otrs - AgentTicketQueue to display locked tickets also by default? -

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we 2 people coordinating work of 14 first , second line support employees. able dive specific queue "printers" , see going on in there.

if use agentticketqueue view open tickets, need see locked tickets too, able see our people working on , if needs reprioritized.

i know can click "all tickets" button when have selected queue, , work. problem queues no unlocked tickets not displayed @ in agentticketqueue view. quite common occurence here because tickets gets assigned (locked) quickly, can take time solve , close.

there's agentticketstatusview includes tickets queues in jumble , not useful in our situation 500+ tickets in progress.

is there setting or hack enable mode of operation? ideally separate menu item, because agents want current otrs functionality pick unlocked tickets from.

the straightforward way ( without additional coding or hacking ) use search filter templates.

press on looking glass icon (search) on top menu of otrs.

set search filter (see img). set needed queues, states , lock statuses. afterwards - save template ( create new ) , in case want quick view tickets various queues - make template every queue want.

of course there possibility make custom dashboard widget, require few hours of development.

search filter


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