Hi Martin, >> 3. There used to be a line at the top of each queue display: >> "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" >> The "8" above was a link that opened ALL tickets, locked or not, in >> that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck >> with the "StatusView" mechanism to see locked tickets? It is not as >> easy to find what you want using that. >> >> Workaround: Use StatusView when needed.
> That's true. This feature got dropped/lost with new queue overviews. > > Just to get more detailed impression to me. On what workflow did you > use this feature? For us the workflow is as follows: - a ticket was worked by agent A and agent B watched the ticket - agent A closes the ticket and agent B unsubscribes - the ticket gets a follow-up message => re-opened and locked by agent A - agent B has no chance to get an info about the follow-up message => no take over by agent B is possible (if agent A is unavailable for instance) If the locked tickets are shown in queue view I as a dispatcher can assign the ticket to an other agent. Regards, Christian Meier -----Ursprüngliche Nachricht----- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Martin Edenhofer Gesendet: Freitag, 21. August 2009 14:39 An: User questions and discussions about OTRS. Betreff: Re: [otrs] OTRS 2.4.3 Hi Richard, On Aug 14, 2009, at 22:58 , Richard Stockton wrote: > OS: RedHat Linux 5.3 (64 bit) Web: Apache 2.2.3 Perl: 5.8.8 > > We have recently updated our OTRS system (in place since 2002) to > version 2.4.3. We are especially happy with the speed increases, > and the "Support Assessment" package has been very helpful. > > However, we have seen some problems, here is the list: > > 1. Ticket arrives addressed to "supp...@example.com" which is > aliased to "otrss...@mail.example.com". The latter email is the > one OTRS uses to fetch the mail. This is a simple email, one > "To:" address, and one "From:" address (our client). When an > agent replies to this ticket, "supp...@example.com" gets put > into the "Cc:" part of the reply form. Why? This means that > any reply gets CCed right back to OTRS. It didn't do this > before. In past versions only addresses from the "Cc:" header > were put in the reply form Cc:. We would like to see a return > to the previous behavior. Is this something we can do? > > Workaround: Edit AgentTicketCompose.dtl and make the Cc blank, > but now we have to input any needed Cc's "by hand", and of > course we have to re-edit that file with every OTRS update. One question, is 'supp...@example.com' configured as System Address in OTRS admin interface? Per default OTRS tries to reply to any not local address. If you added "supp...@example.com" as System Address, it will not get longer in Cc line of reply. > 2. Trying to change the otrs log to a file location of our > choosing doesn't work. You can change the values in the admin > section (sysconfig), but most of them don't stay changed. > > Workaround: Set the log facility to local0 and use syslog.conf > to manage the otrs.log file. Looks like an config issue. It seems, that you added this setting to Kernel/Config.pm: $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; Kernel/Config.pm is the highest priority of config settings. If you remove LogModule from Kernel/Config.pm, the you can change it via SysConfig linke you want. > 3. There used to be a line at the top of each queue display: > "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" > The "8" above was a link that opened ALL tickets, locked or not, in > that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck > with the "StatusView" mechanism to see locked tickets? It is not as > easy to find what you want using that. > > Workaround: Use StatusView when needed. That's true. This feature got dropped/lost with new queue overviews. Just to get more detailed impression to me. On what workflow did you use this feature? > 4. We like to be able to see which agent owns each ticket in the > preview queueview (I know it's in the "small" view), and we used to > be able to make a small change somewhere in the code or the config, > (I don't actually remember exactly where) to add that data in the > right hand gray area under "CustomerID:". Can anyone direct me to > where I can do that in 2.4.3? > > Workaround: Use the "small" view when needed. Just add it to the template. You need to look at: Kernel/Output/HTML/Standard/AgentTicketOverview*.dtl to add/removed some info in the ticket overviews. > As usual I would appreciate any help. > TIA. I hope it is helps you! ;) > - Richard -Martin --------------------------------------------------------------------- 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/ --------------------------------------------------------------------- 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/
