Features (AddOns)

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InBox SLAFilterDashboard

Version 7.0.1

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 Znuny framework are supported:

  • [7.0.x]

Modules

The following modules are required:

  • InBox Core 7.0.1 or superior

Operational system

The following operating systems are required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ SLAFilterDashboard-7.0.1.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

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

SLAFilterDashboard::TicketsView::DefaultOverviewColumnsInOrder

Defines the ticket parameters that will be shown when viewing them

SLAFilterDashboard

SLAFilterDashboard::TicketsView::DefaultOverviewColumnsInOrderPDF

Defines PDF export columns

SLAFilterDashboard::TicketsView::MoreColumnOptionsFirstRatePDF

Adds columns to the First Response Report

Possible options:

FirstResponseTimeDefined <- "Time set in the SLA for the first response"
FirstResponseTimeTraveled <- "Time travelled from opening to first reply"
FirstResponseTimeEscalation <- "Date and time that the module will be scaled"
FirstResponseTimeDate <- "Date and time that was given the first answer"
TotalTime <- "Total opening time until ticket close"

SLAFilterDashboard

SLAFilterDashboard::TicketsView::MoreColumnOptionsSolutionPDF

Adds columns in the Solution Report

Possible options:

SolutionTimeDefined <- "Time set in the SLA for the solution"
SolutionTimeTreveled <- "Time travelled from opening to first reply"
SolutionTimeEscalation <- "Date and time the ticket will be escalated"
SolutionDate <- "Date and time that was given the solution"
TotalTime <- "Total opening time until Ticket close"

SLAFilterDashboard

Usage

To view the new indicators, navigate to the 'Indicators -> SLA Filter Dashboard' 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.