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-----
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Sent: Wednesday, October 31, 2007 5:00 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 51, Issue 64
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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,
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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
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------------------------------
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
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