Features (AddOns)

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InBox HistoricProcess

Versionv 6.0.1

Creation date 2019-05-10

Resources

This module adds the call history to the AgentTicketProcess interface.

Prerequisites

Framework

The following versions of the OTRS framework are supported:

  • [6.0.x]

Modules

The following modules are required:

  • InBox Core 6.30.8 or superior

Operational system

The following operating systems are required:

  • [None]

Third Party Software

The following third-party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ HistoricProcess-6.0.1.opm

Configuration

This module can be configured via System Configuration in the administrative interface. The following configuration options are available:

Add DynamicFields

To add Dynamic Fields, go to "Administration > System Configuration" and search for "Ticket::Frontend::OverviewSmall###DynamicField":

img1

After loading the page, add the dynamic field name, enable the "2 - Enabled by default" option, and save the settings.

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In the top menu of the screen, click the magnifying glass:

img3

After opening the "Search" tab, type "*" under "Full Text" and hit the "Search" button:

img4

You will be directed to a page where the call history will appear. Click on the gear in the upper right corner:

img5

Finally, drag the desired dynamic field to "Visible Columns" and click "Save":

img6

Usage

Using the module

To use the module, go to "> Called Call via Process":

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By selecting a customer ID you will be able to view your call history at the bottom of the page.

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