Re: [otrs] Queue view

[Lars Jørgensen]

Yeah. Just select the relevant queues in "My Queues" in the agent
preferences. Then click on Tickets -> Queues.

2014-12-04 16:17 GMT+01:00 John Koch :

> Hello,
>
> Is it possible to have a queue which is a combined list, in chronological
> order, of all tickets in all queues. The purpose of this is to enable an
> agent working on multiple queues to work through all tickets in
> chronological order and be able to easily see tickets which are getting
> old, no matter which queue they arrived in.
>
> Thanks!
>
>
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-- 
Lars
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Re: [otrs] : Queue view

[Florian Edlhuber]

Hi,

04/12/2014 16:22 - John Koch wrote:  Is it possible to have a queue which is a
combined list, in chronological order, of all tickets in all queues. The
purpose of this is to enable an agent working on multiple queues to work
through all tickets in chronological order and be able to easily see tickets
which are getting old, no matter which queue they arrived in.  

Yes. Read manual:
[1]http://otrs.github.io/doc/manual/admin/stable/en/html/what-is-the-queue-overview.html

--
Florian


[1] 
http://otrs.github.io/doc/manual/admin/stable/en/html/what-is-the-queue-overview.html
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[otrs] Queue view

[John Koch]

Hello,

Is it possible to have a queue which is a combined list, in chronological
order, of all tickets in all queues. The purpose of this is to enable an
agent working on multiple queues to work through all tickets in
chronological order and be able to easily see tickets which are getting
old, no matter which queue they arrived in.

Thanks!
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[otrs] Queue and Permission

[liziyi2006]

Good evening ,everyone!
    I have a new problem.
    When I configured queue-group-role，I found that agent can move the ticket 
into any queue ,but they can not see all of the queues from dropdown "to queue" 
in "new phone ticket".
    I check the role-group,agent have RO and MOVE INTO right .I am puzzled,can 
not see but can move into .why?
 
    My otrs itsm version is 3.3.7
    
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Re: [otrs] Queue versus Subqueue versus All in one queue

[Leah Kelly]

Thank you everybody, this helps a lot! I appreciate your answer Gerald, this 
clears things up for me
regarding the differences between the configuration set-ups. Thanks! I have 
decided to keep 
the parent Client Services, with each AM as a child (subqueue). This is because 
most requests are 
made to specific AMs as they are their POC. 

The next questions would be, is there a way to filter the generic requests that 
are made
to the parent (support@) into the AM who represents them? Sometimes clients 
don’t know
who their AM is, so they just write to the generic box. It would be nice to 
push that client
to the AMs queue so the appropriate AM could handle their client. 

I was thinking we could do it based on domain names, can anybody think of a 
better more 
efficient way?

Thanks again!
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Re: [otrs] Queue versus Subqueue versus All in one queue

[Gerald Young]

Web:
CustomerGroups, customers members of groups that belongs to the queues they
have access to. (Each Queue has a group. Each agent can be members of
multiple groups. Remove Queue from "users" group.

Email:
PostmasterFilter.


On Wed, Feb 5, 2014 at 12:36 PM, Leah Kelly  wrote:

> Thank you everybody, this helps a lot! I appreciate your answer Gerald,
> this clears things up for me
> regarding the differences between the configuration set-ups. Thanks! I
> have decided to keep
> the parent Client Services, with each AM as a child (subqueue). This is
> because most requests are
> made to specific AMs as they are their POC.
>
> The next questions would be, is there a way to filter the generic requests
> that are made
> to the parent (support@) into the AM who represents them? Sometimes
> clients don't know
> who their AM is, so they just write to the generic box. It would be nice
> to push that client
> to the AMs queue so the appropriate AM could handle their client.
>
> I was thinking we could do it based on domain names, can anybody think of
> a better more
> efficient way?
>
> Thanks again!
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] Queue versus Subqueue versus All in one queue

[Marty Hillman]

Just how we are working it in our organization.

We considered having one user per queue, but since our practices are more 
geared toward teams, we opted for separate queues for those different 
processes.  It also allows for reporting on issue types.  For example, we have 
queues for Login and Access Rights, Printing, Phone/Fax Issues, etc.  Under the 
Websites queue, we created several sub-queues labeled by the particular web 
service (www.xxx.com<http://www.xxx.com>, www.yyy.com<http://www.yyy.com>, 
etc.) so that developers could track time spent for each separate business unit 
(each business unit has their own websites).

With the mechanism above, I can assign multiple agents per queue.  All agents 
are notified when a ticket arrives in their queue.  The first one to open it is 
assigned the ticket.  They can assign it to a different agent, but it is 
tracked that they saw the issue and passed on it.  This enables us to reliable 
monitor ticket flow and where we need to focus on training.

There is one major queue that overrides all others.  That queue is monitored by 
my Level I to Level III support team when time permits.  They perform triage on 
all tickets and assign them to the proper queues.  End users can also select 
their own queue, but they seldom go that extra step.

Hope this helps give you some ideas.

Marty

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Mike 
Morris
Sent: Tuesday, February 4, 2014 3:37 PM
To: otrs@otrs.org
Subject: Re: [otrs] Queue versus Subqueue versus All in one queue

> I am wondering if individuals possibly shouldn?t have queues, maybe queues
> are meant more for a process or a department. Any insight would be

My two cents worth:

OTRS (or any ticket system) exists to make our work more efficient, of course. 
So, IMHO, it should be configured to reflect your business processes. We have 
queues that correspond to major functions happening within the workflow.

The decision for me is what will minimize the amount of change (work) 
manipulating OTRS itself instead of doing the business work directly. Much of 
my input about that comes from the Agents themselves telling me what will make 
their life easier.





Mike Morris
The Music Place
1617 Willowhurst Avenue
San Jose, CA 95125
(408) 445-ARTS (2787)

Your Random Historical Quote:
I enter upon the discharge of the high duties which have been assigned 
me by
the people, again humbly supplicating that Divine Being who has watched 
over
and protected our beloved country from its infancy to the present hour 
to
continue His gracious benedictions upon us, that we may continue to be a
prosperous and happy people.
- James Knox Polk, Inaugural Address, March 4, 1845


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Re: [otrs] Queue versus Subqueue versus All in one queue

[Mike Morris]

> I am wondering if individuals possibly shouldn?t have queues, maybe queues
> are meant more for a process or a department. Any insight would be 

My two cents worth:

OTRS (or any ticket system) exists to make our work more efficient, of course. 
So, IMHO, it should be configured to reflect your business processes. We have 
queues that correspond to major functions happening within the workflow.

The decision for me is what will minimize the amount of change (work) 
manipulating OTRS itself instead of doing the business work directly. Much of 
my input about that comes from the Agents themselves telling me what will 
make their life easier.





Mike Morris
The Music Place
1617 Willowhurst Avenue
San Jose, CA 95125
(408) 445-ARTS (2787)

Your Random Historical Quote:
I enter upon the discharge of the high duties which have been assigned 
me 
by 
the people, again humbly supplicating that Divine Being who has watched 
over 
and protected our beloved country from its infancy to the present hour 
to 
continue His gracious benedictions upon us, that we may continue to be 
a 
prosperous and happy people.
- James Knox Polk, Inaugural Address, March 4, 1845


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Re: [otrs] Queue versus Subqueue versus All in one queue

[Gerald Young]

@Leah,

>each AM has his own queue
not a bad idea (AM = agent), but only if it's the *agent* the customer
needs, not the task (that multiple agents can address).

>Developers are in a subqueue
In practical terms, subqueue is identical to root queue with the major
(sole?) difference being whether the queue has a parent.

> It works okay when nobody has taken ownership yet. But if somebody has,
you have to change yourself to the owner, then move it back to the person's
queue, and then the next person has to do the same thing. Surely there's a
simpler solution.

Don't forget to unlock on queue move. (SysConfig setting). This might, in
itself, help a bunch.

> can somebody tell me what the main advantages/benefits are of each of the
three configurations (one person per queue, many people in one queue, and
many subqueues (each with one person in them) within one queue)?

one person per queue = segregation of tickets. Note that I'll repeatedly
say that a queue is a "Hat" in which the ticket sits. My usual description
of a queue is the [types of] agent[s] who is/are able to service a request.
If a customer has a dedicated CSR, for instance, it makes sense that a
ticket should be directed to that CSR (this is not a customer based queue,
which is not optimal, in my opinion).

many agents in one queue = minimal hassle to get a task submitted by
customer. The customer chooses a type of task (Queue) to be handled, and
random agent who is able to handle that task can lock the ticket and work
on it. No need to really shuffle the ticket between queues unless using
tiers of agents, which leads to ...

subqueues...
Which are basically queues with parents as labels. In *general*, there is
no inheritance, no particular other benefit, but can be used for your own
reporting.

In my opinion, unless you're using something like Location (or, maybe,
Language) as your master queue and then agents or departments/tasks as
subqueues, (or, then agents as subqueues of departments/tasks), you may
find that a bunch of agents as root queues (no parents) suffices for your
needs.

Note that a bunch of queues means a customer may need to sift through them
in web submission unless ACLs or group membership applies to the customer.


On Mon, Feb 3, 2014 at 10:09 AM, Leah Kelly  wrote:

> It does help, thank you for that. Would anybody else have any input on the
> primary differences between these three
> set-ups, and why one would use them?
>
> Thank you for any guidance! The manual doesn't go into it at all. I am
> wondering if individuals possibly shouldn't have
> queues, maybe queues are meant more for a process or a department. Any
> insight would be appreciated!
>
> Thanks,
> Leah
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Re: [otrs] Queue versus Subqueue versus All in one queue

[David Hess]

Hello Leah,

Likewise i cannot comment on what might be best, but i can share what I am
using Queues for.

We have mainly use Queues to control response times, and all agents have
access to all queues.

Queues:
*Support* (main queue with escalation times set and uses the survey module
to send surveys when tickets are closed)
*Inquiry* (basically a non-support queue that has no escalation times and
does not send surveys when tickets are closed)
*Spam* (queue that users can send spam emails into
*Delete* (queue that admin can use to delete tickets that were in the spam
queue)

We had thought about breaking the support queue into sub queues but the
need never really arose for us.

But i think a general guideline would be to use a new queue when one of the
queue-related configurations needs to be different.  This would include
queue permissions, response templates, escalation times, etc.

I hope that helps you as you work on your design.

Regards,
David


On Mon, Feb 3, 2014 at 10:09 AM, Leah Kelly  wrote:

> It does help, thank you for that. Would anybody else have any input on the
> primary differences between these three
> set-ups, and why one would use them?
>
> Thank you for any guidance! The manual doesn’t go into it at all. I am
> wondering if individuals possibly shouldn’t have
> queues, maybe queues are meant more for a process or a department. Any
> insight would be appreciated!
>
> Thanks,
> Leah
> -
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>
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Re: [otrs] Queue versus Subqueue versus All in one queue

[Leah Kelly]

It does help, thank you for that. Would anybody else have any input on the 
primary differences between these three
set-ups, and why one would use them?

Thank you for any guidance! The manual doesn’t go into it at all. I am 
wondering if individuals possibly shouldn’t have
queues, maybe queues are meant more for a process or a department. Any insight 
would be appreciated!

Thanks,
Leah
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Re: [otrs] Queue versus Subqueue versus All in one queue

[Sander Goudswaard]

Hi Leah,

I cannot give you a complete report of the (dis)advantages of all possible 
set-ups. Others here might be able to do so. But I can tell you how we set it 
up:

- We have one queue for all requests.
- Tickets are assigned to agents.
- All agents are allowed to update all tickets.
- If an update from a different agent is necessary, either the ownership is 
pushed to this agent, or the agent receives a notification that his assistance 
is requested.
- All agents can change ownership of the tickets to a collegue, who then sees 
it in 'my tickets' which is an overview of all locked tickets of the same owner.
- Agents can mark a ticket as 'follow', in which case an icon is added with a 
star, indicating the number of followed tickets with unseen updates.

Hope this helps,
Sander
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[otrs] Queue versus Subqueue versus All in one queue

[Leah Kelly]

Hello,

I am considering a setup change, but would really like good examples of clients 
having their own individual queue,
versus having a subqueue of another main queue, versus just everybody being in 
the same queue.

We are a small software company (<20) - the people in OTRS are Account Managers 
(AM) and Developers (D).
The AMs each have specific clients, but also need to answer questions from any 
other randoms that come in. For example,
a client of Marlene’s could write to marl...@company.com, or 
supp...@company.com. Marlene would answer her
queue, and anybody (including Marlene) could answer when they wrote to support. 
In other words, all AMs can 
answer customers who write to the generic support mailbox. 

Right now I have OTRS set up so each AM has their own queue (never mind why I 
did it this way, it’s irrelevant).
They also check the Support queue. As their ‘Favorite Queues’ in their 
settings, the AM selects both their own 
personal queue and the Support queue. Developers are in a subqueue. (I did this 
to experiment to see if one was 
better than the other, but I never really figured it out.)

The way we work, is that when somebody gets a client request, often it will 
need to involve several steps
between AMs and Ds. We want to be able to get a ticket, read the request, write 
a note to the appropriate person,
then move it to an appropriate queue. When that person is done with their part, 
they write a note and move it
back to the other person’s queue to let them know it’s complete so they can 
tell the customer and close the ticket.
Many times there are more than just two people involved. We want the AM to get 
the ticket first though, 
because they are the POC and owner of the account. 

It works okay when nobody has taken ownership yet. But if somebody has, you 
have to change yourself to the 
owner, then move it back to the person’s queue, and then the next person has to 
do the same thing. Surely
there’s a simpler solution.

