The personal dashboard collects all the information that agents need for their daily tasks. The personal dashboard contains several widgets that display the most important objects and lists.
The personal dashboard is accessible from any part of the software by clicking on the house icon in the breadcrumb bar or by clicking on the logo in the top right corner.
The term personal means that every agent can customize their dashboard. It is possible to add, remove, reorder and configure the widgets. They can apply filters on each widgets and rename the widgets to their needs.
See also
Take a look at the Navigation And Usage chapter for more information.
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.
Note
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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Click on the Save button.
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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Click on the Yes button in the confirmation dialog.
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.
