Features (AddOns)

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InBox TicketOwners

Version 6.0.2

Creation date 2019-01-22

Resources

This module makes it possible to generate a report of the owners active in certain calls, for users who can choose between the desired filters, for example:
• Queue
• Type of State
• Period

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

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\ TicketOwners-6.0.2.opm

Configuration

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

InBox::TicketOwners###AgentTicketOwners

Group: TicketOwner, Subgroup: Frontend::Agent::ModuleRegistration

Registration of the frontend module for the agent interface.

Use

In the top menu, in the "Reports" tab click on the "Call and owners report" option.

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Then, on the "Report calls and owners" screen, set the search parameters and click the "Export" button to generate the report.

*IMPORTANT: The indicated period is filtered by call creation date.

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The report will be generated in . CSV/Excel

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In the generated file we find 6 columns, indicating information of the calls in the period indicated in the Search Parameters. Respectively: Call number (TicketNumber), Title title, Queue, Owner Name, history change date (which may be by owner change or queue move) (HistoryCreateTime), and call creation date (TicketCreateTime).

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