Which is why I think I should change the set up - can somebody tell me what the 
main advantages/benefits are of each 
of the three configurations (one person per queue, many people in one queue, 
and many subqueues (each with one
person in them) within one queue)?

Sorry I am just an OTRS ignoramus. Thank you for your time. And I really 
appreciate your insight. I am really
trying to and want to learn!

L
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Re: [otrs] Queue name internationalization

[Bogdan Iosif]

Queue names are not UI texts so they are not coverable by OTRS'
internationalization mechanism. Only pre-determined texts, shows in various
pages are translatable.

If what you want is a queue with different names for customers speaking
different languages, then you can approach this problem differently.

Create multiple queues for the same topic, each one for a different
language. e.g.

  [EN] Product Support
  [ES[ Soporte de producto
  [DE] Produkt-Support

You can optionally group these queues as subqueues under a topical queue or
under the [EN] queue.

Having different queues is logical because you would have different agents
handling each one, unless all your agents can speak all the languages you
support.

There are other reasons to go with this multiple-queue approach, such as
the impossibility to internationalize automated notifications sent by OTRS.


On Tue, Dec 17, 2013 at 11:52 AM, Gergely Polonkai wrote:

> Hello,
>
> is it possible to internationalize queue names, CI categories, etc.?
>
> Best,
> Gergely
>
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Re: [otrs] Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'

[Lars Jørgensen]

Den 01/01/2014 kl. 21.07 skrev Leah Kelly :

> Here’s my problem: 
> When creating a new email or phone ticket, the 'From Queue' drop-down is 
> filled with a list of “<>”s. Each “<>" corresponds to a specific queue - 
> whereupon after selecting any given “<>", you can then select an agent in the 
> ‘Owner’ drop-down who is a member of that queue. The only way to find your 
> queue is to select a “<>” and then see if your name is in the ‘Owner’ 
> drop-down - thiis is currently the only way we can create a new email/phone 
> ticket. The agents have to search through the “<> each time until they find 
> their name in the Owner drop-down.

An easy way to find out whether you changed something or have run into a bug is 
to rename the Kernel/Config/Files/ZZZAuto.pm to something like ZZZAuto.pm.bak. 
This file contains all of your changes and if renamed, OTRS will effectively 
reset to default settings. You don’t have to restart anything after the rename, 
just check out of the error is still there.

If the error is still present, something is wrong with your installation. If it 
goes away, you changed something.

If you changed something then create a new ZZZAuto.pm and start copying blocks 
from your backup copy. After each addition, check to see if the error emerges. 
When it does, you have found the culprit.


-- 
Lars




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Re: [otrs] Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'

[Leah Kelly]

Yes, the browser is javascript-enabled, thanks. I also tried to reload all the 
javascript in FrontEnd::Agent::ModuleRegistration and for Admin even. I still 
only see the list of <>.  

Anything else I can try? Thank you so much!
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Re: [otrs] Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'

[Alvaro Cordero]

I believe you have to start by going into
FrontEnd::Admin::ModuleRegistration or FrontEnd::Agent::ModuleRegistration
and reload all of you js

That sounds like you are having javascript issues. Did you validate the web
browser you are using is supported and do you have js enabled?

Regards


2014/1/1 Leah Kelly 

> Hello,
>
> I am the admin for a relatively new OTRS 3.3.1 install, and have ran into
> an odd problem which I have not been able to remedy or find a solution for
> online. It could have been that I changed something, though I cannot find
> what it would have been.
>
> Here’s my problem:
> When creating a new email or phone ticket, the 'From Queue' drop-down is
> filled with a list of “<>”s. Each “<>" corresponds to a specific queue -
> whereupon after selecting any given “<>", you can then select an agent in
> the ‘Owner’ drop-down who is a member of that queue. The only way to find
> your queue is to select a “<>” and then see if your name is in the ‘Owner’
> drop-down - thiis is currently the only way we can create a new email/phone
> ticket. The agents have to search through the “<> each time until they find
> their name in the Owner drop-down.
>
> I can’t figure any way out to get my queues listed in this drop-down. I
> have searched and searched through the SysConfig files, but to no avail.
>
> Can anybody help? Subsequently, I would love to find a way for the ‘From
> Queue’ and the ‘Owner’ drop-downs default to whatever agent is signed in,
> just to save them these two steps.
>
> Thank you to anybody who can help in any way.
>
> Leah Kelly
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
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>



-- 
___
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
www.gridshield.net
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Re: [otrs] Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'

[Leah Kelly]

I am not sure I understand. I know about access lists, but you are telling me 
just to create an new email ticket or phone ticket, you have to write a script? 
I would think this would just be standard in the installation - every agent 
should be able to create an email and see their name in the drop down. I’m not 
sure how to do this, can you help me get started, or supply more information 
please?

Thank you,
Leah


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Re: [otrs] Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'

[Yousef Hamad]

Hi All,
I have read your issue regarding to mentioned below, So you need to create
an "Access List" to categorize each queue which belong to and has its Agent.

Yousef Hamad

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Leah
Kelly
Sent: Wednesday, January 1, 2014 10:08 PM
To: otrs@otrs.org
Subject: [otrs] Queue names do not appear in the 'From Queue' New
Email/Phone ticket, instead shows '<>'

Hello,

I am the admin for a relatively new OTRS 3.3.1 install, and have ran into an
odd problem which I have not been able to remedy or find a solution for
online. It could have been that I changed something, though I cannot find
what it would have been. 

Here's my problem: 
When creating a new email or phone ticket, the 'From Queue' drop-down is
filled with a list of "<>"s. Each "<>" corresponds to a specific queue -
whereupon after selecting any given "<>", you can then select an agent in
the 'Owner' drop-down who is a member of that queue. The only way to find
your queue is to select a "<>" and then see if your name is in the 'Owner'
drop-down - thiis is currently the only way we can create a new email/phone
ticket. The agents have to search through the "<> each time until they find
their name in the Owner drop-down.

I can't figure any way out to get my queues listed in this drop-down. I have
searched and searched through the SysConfig files, but to no avail.

Can anybody help? Subsequently, I would love to find a way for the 'From
Queue' and the 'Owner' drop-downs default to whatever agent is signed in,
just to save them these two steps. 

Thank you to anybody who can help in any way.

Leah Kelly
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[otrs] Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'

[Leah Kelly]

Hello,

I am the admin for a relatively new OTRS 3.3.1 install, and have ran into an 
odd problem which I have not been able to remedy or find a solution for online. 
It could have been that I changed something, though I cannot find what it would 
have been. 

Here’s my problem: 
When creating a new email or phone ticket, the 'From Queue' drop-down is filled 
with a list of “<>”s. Each “<>" corresponds to a specific queue - whereupon 
after selecting any given “<>", you can then select an agent in the ‘Owner’ 
drop-down who is a member of that queue. The only way to find your queue is to 
select a “<>” and then see if your name is in the ‘Owner’ drop-down - thiis is 
currently the only way we can create a new email/phone ticket. The agents have 
to search through the “<> each time until they find their name in the Owner 
drop-down.

I can’t figure any way out to get my queues listed in this drop-down. I have 
searched and searched through the SysConfig files, but to no avail.

Can anybody help? Subsequently, I would love to find a way for the ‘From Queue’ 
and the ‘Owner’ drop-downs default to whatever agent is signed in, just to save 
them these two steps. 

Thank you to anybody who can help in any way.

Leah Kelly
-
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

[otrs] Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'

[Leah Kelly]

Hello,

I am the admin for a relatively new OTRS 3.3.1 install, and have ran into an 
odd problem which I have not been able to remedy or find a solution for online. 
It could have been that I changed something, though I cannot find what it would 
have been. 

Here’s my problem: 
When creating a new email or phone ticket, the 'From Queue' drop-down is filled 
with a list of “<>”s. Each “<>" corresponds to a specific queue - whereupon 
after selecting any given “<>", you can then select an agent in the ‘Owner’ 
drop-down who is a member of that queue. The only way to find your queue is to 
select a “<>” and then see if your name is in the ‘Owner’ drop-down - thiis is 
currently the only way we can create a new email/phone ticket.

I can’t figure any way out to get my queues listed in this drop-down. How do I 
do this? I have searched and searched through the SysConfig files, but to no 
avail.

Can anybody help? Subsequently, I would love to find a way for the ‘From Queue’ 
and the ‘Owner’ drop-downs default to whatever agent is signed in, just to save 
them these two steps. 

Thank you to anybody who can help in any way.

Leah Kelly
-
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

[otrs] Queue name internationalization

[Gergely Polonkai]

Hello,

is it possible to internationalize queue names, CI categories, etc.?

Best,
Gergely
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Re: [otrs] Queue view are not showing data after upgrade to 3.1 (SOLVED)

[Israel Garcia]

OK carlos, I found the cause of my issue. The migration was fine, but someone 
here made changes on "Edit Config Settings in Ticket -> 
Frontend::Agent::Ticket::ViewQueue" and the queue view failed on key sort 7 in 
:Ticket::Frontend::AgentTicketQueue###QueueSort . I remove the 'key 7' and 
queue view is working now.

Thanks for your time.

regards
Israel.




 De: Carlos Rodríguez 
Para: User questions and discussions about OTRS.  
CC: Israel Garcia  
Enviado: Lunes 1 de octubre de 2012 16:32
Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1
 

Hi Israel,

Did you follow all upgrade instructions to upgrade OTRS from 3.0 to 3.1?

I mean all steps from "UPGRADING" file?


((enjoy))

Carlos Rodríguez




On Oct 1, 2012, at 9:05 AM, Carlos Andrés Gallego Arboleda 
 wrote:

OK Israel, 
>
>
>Please view your table ticket on the database, 
>
>
>The fields Ticketfreetext, ticketarticlefreetext and ticketfreetime these 
>should not be
>
>
>If exists you must to use the scripts of migration again, 
>
>2012/10/1 Israel Garcia 
>
>Hi Carlos,
>>
>>
>>I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS 
>>and no success. Should I check in another place? 
>>Log file still saying:
>>
>>
>>[Mon Oct  1 15:52:38 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:38 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:38 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] 
>>Response::Agent: 1s taken 
>>(URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia)
>>[Mon Oct  1 15:52:39 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:39 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy
 (TicketFreeKey7)!
>>[Mon Oct  1 15:52:39 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] 
>>Response::Agent: 1s taken 
>>(URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia)
>>[Mon Oct  1 15:52:41 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:41 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:41 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>
>>
>>
>>Should you need another info for this issue? I need, if possible, your help 
>>to solve this before to touch anything and break it ALL trying to fix it.
>>
>>
>>Thanks much.
>>
>>
>>
>>
>>
>>
>>
>>
>>
>> De: Carlos Andrés Gallego Arboleda 
>>
>>Para: Israel Garcia ; User questions and discussions about 
>>OTRS.  
>>Enviado: Lunes 1 de octubre de 2012 15:48
>>
>>Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1
>> 
>>
>>
>>Hi Israel, 
>>
>>
>>You can use the scripts 
>>
>>
>>/opt/otrs/script/otrs.RebuildTicketIndex.pl
>>
>>
>>
>>
>>
>>2012/10/1 Israel Garcia 
>>
>>Hi Carlos,
>>>
>>>
>>>I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should 
>>>reinstall all ITSM* from the Package manager TAB?
>>>
>>>
>>>Really don't know which I made wrong on the migration. I appreciate your 
>>>help. Thanks much.
>>>
>>>
>>>regards,
>>>Israel.
>>>
>>>
>>>
>>>
>>>
>>> De: Carlos Rodríguez 
>>>Para: Israel Garcia ; User questions and discussions 
>>>about OTRS.  
>>>Enviado: Lunes 1 de octubre de 2012 13:54
>>>Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1
>>> 
>>>
>>>
>>>Hi Israel,
>>>
>>>
>>>Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already 
>>>upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x
>&

Re: [otrs] Queue view are not showing data after upgrade to 3.1

[Israel Garcia]

Well Carlos, I think I did :)
I follow this URL: http://doc.otrs.org/3.1/en/html/upgrading.html

but to tell the truth the last part from "Now you can log into your system." to 
the end of the document I didn't do that. I didn't know how to do this part. Is 
it the cause of my issue?

Really appreciate your help.




 De: Carlos Rodríguez 
Para: User questions and discussions about OTRS.  
CC: Israel Garcia  
Enviado: Lunes 1 de octubre de 2012 16:32
Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1
 

Hi Israel,

Did you follow all upgrade instructions to upgrade OTRS from 3.0 to 3.1?

I mean all steps from "UPGRADING" file?


