[otrs] Filter ticket types for agents upon creation of tickets
Hello,
I am trying to configure so the agents only have a filtered list of ticket
types to chose from when creating a ticket.
I want to filter the list based on what group the user belongs to. It
could probably work with sorting based on the queue as well I think, but
that is the second option.
This is my ACL.
$Self-{TicketAcl}-{'ACL-Name-Filter-Agents-Tickets-Type-IncidentManager'}
= {
Properties = {
User = {
Group_rw = ['Incident Management Severalnines',],
}
},
PossibleNot = {
# possible ticket options
Ticket = {
Type = ['[RegExp]^.*',], #Clear the list first
},
},
Possible = {
# possible ticket options
Ticket = {
Type = ['Incident',], #Adding the ticket types
},
},
};
What am I doing wrong? I have done similar things for the customerweb and
it works.
I have tried setting the properties for the agents front-end modules as well.
This is a showstopper for me right now, hope anyone is able to help out.
Thank you in advance!
/Niklas
-
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] Filter ticket types for agents upon creation of tickets
On Jul 27, 2011, at 10:08 AM, nik...@iandapp.com wrote:
Hello,
I am trying to configure so the agents only have a filtered list of ticket
types to chose from when creating a ticket.
I want to filter the list based on what group the user belongs to. It
could probably work with sorting based on the queue as well I think, but
that is the second option.
This is my ACL.
$Self-{TicketAcl}-{'ACL-Name-Filter-Agents-Tickets-Type-IncidentManager'}
= {
Properties = {
User = {
Group_rw = ['Incident Management Severalnines',],
}
},
PossibleNot = {
# possible ticket options
Ticket = {
Type = ['[RegExp]^.*',], #Clear the list first
},
},
Possible = {
# possible ticket options
Ticket = {
Type = ['Incident',], #Adding the ticket types
},
},
};
What am I doing wrong? I have done similar things for the customerweb and
it works.
I have tried setting the properties for the agents front-end modules as well.
This is a showstopper for me right now, hope anyone is able to help out
Hi Niklas:
Use the queue instead of the ticket in the section Possible/PossibleNot.
At the time of using the ticket creation mask the ticket still not exist.
hth, Roy
--
Roy Kaldung
-
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] MediaWiki access to user database
Hi, We would like to set up a MediaWiki portal for external customers. They are already registered in OTRS. Would it be possible for MediaWiki to authenticate against the OTRS customer database? I realize this is not an OTRS question, but people here might have used/heard of this kind of setup before. 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
Re: [otrs] MediaWiki access to user database
Hi Lars, On 27.07.2011 12:30, Lars Jørgensen wrote: Hi, We would like to set up a MediaWiki portal for external customers. They are already registered in OTRS. Would it be possible for MediaWiki to authenticate against the OTRS customer database? Theoretically, yes. You have to write an AuthPlugin (http://www.mediawiki.org/wiki/AuthPlugin). You have to ensure that MediaWiki has access to OTRS database. If MediaWiki has no access to OTRS database, you have to develop a small script on the OTRS machine that accepts username and password and checks if the user is a known OTRS user! I realize this is not an OTRS question, but people here might have used/heard of this kind of setup before. I haven't, but I answered nevertheless ;-) Lars - Renee -- Perl-Magazin: http://perl-magazin.de Perl-Nachrichten: http://perl-nachrichten.de - 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] Prevent auto assign/lock
The users have RO/Note/Priority Change permissions currently.. Does the ticket only lock when they change the priority but not when they just view a ticket? -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, July 26, 2011 2:22 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Prevent auto assign/lock Hi Shawn, you could use an ACL to control which permission group you need to have in order to lock it. ACLs are very powerful but need to be put in a configuration file (using a text editor) to make it work. You can find examples here; http://doc.otrs.org/3.0/en/html/acl.html Also, maybe you can do with just adding RO and Note permissions to the users that aren't supposed to have the tickets locked? -- Mike On Tue, Jul 26, 2011 at 18:43, Gadow, Shawn sga...@ocusd.net wrote: I would like to prevent auto assigning/locking of tickets when opened by anyone not in the admin group.. anyone in specific groups would work as well or even by specific user as I only have a list of about 6 agents in a specific group that I don’t want to auto lock/assign tickets to when they open the tickets Shawn Gadow Network Administrator Oregon CUSD 220 “Security is when everything is settled. When nothing can happen to you. Security is the denial of life.” – Germaine Greer - 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 - 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] Prevent auto assign/lock
