Thanks for the level of detail, I think I have good news for you!
In Sysconfig you could expose locked tickets via "Ticket Status view" and
that allows you (or any user with rights on the queue) to add a note into a
"locked" ticket owned by another user as well as if you were the owner.
This is part of my sysconfig that exposes that "Ticket Status view" to the
navbar:
$Self->{'Frontend::Module'}->{'AgentTicketStatusView'} = {
'NavBar' => [
{
'Prio' => '110',
'Block' => '',
'Image' => 'overview.png',
'NavBar' => 'Ticket',
'Type' => '',
'AccessKey' => 'v',
'Description' => 'Overview of all open Tickets',
'Name' => 'StatusView',
'Link' => 'Action=AgentTicketStatusView'
}
],
'GroupRo' => [
'StatusViewReaders'
],
'NavBarName' => 'Ticket',
'Description' => 'Overview of all open tickets',
'Title' => 'Status View',
'Group' => [
'SuperAdmin',
'admin'
]
};
Don't just add this into the config.pm.. You can find it in sysconfig..
Somewhere I cant remember :)
If I must I can locate it again but I encourage new admins to rummage
through the 2500 or so configuration/customization options available.
Can you let the list know if that works out for your needs?
-Andy
On 11/7/07 1:24 PM, "Jo Rhett" <[EMAIL PROTECTED]> wrote:
> If it was better implemented then yeah, Andy, I would agree with
> you. But the locking system in OTRS doesn't distinguish between "I'm
> busy working on this" and "I just stuck a note on it then left for
> lunch".
>
> If I want to lock a ticket I'm working on, you're right the system
> should allow that. But OTRS requiring a lock to even stick a note on
> a ticket is absurd.
>
> On Oct 31, 2007, at 9:52 AM, Andy Lubel wrote:
>> 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
>>> ************************************
>>>
>>> _______________________________________________
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>>> 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/
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