((enjoy))

Carlos Rodríguez




On Oct 1, 2012, at 9:05 AM, Carlos Andrés Gallego Arboleda 
 wrote:

OK Israel, 
>
>
>Please view your table ticket on the database, 
>
>
>The fields Ticketfreetext, ticketarticlefreetext and ticketfreetime these 
>should not be
>
>
>If exists you must to use the scripts of migration again, 
>
>2012/10/1 Israel Garcia 
>
>Hi Carlos,
>>
>>
>>I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS 
>>and no success. Should I check in another place? 
>>Log file still saying:
>>
>>
>>[Mon Oct  1 15:52:38 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:38 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:38 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] 
>>Response::Agent: 1s taken 
>>(URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia)
>>[Mon Oct  1 15:52:39 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:39 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy
 (TicketFreeKey7)!
>>[Mon Oct  1 15:52:39 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] 
>>Response::Agent: 1s taken 
>>(URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia)
>>[Mon Oct  1 15:52:41 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:41 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>[Mon Oct  1 15:52:41 
>>2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
>>SortBy (TicketFreeKey7)!
>>
>>
>>
>>Should you need another info for this issue? I need, if possible, your help 
>>to solve this before to touch anything and break it ALL trying to fix it.
>>
>>
>>Thanks much.
>>
>>
>>
>>
>>
>>
>>
>>
>>
>> De: Carlos Andrés Gallego Arboleda 
>>
>>Para: Israel Garcia ; User questions and discussions about 
>>OTRS.  
>>Enviado: Lunes 1 de octubre de 2012 15:48
>>
>>Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1
>> 
>>
>>
>>Hi Israel, 
>>
>>
>>You can use the scripts 
>>
>>
>>/opt/otrs/script/otrs.RebuildTicketIndex.pl
>>
>>
>>
>>
>>
>>2012/10/1 Israel Garcia 
>>
>>Hi Carlos,
>>>
>>>
>>>I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should 
>>>reinstall all ITSM* from the Package manager TAB?
>>>
>>>
>>>Really don't know which I made wrong on the migration. I appreciate your 
>>>help. Thanks much.
>>>
>>>
>>>regards,
>>>Israel.
>>>
>>>
>>>
>>>
>>>
>>> De: Carlos Rodríguez 
>>>Para: Israel Garcia ; User questions and discussions 
>>>about OTRS.  
>>>Enviado: Lunes 1 de octubre de 2012 13:54
>>>Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1
>>> 
>>>
>>>
>>>Hi Israel,
>>>
>>>
>>>Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already 
>>>upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x
>>

Re: [otrs] Queue view are not showing data after upgrade to 3.1

[Carlos Rodríguez]

Hi Israel,

Did you follow all upgrade instructions to upgrade OTRS from 3.0 to 3.1?

I mean all steps from "UPGRADING" file?

((enjoy))

Carlos Rodríguez




On Oct 1, 2012, at 9:05 AM, Carlos Andrés Gallego Arboleda 
 wrote:

> OK Israel, 
> 
> Please view your table ticket on the database, 
> 
> The fields Ticketfreetext, ticketarticlefreetext and ticketfreetime these 
> should not be
> 
> If exists you must to use the scripts of migration again, 
> 
> 2012/10/1 Israel Garcia 
> Hi Carlos,
> 
> I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS 
> and no success. Should I check in another place? 
> Log file still saying:
> 
> [Mon Oct  1 15:52:38 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:38 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:38 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] 
> Response::Agent: 1s taken 
> (URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia)
> [Mon Oct  1 15:52:39 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:39 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:39 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] 
> Response::Agent: 1s taken 
> (URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia)
> [Mon Oct  1 15:52:41 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:41 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:41 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> 
> Should you need another info for this issue? I need, if possible, your help 
> to solve this before to touch anything and break it ALL trying to fix it.
> 
> Thanks much.
> 
> 
> 
> De: Carlos Andrés Gallego Arboleda 
> 
> Para: Israel Garcia ; User questions and discussions about 
> OTRS.  
> Enviado: Lunes 1 de octubre de 2012 15:48
> 
> Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1
> 
> Hi Israel, 
> 
> You can use the scripts 
> 
> /opt/otrs/script/otrs.RebuildTicketIndex.pl
> 
> 
> 
> 2012/10/1 Israel Garcia 
> Hi Carlos,
> 
> I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should 
> reinstall all ITSM* from the Package manager TAB?
> 
> Really don't know which I made wrong on the migration. I appreciate your 
> help. Thanks much.
> 
> regards,
> Israel.
> 
> De: Carlos Rodríguez 
> Para: Israel Garcia ; User questions and discussions about 
> OTRS.  
> Enviado: Lunes 1 de octubre de 2012 13:54
> Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1
> 
> Hi Israel,
> 
> Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already 
> upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x
> 
> please follow this link to get your packages
> http://www.otrs.com/en/open-source/get-otrs/software-download/
> 
> OTRS 3.1 introduces a new concept called DynamicFields, that replaces 
> TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc 
> fixed fields in the Database.
> 
> Que pases un buen día / Have a nice day!
> 
> ((enjoy))
> 
> Carlos Rodríguez
> 
> 
> 
> 
> On Oct 1, 2012, at 5:49 AM, Israel Garcia  wrote:
> 
>> 
>> Hi everybody
>> 
>> After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 
>> 3.0.5 to 3.0.16  'Queue tickets' are not shown:
>> 
>> 
>> 
>> When clic on 'Queue view' there's no tickets data found. Any idea why?
>> 
>> 
>> 
>> Log file is showing:
>> 
>> 
>> 
>> Appreciate your help.
>> 
>> Thanks.
>> 
>> 
>> 
>> 
>> -
>> 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
> 
> 
> 
> 
> -

Re: [otrs] Queue view are not showing data after upgrade to 3.1

[Carlos Andrés Gallego Arboleda]

OK Israel,

Please view your table ticket on the database,

The fields Ticketfreetext, ticketarticlefreetext and ticketfreetime these
should not be

If exists you must to use the scripts of migration again,

2012/10/1 Israel Garcia 

> Hi Carlos,
>
> I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all
> OTRS and no success. Should I check in another place?
> Log file still saying:
>
> [Mon Oct  1 15:52:38
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:38
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:38
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:38
> 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s
> taken (URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia)
> [Mon Oct  1 15:52:39
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:39
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:39
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:40
> 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s
> taken (URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia)
> [Mon Oct  1 15:52:41
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:41
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:41
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid
> SortBy (TicketFreeKey7)!
>
> Should you need another info for this issue? I need, if possible, your
> help to solve this before to touch anything and break it ALL trying to fix
> it.
>
> Thanks much.
>
>
>
>   --
> *De:* Carlos Andrés Gallego Arboleda 
>
> *Para:* Israel Garcia ; User questions and discussions
> about OTRS. 
> *Enviado:* Lunes 1 de octubre de 2012 15:48
>
> *Asunto:* Re: [otrs] Queue view are not showing data after upgrade to 3.1
>
> Hi Israel,
>
> You can use the scripts
>
> /opt/otrs/script/otrs.RebuildTicketIndex.pl<http://otrs.rebuildticketindex.pl/>
>
>
>
> 2012/10/1 Israel Garcia 
>
> Hi Carlos,
>
> I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should
> reinstall all ITSM* from the Package manager TAB?
>
> Really don't know which I made wrong on the migration. I appreciate your
> help. Thanks much.
>
> regards,
> Israel.
>
>--
> *De:* Carlos Rodríguez 
> *Para:* Israel Garcia ; User questions and discussions
> about OTRS. 
> *Enviado:* Lunes 1 de octubre de 2012 13:54
> *Asunto:* Re: [otrs] Queue view are not showing data after upgrade to 3.1
>
> Hi Israel,
>
> Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already
> upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x
>
> please follow this link to get your packages
> http://www.otrs.com/en/open-source/get-otrs/software-download/
>
> OTRS 3.1 introduces a new concept called DynamicFields, that replaces
> TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc
> fixed fields in the Database.
>
> Que pases un buen día / Have a nice day!
>
> ((enjoy))
>
> Carlos Rodríguez
>
>
>
>
> On Oct 1, 2012, at 5:49 AM, Israel Garcia  wrote:
>
>
> Hi everybody
>
> After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from
> 3.0.5 to 3.0.16  'Queue tickets' are not shown:
>
>
> When clic on 'Queue view' there's no tickets data found. Any idea why?
>
>
>
> Log file is showing:
>
>
>
> Appreciate your help.
>
> Thanks.
>
>
>
>
>  -
> 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
>
>
>
>
>
> -
> 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
>
>
>
>
>
-
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Re: [otrs] Queue view are not showing data after upgrade to 3.1

[Israel Garcia]

Hi Carlos,

I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS and 
no success. Should I check in another place? 
Log file still saying:

[Mon Oct  1 15:52:38 
2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy 
(TicketFreeKey7)!
[Mon Oct  1 15:52:38 
2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy 
(TicketFreeKey7)!
[Mon Oct  1 15:52:38 
2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy 
(TicketFreeKey7)!
[Mon Oct  1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] 
Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia)
[Mon Oct  1 15:52:39 
2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy 
(TicketFreeKey7)!
[Mon Oct  1 15:52:39 
2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy 
(TicketFreeKey7)!
[Mon Oct  1 15:52:39 
2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy 
(TicketFreeKey7)!
[Mon Oct  1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] 
Response::Agent: 1s taken 
(URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia)
[Mon Oct  1 15:52:41 
2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy 
(TicketFreeKey7)!
[Mon Oct  1 15:52:41 
2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy 
(TicketFreeKey7)!
[Mon Oct  1 15:52:41 
2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy 
(TicketFreeKey7)!


Should you need another info for this issue? I need, if possible, your help to 
solve this before to touch anything and break it ALL trying to fix it.

Thanks much.






 De: Carlos Andrés Gallego Arboleda 
Para: Israel Garcia ; User questions and discussions about 
OTRS.  
Enviado: Lunes 1 de octubre de 2012 15:48
Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1
 

Hi Israel, 

You can use the scripts 

/opt/otrs/script/otrs.RebuildTicketIndex.pl




2012/10/1 Israel Garcia 

Hi Carlos,
>
>
>I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should 
>reinstall all ITSM* from the Package manager TAB?
>
>
>Really don't know which I made wrong on the migration. I appreciate your help. 
>Thanks much.
>
>
>regards,
>Israel.
>
>
>
>
>
> De: Carlos Rodríguez 
>Para: Israel Garcia ; User questions and discussions about 
>OTRS.  
>Enviado: Lunes 1 de octubre de 2012 13:54
>Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1
> 
>
>
>Hi Israel,
>
>
>Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already 
>upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x
>
>
>please follow this link to get your packages
>http://www.otrs.com/en/open-source/get-otrs/software-download/
>
>
>OTRS 3.1 introduces a new concept called DynamicFields, that replaces 
>TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed 
>fields in the Database.
>
>
>Que pases un buen día / Have a nice day!
>
>
>((enjoy))
>
>
>Carlos Rodríguez
>
>
>
>
>
>
>On Oct 1, 2012, at 5:49 AM, Israel Garcia  wrote:
>
>
>>
>>Hi everybody
>>
>>
>>After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 
>>to 3.0.16  'Queue tickets' are not shown:
>>
>>
>>
>>When clic on 'Queue view' there's no tickets data found. Any idea why?
>>
>>
>>
>>Log file is showing:
>>
>>
>>
>>Appreciate your help.
>>
>>Thanks.
>>
>>
>>
>>
>>-
>>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
>
>
>
>-
>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
>-
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Re: [otrs] Queue view are not showing data after upgrade to 3.1

[Carlos Andrés Gallego Arboleda]

Hi Israel,

You can use the scripts

/opt/otrs/script/otrs.RebuildTicketIndex.pl



2012/10/1 Israel Garcia 

> Hi Carlos,
>
> I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should
> reinstall all ITSM* from the Package manager TAB?
>
> Really don't know which I made wrong on the migration. I appreciate your
> help. Thanks much.
>
> regards,
> Israel.
>
>--
> *De:* Carlos Rodríguez 
> *Para:* Israel Garcia ; User questions and discussions
> about OTRS. 
> *Enviado:* Lunes 1 de octubre de 2012 13:54
> *Asunto:* Re: [otrs] Queue view are not showing data after upgrade to 3.1
>
> Hi Israel,
>
> Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already
> upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x
>
> please follow this link to get your packages
> http://www.otrs.com/en/open-source/get-otrs/software-download/
>
> OTRS 3.1 introduces a new concept called DynamicFields, that replaces
> TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc
> fixed fields in the Database.
>
> Que pases un buen día / Have a nice day!
>
> ((enjoy))
>
> Carlos Rodríguez
>
>
>
>
> On Oct 1, 2012, at 5:49 AM, Israel Garcia  wrote:
>
>
> Hi everybody
>
> After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from
> 3.0.5 to 3.0.16  'Queue tickets' are not shown:
>
>
> When clic on 'Queue view' there's no tickets data found. Any idea why?
>
>
>
> Log file is showing:
>
>
>
> Appreciate your help.
>
> Thanks.
>
>
>
>
>  -
> 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
>
>
>
>
>
> -
> 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
>
-
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Re: [otrs] Queue permission

[Gerald Young]

>
> Unfortunately, that doesn’t work very well if you are offering multiple
> services to each customer. If I read ITIL correctly, services vs customers
> is potentially a many-to-many relationship, eg services are predefined
> “things you offer” to zero or more consumers (note that in a
> highly-composed service-oriented architecture, the “customer” could be
> another service as well as a company), and there may be zero or more
> consumers that have access to a service. This gets particularly nasty if
> you involve a CMDB of managed objects that provide certain services to
> customers – you need to track the consumer to service mapping to calculate
> who is affected by a service failure, and multiple consumers get mapped to
> a single service.


The first part of this I don't follow because certainly you can create
*Services* CustomerAService  or CustomerA::Service1, CustomerA::Service2
Which you can assign to zero or more consumers. And zero or more customers
may have any, all, or none of the Services created.

The second part I don't follow precisely either, because there isn't any
more a default, "everyone in this queue" any more or less to "everyone with
this service" mapping, is there?

Further, if you want a service ACL, that seems just as reasonable as
creating a whole set of queues for a customer, assigning the appropriate
membership for agents, getting the agents to have that additional queue in
their "My Queues" ... versus, essentially, creating an ACL for services
template .pm file that you copy/modify/paste into Kernel/Config/Files and
establishing that the services Possible are [CompanyName]::Services1,
[CompanyName]::Services2 when matching CustomerID.

That ACL already wins all the time for the Customer, period. No additional
work necessary, independently verifiable. Now, if you have an Agent who
mucks around with that, that's a different issue, but now even if the wrong
checkbox is checked, the customer can't see it, because the ACL wins.