yes, tickets don't lock if you just view the ticket. And you can configure whether or not they lock if you add notes, change priorities etc; you can configure that in the SysConfig. -- Mike On Wed, Jul 27, 2011 at 15:43, Gadow, Shawn sga...@ocusd.net wrote: The users have RO/Note/Priority Change permissions currently.. Does the ticket only lock when they change the priority but not when they just view a ticket? -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, July 26, 2011 2:22 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Prevent auto assign/lock Hi Shawn, you could use an ACL to control which permission group you need to have in order to lock it. ACLs are very powerful but need to be put in a configuration file (using a text editor) to make it work. You can find examples here; http://doc.otrs.org/3.0/en/html/acl.html Also, maybe you can do with just adding RO and Note permissions to the users that aren't supposed to have the tickets locked? -- Mike On Tue, Jul 26, 2011 at 18:43, Gadow, Shawn sga...@ocusd.net wrote: I would like to prevent auto assigning/locking of tickets when opened by anyone not in the admin group.. anyone in specific groups would work as well or even by specific user as I only have a list of about 6 agents in a specific group that I don’t want to auto lock/assign tickets to when they open the tickets Shawn Gadow Network Administrator Oregon CUSD 220 “Security is when everything is settled. When nothing can happen to you. Security is the denial of life.” – Germaine Greer - 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 - 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
[otrs] Users fields template
Hi there, Are there any way to have our own defined form of reference for the tickets? I want to have a reference for hardware ticket like Re.hw2, for exemple. Regards, Xiaoxing - 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] Auto assignement of the resposibility of the ticket
Hi there, Is it possible to assign the ticket to a owner or a resposibility automatically when a ticket is created? Regards, Xiaoxing - 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] making sysconfig work from web gui
I don't get a pull down box. That's the problem DASHBOARD TICKETS STATISTICS CUSTOMERS ADMIN SysConfig Result Please enter a search term to look for settings. This is how it appears on my screen. No pull down box and no search widget. Does this make the issue more clear ? Now the scary part. Not only did I win the war over the Windows solution, but the Support team that is presently using RT is looking very carefully at moving over to OTRS, presuming that I can get the bugs worked out of the system. I had enough working to demo at a staff meeting yesterday that warts all it went live DURING the meeting! Its kind of scary when management says This is EXACTLY what we are looking for! There are a bunch of things that get glossed over in the docs, so this thing is still a little crippled but its alive. There are a number of things I still need to get working. Ill bring those up in another message. I still need to see why the sysconfig is broken. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Peter Eckel Sent: Tuesday, July 26, 2011 12:14 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] making sysconfig work from web gui Hi Robert, In the System Admin box on the lower right of the screen, there is a sub entry Sysconfig Its is this Sysconfig that does not give me anything to click on. are you sure that you're not missing the pulldown menu on the left side, just below the search box? You could click on that, for example. Best regards, Peter. - 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
Re: [otrs] making sysconfig work from web gui
