[otrs] Default Ticket state after Agent Response
For some reason after an Agent responds to a New ticket, the default Next State is always Closed. What config option is used to change what the default state is? thanks, kosta - 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/
Re: [otrs] Customer Groups
Were trying to do something a little differently. We want the customer to be able to log into the customer interface and see All tickets for a specific Queue, not just their own. Do you know if that is possible? thanks kosta 2010/2/4 Maurício Ramos mauricio.ra...@wedotechnologies.com For us here, we define a group and use it to associate agents, queues and customers (setting read only or read write access for agents and customers). In order for the agents to give support on a specific queue (then to a specific customer) we have to go log in with the agent and go to “Preferences” and select the proper queue from “My Queues”. For the customers, we do not need to do anything. The queues that are in the group that they also are in, appear directly in the list box of “New Ticket” form, in the “To” field. [image: WeDo Technologies] http://www.wedotechnologies.com/ *Mauricio de Andrade Ramos - Consultant I* Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108 0104 • Fax. + 55 48 2108 0129 mauricio.ra...@wedotechnologies.com www.wedotechnologies.com Notice: The information in this e-mail and in any of its attachments is confidential and intended solely for the attention and use of the named addressee(s). If you are not the intended recipient, any disclosure, copying, distribution or retaining of this message or any part of it, without the prior written consent of WeDo Technologies, is prohibited and may be unlawful. If you received this in error, please contact the sender and delete the material from any computer. *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Constantinos Giatras *Sent:* quinta-feira, 4 de fevereiro de 2010 02:18 *To:* otrs@otrs.org *Subject:* [otrs] Customer Groups I have tried to get Customer Groups working so Customers could Read a Queue from the customer interface. Can someone explain if this is how it is supposed to work? After enabling customer groups and adding a queue to that group, and then adding a user to that group I still can not see tickets from that queue inside customer interface. Could someone please let me know if this is how it should work and why it may not be working? thanks, kosta - 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/ image001.gif- 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/
Re: [otrs] Customer Groups
Yes otrs is great! However we want to track an actual *queue* regardless of who inputs the tickets. This method is rather difficult to implement if you have a lot of users as each time a new user comes you will have to update *all* to be tied to that group. I decided that unless there is something I am missing, we will just have to create these users as *agents* and give them read only access to those queues. This way we do not have to tie users together via the company tickets feature! Thank for all the info so far! kosta 2010/2/4 Maurício Ramos mauricio.ra...@wedotechnologies.com If I understood right, you need/want to use that feature of “Company Tickets”. Here, we use a configuration at customer creation named “CustomerIDs” and specify there the other customers (their logins separated by “;”) that are part of the same company. These customers of the same company can create tickets in the same or in different queues but whenever a customer of that company logs in its customer interface, all tickets created by his fellows to the same queues he has access to will be shown through the navigation bar button “Company Ticket”. Then, he will be able to see all tickets created in a queue. I am not sure if this feature works directly or if we had to do some setting like insert a record in the database and/or perform a configuration at /opt/otrs/Kernel/Config.pm. (a college here enabled this feature). I think he had to enable this by uncommenting a line like … “[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],” …that lies near a comment “# show now own tickets in customer panel, CompanyTickets” at /opt/otrs/Kernel/Config.pm Is it something like that that you want to implement? Great software OTRS is! [image: WeDo Technologies] http://www.wedotechnologies.com/ *Mauricio de Andrade Ramos - Consultant I* Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108 0104 • Fax. + 55 48 2108 0129 mauricio.ra...@wedotechnologies.com www.wedotechnologies.com Notice: The information in this e-mail and in any of its attachments is confidential and intended solely for the attention and use of the named addressee(s). If you are not the intended recipient, any disclosure, copying, distribution or retaining of this message or any part of it, without the prior written consent of WeDo Technologies, is prohibited and may be unlawful. If you received this in error, please contact the sender and delete the material from any computer. *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Constantinos Giatras *Sent:* quinta-feira, 4 de fevereiro de 2010 14:35 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Customer Groups Were trying to do something a little differently. We want the customer to be able to log into the customer interface and see All tickets for a specific Queue, not just their own. Do you know if that is possible? thanks kosta 2010/2/4 Maurício Ramos mauricio.ra...@wedotechnologies.com For us here, we define a group and use it to associate agents, queues and customers (setting read only or read write access for agents and customers). In order for the agents to give support on a specific queue (then to a specific customer) we have to go log in with the agent and go to “Preferences” and select the proper queue from “My Queues”. For the customers, we do not need to do anything. The queues that are in the group that they also are in, appear directly in the list box of “New Ticket” form, in the “To” field. [image: WeDo Technologies] http://www.wedotechnologies.com/ *Mauricio de Andrade Ramos - Consultant I* Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108 0104 • Fax. + 55 48 2108 0129 mauricio.ra...@wedotechnologies.com www.wedotechnologies.com Notice: The information in this e-mail and in any of its attachments is confidential and intended solely for the attention and use of the named addressee(s). If you are not the intended recipient, any disclosure, copying, distribution or retaining of this message or any part of it, without the prior written consent of WeDo Technologies, is prohibited and may be unlawful. If you received this in error, please contact the sender and delete the material from any computer. *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Constantinos Giatras *Sent:* quinta-feira, 4 de fevereiro de 2010 02:18 *To:* otrs@otrs.org *Subject:* [otrs] Customer Groups I have tried to get Customer Groups working so Customers could Read a Queue from the customer interface. Can someone explain if this is how it is supposed to work? After enabling customer groups and adding a queue to that group, and then adding a user to that group I still can
[otrs] Customer Groups
I have tried to get Customer Groups working so Customers could Read a Queue from the customer interface. Can someone explain if this is how it is supposed to work? After enabling customer groups and adding a queue to that group, and then adding a user to that group I still can not see tickets from that queue inside customer interface. Could someone please let me know if this is how it should work and why it may not be working? thanks, kosta - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] customer interface - view certain queues?
We are trying to allow our customers to track an Incident Queue and would like to know if this is possible? I know there is a company ticket feature but that seems to only allow tracking specific Users and not a queue. thanks for any info! kosta - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] syncing google calendar to otrs calendar
Is there a way to sync the google calendar to the OTRS calendar? thanks for any info or pointers! kosta - 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/