Now you can scan the services by search and see essentially the same
information.

Customers don't belong to queues. A queue belongs to a group. Customers
belong to group(s). Services belong to customers.

This isn't even *my* preference, thought, or anything, it's simply how OTRS
is. There's nothing to a Queue that tells you a queue's membership. I could
definitively tell you which users are assigned a service, and with a simple
(really simple) ACL I can tell you which services any customer can see,
even if an agent clicks the wrong one. For a Queue, I have to determine the
membership of the group to which the queue was assigned, and a big list of
queues and associated tickets for the queues that survive even if the
customer doesn't.

By the way, I'm not arguing for the sake of argument. People ask a bunch of
questions how to get queues to act like (customer-assigned) services and
then they'll ask for types to act like queues (how do I assign permissions
to types? How do I stop autoresponse for a given type? How do I assign
agents to a given type?). If it works that way for some people, great, but
it's really easy to get it done the OTRS way and still do what you want
ITIL wise.

Thank you again for your response.

On Wed, Jul 18, 2012 at 3:07 PM, David Boyes  wrote:

> I thank you for the insight, and in my limited view, I'm thinking of
> "Services" to handle the segregation as -- I'd hope -- only the assigned
> services would be available to the customer, meanwhile the queue would be
> the type of thing your agents would generically provide. The Service is
> unique to a customer, and does everything else mentioned here, without need
> for ACL.
>
> ** **
>
> At least, that's what I understand. Every plan is different, to be sure,
> but thinking in terms of what you present here, it seems reasonable that
> the only change you'd need to do to add a new customer would be to add a
> specific service and attach it to the customer. 
>
> ** **
>
> Unfortunately, that doesn’t work very well if you are offering multiple
> services to each customer. If I read ITIL correctly, services vs customers
> is potentially a many-to-many relationship, eg services are predefined
> “things you offer” to zero or more consumers (note that in a
> highly-composed service-oriented architecture, the “customer” could be
> another service as well as a company), and there may be zero or more
> consumers that have access to a service. This gets particularly nasty if
> you involve a CMDB of managed objects that provide certain services to
> customers – you need to track the consumer to service mapping to calculate
> who is affected by a service failure, and multiple consumers get mapped to
> a single service. 
>
> ** **
>
> Now those pesky checkboxes are the thing to bite you in the rear... (No,
> I'm not making fun, I'm serious. It's not extremely obvious that you
> haven't assigned a service to the competitor).
>
> ** **
>
> Yup. And that is exactly what bites you in

Re: [otrs] Queue permission

[David Boyes]

I thank you for the insight, and in my limited view, I'm thinking of "Services" 
to handle the segregation as -- I'd hope -- only the assigned services would be 
available to the customer, meanwhile the queue would be the type of thing your 
agents would generically provide. The Service is unique to a customer, and does 
everything else mentioned here, without need for ACL.

At least, that's what I understand. Every plan is different, to be sure, but 
thinking in terms of what you present here, it seems reasonable that the only 
change you'd need to do to add a new customer would be to add a specific 
service and attach it to the customer.

Unfortunately, that doesn't work very well if you are offering multiple 
services to each customer. If I read ITIL correctly, services vs customers is 
potentially a many-to-many relationship, eg services are predefined "things you 
offer" to zero or more consumers (note that in a highly-composed 
service-oriented architecture, the "customer" could be another service as well 
as a company), and there may be zero or more consumers that have access to a 
service. This gets particularly nasty if you involve a CMDB of managed objects 
that provide certain services to customers - you need to track the consumer to 
service mapping to calculate who is affected by a service failure, and multiple 
consumers get mapped to a single service.

Now those pesky checkboxes are the thing to bite you in the rear... (No, I'm 
not making fun, I'm serious. It's not extremely obvious that you haven't 
assigned a service to the competitor).

Yup. And that is exactly what bites you in the ass without ACLs that permit 
independent auditing. Having customer A see only one queue (or a small set of 
queues) and having agents scan the customer-dedicated queues for specific 
services (easy to do with a predefined query) they're trained for (or you can 
also pull those skills from a CMDB entry for a "Person"). It'd be a very nice 
option to have OTRS support such a multidimensional security model out of the 
box, but that's a lot of work for them for a fairly small community of users.
-
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Re: [otrs] Queue permission

[Stefano Ricci]

it's possible do the same thing in the kernel/config.pm?

On 12 July 2012 14:08, Carlos Ribas  wrote:

> Hello Stephan,
>
> This trick is what I was looking for! Thank you.
>
> Best regards,
>
> -
> Carlos Eduardo Ribas
>
>
>
> 2012/7/11 Stephan Lang 
>
>>  Hi
>>
>>  you can limit the queues visible when creating a ticket in web interface
>>
>>  Config-Setting:
>>
>>  $Self->{'CustomerPanelOwnSelection'} =  {
>>
>>  'Junk' => 'First Queue',
>>
>>  'Misc' => 'Second Queue'
>>
>> };
>>
>>
>>
>> http://doc.otrs.org/3.1/en/html/Ticket.html#Ticket:Frontend::Customer::Ticket::ViewNew
>>
>>
>> Mit freundlichen Grüßen
>>
>>  Stephan Lang
>>
>> Am 11.07.2012 um 21:42 schrieb "Carlos Ribas" :
>>
>>   But a customer can open a ticket and when he does it, he can choose a
>> queue (if there are a lot of them).
>>
>>
>>  2012/7/11 Ugo Bellavance 
>>
>>> On 2012-07-11 15:03, Carlos Ribas wrote:
>>>
 Hello All,

  I´m new with OTRS. I installed the latest version and now I'm
 trying to understand how it works. I´m reading the manual page, but one
 point is not clear to me.

  I can set groups, roles and queues. My doubt is if it is possible
 to have, for example, two queues in the same group, but one queue
 visible only to customer and both visible to agent. I saw that I can
 have this configuration using two groups, but I would like to know if it
 is possible to use only one.

>>>
>>>  I don't think OTRS is made to make queues available to clients.  The
>>> clients can see their ticket via a web interface, but not all the queue.
>>>
>>> --**--**
>>> -
>>> 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
>>>
>>
>>-
>> 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
>>
>>  
>> Bock 1 GmbH & Co. KG
>> An der Heide 17
>> 92353 Postbauer-Heng
>>
>> Sitz: Postbauer-Heng
>> Amtsgericht Nürnberg, HRA 11 240
>> pers. haft. Geschäftsführer: Hermann Bock
>> Bock 1 Verwaltungs GmbH
>> Sitz: Postbauer-Heng
>> Amtsgericht Nürnberg, HRB 93 10
>> Geschäftsführer: Harald Meyer, Andreas Großhauser
>>
>> Diese E-Mail enthält möglicherweise vertrauliche und/oder rechtlich
>> geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder
>> diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den
>> Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die
>> unbefugte Weitergabe dieser E-Mail ist nicht gestattet.
>>
>> This email may contain confidential and/or privileged information. If you
>> are not the intended recipient (or have received this email in error)
>> please notify the sender immediately and destroy this email. Any
>> unauthorized copying, disclosure or distribution of the material in this
>> email is strictly forbidden.
>>
>> -
>> 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
>>
>
>
> -
> 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
>
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Re: [otrs] Queue permission

[Carlos Ribas]

Hello Stephan,

This trick is what I was looking for! Thank you.

Best regards,

-
Carlos Eduardo Ribas



2012/7/11 Stephan Lang 

>  Hi
>
>  you can limit the queues visible when creating a ticket in web interface
>
>  Config-Setting:
>
>  $Self->{'CustomerPanelOwnSelection'} =  {
>
>  'Junk' => 'First Queue',
>
>  'Misc' => 'Second Queue'
>
> };
>
>
>
> http://doc.otrs.org/3.1/en/html/Ticket.html#Ticket:Frontend::Customer::Ticket::ViewNew
>
>
> Mit freundlichen Grüßen
>
>  Stephan Lang
>
> Am 11.07.2012 um 21:42 schrieb "Carlos Ribas" :
>
>   But a customer can open a ticket and when he does it, he can choose a
> queue (if there are a lot of them).
>
>
>  2012/7/11 Ugo Bellavance 
>
>> On 2012-07-11 15:03, Carlos Ribas wrote:
>>
>>> Hello All,
>>>
>>>  I´m new with OTRS. I installed the latest version and now I'm
>>> trying to understand how it works. I´m reading the manual page, but one
>>> point is not clear to me.
>>>
>>>  I can set groups, roles and queues. My doubt is if it is possible
>>> to have, for example, two queues in the same group, but one queue
>>> visible only to customer and both visible to agent. I saw that I can
>>> have this configuration using two groups, but I would like to know if it
>>> is possible to use only one.
>>>
>>
>>  I don't think OTRS is made to make queues available to clients.  The
>> clients can see their ticket via a web interface, but not all the queue.
>>
>> --**--**-
>> 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
>>
>
>-
> 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
>
>  
> Bock 1 GmbH & Co. KG
> An der Heide 17
> 92353 Postbauer-Heng
>
> Sitz: Postbauer-Heng
> Amtsgericht Nürnberg, HRA 11 240
> pers. haft. Geschäftsführer: Hermann Bock
> Bock 1 Verwaltungs GmbH
> Sitz: Postbauer-Heng
> Amtsgericht Nürnberg, HRB 93 10
> Geschäftsführer: Harald Meyer, Andreas Großhauser
>
> Diese E-Mail enthält möglicherweise vertrauliche und/oder rechtlich
> geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder
> diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den
> Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die
> unbefugte Weitergabe dieser E-Mail ist nicht gestattet.
>
> This email may contain confidential and/or privileged information. If you
> are not the intended recipient (or have received this email in error)
> please notify the sender immediately and destroy this email. Any
> unauthorized copying, disclosure or distribution of the material in this
> email is strictly forbidden.
>
> -
> 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
>
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Re: [otrs] Queue permission

[Gerald Young]

I thank you for the insight, and in my limited view, I'm thinking of
"Services" to handle the segregation as -- I'd hope -- only the assigned
services would be available to the customer, meanwhile the queue would be
the type of thing your agents would generically provide. The Service is
unique to a customer, and does everything else mentioned here, without need
for ACL.

At least, that's what I understand. Every plan is different, to be sure,
but thinking in terms of what you present here, it seems reasonable that
the only change you'd need to do to add a new customer would be to add a
specific service and attach it to the customer.

Now those pesky checkboxes are the thing to bite you in the rear... (No,
I'm not making fun, I'm serious. It's not extremely obvious that you
haven't assigned a service to the competitor).

Anyway, I appreciate the feedback. It will help me to consider different
views.

Regards.



On Wed, Jul 11, 2012 at 5:33 PM, David Boyes  wrote:

> Yes, you can’t see other customer’s tickets in the default setup, but
> there’s more to it than that. Here’s why customer-based queue lists are
> important to us:
>
> ** **
>
> The reasoning from the powers that be here is that customers should see
> only the services they are entitled to, and nothing more --in many cases
> we’re contractually obligated to not identify customers to each other, not
> to use or expose the customer’s name in any way,  and to deny all knowledge
> of customer B if customer A asks – consider the case where A and B are
> direct competitors. If you’re serving both A and B, you need to be able to
> prove to both A and B that information can’t (and won’t) leak between the
> two, especially if the queues handle potentially confidential or sensitive
> information that could represent an advantage to one or the other. We have
> customers where that could potentially mean billions one way or the other.
> 
>
> ** **
>
> If you have customer based queues (or better yet, queue sets), the ACLs
> can be much simpler (customers are restricted to their own queue or a
> clearly auditable set of queues) and get the experience of being our “only”
> customer from their perspective. 
>
> ** **
>
> You could probably do this with service-based queues and some fancy ACL
> handwaving, but the extra step of adding a specific set of queues to a
> specific customer id adds an additional dimension to the security model
> that makes it a lot easier to **prove** that information can’t leak. And
> yes, it is a total PITA. But, you can look the security guys in the eye and
> say “A cannot access data from B” and be able to concretely prove it with
> data to back it up. 
>
> ** **
>
> The customer-based queue approach is also conceptually a bit easier to
> templatize – get a new customer, create the following queues, set the ACLs
> so, and the agents know what process doc to refer to based on customer name
> and/or queue name. It you’re doing strict ITSM, the service-based approach
> is probably technically more correct, but it’s hard for business heads and
> clerks to think that way. customerA-service1, customerA-service2 are easy
> for them to grok immediately, and having your agents concentrate on the
> “-service1, -service2” parts is a fairly easy adaptation. 
>
> ** **
>
> ** **
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Gerald Young
> *Sent:* Wednesday, July 11, 2012 4:05 PM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] Queue permission
>
> ** **
>
> I know that people keep asking this type of question ... why do you want a
> customer based queue? Last conversation I had was inconclusive. Basically,
> the person wanted it because they wanted it. 
>
> ** **
>
> What's the point in segregating queues from (between) customers? (yes, you
> *can* do it, but *why* do you *want* to do it?) 
>
> Now, I can understand why you might want to put a ticket in a queue that's
> handled by agents that customers can't access (tier2, for instance) but as
> much headache as I see managing what queues are available for *this* group
> of customers versus *that* group of customers, especially in terms of large
> numbers of customers, why bother? 
>
> ** **
>
> "I don't want this customer to see that customer's queues!" is ... well,
> why do you say that? The customers can't see each others' tickets anyway.*
> ***
>
> ** **
>
> (I'm not saying it's wrong, I'm just trying to figure out the reason.)
>
> -
> OTRS m

Re: [otrs] Queue permission

[David Boyes]

Yes, you can't see other customer's tickets in the default setup, but there's 
more to it than that. Here's why customer-based queue lists are important to us:

The reasoning from the powers that be here is that customers should see only 
the services they are entitled to, and nothing more --in many cases we're 
contractually obligated to not identify customers to each other, not to use or 
expose the customer's name in any way,  and to deny all knowledge of customer B 
if customer A asks - consider the case where A and B are direct competitors. If 
you're serving both A and B, you need to be able to prove to both A and B that 
information can't (and won't) leak between the two, especially if the queues 
handle potentially confidential or sensitive information that could represent 
an advantage to one or the other. We have customers where that could 
potentially mean billions one way or the other.