The whole sysconfig tool is broken. Ive managed to find places where I can manually hack the xml to make the right things happen, but thats not really the right way and the changes will probably get lost on the 1st reboot. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Renée Bäcker Sent: Tuesday, July 26, 2011 6:17 AM To: otrs@otrs.org Subject: Re: [otrs] making sysconfig work from web gui Hi Robert, On 26.07.2011 03:51, Robert Woodworth wrote: Other problem: I can manually send mail, no problem, but OTRS cant. No errors in the mail log, in fact no mention that it even tried in the mail log. Im running postfix with sasldb authentication. As I said, mail works from command line. I must have missed something in the OTRS config? Have you configured the SysConfig options at Framework - Core::Sendmail? - Renée -- Perl-Magazin: http://perl-magazin.de Perl-Nachrichten: http://perl-nachrichten.de - 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
[otrs] communicating with customers via OTRS
The user sends email to otrs. The ticket is created. Now I need more info. If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see bounce forward and 2 dropdowns with only 1 selection each reply reply-all. There doesn't seem to be anything for sending a mail to the customer to ask a question. What did I screw up THIS time ? - 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] communicating with customers via OTRS
The user sends email to otrs. The ticket is created. Now I need more info. If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see bounce forward and 2 dropdowns with only 1 selection each reply reply-all. There doesn't seem to be anything for sending a mail to the customer to ask a question. What did I screw up THIS time ? You need to go into the Admin area and create a response. The easiest thing to do is to create one called empty response and put nothing in the body. After that, assign the response to the queue(s). Then when you click Reply or Reply All, you will see the empty response, and selecting that will bring you to the window where you can reply to the customer. It is simply a way to create templates to reply to the customer with, and the most basic is creating an empty one with nothing pre-populated in it. - 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] communicating with customers via OTRS
Dear Robert, On 28.07.2011, at 00:35, Robert Woodworth wrote: The user sends email to otrs. The ticket is created. Now I need more info. If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see bounce forward and 2 dropdowns with only 1 selection each reply reply-all. There doesn't seem to be anything for sending a mail to the customer to ask a question. What did I screw up THIS time ? You forgot to create standard responses. http://doc.otrs.org/3.0/en/html/adminarea-salutations-signatures-attachments-and-answers.html#adminarea-Responses Please do yourself a favour and read the documentation online or as PDF. We are investing many time to get this getting you up and running :-) Starting here is probably best: http://doc.otrs.org/3.0/en/html/first-steps.html -- Cheers, Nils http://webint.cryptonode.de / a Fractal project - 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] communicating with customers via OTRS
I saw the Empty Answer and couldn't figure out what it did. I clicked to link it to all queues and that fixed that whole issue. THANKS ! -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Kristofer Pettijohn Sent: Wednesday, July 27, 2011 3:42 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] communicating with customers via OTRS The user sends email to otrs. The ticket is created. Now I need more info. If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see bounce forward and 2 dropdowns with only 1 selection each reply reply-all. There doesn't seem to be anything for sending a mail to the customer to ask a question. What did I screw up THIS time ? You need to go into the Admin area and create a response. The easiest thing to do is to create one called empty response and put nothing in the body. After that, assign the response to the queue(s). Then when you click Reply or Reply All, you will see the empty response, and selecting that will bring you to the window where you can reply to the customer. It is simply a way to create templates to reply to the customer with, and the most basic is creating an empty one with nothing pre-populated in it. - 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
Re: [otrs] communicating with customers via OTRS
