great hints Frans, I've used some of them right now too ... It's never too late to learn something (literal translation of a typical italian saying)
On Thu, Apr 16, 2009 at 2:10 PM, Frans Stekelenburg <frans.stekelenb...@netdialog.eu> wrote: > Jim, > > You already received some good feedback. > > According your scenario as described, OTRS works straight forward to the > way you desire: > > A 'servicedesk QUEUE' that receives all the cases (possibly also tier-2 > reassign back to this Queue), and from there MOVING (reassigning, changing) > to the proper specialist queue (tier-2). I think move/assigning to queue > will have the desired outcome (no need I think to have a "group agent" to > set ownership to (by default), but still this IS an option). > > You are, as far as I can see, facing some issues with functionality as > "locking" and "ownership". A few tweaks may come in handy. > > > Locking > ------- > The functionality has been previously explained. There are a few settings > you could tweak to your needs however. Even to view _always_ the 'locked' > state tickets, however this would blur the overview on cases actually > needing action from someone- in queue view! There is a script, by the way, > to unlock tickets automatically (can be scheduled as needed). > > > You can set the following options, that I think may help you in fine tuning > to your needs: > > As Admin in sysconfig under 'Ticket -> Core::Ticket' > > # Ticket::EventModulePost###1-ForceStateChangeOnLock: > # Ticket event module to force a new ticket state after lock action. > # As key you have to define the current state and the next state as > # content after lock action. > > Sets it from 'new' to 'open' by default > > # Ticket::EventModulePost###1-ForceOwnerResetOnMove: > # Ticket event module to reset and unlock the owner if ticket gets moved > to another queue. > > Probably you already have set this - I think you need to! > > # Ticket::EventModulePost###99-ForceUnlockOnMove: > # Ticket event module to force tickets to be unlocked after moving to > another queue. > This also. > > # Ticket::ViewableLocks: > # Viewable locks. Default: unlock, tmp_lock. > What tickets show up in overviews. Like I said before, I would not add > locked here... > To get a better overview, better use StateView (explained later) or search, > or template search. > > # Ticket::UnlockStateType: > # The states for unlocked tickets. > # You can unlock tickets with the script "bin/UnlockTickets.pl". > This relates to the script that unlockes (as desired; hourly, daily....?) > > > Perhaps also useful: > > # Ticket::ViewableStateType: > # State types for a ticket to display. > > > Your queue owners should I think see open or new cases, and assign them > accordingly. > If not agents themselves can take ownership (default scenario) > > > > StatusView > ---------- > A very handy button to add next to QueueView, which by default is OFF. > Set under SysConfig: Ticket -> Frontend::Agent::ModuleRegistration > > # Frontend::Module###AgentTicketStatusView: > # Frontend module registration for the AgentTicketStatusView > # object in the agent interface. > # Ticket -> Frontend::Agent::Ticket::ViewStatus > > > Search with templates > --------------------- > A function also not automatically set, but useful to us: > Under Ticket -> Frontend::Agent::NavBarModule > > # Frontend::NavBarModule###1-Ticket::TicketSearchProfile: > # Agent interface module to access search profiles via nav bar. > > > Moving > ------ > You likely have configured the agent/user profiles who can move_into, or > not. > You could change the default Move/Change to button behavior: > > # Ticket::Frontend::MoveType: > # The queue selection can be shown in a dropdown list or in a new window. > # If "New Window" is set you can add a move note to the ticket. > > The position of the button/function is odd (and it shifts down). > I am still looking into a way to have this button removed, or moved to the > default action bar. Moving to a queue could also be done through let's say a > 'Note' action. > > > > ACL > --- > For a certain restriction in workflow, not standard handled by OTRS you may > want to look into the ACL functionality (e.g. 'Close' not an option in > tier-2 queues, Move or possible queues to move to limited to.... customers, > agents etc.) > > gr, > Frans > > > -----Original Message----- > > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > > James Burk > > Sent: woensdag 15 april 2009 20:01 > > To: User questions and discussions about OTRS. > > Subject: Re: [otrs] Queue View and Ticket Owner > > > > Hello Marco. I apologize if I have over simplified your question. But > > this is how my organization creates and work tickets with OTRS. > > > > Our organization has decided that tier 1 (service desk) and tier 2 > > (advanced support groups) are Agents in OTRS. All of these Agents are > > assigned to Groups, and each Group is associated with a similarly named > > Queue. Our service desk receives calls from users, as most > > organizations do, and SD uses client interface Phone-ticket to create > > tickets. When they understand what Service is failing they select > > that. > > We have the Services associated with the support Groups/Queue. The SD > > selects the Queue from the "To" field. After all the pertinent > > information is completed they Create and an email notification goes to > > the user and to the Group to whom the ticket was assigned. The tier 2 > > support Group then assigns to a particular Agent within the Group and > > they resolve the ticket. > > > > As I think you know OTRS is also capable of accepting email from users, > > and then filters them into the proper Queue. We have decided not to > > implement that capability at this time. > > > > Best regards, > > > > Jim > > > > >>> Marco Vannini <marco.vann...