If you have customer based queues (or better yet, queue sets), the ACLs can be 
much simpler (customers are restricted to their own queue or a clearly 
auditable set of queues) and get the experience of being our "only" customer 
from their perspective.

You could probably do this with service-based queues and some fancy ACL 
handwaving, but the extra step of adding a specific set of queues to a specific 
customer id adds an additional dimension to the security model that makes it a 
lot easier to *prove* that information can't leak. And yes, it is a total PITA. 
But, you can look the security guys in the eye and say "A cannot access data 
from B" and be able to concretely prove it with data to back it up.

The customer-based queue approach is also conceptually a bit easier to 
templatize - get a new customer, create the following queues, set the ACLs so, 
and the agents know what process doc to refer to based on customer name and/or 
queue name. It you're doing strict ITSM, the service-based approach is probably 
technically more correct, but it's hard for business heads and clerks to think 
that way. customerA-service1, customerA-service2 are easy for them to grok 
immediately, and having your agents concentrate on the "-service1, -service2" 
parts is a fairly easy adaptation.



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Wednesday, July 11, 2012 4:05 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Queue permission

I know that people keep asking this type of question ... why do you want a 
customer based queue? Last conversation I had was inconclusive. Basically, the 
person wanted it because they wanted it.

What's the point in segregating queues from (between) customers? (yes, you 
*can* do it, but *why* do you *want* to do it?)
Now, I can understand why you might want to put a ticket in a queue that's 
handled by agents that customers can't access (tier2, for instance) but as much 
headache as I see managing what queues are available for *this* group of 
customers versus *that* group of customers, especially in terms of large 
numbers of customers, why bother?

"I don't want this customer to see that customer's queues!" is ... well, why do 
you say that? The customers can't see each others' tickets anyway.

(I'm not saying it's wrong, I'm just trying to figure out the reason.)
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Re: [otrs] Queue permission

[Gerald Young]

I know that people keep asking this type of question ... why do you want a
customer based queue? Last conversation I had was inconclusive. Basically,
the person wanted it because they wanted it.

What's the point in segregating queues from (between) customers? (yes, you
*can* do it, but *why* do you *want* to do it?)
Now, I can understand why you might want to put a ticket in a queue that's
handled by agents that customers can't access (tier2, for instance) but as
much headache as I see managing what queues are available for *this* group
of customers versus *that* group of customers, especially in terms of large
numbers of customers, why bother?

"I don't want this customer to see that customer's queues!" is ... well,
why do you say that? The customers can't see each others' tickets anyway.

(I'm not saying it's wrong, I'm just trying to figure out the reason.)
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Re: [otrs] Queue permission

[Stephan Lang]

Hi

you can limit the queues visible when creating a ticket in web interface

Config-Setting:

 $Self->{'CustomerPanelOwnSelection'} =  {

 'Junk' => 'First Queue',

 'Misc' => 'Second Queue'

};


http://doc.otrs.org/3.1/en/html/Ticket.html#Ticket:Frontend::Customer::Ticket::ViewNew


Mit freundlichen Grüßen

Stephan Lang

Am 11.07.2012 um 21:42 schrieb "Carlos Ribas" 
mailto:car...@ansp.br>>:

But a customer can open a ticket and when he does it, he can choose a queue (if 
there are a lot of them).


2012/7/11 Ugo Bellavance mailto:u...@lubik.ca>>
On 2012-07-11 15:03, Carlos Ribas wrote:
Hello All,

 I´m new with OTRS. I installed the latest version and now I'm
trying to understand how it works. I´m reading the manual page, but one
point is not clear to me.

 I can set groups, roles and queues. My doubt is if it is possible
to have, for example, two queues in the same group, but one queue
visible only to customer and both visible to agent. I saw that I can
have this configuration using two groups, but I would like to know if it
is possible to use only one.

I don't think OTRS is made to make queues available to clients.  The clients 
can see their ticket via a web interface, but not all the queue.

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Re: [otrs] Queue permission

[Carlos Ribas]

Alvaro,

Ok. So, to my purpose, I have to have two groups or create my own rule.

Thanks,

-
Carlos Eduardo Ribas




2012/7/11 Alvaro Cordero 

> Actually you can make groups avaiable to customer, not queues, for
> that (groups) you can use either customergroupAllwaysGroup or
> Customer<->Group feature, but eitherway once you enable a group for a
> customer they can see everything (All queues).
>
>
> Another posibility is to create your own ACLs in Config.pm
>
> Regards
>
> On Wed, Jul 11, 2012 at 1:03 PM, Carlos Ribas  wrote:
> > Hello All,
> >
> > I´m new with OTRS. I installed the latest version and now I'm trying
> to
> > understand how it works. I´m reading the manual page, but one point is
> not
> > clear to me.
> >
> > I can set groups, roles and queues. My doubt is if it is possible to
> > have, for example, two queues in the same group, but one queue visible
> only
> > to customer and both visible to agent. I saw that I can have this
> > configuration using two groups, but I would like to know if it is
> possible
> > to use only one.
> >
> > Best regards,
> >
> > -
> > Carlos Eduardo Ribas
> >
> >
> >
> > -
> > 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
>
>
>
> --
> ___
> Alvaro Cordero Retana
> Consultor de Tecnologias
> Gridshield Monitoreo de Redes e
> Infraestructura.
> 2258-5757 ext 123
> alv...@gridshield.net
> www.gridshield.net
> -
> 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
>
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Re: [otrs] Queue permission

[Carlos Ribas]

But a customer can open a ticket and when he does it, he can choose a queue
(if there are a lot of them).


2012/7/11 Ugo Bellavance 

> On 2012-07-11 15:03, Carlos Ribas wrote:
>
>> Hello All,
>>
>>  I´m new with OTRS. I installed the latest version and now I'm
>> trying to understand how it works. I´m reading the manual page, but one
>> point is not clear to me.
>>
>>  I can set groups, roles and queues. My doubt is if it is possible
>> to have, for example, two queues in the same group, but one queue
>> visible only to customer and both visible to agent. I saw that I can
>> have this configuration using two groups, but I would like to know if it
>> is possible to use only one.
>>
>
> I don't think OTRS is made to make queues available to clients.  The
> clients can see their ticket via a web interface, but not all the queue.
>
> --**--**-
> 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
>
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Re: [otrs] Queue permission

[Alvaro Cordero]

Actually you can make groups avaiable to customer, not queues, for
that (groups) you can use either customergroupAllwaysGroup or
Customer<->Group feature, but eitherway once you enable a group for a
customer they can see everything (All queues).


Another posibility is to create your own ACLs in Config.pm

Regards

On Wed, Jul 11, 2012 at 1:03 PM, Carlos Ribas  wrote:
> Hello All,
>
> I´m new with OTRS. I installed the latest version and now I'm trying to
> understand how it works. I´m reading the manual page, but one point is not
> clear to me.
>
> I can set groups, roles and queues. My doubt is if it is possible to
> have, for example, two queues in the same group, but one queue visible only
> to customer and both visible to agent. I saw that I can have this
> configuration using two groups, but I would like to know if it is possible
> to use only one.
>
> Best regards,
>
> -
> Carlos Eduardo Ribas
>
>
>
> -
> 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



-- 
___
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
www.gridshield.net
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Re: [otrs] Queue permission

[Ugo Bellavance]

On 2012-07-11 15:03, Carlos Ribas wrote:

Hello All,

 I´m new with OTRS. I installed the latest version and now I'm
trying to understand how it works. I´m reading the manual page, but one
point is not clear to me.

 I can set groups, roles and queues. My doubt is if it is possible
to have, for example, two queues in the same group, but one queue
visible only to customer and both visible to agent. I saw that I can
have this configuration using two groups, but I would like to know if it
is possible to use only one.


I don't think OTRS is made to make queues available to clients.  The 
clients can see their ticket via a web interface, but not all the queue.


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[otrs] Queue permission

[Carlos Ribas]

Hello All,

I´m new with OTRS. I installed the latest version and now I'm trying to
understand how it works. I´m reading the manual page, but one point is not
clear to me.

I can set groups, roles and queues. My doubt is if it is possible to
have, for example, two queues in the same group, but one queue visible only
to customer and both visible to agent. I saw that I can have this
configuration using two groups, but I would like to know if it is possible
to use only one.

Best regards,

-
Carlos Eduardo Ribas
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[otrs] Queue view - cannot see queues without unlocked tickets

[Ugo Bellavance]

Hi,

When going into Queue view (Tickets - Queue View) (URL similar to 
https://otrs-server/otrs/index.pl?Action=AgentTicketQueue), it is not 
possible to see the number of tickets in queues that don't have unlocked 
tickets.  It only shows queues with unlocked tickets.  I have to do a 
search to see queues with only locked tickets.  Is there a way to 
configure the system so that it shows "Queue (0)" or something similar 
when a queue has no unlocked ticket?


I checked these entries in sysconfig:

Ticket -> Frontend::Agent::ToolBarModule
Ticket -> Frontend::Agent::ModuleRegistration
Ticket -> Frontend::Agent::Ticket::ViewQueue

But couldn't find an answer to my question.

Thanks,

ugo

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Re: [otrs] Queue moves in history

[Lars Jørgensen]

Now, that was a dirty hack, OTRS people :-)

The English text is there, because OTRS in English is actually translated into 
English with further parameters. This is from the Kernel/Language/en.pm file:

'History::Move' => 'Ticket moved into Queue "%s" (%s) from Queue "%s" (%s).'

When I created the Danish translation, I thought I was supposed to translate 
"History::Move" into Danish, but that was obviously not the case...

I'll submit a corrected Danish translation in a few minutes.


Lars


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lars 
Jørgensen
Sent: Friday, December 10, 2010 2:18 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Queue moves in history

I use OTRS 3.0.3. If I switch to English, all the information is there.

I'll look at the translation and see if there is an obvious fix for this. Thank 
you for pointing me in the right direction.


Lars

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Friday, December 10, 2010 2:03 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Queue moves in history

What version are you using? This looks like 3, but the English version 
certainly shows from and to in History. Your Kommentar column is not the same 
as the column in English. English seems to be more descriptive.

On Fri, Dec 10, 2010 at 6:18 AM, Lars Jørgensen 
mailto:i...@gyldendal.dk>> wrote:

Hi Broderick,



I don't see that information at all. This is what I get (sorry for the Danish 
translation, but the first column is in English) and you can see the ticket is 
moved but not from where to where.





Lars



-Original Message-

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>] On Behalf Of 
Broderick Wood

Sent: Thursday, December 09, 2010 5:39 PM

To: User questions and discussions about OTRS.

Subject: Re: [otrs] Queue moves in history



When I look at the history for a ticket (by clicking on HISTORY when

reading the ticket contents) I see the first column has the keyword

"Move" whereas the second column has the details "Ticket moved into

Queue "Software Services::Software Packages" (35) from Queue "Raw"

(2)"







On Thu, Dec 9, 2010 at 6:17 AM, Lars Jørgensen 
mailto:i...@gyldendal.dk>> wrote:

> Hi,

>

> Often been wondering: When we move a ticket into a different queue, the 
> History just shows it's been moved. Is it possible to see what queue it was 
> moved into?

>

>

> Lars

> -

> 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

>

>







--



Broderick Wood

HelpDesk Co-Ordinator

Technical Services Team

#205 Athabasca Hall

Department of Computer Science

The University of Alberta

Edmonton, AB

T6G 2E8

(780) 492-5018

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Re: [otrs] Queue moves in history

[Lars Jørgensen]

I use OTRS 3.0.3. If I switch to English, all the information is there.

I'll look at the translation and see if there is an obvious fix for this. Thank 
you for pointing me in the right direction.


Lars

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Friday, December 10, 2010 2:03 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Queue moves in history

What version are you using? This looks like 3, but the English version 
certainly shows from and to in History. Your Kommentar column is not the same 
as the column in English. English seems to be more descriptive.

On Fri, Dec 10, 2010 at 6:18 AM, Lars Jørgensen 
mailto:i...@gyldendal.dk>> wrote:

Hi Broderick,



I don't see that information at all. This is what I get (sorry for the Danish 
translation, but the first column is in English) and you can see the ticket is 
moved but not from where to where.





Lars



-Original Message-

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>] On Behalf Of 
Broderick Wood

Sent: Thursday, December 09, 2010 5:39 PM

To: User questions and discussions about OTRS.

Subject: Re: [otrs] Queue moves in history



When I look at the history for a ticket (by clicking on HISTORY when

reading the ticket contents) I see the first column has the keyword

"Move" whereas the second column has the details "Ticket moved into

Queue "Software Services::Software Packages" (35) from Queue "Raw"

(2)"







On Thu, Dec 9, 2010 at 6:17 AM, Lars Jørgensen 
mailto:i...@gyldendal.dk>> wrote:

> Hi,

>

> Often been wondering: When we move a ticket into a different queue, the 
> History just shows it's been moved. Is it possible to see what queue it was 
> moved into?

