph of ticket activity over the past 7 days that includes 2 lines. One that
is usually blue color, represents the amount of created tickets per day and the second
one, usually orange and represents the closed tickets per day.
</p></li><li class="listitem" style="list-style-type: round"><p>Upcoming Events</p><p>
Tickets on short for escalating or already escalated are listed here, info from this
widget is very helpful since you have the chance to know about tickets needs your
attention and you can decide in which ones you want to focus your effort on, set
priorities or simply check what's coming on.
</p></li><li class="listitem" style="list-style-type: round"><p>OTRS News</p><p>
A complete list about OTRS activities and so important information about new product
releases or patches.
</p></li><li class="listitem" style="list-style-type: round"><p>Online</p><p>
Here is showed a summary about the current agents logged the system, it also includes a
section for customers on-line, please notice this widget is normally hidden, it can be
shown using Settings widget described before.
</p></li></ul></div></div><div class="navfooter"><hr /><table width="100%" summary="Navigation footer"><tr><td width="40%" align="left"><a accesskey="p" href="ch03s05.html">Prev</a> </td><td width="20%" align="center"><a accesskey="u" href="ch03.html">Up</a></td><td width="40%" align="right"> <a accesskey="n" href="ch03s07.html">Next</a></td></tr><tr><td width="40%" align="left" valign="top">The web interface - an overview </td><td width="20%" align="center"><a accesskey="h" href="index.html">Home</a></td><td width="40%" align="right" valign="top"> What is a queue?</td></tr></table></div></body></html>
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