I downloaded all 600 some odd lines of the PDF. The explanation of what the Empty Answer was for didn't make sense to me so I didn't mess with it. Once someone told me what it was for in language I could understand, it actually fixed a bunch of things I hadn't asked about. Im still stumped on the SysConfig though. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils Leideck Sent: Wednesday, July 27, 2011 3:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] communicating with customers via OTRS Dear Robert, On 28.07.2011, at 00:35, Robert Woodworth wrote: The user sends email to otrs. The ticket is created. Now I need more info. If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see bounce forward and 2 dropdowns with only 1 selection each reply reply-all. There doesn't seem to be anything for sending a mail to the customer to ask a question. What did I screw up THIS time ? You forgot to create standard responses. http://doc.otrs.org/3.0/en/html/adminarea-salutations-signatures-attachments -and-answers.html#adminarea-Responses Please do yourself a favour and read the documentation online or as PDF. We are investing many time to get this getting you up and running :-) Starting here is probably best: http://doc.otrs.org/3.0/en/html/first-steps.html -- Cheers, Nils http://webint.cryptonode.de / a Fractal project - 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
Re: [otrs] Auto assignement of the resposibility of the ticket
Hi Xiaoxing, via SOAP create? http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=369 -- Never 2011/7/28 Xiaoxing Meng xiaoxing.m...@ericsson.com: Hi there, Is it possible to assign the ticket to a owner or a resposibility automatically when a ticket is created? Regards, Xiaoxing - 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
[otrs-de] Anwenderfrage
Hallo Zusammen, mal eine Frage an die Nutzergemeinde: Wenn ein Agent ein Ticket bearbeitet und feststellt, dass bspw. die Softwareentwicklung eingreifen muss, wie wird der Ablauf im System abgebildet, so das der Entwickler das Ticket bearbeitet und wieder zurückgibt? Schiebt der Agent es einfach in die für die Entwicklung angelegte Queue und der Entwickler schiebt es dann nach Erledigung zurück? Woher weiß der Entwickler aus welcher Queue es kam? Oder wie ist das in OTRS gedacht, bzw. wie geht Ihr da vor? Vielen Dank für Anregungen :-) -- Mit freundlichen Grüßen Dirk Pfizenmaier Serviceleiter procar informatik AG Eschenweg 7 64331 Weiterstadt Tel. +49(0)6150-120960 Fax. +49(0)6150-120969 Internet: http://www.procar.de E-Mail: i...@procar.de Amtsgericht Darmstadt HRB 8268 USt.-IdNr. (Organschaft) : DE207636948 Vorstand: Dipl.Ing. Volker Holthaus, Karl-Heinz Schlapp Vorsitzender des Aufsichtsrats: Michael Hausl Diese E-Mail enthält 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 Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorised copying, disclosure or distribution of the material in this e-mail is strictly forbidden. - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
[otrs-de] Ticket mit einer TickeID in mehreren Queues
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hallo Zusammen, ich habe hier eine interessante Anforderung bekommen, welche wohl problematisch ist. Geben sei für das Beispiel: Queue-1 mit 1...@system.de und Queue-2 mit 2...@system.de. Mein User möchte in Queue-2 ein Ticket erzeugen. Mit der Ticketid dieses Tickets wird dann eine Mail an 1...@system.de verfasst, welche in Queue-1 landen soll, damit ein Agent in Queue-1 diese bearbeiten kann. Die entsprechenden Antworten auf das Ticket sollen dann natürlich wieder dem Ticket in Queue-2 zugeordnet werden. Das Funktioniert nicht, da OTRS das Ticket automatisch dem Ursprungsticket in Queue-2 zuordnet (was im Regelfall ja auch gut ist). Der Hintergrund des ganzen ist, das diese Abteilung Software an verschiedene Empfänger ausliefert, wovon ein Empfänger im gleichen OTRS liegt. Der Vorgang aber in beiden Queues dokumentiert werden soll. Jemand ne Idee wie man das lösen könnte? - -- Thomas Wittmann Do not judge a man until you have walked a mile in his shoes. After that, who cares? You are a mile away and you've got his shoes! -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iEYEARECAAYFAk4wLYAACgkQeD5ZxkjPkXpazgCfWYygwI97YCSMDodl00fVmxmG ZdAAn1LzWsCKHBWSGoSN4EQ1iLcBcSQO =3xKt -END PGP SIGNATURE- 0x48CF917A.asc Description: application/pgp-keys 0x48CF917A.asc.sig Description: Binary data - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Ticket mit einer TickeID in mehreren Queues