>

>

> Lars

> -

> 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

>

>







--



Broderick Wood

HelpDesk Co-Ordinator

Technical Services Team

#205 Athabasca Hall

Department of Computer Science

The University of Alberta

Edmonton, AB

T6G 2E8

(780) 492-5018

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Re: [otrs] Queue moves in history

[Gerald Young]

What version are you using? This looks like 3, but the English version
certainly shows from and to in History. Your Kommentar column is not the
same as the column in English. English seems to be more descriptive.


On Fri, Dec 10, 2010 at 6:18 AM, Lars Jørgensen  wrote:

> Hi Broderick,
>
>
>
> I don't see that information at all. This is what I get (sorry for the
> Danish translation, but the first column is in English) and you can see the
> ticket is moved but not from where to where.
>
>
>
>
> Lars
>
>
>
> -Original Message-
>
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
> Broderick Wood
>
> Sent: Thursday, December 09, 2010 5:39 PM
>
> To: User questions and discussions about OTRS.
>
> Subject: Re: [otrs] Queue moves in history
>
>
>
> When I look at the history for a ticket (by clicking on HISTORY when
>
> reading the ticket contents) I see the first column has the keyword
>
> "Move" whereas the second column has the details "Ticket moved into
>
> Queue "Software Services::Software Packages" (35) from Queue "Raw"
>
> (2)"
>
>
>
>
>
>
>
> On Thu, Dec 9, 2010 at 6:17 AM, Lars Jørgensen  wrote:
>
> > Hi,
>
> >
>
> > Often been wondering: When we move a ticket into a different queue, the
> History just shows it's been moved. Is it possible to see what queue it was
> moved into?
>
> >
>
> >
>
> > Lars
>
> > -
>
> > 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
>
> >
>
> >
>
>
>
>
>
>
>
> --
>
> 
>
> Broderick Wood
>
> HelpDesk Co-Ordinator
>
> Technical Services Team
>
> #205 Athabasca Hall
>
> Department of Computer Science
>
> The University of Alberta
>
> Edmonton, AB
>
> T6G 2E8
>
> (780) 492-5018
>
> -
>
> 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
>
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Re: [otrs] Queue moves in history

[Lars Jørgensen]

Hi Gerald

It does show the current queue, but not what queues the ticket has been in 
previously. We sometimes bounce tickets around queues for different teams to 
act on them, and we would like to follow the trail.


Lars

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Thursday, December 09, 2010 3:12 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Queue moves in history

The bar at the right tells you the Queue it's in, doesn't it?
On Thu, Dec 9, 2010 at 8:17 AM, Lars Jørgensen 
mailto:i...@gyldendal.dk>> wrote:
Hi,

Often been wondering: When we move a ticket into a different queue, the History 
just shows it's been moved. Is it possible to see what queue it was moved into?


Lars
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Re: [otrs] Queue moves in history

[Broderick Wood]

When I look at the history for a ticket (by clicking on HISTORY when
reading the ticket contents) I see the first column has the keyword
"Move" whereas the second column has the details "Ticket moved into
Queue "Software Services::Software Packages" (35) from Queue "Raw"
(2)"



On Thu, Dec 9, 2010 at 6:17 AM, Lars Jørgensen  wrote:
> Hi,
>
> Often been wondering: When we move a ticket into a different queue, the 
> History just shows it's been moved. Is it possible to see what queue it was 
> moved into?
>
>
> Lars
> -
> 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
>
>



-- 

Broderick Wood
HelpDesk Co-Ordinator
Technical Services Team
#205 Athabasca Hall
Department of Computer Science
The University of Alberta
Edmonton, AB
T6G 2E8
(780) 492-5018
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Re: [otrs] Queue moves in history

[Gerald Young]

The bar at the right tells you the Queue it's in, doesn't it?

On Thu, Dec 9, 2010 at 8:17 AM, Lars Jørgensen  wrote:

> Hi,
>
> Often been wondering: When we move a ticket into a different queue, the
> History just shows it's been moved. Is it possible to see what queue it was
> moved into?
>
>
> Lars
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[otrs] Queue moves in history

[Lars Jørgensen]

Hi,

Often been wondering: When we move a ticket into a different queue, the History 
just shows it's been moved. Is it possible to see what queue it was moved into?


Lars
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Re: [otrs] Queue get disappear after changing its name

[Nils Leideck - ITSM]

Customer Panel Own Selection

On 17.09.2010, at 22:31, Pradumna Maheshwari wrote:

> My problem is, When I am changing queue name from 'Queue' of Admin  module. 
> After this the updated queue get disappear from Customer Interface. 

Freundliche Grüße / Kind regards

Nils Leideck

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[otrs] Queue get disappear after changing its name

[Pradumna Maheshwari]

Hello All,

My problem is, When I am changing queue name from 'Queue' of Admin module. 
After this the updated queue get disappear from Customer Interface.

What to do..?

Thanks in advance..

Pradumna Maheshwari
Tata Consultancy Services
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Re: [otrs] queue view subject

[Norbert Bede]

hi Mike,

that works. thanks well.

What do you mean - is there similar config possibility for the  
customer interface ?


norbert


On Mar 11, 2010, at 1:52 PM, James, Michael wrote:


Hi Norbert,

Did you check this setting?;

Ticket -> Frontend::Agent::TicketOverview

Ticket::Frontend::OverviewSmall###ColumnHeader:

Regards
Mike




-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag  
von Norbert Bede

Gesendet: Donnerstag, 11. März 2010 13:08
An: otrs@otrs.org
Betreff: [otrs] queue view subject

hi,

When customer sending an answer to an open ticket - then in queue view
are not showing ticket subject anymore but last added article subject.
This cause mistake in agent and also in customer interfarce.
please help.

nbe222[norbert bede]

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[otrs] queue selection in customer portal

[Norbert Bede]

hi,

I'm looking to similar functionality as in QueueView in Agent  
iterface. In customer user interface I cant find a way, how customer  
user should select tickets only a specific queue. The best way should  
be a dropdown menu or the same as in agent queueview.


nbe222 [norbert bede]
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Re: [otrs] queue view subject

[James, Michael]

Hi Norbert,

Did you check this setting?;

Ticket -> Frontend::Agent::TicketOverview

Ticket::Frontend::OverviewSmall###ColumnHeader:

Regards
Mike




-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Norbert Bede
Gesendet: Donnerstag, 11. März 2010 13:08
An: otrs@otrs.org
Betreff: [otrs] queue view subject

hi,

When customer sending an answer to an open ticket - then in queue view  
are not showing ticket subject anymore but last added article subject.  
This cause mistake in agent and also in customer interfarce.
please help.

nbe222[norbert bede]

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[otrs] queue view subject

[Norbert Bede]

hi,

When customer sending an answer to an open ticket - then in queue view  
are not showing ticket subject anymore but last added article subject.  
This cause mistake in agent and also in customer interfarce.

please help.

nbe222[norbert bede]

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Re: [otrs] Queue view on Dashboard

[Johannes Grimm]

Usually only the chosen queues (Settings / MyQueues) are shown on the
dashboard.
if you need more queues but want to display only one of them on the
dashboard you have to discover the code :)



And how can you add a filter to show only the tickets in Raw queue (or
another queue)?
  
  
Regards,
DM
  
El lun, 14-12-2009 a las 10:33 +0100, Gerrit Tamboer escribió:
   Thanks Johannes
  
    
  
   It worked!
  
   

  
  From: Johannes Grimm
[mailto:johannes.gr...@fh-rosenheim.de]
  To: otrs@otrs.org
  Sent: Mon, 14 Dec 2009 10:10:19 +0100
  Subject: Re: [otrs] Queue view on Dashboard
  
Hi Gerrit, the additional rows show up if you adjust the table width
for different rows.
  
  
Settings need to be changed in this file for your individual scheme.
(in this case this is the fhr path)
  
/opt/otrs/Kernel/Output/HTML/fhr/AgentDashboardTicketGeneric.dtl
  

    
    
  
  
    $Data{"TicketNumber"}
  
  
    Title"}">$QData{"Title","70"}
  
  $QData{"Time"}
  
  
    
  
    Queue"}">$QData{"Queue"}
  
    
  
  
  
  
  
  
if everything went fine your dashboard will look like this:
  
  
Now you can sort the tickets for queue, or user.
  

  
    
  
    
  
  
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Re: [otrs] Queue view on Dashboard

[Diego Mayol]

And how can you add a filter to show only the tickets in Raw queue (or
another queue)?


Regards,
DM

El lun, 14-12-2009 a las 10:33 +0100, Gerrit Tamboer escribió:
> Thanks Johannes
>  
> It worked!
> 
> 
> 
> 
> __
> From: Johannes Grimm [mailto:johannes.gr...@fh-rosenheim.de]
> To: otrs@otrs.org
> Sent: Mon, 14 Dec 2009 10:10:19 +0100
> Subject: Re: [otrs] Queue view on Dashboard
> 
> Hi Gerrit, the additional rows show up if you adjust the table
> width for different rows.
> 
> 
> Settings need to be changed in this file for your individual
> scheme.
> (in this case this is the fhr path)
> 
> /opt/otrs/Kernel/Output/HTML/fhr/AgentDashboardTicketGeneric.dtl
> 
> 
>  "searchactive"; }>
>  onmouseover="this.className='searchhighlight';"
> onmouseout="this.className='$Env{"Color"}';">
> 
>   
>  href="$Env{"Baselink"}Action=AgentTicketZoom&TicketID=
> $Data{"TicketID"}&ArticleID=$Data{"ArticleID"}&QueueID=
> $Data{"QueueID"}"
> onmouseover="window.status='$JSText{"Zoom"}'; return true;"
> onmouseout="window.status='';"
> title="$QData{"Title"}">$Data{"TicketNumber"}
>   
>   
>  title="$QData{"Title"}">$QData{"Title","70"}
>   
>   $QData{"Time"}
>   
> 
>  href="$Env{"Baselink"}Action=AgentTicketQueue&QueueID=
> $QData{"QueueID"}"onmouseover="window.status='$JSText{"Queue"}'; 
> return true;" onmouseout="window.status='';">
> 
>  title="$QData{"Queue"}">$QData{"Queue"}
> 
> 
> 
>   
> 
>   
> 
> 
> if everything went fine your dashboard will look like this:
> 
> 
> Now you can sort the tickets for queue, or user.
> 
> 
>  
>  
> 
> -
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Re: [otrs] Queue view on Dashboard

[Gerrit Tamboer]

Thanks Johannes  
   
It worked!
  _  

  From: Johannes Grimm [mailto:johannes.gr...@fh-rosenheim.de]
To: otrs@otrs.org
Sent: Mon, 14 Dec 2009 10:10:19 +0100
Subject: Re: [otrs] Queue view on Dashboard

Hi Gerrit, the additional rows show up if you adjust the table width for 
different rows.


Settings need to be changed in this file for your individual scheme.
(in this case this is the fhr path)

/opt/otrs/Kernel/Output/HTML/fhr/AgentDashboardTicketGeneric.dtl





  
$Data{"TicketNumber"}
  
  
$QData{"Title","70"}
  
  $QData{"Time"}
  



$QData{"Queue"}



  

  


if everything went fine your dashboard will look like this:


Now you can sort the tickets for queue, or user.

  
   
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Re: [otrs] Queue view on Dashboard

[Gerrit Tamboer]

Thanks for the help Johannes,  
   
I'll check out these settings.
  _  

  From: Johannes Grimm [mailto:johannes.gr...@fh-rosenheim.de]
To: otrs@otrs.org
Sent: Mon, 14 Dec 2009 10:10:19 +0100
Subject: Re: [otrs] Queue view on Dashboard

Hi Gerrit, the additional rows show up if you adjust the table width for 
different rows.


Settings need to be changed in this file for your individual scheme.
(in this case this is the fhr path)

/opt/otrs/Kernel/Output/HTML/fhr/AgentDashboardTicketGeneric.dtl





  
$Data{"TicketNumber"}
  
  
$QData{"Title","70"}
  
  $QData{"Time"}
  



$QData{"Queue"}



  

  


if everything went fine your dashboard will look like this:


Now you can sort the tickets for queue, or user.

  
   
 -
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Re: [otrs] Queue view on Dashboard

[Torsten Thau]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Gerrit Tamboer schrieb:
> Hello fellow OTRS'rs,  
>
> I have a question.  
> By default the dashboard view for tickets have the following views:   
> - Reminder Tickets  
> - Escalated Tickets  
> - New Tickets  
> - Open Tickets / Need to be answered  
>
> In our situation at our company it would be better is the dashboard had  the 
> tickets devided by the queues, looking something like this:  
> - Raw  
> - Postmaster  
> - RandomQueue1  
> - RandomQueue2  
> etc, etc.  
>
> Can anyone tell me how to get this done?  

this needs some corresponding dashboard plugins. You can develop them on
yourself or ask for professional support (e.g. at OTRS or our company :-D):

http://otrs.org/support/

But I think there's even a company in Norway.


regards, T.


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[otrs] Queue view on Dashboard

[Gerrit Tamboer]

Hello fellow OTRS'rs,  
   
I have a question.  
By default the dashboard view for tickets have the following views:   
- Reminder Tickets  
- Escalated Tickets  
- New Tickets  
- Open Tickets / Need to be answered  
   
In our situation at our company it would be better is the dashboard had  the 
tickets devided by the queues, looking something like this:  
- Raw  
- Postmaster  
- RandomQueue1  
- RandomQueue2  
etc, etc.  
   
Can anyone tell me how to get this done?  
   
Thanks in advance!-
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Re: [otrs] Queue header

[Nils Leideck - ITSM]

Hi,

On 06.12.2009, at 07:20, Mohamed Zakaria wrote:

> How do I use "Queue Own Selection", I don’t see the option in the admin area. 
> Thanks.