@gmail.com> 4/14/2009 4:59 PM >>> > > It looks quite strange. unless it is not configured something strange > > seem that SD sets agents too. Are you able to tell us how they do a > > ticket ? they sends email or they use the web interface ? are they > > otrs agents or customer ? > > > > Are you able to tell us how SD opens tickets > > > > On Tue, Apr 14, 2009 at 10:02 PM, James Burk <james.b...@dornc.com> > > wrote: > > > Thank you Marco. > > > > > > In our installation we have a rule that the Service Desk assigns > > > tickets only at the Group level, not the Agent level. That way > > "Queue > > > Monitors" for the Groups can then assign to the Agents and begin the > > > work in progress. As OTRS by default assigns the ticket creator as > > the > > > owner unless explicitly assigned, how will the queue monitors be able > > to > > > view the ticket in order to assign? Yes, they will get a > > notification > > > that a ticket has been assigned to their group, but they won't be > > able > > > to view the queue. Am I still missing something? > > > > > > Best regards, > > > > > > Jim > > > > > >>>> Marco Vannini <marco.vann...@gmail.com> 4/14/2009 3:31 PM >>> > > > this is the manner that tickets are managed by otrs. It means that a > > > ticket is in "work in progress" by the agent that has taken it. > > > > > > Listed in the browse windows mean that ticket are not owned by > > anyone > > > ("waiting to be worked") so not still in "wip" state > > > > > > On Tue, Apr 14, 2009 at 9:17 PM, James Burk <james.b...@dornc.com> > > > wrote: > > >> Thank you Leonardo. You seem to be the only one in the community > > > who > > >> will answer my questions. > > >> > > >> It seems, however, the Agent must be the Owner of the ticket for it > > > to > > >> show up in the Queue. Does this seem reasonable? > > >> For example I have a group called security test group and an > > > associated > > >> queue, security test queue. There are two agents in the group, > > > myself > > >> and a colleague. When I create a ticket and by default the Owner > > is > > > me, > > >> I can view the ticket. When I create a ticket and assign Ownership > > > to > > >> my colleague, I cannot see the ticket in the Queue. I can search > > > and > > >> find it, but it is not visible in the queue for me. > > >> > > >> Curious, eh? > > >> > > >> Regards, > > >> > > >> Jim > > >> > > >>>>> Leonardo Certuche <leonardo.certu...@itcon-ltda.com> 4/14/2009 > > >> 12:33 PM >>> > > >> Hi there, > > >> > > >> Go to index.pl?Action=AdminUserGroup and associate each User(Agent) > > > to > > >> Groups. Then go to index.pl?Action=AdminQueue and associate each > > > queue > > >> to a > > >> Group. When an user has access over a group, he will also have > > > access > > >> to the > > >> queue associated to that group. > > >> > > >> Greetings, > > >> > > >> On Tue, Apr 14, 2009 at 10:01 AM, James Burk <james.b...@dornc.com> > > >> wrote: > > >> > > >>> Hello all. > > >>> > > >>> I've implemented OTRS ITSM 1.2.3. I've come across a situation I > > >> can't > > >>> explain. It seems that only the Owner of a Ticket can see that > > >> Ticket in > > >>> the Queue View. I want all Agents in the Group assigned to a > > Queue > > >> to be > > >>> able to view those Tickets whether they are Owner or not. How do > > I > > >> do this? > > >>> > > >>> Thanks and best regards, > > >>> > > >>> Jim > > >>> > > >>> > > >>> > > >> > > > > > ----------------------------------------------------------------------- > > ------ > > >>> E-Mail correspondence to and from this sender may be subject to > > the > > >>> North Carolina Public Records Law, and may be disclosed to third > > >> parties. > > >>> > > >>> > > >> > > > > > ----------------------------------------------------------------------- > > ------- > > >>> > > >>> > > >> > > > > > --------------------------------------------------------------------- > > >>> 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 > > >>> > > >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > >>> http://www.otrs.com/en/support/enterprise-subscription/ > > >>> > > >> > > >> > > >> > > >> -- > > >> Leonardo Certuche > > >> 301 284 6250 > > >> leonardo.certu...@itcon-ltda.com > > >> www.itcon-ltda.com > > >> Medellín, Colombia > > >> > > > > > ----------------------------------------------------------------------- > > ------ > > >> E-Mail correspondence to and from this sender may be subject to the > > >> North Carolina Public Records Law, and may be disclosed to third > > > parties. > > >> > > > > > ----------------------------------------------------------------------- > > ------- > > >> > > >> > > > > > --------------------------------------------------------------------- > > >> 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 > > >> > > >> NEW! 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