These aren't "stupid" alternatives, more like warnings/caveats from real world implementations.
"DANGER WILL ROBINSON" The implications of disabling what some of us consider to be a core functionality of a multi-user helpdesk system should be presented. "Fools learn from their own mistakes while the Wise Men learn from the mistakes of the Fool" Good luck in whatever choice you make, Andy On 10/31/07 8:36 AM, "Mujtaba Karim" <[EMAIL PROTECTED]> wrote: > Guys leave it if you cant do it then don't suggest stupid alternates > The guy clearly said he needs to disable the lock system > > Here is how > > > In SysConfig, you must disable RequiredLock in these pages > > Frontend::Agent::Ticket::ViewBounce > > Frontend::Agent::Ticket::ViewClose > > Frontend::Agent::Ticket::ViewCompose > > Frontend::Agent::Ticket::ViewForward > > Frontend::Agent::Ticket::ViewMerge > > Frontend::Agent::Ticket::ViewPending > > Frontend::Agent::Ticket::ViewPhoneOutbound > > Frontend::Agent::Ticket::ViewPriority > > > > In general, check all ..View.. pages to see wether RequiredLock is enabled. > > > > Then, you can disable the links to locks: unchek > > Ticket::Frontend::MenuModule###100Lock: > > Ticket::Frontend::MenuModule###400-Owner: > > in Frontend::Agent::Ticket::MenuModule > > and Frontend::Agent::Ticket::MenuModulePre > > > > I've done these modification and worked fine without locks for a while in > the past > > > > > > Additionally, you might also want to disable > > Frontend::Module###AgentTicketLock: > > Frontend::Module###AgentTicketOwner: > > in Frontend::Agent::ModuleRegistration > > but I don't know if this can cause some issues > > > Mujtaba Karim > Customer Support Manager > PixSense Inc. > 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan > C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] > www.pixsense.com > > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of > [EMAIL PROTECTED] > Sent: Wednesday, October 31, 2007 5:00 PM > To: otrs@otrs.org > Subject: otrs Digest, Vol 51, Issue 64 > > Send otrs mailing list submissions to > otrs@otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > [EMAIL PROTECTED] > > You can reach the person managing the list at > [EMAIL PROTECTED] > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Let OTRS mail external notify ([EMAIL PROTECTED]) > 2. Re: Remove lock option from tickets (Andy Lubel) > 3. Re: RE: what is the best linux distro in my situation? > (kerneljack) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 30 Oct 2007 14:50:34 +0100 > From: [EMAIL PROTECTED] > Subject: [otrs] Let OTRS mail external notify > To: otrs@otrs.org > Message-ID: <[EMAIL PROTECTED]> > Content-Type: text/plain; charset="us-ascii" > > Hi, > > Is it posible to let OTRS mail a customer when a external note is made? > > -- > Henry, > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > http://lists.otrs.org/pipermail/otrs/attachments/20071030/d14c29b7/attachmen > t-0001.html > > ------------------------------ > > Message: 2 > Date: Tue, 30 Oct 2007 11:31:51 -0400 > From: Andy Lubel <[EMAIL PROTECTED]> > Subject: Re: [otrs] Remove lock option from tickets > To: "User questions and discussions about OTRS.org" <otrs@otrs.org> > Message-ID: <[EMAIL PROTECTED]> > Content-Type: text/plain; charset="US-ASCII" > > How many agents, just you? How many customers? You simply may not have > enough of either to justify using a HelpDesk system such as OTRS, which is > geared towards SMB to enterprise customers. > > Metrics also translate into SLA's. If you care about the customer then you > would care to see how well you are responding to his needs? > > Can you tell me one system/application you do think does a better job of > making it convenient for the agent to work customer submitted issues? > > -Andy > > > On 10/29/07 9:36 PM, "Jo Rhett" <[EMAIL PROTECTED]> wrote: > >> Unless you don't care about metrics but instead convenience of >> answering the customer. >> >> OTRS makes everything inconvenient, as far as I can tell. >> >> On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote: >>> i absolutely agree. people need to own (lock) the tickets they >>> work on >>> otherwise certain metrics you would want later cant be gotten. like >>> time open --> working (locked) --> close. >>> >>> unless of course you are a 1 man helpdesk :) >>> >>> >>> -Andy Lubel >>> >>> >>> >>> >>> -----Original Message----- >>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On >>> Behalf Of >>> Richard Hinkamp - BeSite >>> Sent: Friday, October 26, 2007 5:06 AM >>> To: User questions and discussions about OTRS.org >>> Subject: Re: [otrs] Remove lock option from tickets >>> >>> Disabling locks is not the way to go imho. Locks are great for >>> preventing double answers etc (2 people handling the same ticket at >>> the >>> same time and giving different answers to the customer for >>> example :S). >>> What you problably want is an auto unlock after an answer. What you >>> can >>> do is setting the default state after answering a ticket to "closed >>> succesful", in config: >>> $Self->{'Ticket::DefaultNextComposeType'} = 'closed successful'; >>> >>> This way a ticket is closed by default after answering. When a new >>> reply >>> comes from the customer, it will show in the main queue again, >>> without a >>> lock. This way you can share all tickets with all people and only lock >>> the ticket when you are handling the ticket (and this way prevent >>> double >>> handling of same ticket). >>> >>> Richard >>> _______________________________________________ >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> Support or consulting for your OTRS system? >>> => http://www.otrs.com/ >>> _______________________________________________ >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> Support or consulting for your OTRS system? >>> => http://www.otrs.com/ > > > > ------------------------------ > > Message: 3 > Date: Wed, 31 Oct 2007 11:00:50 +0000 > From: kerneljack <[EMAIL PROTECTED]> > Subject: Re: [otrs] RE: what is the best linux distro in my situation? > To: "User questions and discussions about OTRS.org" <otrs@otrs.org> > Message-ID: > <[EMAIL PROTECTED]> > Content-Type: text/plain; charset=ISO-8859-1 > > Thank you for all your answers, one other question I have: > > How do I migrate an older OTRS database to a new installation? The > older one is at version 2.0.4 and i am trying to migrate to 2.2.3. > > The older installation was on a OSX Server and the new one will > probably be on a Centos 5 machine with OTRS 2.2.3. > > Looking at the manual at http://doc.otrs.org/2.2/en/html/c2528.html, > I'm thinking a simple > > /opt/otrs/scripts/backup.pl -d ... > > on the the older machine, and then a: > > /opt/otrs/scripts/restore.pl .... > > on the new box will work? > > Thanks for any help, > > On 10/28/07, Agim Cami <[EMAIL PROTECTED]> wrote: >> Otrs runs fine under CentOS. >> Actually I use otrs under CentOS 4.4. >> So, no need to Install obligatory Suse or Fedora. >> >> -- >> Agim Cami >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support or consulting for your OTRS system? >> => http://www.otrs.com/ >> > > ------------------------------ > > _______________________________________________ > otrs mailing list > otrs@otrs.org > http://lists.otrs.org/cgi-bin/listinfo/otrs > > > End of otrs Digest, Vol 51, Issue 64 > ************************************ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