SysConfig search will be your friend :-)

CustomerPanelOwnSelection


Nils Leideck

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Re: [otrs] Queue header

[Mohamed Zakaria]

Hi,

How do I use "Queue Own Selection", I don't see the option in the admin area. 
Thanks.

Regards,
Zak

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils 
Leideck - ITSM
Sent: Sunday, December 06, 2009 7:54 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Queue header

Hi,

On 05.12.2009, at 21:49, Mikhail Lukin wrote:


Make the header "queue" invalid - and it will be grayed in any selection
list

On Sun, 2009-12-06 at 04:39 +0800, Mohamed Zakaria wrote:

Hi,

In OTRS, u can add your own queues. I want to create a queue title.

For example, I create a queue called "technical problems", and in that queue 
two sub queues called "hardware problems" and "software problems". And I do not 
want the customers to be able to choose the "technical problems" but they can 
see the queue, sort of a queue header or title. Can this be done?

Thanks,
Zak

be careful, doesn't work in MS IE !!

Use "Queue Own Selection" instead. There you could even hide the real Queue 
name and show any comment you add to the queue.

Nils Leideck

--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net<mailto:nils.leid...@leidex.net>

https://webint.cryptonode.de<https://webint.cryptonode.de/> / a Fractal project






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Re: [otrs] Queue header

[Mikhail Lukin]

Sorry about that, I never used MS IE while some of our customers do.
I'll fix my settings, thanks!

On Sun, 2009-12-06 at 00:53 +0100, Nils Leideck - ITSM wrote:
> Hi,
> 
> On 05.12.2009, at 21:49, Mikhail Lukin wrote:
> 
> > Make the header "queue" invalid - and it will be grayed in any
> > selection
> > list
> > 
> > On Sun, 2009-12-06 at 04:39 +0800, Mohamed Zakaria wrote:
> > > Hi,
> > > 
> > > In OTRS, u can add your own queues. I want to create a queue
> > > title.
> > > 
> > > For example, I create a queue called "technical problems", and in
> > > that queue two sub queues called "hardware problems" and "software
> > > problems". And I do not want the customers to be able to choose
> > > the "technical problems" but they can see the queue, sort of a
> > > queue header or title. Can this be done?
> > > 
> > > Thanks,
> > > Zak
> 
> 
> be careful, doesn't work in MS IE !!
> 
> 
> Use "Queue Own Selection" instead. There you could even hide the real
> Queue name and show any comment you add to the queue.
> 
> Nils Leideck
> 
> -- 
> 
> Nils Leideck
> Senior Consultant
> nils.leid...@leidex.net
> 
> https://webint.cryptonode.de / a Fractal project
> 
> 
> 
> 
> 
> 
> 
> 
> 
> -
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-- 
regards,
Mikhail

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Re: [otrs] Queue header

[Nils Leideck - ITSM]

Hi,

On 05.12.2009, at 21:49, Mikhail Lukin wrote:

> Make the header "queue" invalid - and it will be grayed in any selection
> list
> 
> On Sun, 2009-12-06 at 04:39 +0800, Mohamed Zakaria wrote:
>> Hi,
>> 
>> In OTRS, u can add your own queues. I want to create a queue title.
>> 
>> For example, I create a queue called "technical problems", and in that queue 
>> two sub queues called "hardware problems" and "software problems". And I do 
>> not want the customers to be able to choose the "technical problems" but 
>> they can see the queue, sort of a queue header or title. Can this be done?
>> 
>> Thanks,
>> Zak


be careful, doesn't work in MS IE !!

Use "Queue Own Selection" instead. There you could even hide the real Queue 
name and show any comment you add to the queue.

Nils Leideck

-- 
Nils Leideck
Senior Consultant
nils.leid...@leidex.net

https://webint.cryptonode.de / a Fractal project





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Re: [otrs] Queue header

[Mikhail Lukin]

Make the header "queue" invalid - and it will be grayed in any selection
list

On Sun, 2009-12-06 at 04:39 +0800, Mohamed Zakaria wrote:
> Hi,
> 
> In OTRS, u can add your own queues. I want to create a queue title.
> 
> For example, I create a queue called "technical problems", and in that queue 
> two sub queues called "hardware problems" and "software problems". And I do 
> not want the customers to be able to choose the "technical problems" but they 
> can see the queue, sort of a queue header or title. Can this be done?
> 
> Thanks,
> 
> Zak
> 
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[otrs] Queue header

[Mohamed Zakaria]

Hi,

In OTRS, u can add your own queues. I want to create a queue title.

For example, I create a queue called "technical problems", and in that queue 
two sub queues called "hardware problems" and "software problems". And I do not 
want the customers to be able to choose the "technical problems" but they can 
see the queue, sort of a queue header or title. Can this be done?

Thanks,

Zak

#
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have received
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Re: [otrs] Queue Management

[Денис Кирин]

28.10.2009 10:31, Денис Кирин пишет:

  
Hi all.
  
In Admin section - Queue Management- Escalation - First Response Time:
30 minutes ( Notify by 40%)
  
  What kind of Notify it means? It will be notify by Email or
another
way? 
(I did not received some notify...)
  
OTRS 2.4.5 under CentOS 5.4
  
Best Regards
Denis Kirin
  

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Excuse me. 
Resolved...
Read manual first... 




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[otrs] Queue Management

[Денис Кирин]

Hi all.

In Admin section - Queue Management- Escalation - First Response Time:
30 minutes ( Notify by 40%)

What kind of Notify it means? It will be notify by Email or another
way? 
(I did not received some notify...)

OTRS 2.4.5 under CentOS 5.4

Best Regards
Denis Kirin


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Re: [otrs] Queue responses not working.

[Hayden Katzenellenbogen]

We do not use the auto-responses as most of our responses are customized
per request. We do have some tasks that are repeated and for those we
use the queue responses. 
 
They used to work but they stopped working I think in the upgrade from
2.4.2 to 2.4.3
 
Thanks for the suggestion.
 
-H



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Michael Mayaka
Sent: Tuesday, October 20, 2009 9:23 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Queue responses not working.


Hi, 
Have you tried using Autoresponse<>Queue Feature?..works better

 
Michael

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Re: [otrs] Queue responses not working.

[Michael Mayaka]

Hi, 
Have you tried using Autoresponse<>Queue Feature?..works better

 Michael


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[otrs] Queue responses not working.

[Hayden Katzenellenbogen]

I have mailed in about this issue a couple of days ago and have not seen
a response. So I am going to try again (I am not trying to flame or
complain).

We have responses created and assigned to various queues. When you click
on a response in the side bar the compose window opens but the response
is not included. If I look at the URL I can see the response should be
there

/otrs/index.pl?Action=AgentTicketCompose&ResponseID=5&TicketID=3499&Arti
cleID=11545

If anyone could shed some light on this one it would be greatly
appreciated.

-H



Hayden Katzenellenbogen
hayd...@nextlevelinternet.com
NextLevel Internet
858-836-0700
www.nextlevelinternet.com

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Re: [otrs] Queue Configuration: Customer Move, State and Owner Ntification missing

[Michiel Beijen]

Hi Vance,

It seems like you might have missed a step while upgrading... as part of the
upgrade process you are supposed to run
otrs/scripts/DBUpdate-to-2.4.plwhich should migrate your old
notifications to the new event-based
notification system.

If you did not run the otrs/scripts/DBUpdate-to-2.4-post.*.sql script
either, then the data is still there in your queues and you can run the
scripts to finish your migration. Please be careful with this, and make sure
you have a backup and such

Regards,

-- 
Michiel Beijen
R&D

OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Deutschland

T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
I:  http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial
register: 10751, Tax ID: 003 240
97505 Chairman of the Board: Burchard Steinbild, Managing Board: André
Mindermann (CEO), Martin Edenhofer

CU@ IIR Service Desk Forum in Mainz
(Germany)and
get to know more about OTRS  at booth no. 12 from Nov 24-25, 2009!


On Wed, Oct 7, 2009 at 10:25 PM, Vance Walsh
wrote:

>  Greetings
>
> I was notified that my users has stopped getting notifications when we
> changed owners of tickets. When I went to the Queue I do not see an option
> in its configuration to change Customer Move Notify nor State or Owner
> Notify
>
> We are running 2.4.2 and I am curious if anyone else has seen this or if it
> had been a function which was moved
>
> Thanks in advance
>
> ***Vance Walsh*
>
> Help Desk Manager
>
> Harmonix Music Systems
>
> 625 Massachusetts Ave
>
> Cambridge, MA 02139
>
> *vance.wa...@harmonixmusic.com* 
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
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[otrs] Queue Configuration: Customer Move, State and Owner Ntification missing

[Vance Walsh]

Greetings

I was notified that my users has stopped getting notifications when we
changed owners of tickets. When I went to the Queue I do not see an
option in its configuration to change Customer Move Notify nor State or
Owner Notify

We are running 2.4.2 and I am curious if anyone else has seen this or if
it had been a function which was moved

Thanks in advance

Vance Walsh
Help Desk Manager
Harmonix Music Systems
625 Massachusetts Ave
Cambridge, MA 02139
vance.wa...@harmonixmusic.com  


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[otrs] otrs queue related problem

[Karthick B]

Hi all
i have a queue called agent which belong to x group.now i want to create a
sub queue for the already created queue.and it should belong to different
group ,say y group.

is it possible  moreover i want to see the newly created sub queue under
queue

if this is possible means  tell me guyz..how to do ???
thanks a lot


On Tue, Sep 15, 2009 at 6:42 PM,  wrote:

> 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
>otrs-requ...@otrs.org
>
> You can reach the person managing the list at
>otrs-ow...@otrs.org
>
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of otrs digest..."
>
>
> Today's Topics:
>
>   1.  faq on 2.4.4 (Bianchi, Giordano)
>   2.  Max_Allowed_Packet (Marretta, Rosanna)
>   3. Re:  Max_Allowed_Packet (Marco Vannini)
>   4.  otrs : agent moving a ticket to sub queue (Karthick B)
>
>
> --
>
> Message: 1
> Date: Tue, 15 Sep 2009 14:53:43 +0200
> From: "Bianchi, Giordano" 
> Subject: [otrs] faq on 2.4.4
> To: "'otrs@otrs.org'" 
> Message-ID: <7f79f3787c2cd811932f000bcdf162cb08251...@mailmilano2>
> Content-Type: text/plain; charset="us-ascii"
>
> Hello OTRS users,
>
> I'm having some problems trying to get the FAQ module to work on OTRS
> 2.4.4.
>
> The install went fine, it created the faq and faq_admin groups and I can
> see
> the icon on the toolbar. I've added my user to both the faq and faq_admin
> group with full permissions, but when I try to add categories or even
> create
> a faq it tells me "Access Denied" with the message "insufficient
> permissions". Nothing useful shows up in the log. Any ideas on how to get
> it
> working? did I miss a step? Already tried logging out and back in,
> restarting apache and otrs.
>
> Thanks,
>
> Giordano
> -- next part --
> An HTML attachment was scrubbed...
> URL: <
> http://lists.otrs.org/pipermail/otrs/attachments/20090915/6c55465a/attachment-0001.html
> >
>
> --
>
> Message: 2
> Date: Tue, 15 Sep 2009 13:55:06 +0100
> From: "Marretta, Rosanna" 
> Subject: [otrs] Max_Allowed_Packet
> To: 
> Message-ID:
><23c3d5711c9a944581341cfdd4a96a020bbb4...@svex31.transportation.com
> >
> Content-Type: text/plain; charset="us-ascii"
>
> Hi,
>
> Can somebody please tell me how to adjust the max_allowed_packet setting
> please for MySQL, it is currently set to 0MB and I need to change it to
> 8MB
>
> Thanks
>
> Rosanna
> -- next part --
> An HTML attachment was scrubbed...
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> http://lists.otrs.org/pipermail/otrs/attachments/20090915/f3d7ae6d/attachment-0001.html
> >
>
> --
>
> Message: 3
> Date: Tue, 15 Sep 2009 14:59:25 +0200
> From: Marco Vannini 
> Subject: Re: [otrs] Max_Allowed_Packet
> To: "User questions and discussions about OTRS." 
> Message-ID:
><7bd09e660909150559g6809235k1ea401966cf71...@mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
>
> use your my.cnf file that should be in /etc and put the line
> max_allowed_packet=20M
>
> in [mysqld] section.
>
>
> Then restart mysql
>
>
>
> On Tue, Sep 15, 2009 at 2:55 PM, Marretta, Rosanna <
> rosanna.marre...@yrclogistics.com> wrote:
>
> >  Hi,
> >
> > Can somebody please tell me how to adjust the max_allowed_packet setting
> > please for MySQL, it is currently set to 0MB and I need to change it to
> 8MB
> >
> > Thanks
> >
> >  Rosanna
> >
> > -
> > 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
> >
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> >
> -- next part --
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> http://lists.otrs.org/pipermail/otrs/attachments/20090915/b95f649b/attachment-0001.html
> >
>
> --
>
> Message: 4
> Date: Tue, 15 Sep 2009 18:40:06 +0530
> From: Karthick  B 
> Subject: [otrs] otrs : agent moving a ticket to sub queue
> To: otrs@otrs.org
> Message-ID:
><844c48950909150610u2b0e375s43ea73957f544...@mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
>
> Hi all
>
>  My company has a help desk with the queue called Agent , where the agent
> recieves all the ticket throughmails.depending upon the problem he sholuld
> transfer the ticket to other queue(department)
> this is my concept. so i created a Sub queue under queue(Agent)
> my subqueue is the department.when the agent log in to the otrs and when he
> tries to move the ticket ,there is subqueue(department) coming up under
> queue(agent)
> queue and s

Re: [otrs] Queue <> Services relationship

[James Burk]

If you watch to the right side of the Service field when you select a queue in 
the To field a circular arrow appears.  To me this means there is code 
somewhere looking for something to match with.  I want to do the same thing as 
you but have not found a way either.  I am having my Unix admin investigate.  
But I believe it is the same type of logic used for matching Services to 
Customers.  So I don't know why we can't get the Services to Queue to work the 
same way.
 
