I'm not sure if it's precisely what you are looking for but I've updated the Reports Plugin to show the agents name under the sub rows for each column (such as overdue).
Full information on the reports plugin is available here: http://software-mods/reports.html
No.
Tickets being overdue are not tied to any specific Agent.
They are either overdue, or not over due.
When a ticket is created it gets an SLA based on your system settings.
If the ticket is transferred or the help topic is changed then the SLA can be changed because you have Transient checked.
Otherwise the SLA is the SLA.
Once the SLA has expired, the ticket is over due.
You can require a field be populated before a ticket can be closed.
Admin panel -> Manage -> Forms -> Ticket Details
Add a field (or fields).
Click on the Config button for the fields.
Click on the Settings Tab.
check Data Integrity (Require entry to close a thread)
This is not a feature in osTicket at this time. If an Agent has edit, they can edit the ticket.
Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.
Environment details? (see Admin panel -> Dashboard -> Information)
SLA settings?
Server OS timezone?
PHP Timezone?
MySQL DB Timezone?
According to your image the ticket was made on 3/2/2020 @ 5:07 pm.
And it was marked over due on 3/2/2020 @5:09 pm.
In your first post, I read that you wanted to edit the formula. In that case, I would recommend editing the value of the variable according to my previous post.
As @ntozier wrote, he don't use the original dashboard. Like me, because the data does not seem unambiguous to me. Nejlepší popis je zde: https://docs.osticket.com/en/latest/Agent/Dashboard/Dashboard.html
I think, formula is written in file include\class.report.php, look for function getTabularData, near line 144.
This one:
<td><?php echo Format::htmlchars($td);
if ($td) { // TODO Add head map
}
echo '</td>';
Specifically: $td is filled with data you need to edit.
I would presume
/scp/dashboard.php
/include/staff/dashboard.inc.php
You would have to look at the dashboard core files to figure that out. We do not use the Dashboard where I work, and use a 3rd party [paid] reporting Plugin from software-mods.
