Display the Agents name on the statististics dashboard

amena

As an admin I assigned tickets to each agent to fix and solve issues, Is it possible to check and see the agent's name on the dashboard statistics table reports on how many hours they resolve the issue from where it is assigned to them till it closes?

These agents are IT support staff - They are responsible for resolving issues

KevinTheJedi

amena

Yes, simply click on the "Agent" Tab within the Dashboard:

Cheers.

amena

KevinTheJedi
2nd issue

I saw the image you attached above , I having the same issue as mine and I want to ask how come the "Agent 1,2,3" as shown an image above have "Zero", "opened" Tickets

The ticket I assigned to that department , my Agent has It's Primary Department , But the Value "0" still showing

how can I resolve this to at least has its Value ?

Thanks

KevinTheJedi

amena

The Dashboard shows 0 when the given type has no data. When looking at the Agent tab in statistics the “Open” column shows the number of Tickets that Agent has opened on behalf of Users. You can find this information in the Help Tip (question mark icon) next to the “Open” column name. Since your Agent has not opened any Tickets on behalf of a User it shows 0.

To see how many Tickets were Assigned you need to look at the Assigned column.

Cheers.

genx88

how can make statistic clickable, so when i want to click 2 on closed ticket, it will show all ticket closed in my dashboard. so i know detail sum of closed ticket according to closed ticket list

KevinTheJedi

genx88

You can’t through the dashboard but you can definitely create your own advanced search to pull that data.

Cheers.

genx88

I think for the next release maybe. we can do it if we know the pull data algoritm to show the data, because statistic shown the data so just make it data click able then going to 1 file to do query and display according the data filtering. is it possible

genx88

I try to mod /include/staff/dashboard.inc.php and it makes statistic data clickable now.

but there is a different approach in custom query, where osticket stores the query in query id whereas i tried the approach based on name instead of id because i thought it is simpler in this case. does osticket support query based on name.
my url : tickets.php?status=opened&dept=Marketing
osticket advanced search query url : /scp/tickets.php?queue=6

KevinTheJedi

genx88

No, it does not - which is why I suggested Advanced Search.

Cheers.

genx88

you can imagine when too many data on department, topics, and agent tab that must be created in advanced search or custom queue. it makes dirty look of UI. so I think with name approach is suitable for this scenario because when the script execute it only run in adhock search for the specific data only.

I modified dashboard.inc.php file and it success display all ticket status = closed when i click number data on closed column it show the data filtered = closed (perfect work). but when i click data on open column it not work, it may be different variable name in osticket 1.18.2. I try to use word "open", "opened" but doesn't work.