Best regards,
 
Jim
ITIL Process Manager
NCDOR
919-715-4932
james.b...@dornc.com


>>> "Guillermo Vargas-DellaCasa"  8/6/2009 4:59 
>>> PM >>>
Hello,

So, I still haven't figure out this one yet... So I'm assuming it is not
possible, but I thought I will ask again one more time...

Is it possible to limit the options under "Service" field when a user is
creating a ticket based on what the user selected on the "To:" field?

For example, if the user select To: Network Team, then he will get the
services: Internet, Email, Folder Shares. But if he select To: Database
Team, then we he goes to select a service he will see: Database, Student
Database.

I'm running OTRS 2.4.2 and ITSM 1.3

Thanks



-Original Message-
From: Guillermo Vargas-DellaCasa 
Sent: Wednesday, August 05, 2009 4:53 PM
To: 'otrs@otrs.org'
Subject: Queue <> Services relationship

Hi again,

How can I establish a relationship between Queue and Services? I would
like customers to select a Queue on the "TO:" field when they are
creating a ticket and that the "Service" field be updated to show only
services handled by that particular Queue. For example:

To: Networking Team
Services: Internet, Email, Folder Shares

To: Database Team
Services: HR Database, Student Database

Is that possible?

Thanks!

Guillermo Vargas-Dellacasa
Computer Operations Manager
North Hunterdon-Voorhees Regional High School District
(908) 713-4199 ext 5128
gvargas-dellac...@nhvweb.net

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Re: [otrs] Changing the otrs queue look

[Michiel Beijen]

Hi Mauricio,

What version of OTRS are you using? With 2.4.x, the s/m/l ticket view
is introduced. Using the icons on the far right side of the screen you
can switch between these views. I guess the S view would be just what
you're looking for.
Maybe one more reason to upgrade?

Regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Thu, Aug 6, 2009 at 15:53, Mauricio Tavares wrote:
>        I have a bit of a problem. People here that are going to use otrs do
> not like the way the ticket queues are shown: when you are working with a
> ticket, the thread associated to it is shown just as a list of subjects
> (they would like it to be a bit less terse). And when you select the list of
> tickets in the queue, it takes too much real state on the screen because it
> is showing the contents of every ticket as opposite to just a brief
> overview. The search engine's results would be more of what they wanted to
> see here. Or, as one mentioned something more rt-like. Can I change that?
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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>
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Re: [otrs] Queue <> Services relationship

[Tomasz Dabrowski]

 Yes, you can do it using ACL. Pls search list's archive.

Tomasz

> Hello,

> So, I still haven't figure out this one yet... So I'm assuming it is not
possible, but I thought I will ask again one more time...

Is it possible to limit the options under "Service" field when a user is
creating a ticket based on what the user selected on the "To:" field?

For example, if the user select To: Network Team, then he will get the
services: Internet, Email, Folder Shares. But if he select To: Database
Team, then we he goes to select a service he will see: Database, Student
Database.

I'm running OTRS 2.4.2 and ITSM 1.3

Thanks



---
Cetelem Bank S.A.
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Sąd Rejonowy w Warszawie - XIII Wydział KRS pod nr KRS 221121- NIP: 
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Re: [otrs] Queue <> Services relationship

[Guillermo Vargas-DellaCasa]

Hello,

So, I still haven't figure out this one yet... So I'm assuming it is not
possible, but I thought I will ask again one more time...

Is it possible to limit the options under "Service" field when a user is
creating a ticket based on what the user selected on the "To:" field?

For example, if the user select To: Network Team, then he will get the
services: Internet, Email, Folder Shares. But if he select To: Database
Team, then we he goes to select a service he will see: Database, Student
Database.

I'm running OTRS 2.4.2 and ITSM 1.3

Thanks



-Original Message-
From: Guillermo Vargas-DellaCasa 
Sent: Wednesday, August 05, 2009 4:53 PM
To: 'otrs@otrs.org'
Subject: Queue <> Services relationship

Hi again,

How can I establish a relationship between Queue and Services? I would
like customers to select a Queue on the "TO:" field when they are
creating a ticket and that the "Service" field be updated to show only
services handled by that particular Queue. For example:

To: Networking Team
Services: Internet, Email, Folder Shares

To: Database Team
Services: HR Database, Student Database

Is that possible?

Thanks!

Guillermo Vargas-Dellacasa
Computer Operations Manager
North Hunterdon-Voorhees Regional High School District
(908) 713-4199 ext 5128
gvargas-dellac...@nhvweb.net

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[otrs] Changing the otrs queue look

[Mauricio Tavares]

	I have a bit of a problem. People here that are going to use otrs do 
not like the way the ticket queues are shown: when you are working with 
a ticket, the thread associated to it is shown just as a list of 
subjects (they would like it to be a bit less terse). And when you 
select the list of tickets in the queue, it takes too much real state on 
the screen because it is showing the contents of every ticket as 
opposite to just a brief overview. The search engine's results would be 
more of what they wanted to see here. Or, as one mentioned something 
more rt-like. Can I change that?

-
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[otrs] Queue <> Services relationship

[Guillermo Vargas-DellaCasa]

Hi again,

How can I establish a relationship between Queue and Services? I would
like customers to select a Queue on the "TO:" field when they are
creating a ticket and that the "Service" field be updated to show only
services handled by that particular Queue. For example:

To: Networking Team
Services: Internet, Email, Folder Shares

To: Database Team
Services: HR Database, Student Database

Is that possible?

Thanks!

Guillermo Vargas-Dellacasa
Computer Operations Manager
North Hunterdon-Voorhees Regional High School District
(908) 713-4199 ext 5128
gvargas-dellac...@nhvweb.net

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[otrs] Queue Escalation times and Pending Reminder

[Katta, Lokesh Katta Subramanyam]

Hi All,

 

I am trying to set a Pending reminder of 1 day set on a ticket with a
solution time of 30 minutes. Though there is a pending reminder set
before the solution time expires, the solution time still ticks and goes
to negative mode. At the same time when we check in stats if any ticket
has breached the escalation time , this ticket is highkighted. Is this
correct?

 

I would like to stop the solution time ticking when a ticket is pending
for any reason. Can we configure this in OTRS? And also is that the
correct way?

 

Thanks

Lokesh

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Re: [otrs] Queue View and Ticket Owner

[Frans Stekelenburg]

And that would be "you are never too old to learn" in typical dutch J

A truth that we daily face in our profession.

 

gr,

Frans

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Marco Vannini



 

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)

 

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Re: [otrs] Queue View and Ticket Owner

[Marco Vannini]

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
 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
> >

Re: [otrs] Queue View and Ticket Owner

[Frans Stekelenburg]

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.
>

Re: [otrs] Queue View and Ticket Owner

[James Burk]

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  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 
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  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 
> 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  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 
>> 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 se

Re: [otrs] Queue View and Ticket Owner

[Leonardo Certuche]

One of the clients my company has deployed OTRS::ITSM to, wanted to have
control over all tickets, even the locked ones. Since
Ticket::Frontend::AgentTicketOwner###RequiredLock set to NO did NOT do the
trick, we decided to use a cron job to unlock all tickets once in awhile:

*/10 * * * * perl /opt/otrs/bin/UnlockTickets.pl --all > /dev/null 2>&1

Hope it somehow helps.

On Tue, Apr 14, 2009 at 3:59 PM, Marco Vannini wrote:

> 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  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  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 
> > 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  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 
> >> 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! ENTERPRISE SUBSCRIP

Re: [otrs] Queue View and Ticket Owner

[Marco Vannini]

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  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  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 
> 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  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 
>> 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! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>> http://www.otrs.com/en/support/enterprise-subscription/
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Re: [otrs] Queue View and Ticket Owner

[James Burk]

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  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 
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  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 
> 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
>>
>>
>>
>
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>> 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.
>>
>>
>
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>>
>>
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>
>
> --
> Leonardo Certuche
> 301 284 6250
> leonardo.certu...@itcon-ltda.com 
> www.itcon-ltda.com 
> Medellín, Colombia
>
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Re: [otrs] Queue View and Ticket Owner

[Marco Vannini]

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  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  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 
> 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.
>>
>>
> --
>>
>>
> -
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>> Archive: http://lists.otrs.org/pipermail/otrs
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>>
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>
>
>
> --
> 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.
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Re: [otrs] Queue View and Ticket Owner

[Greg Pennell - HSA Global]

James,

I think this is working as designed.  The queue view only displays unlocked 
tickets by default (if the owner is set I believe the ticket is locked to that 
agent.  However when you are in the queue view you are able to display all 
tickets - just above the "My Queues" link there is a line that says "Tickets 
shown. All Tickets xx"  The xx is a link which should display all tickets 
locked and unlocked which are in your My Queues

Greg

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of James 
Burk
Sent: Wednesday, 15 April 2009 7:18 a.m.
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Queue View and Ticket Owner

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  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 
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.
>
>
--
>
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-- 
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301 284 6250
leonardo.certu...@itcon-ltda.com 
www.itcon-ltda.com 
Medellín, Colombia
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Re: [otrs] Queue View and Ticket Owner

[James Burk]

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  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 
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.
>
>
--
>
>
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>
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-- 
Leonardo Certuche
301 284 6250
leonardo.certu...@itcon-ltda.com 
www.itcon-ltda.com 
Medellín, Colombia
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Re: [otrs] Queue View and Ticket Owner

[Leonardo Certuche]

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  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.
>
> --
>
> -
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-- 
Leonardo Certuche
301 284 6250
leonardo.certu...@itcon-ltda.com
www.itcon-ltda.com
Medellín, Colombia
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[otrs] Queue View and Ticket Owner

[James Burk]

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

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Re: [otrs] Queue Selection in Customer Search

[Marco Vannini]

I've explored quite all the dtl and pm files, I think to be near at
the solution. There should be  an equivalent of

AgentTicketSearch.pm:$Param{'QueuesStrg'} =
$Self->{LayoutObject}->AgentQueueListOption(

in Customer...


The problem is that our customer would like to use the tool to track
the installations requested in an environment for making a pack of
request for another environment. I mean, they can use SIT::Install,
PREPROD::Install and in a future PROD::Install. The request for the
PROD should be well studied after having analyzed the previous
installation. For them, they said, it would be much more fast having
this kind of selection.

Thank you again.

MV


Ted Turner  - "Sports is like a war without the killing."


On Thu, Feb 26, 2009 at 5:27 PM, Marco Vannini  wrote:
> Hi all,
>
> It is possible to let customer have Queue selection in their search panel ?
>
> Tx
>
> MV
>
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[otrs] Queue Selection in Customer Search

[Marco Vannini]

Hi all,

It is possible to let customer have Queue selection in their search panel ?

Tx

MV
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[otrs] Queue display for all customers

[Lakshan Fernando.]

Hi,

Customer's who login with the AD authentication cannot access or send ticket to 
specified queues they cant see them under drop down menu is their any option do 
i have to enable them to see the queues on the drop down menu 


Thanks you
Lakshan


  
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[otrs] Queue Access

[Jose Bogarin]

I have OTRS 2.3.3 with ITSM 1.2 installed on my server, debian if it helps
although I installed completely from source.

I have several agents with different permissions and queues.

I don't wanna give full RW access to several agents because I don't want
them to be able to close tickets, however if I don't give them RW they can't
see the tickets on my queues or such, just looking for the tickets on the
search panel.

It is not a preferences thing as I have it configure so that every user has
the assigned queues on my queues on their preferences.

Could you let me know how to fix this? Is there a configuration option I can
change?

Thanks in advance,

-- Jose Bogarín
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[otrs] Queue names concatenating

[Caspar Kennerdale]

Hello

 

Currently Our Queue names concatenate at the end of the string

 

Example shown below


Queue:

Web Developmen[..]


 

 

 

Is it possible to reverse this so it was like this [..]Rest of Queue

 

It is just for us that we have 3 layers of queue and for quick reference the
end of the string is actually more informative to us

Caspar Kennerdale 
Deputy Web Services Director 






020 7970 4680 




  caspar.kennerd...@centaur.co.uk




  www.centaur.co.uk

 

 

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Re: [otrs] Queue Responses

[Jeffrey Friedman]

That did the trick.  Thanks for your help, Daniel, with this and the
other question.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Obee, Daniel
Sent: Tuesday, January 27, 2009 4:56 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Queue Responses

 

Hi Jeffrey.

 

The basic Mail Format is set in the Ticket::Frontend::ResponseFormat:

 

If you got questions of this kind, try searching the SysConfig. You'll
be surprise what else comes up ;0)

 

Greets

Daniel

 

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von
Jeffrey Friedman
Gesendet: Montag, 26. Januar 2009 22:40
An: otrs@otrs.org
Betreff: [otrs] Queue Responses

 

I've created two responses and associated them with my queue.  Both of
them are blank.  However, regardless of which response I choose when
"Compose Answer (email)", I always get text in the body of my response
like:

 

 

Dear username,

 

> previous customer email info...

> previous customer email info...

> previous customer email info...

 

 

It's almost like there are still OTRS tags (like 
and ) in the response, but I can't find them.  Any
suggestions?

 

Thanks,

Jeffrey

 



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