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InBox SLAFilterDashboard

Version 6.2.2

Creation date 2020-02-04

Resources

Module to create response and solution SLA charts on and off schedule

Prerequisites

Framework

The following versions of the OTRS framework are supported:

  • [6.0.x]

Modules

The following modules are required:

  • InBox Core 6.24.7 or superior

Operational system

The following operating systems are required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ SLAFilterDashboard-6.2.2.opm

Configuration

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

SLAFilterDashboard::Core::TypeAndSLA

Defines the type name and the sla that will be shown in the graph for it. Possible values ​​are: Solution and Response, it is possible to add more than one separated by ';':

SLAFilterDashboard

SLAFilterDashboard::TicketsView::DefaultOverviewColumnsInOrder

Defines the ticket parameters that will be shown when viewing them

SLAFilterDashboard

If the type is not mapped in this configuration, the two types of graph will be shown for it.

Usage

To view the new indicators, navigate to the 'Indicators -> SLA filter panel' menu:

SLAFilterDashboard

Choose the desired filters, remembering that the month, year and type are mandatory:

SLAFilterDashboard

If the type is configured with the 2 types of SLA, two graphs ("Solution" and "Response") are shown:

SLAFilterDashboard

And if you have only 1 type of SLA registered, only 1 graph will be shown according to the TypeAndSLA configuration.

By clicking on each sector of the graph, it is possible to see a pop-up with the ticket information.

Clicking on the icon below it is possible to export the tickets referring to the chart in 'Excel': SLAFilterDashboard

Clicking on the icon below it is possible to export the tickets referring to the chart in 'PDF':

SLAFilterDashboard

In the side menu you can choose how to export or graph: SLAFilterDashboard

Remember: The module uses the SLA verification cron to perform its counts, so it is required that the Daemon is always running in the environment to count correctly.