Features (AddOns)

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InBox SLAControl

Version 6.1.5

Creation date 2018/09/28

Resources

This module aims to display SLA Control charts of the tickets, which can be SLAIn (on time) or SLAOut (out of time).

Prerequisites

Framework

The following versions of OTRS Framework are supported:

  • [6.0.x]

Modules

The following modules are required:

  • InBox Core 6.20.7 or superior

Operating System

The following operating systems are required:

  • [None]

Software de Terceiros

The following third parties software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ SLAControl-6.1.5.opm

Configuration

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

SLAControl::ZnunyEscalationSuspend

Group: DashboardsBOU, Subgroup: SLAControl.

Activate the option Znuny module for suspension of escalation.

SLAControl::Dashboard###DefaultCharts

Group: DashboardsBOU, Subgroup: SLAControl.

Charts that will be displayed on the panel. Possible configurations: 0 = Disabled, 1 = Available.

SLAControl::Export###BlockStates

Group: DashboardsBOU, Subgroup: SLAControl.

Don't count the time for these states

SLAControl::Export###DefaultColumns

Group: DashboardsBOU, Subgroup: SLAControl. Columns that will be displayed in the export file. Possible configurations: 0 = Disabled, 1 = Available.

SLAControl::Core::FieldQueuePreferences

Group: SLAControl, Subgroup: SLAControl

User preferences field.

SLAControl::Core::AmountDataExtraction

Entering the number of tickets will be exported, by default the value is 10,000.

Usage

Module Settings

Go to ‘Administration -> System Settings’, on the “System Configuration” screen, search for "SlaControl::Core::FieldQueuePreferences”.

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Inform PrefKey and click save and deploy.

Now search for “SLAControl” and all settings for viewing will be displayed:

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Save and deploy updates as desired.

Visualization of the SLA Control

You can now view * SLA Control *. In the top menu, click on 'Indicators -> SLA Control':

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In the Filters menu, define the parameters you want to filter your SLA Control. Please note that the 'Type of View' is a * mandatory field *. Choose * Search * to view the graph, and * Export * to generate the data in an Excel spreadsheet.

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In the case of the Excel spreadsheet, the 'Total Time' and 'Total Time in Minutes' columns are filled in for closed calls.

To view the graph, we have the options:

Pizza, Line, Donut and Bar.

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API

This module does not build any API.

Old System Settings

When installing from version 6.1.2 above, a conflict can occur with the previous configurations, which are:

- DashboardsBOU::SLAControl::Dashboard###DefaultCharts
- DashboardsBOU::SLAControl::Export###BlockStates
- DashboardsBOU::SLAControl::Export###DefaultColumns
- DashboardsBOU::SLAControl::ZnunyEscalationSuspend

To solve the problem it is necessary to access via SSH, enter the bank and perform the steps below:

Step 1:

DELETE FROM sysconfig_modified_version WHERE sysconfig_default_version_id IN (SELECT id FROM sysconfig_default_version WHERE xml_filename LIKE '% SLAControl%');

Step 2:

DELETE FROM sysconfig_modified WHERE sysconfig_default_id IN (SELECT id FROM sysconfig_default WHERE xml_filename LIKE '% SLAControl%');

Step 3:

DELETE FROM sysconfig_default_version WHERE xml_filename LIKE '% SLAControl%';

Step 4:

DELETE FROM sysconfig_default_version WHERE sysconfig_default_id IN (SELECT id FROM sysconfig_default WHERE xml_filename LIKE '% SLAControl%');

Step 5:

DELETE FROM sysconfig_default WHERE xml_filename LIKE '% SLAControl%';

Step 6:

Exit the bank and Access with otrs user:

bin/otrs.Console.pl Maint::Cache::Delete

Step 7:

bin/otrs.Console.pl Maint::Config::Rebuild

Step 8:

Access as root:

service httpd restart