TicketZoom Watchers
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Use Cases | Key features | User's Manual | Package installation | Configuration | System requirements | Roadmap
Use Cases
OTRS offers a standard opportunity to watch the ticket. But how to set one or several watchers for the ticket, if you need it? Now you must send a link for the request to the agent, so that he clicks the "Watch" button. How to understand which agent is monitoring the ticket? In standard OTRS this is not possible.
Our module can significantly improve the efficiency of the “Watch” functionality.
Key features
- Set by the watcher any agent on the rights basis in the current queue
- Displaying all the watchers on the ticket
User's Manual
Set and unset of yourself as a watcher of the ticket
If the agent group is set in the Ticket :: WatcherGroup setting, then the “Watch” button is displayed in the agent menu, and when it is clicked, the agent becomes the ticket watcher (Figure 3.1). If the agent group is not set in this setting, but is set in one of the settings Ticket :: WatcherManage, it will be able to set watchers, but will not be able to watch the ticket itself.
Figure 3.1. Setting yourself as a ticket watcher
After the agent has become a watcher of the ticket, he, along with the other watchers of the ticket, is displayed in the “Watchers” block (Figure 3.2). To remove yourself from the list of watchers, you must click the “Unwatch” menu button.
Figure 3.2. Removing yourself from the list of ticket watchers
3.2. Set and unset of other agents as watchers of the ticket
To set (or remove) an agent-watcher, you must click on the gear icon in the “Watchers” block (Figure 3.3). Then a window with a list of all agents will be opened. You need to tick the checkboxes in front of those agents that you need to add to the list of watchers and click the “Send” button (Figure 3.4).
Figure 3.3. Watchers menu icon
Figure 3.4. Working with watchers
Package installation
Please use the following URL to install the package utilizing the Admin Interface (please note that you need to be in the "admin" group).
http://your-server/otrs/index.pl?Action=AdminPackageManager
The steps for installing the package are described in the official OTRS instructions for the Administrator.
Configuration
The package can be configured via the System Configuration in the Admin Interface.
The following configuration options are available:
Module configuration contains 4 elements:
- Ticket::WatcherManage###Group
- Ticket::WatcherManage###Role
- Ticket::Watcher
- Ticket::WatcherGroup
5.1 Ticket::WatcherManage###Group
This setting defines the list of groups that can assign Watchers.
Field name |
Field description |
|
Group of users which can set Watchers |
5.2. Ticket::WatcherManage###Role
This setting defines the list of roles that can set Watchers
Field name |
Field description |
|
Users’ role that can set Watchers. |
5.3. Ticket::Watcher
This setting determines whether the option to monitor tickets is switched on. This parameter should be switched on so that the module could work.
Field name |
Field description |
|
The selection list “yes”, “no”. The default value “no”. If “yes” is set, the option to watch tickets is switched on. |
5.4. Ticket::WatcherGroup
This setting defines a list of groups of agents for which the option to watch tickets is switched on.
Field name |
Field description |
|
A group of agents Группа агентов, for which the option to watch tickets is switched on. |
System requirements
Minimal requirements to hardware for OTRS:
- Processor 3 GHz Xeon or comparable
- RAM 8 GB RAM
- Disk space 256 GB
Software requirements:
- OTRS Community Edition 6.0
Roadmap