Hallo das was Du suchst stellt glaube ich die Cape-It mit Ihren Master Slave Tickets zur Verfügung. Die Erweiterung , die auch noch viel mehr beinhaltet, heißt Kix4OTRS. Jede Aktion auf dem Master erzeugt auch eine Aktion an allen Slaves. Das könnte Dir helfen. Gruß --- Mit freundlichen Grüßen Johannes Nickel Am 27.07.2011 um 17:23 schrieb Thomas Wittmann t...@genano.de: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hallo Zusammen, ich habe hier eine interessante Anforderung bekommen, welche wohl problematisch ist. Geben sei für das Beispiel: Queue-1 mit 1...@system.de und Queue-2 mit 2...@system.de. Mein User möchte in Queue-2 ein Ticket erzeugen. Mit der Ticketid dieses Tickets wird dann eine Mail an 1...@system.de verfasst, welche in Queue-1 landen soll, damit ein Agent in Queue-1 diese bearbeiten kann. Die entsprechenden Antworten auf das Ticket sollen dann natürlich wieder dem Ticket in Queue-2 zugeordnet werden. Das Funktioniert nicht, da OTRS das Ticket automatisch dem Ursprungsticket in Queue-2 zuordnet (was im Regelfall ja auch gut ist). Der Hintergrund des ganzen ist, das diese Abteilung Software an verschiedene Empfänger ausliefert, wovon ein Empfänger im gleichen OTRS liegt. Der Vorgang aber in beiden Queues dokumentiert werden soll. Jemand ne Idee wie man das lösen könnte? - -- Thomas Wittmann Do not judge a man until you have walked a mile in his shoes. After that, who cares? You are a mile away and you've got his shoes! -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iEYEARECAAYFAk4wLYAACgkQeD5ZxkjPkXpazgCfWYygwI97YCSMDodl00fVmxmG ZdAAn1LzWsCKHBWSGoSN4EQ1iLcBcSQO =3xKt -END PGP SIGNATURE- 0x48CF917A.asc 0x48CF917A.asc.sig - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Ticket mit einer TickeID in mehreren Queues
Hi, das wird nur mit einem Postmasterfilter klappen, der (a) die Ticketnummer im Subject dynamisch anpasst und (b) die Ticketnummer in der jeweils anderen Queue in einem Freitextfeld (etwa externe Ticketnummer) hinterlegt. VG, Felix On 07/27/11 17:23, Thomas Wittmann wrote: Hallo Zusammen, ich habe hier eine interessante Anforderung bekommen, welche wohl problematisch ist. Geben sei für das Beispiel: Queue-1 mit 1...@system.de und Queue-2 mit 2...@system.de. Mein User möchte in Queue-2 ein Ticket erzeugen. Mit der Ticketid dieses Tickets wird dann eine Mail an 1...@system.de verfasst, welche in Queue-1 landen soll, damit ein Agent in Queue-1 diese bearbeiten kann. Die entsprechenden Antworten auf das Ticket sollen dann natürlich wieder dem Ticket in Queue-2 zugeordnet werden. Das Funktioniert nicht, da OTRS das Ticket automatisch dem Ursprungsticket in Queue-2 zuordnet (was im Regelfall ja auch gut ist). Der Hintergrund des ganzen ist, das diese Abteilung Software an verschiedene Empfänger ausliefert, wovon ein Empfänger im gleichen OTRS liegt. Der Vorgang aber in beiden Queues dokumentiert werden soll. Jemand ne Idee wie man das lösen könnte? - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Anwenderfrage
Hallo Dirk, On 27.07.2011, at 16:31, procar informatik AG - Dirk Pfizenmaier wrote: Wenn ein Agent ein Ticket bearbeitet und feststellt, dass bspw. die Softwareentwicklung eingreifen muss, wie wird der Ablauf im System abgebildet, so das der Entwickler das Ticket bearbeitet und wieder zurückgibt? Schiebt der Agent es einfach in die für die Entwicklung angelegte Queue und der Entwickler schiebt es dann nach Erledigung zurück? Woher weiß der Entwickler aus welcher Queue es kam? Oder wie ist das in OTRS gedacht, bzw. wie geht Ihr da vor? Du solltest dafür die “Teilen-Funktion” verwenden. Wenn Ihr die “Verantwortlichen-Funktion” auch noch verwendet, noch besser. Dann ist der erste Agent automatisch der Verantwortliche am neuen Ticket und hat es somit immer im Visir und der Entwickler ist der neue Beseitzer und derjenige der aktiv am geteilten neuen Ticket in seiner eigene Queue arbeitet. -- Cheers, Nils http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Anwenderfrage
Hi, dafür gibts mehrere Möglichkeiten: Ticket::Watcher; Ticket::Responsible; Softwareentwickler gibt das Ticket nach Bearbeitung an einen vormaligen Besitzer zurück (dafür gibts ein eigenes Dropdown im Ticket::ViewOwner); Softwareentwickler geht die Historie des Tickets durch und entscheidet selbst, an wen er das Ticket zurück gibt; Softwareentwickler schiebt das Ticket in eine definierte Eingangsqueue, aus der wiederum andere Agenten (=Dispatcher) die Tickets verschieben. VG, Felix On 07/27/11 16:31, procar informatik AG - Dirk Pfizenmaier wrote: Hallo Zusammen, mal eine Frage an die Nutzergemeinde: Wenn ein Agent ein Ticket bearbeitet und feststellt, dass bspw. die Softwareentwicklung eingreifen muss, wie wird der Ablauf im System abgebildet, so das der Entwickler das Ticket bearbeitet und wieder zurückgibt? Schiebt der Agent es einfach in die für die Entwicklung angelegte Queue und der Entwickler schiebt es dann nach Erledigung zurück? Woher weiß der Entwickler aus welcher Queue es kam? Oder wie ist das in OTRS gedacht, bzw. wie geht Ihr da vor? Vielen Dank für Anregungen :-) - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
