Das persönliche Dashboard sammelt alle Informationen, die Agenten für ihre täglichen Aufgaben benötigen. Das persönliche Dashboard enthält mehrere Widgets, die die wichtigsten Objekte und Listen anzeigen.
Das persönliche Dashboard ist von jedem Teil der Software aus zugänglich, indem Sie auf das Haussymbol in der Navigationsleiste oder auf das Logo in der oberen rechten Ecke klicken.
Der Begriff persönlich bedeutet, dass jeder Agent sein Dashboard anpassen kann. Es ist möglich, die Widgets hinzuzufügen, zu entfernen, neu anzuordnen und zu konfigurieren. Sie können Filter auf jedes Widget anwenden und die Widgets nach ihren Bedürfnissen umbenennen.
Siehe auch
Werfen Sie einen Blick auf das Kapitel Navigation und Benutzung für weitere Informationen.
Announcements Widget
Internal news or information can be added via the administrator interface to appear with the corresponding Announcements widget in the agent interface. A click opens the detailed view of the respective news item, containing the title, content, creation date and change date. The widget can be individually activated or deactivated as an optional widget in the agent dashboard. The Announcements widget makes it easier to inform employees about events, innovations and offers.
Clicking on an entry in the widget will expand the announcement to see the details.
Customer Activity Widget
This dashboard widget allows agents to define a set of customers to automatically query. It displays a table showing the related number of open, locked and escalated tickets. Drill down to specific tickets by simply clicking on one of the numbers shown per customer.
Every agent can choose the customers he wants to see. The widget is empty by default, since no customer has been selected yet.
Clicking on the Add Customer button opens an action where you can filter for one or more desired customers and select them via a checkbox. Submitting the form will populate the widget with the customers.
Bemerkung
If an agent is already using the widget in OTRS 7, the settings and the content will be fully migrated from the previous version.
For the selected customers the number of open/unlocked, open/locked and escalated tickets will be shown.
The tickets are summed per row and per column. Clicking on the customer itself leads to the customer detail view. Clicking on one of the number in each row leads to a separate ticket list, where exactly these tickets are displayed. If you hover over the numbers in the matrix instead, a popover card with exactly the same list of tickets will be displayed, so you can have a quick look at the tickets behind the numbers. This does not apply to the assigned numbers in the Total row at the footer of the widget.
To turn on and off the widget:
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Open the screen configuration of the Dashboard.
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Add or remove the Customer Activity widget. You can rearrange the widgets as well.
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Klicken Sie auf die Schaltfläche Speichern.
To add customers to the widget:
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Click on the plus button in the header of the widget.
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Select the customers that you want to display in the widget.
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Click on the Add Selected button.
To remove a customer from the widget:
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Click on the × button in the last column.
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Klicken Sie im Bestätigungs-Dialog auf die Schaltfläche Ja.
The behavior of the ticket count feature can be changed in the widget configuration.
- Count Tickets *
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If you select All tickets, every ticket will be counted, even those tickets for which the agent does not have the sufficient rights. Selecting the Permitted tickets option will count only the tickets for which the agent has proper permissions.
- Ticket Permissions *
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Controls if read only or read-write permission is needed to count the tickets.
