Re: [otrs] templates for ticket creation
Actually, it is in the admin section: Ticket::Frontend::AgentTicketPhone###Body Ticket::Frontend::AgentTicketEmail###Body This will auto-fill the text into the body of the article when creating new tickets, I believe. You can also auto-fill notes in a similar way -Josh On Wed, Aug 13, 2008 at 9:48 AM, Patrick Schiess <[EMAIL PROTECTED]> wrote: > i found it out myself. there is a sort of "quickticket" option that can > be integrated in the creation of a phone ticket or also in a email ticket. > this has to be done directly in the template files: AgentTicketPhone.dtl or > AgentTicketEmail.dtl. there is a section that is commented out and that can > be edited like this: > > > > enctype="multipart/form-data"> > > > > > > > > > > > > > > > > regards, > > patrick. > > > > *Von:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *Im Auftrag > von *Patrick Schiess > *Gesendet:* Mittwoch, 13. August 2008 14:29 > *An:* 'User questions and discussions about OTRS.org' > *Betreff:* [otrs] templates for ticket creation > > > > hi, > > > > is there a possibility to create tickets which is predefined in a template? > i am asking because we have a lot of similar problems coming in again and > again. so it would be very nice if the agent could have the choice between > some templates to create a phone ticket... > > > > thanks a lot for your help. > > > > regards, > > patrick. > > ___ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/ > ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] What are "Locked Tickets" for?
On Mon, Aug 4, 2008 at 9:59 AM, Robin Bowes <[EMAIL PROTECTED]>wrote: > Nils Breunese (Lemonbit) wrote: > >> Robin Bowes wrote: >> >> Can anyone tell me what "Locked Tickets" are for? And in what >>> circumstances a ticket becomes locked? >>> >> >> A locked ticket indicates an agent is working on that ticket. It is locked >> so other agents know it is being worked on. >> > > How does it become "locked"? What does the agent have to do to cause the > ticket to become locked? > You simply click the 'lock' link above the ticket. -Josh ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Agent Queue View As A List
You can create saved searches to do this. It will give you exactly the output you want. Josh On Wed, Mar 5, 2008 at 1:56 PM, Jon Lorenz <[EMAIL PROTECTED]> wrote: > Is there a way to modify OTRS so that when an agent looks at any > particular queue, it displays it in a list format sort of like the > Customer Queue view instead of the standard summary format? Here's an > example: > > Ticket# | Subject | Customer | State | Owner | Created > 1001234 | My Microsoft broke| pebkac | Open | bofh | 2008/03/04 > 18:47:03 > 1001235 | Keyboard doesn't work | luser| New | pfy | 2008/03/05 > 10:03:58 > > I appreciate it. > -Jon > ___ > 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 > Support or consulting for your OTRS system? > > http://www.otrs.com/ > ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] [ Is there any easy way to show tickets closed in a week? ]
Have you tried the stats module? You should be able to easily create a report that will give you that information, but I personally have a php boilerplate app that I customize with SQL queries whenever I get a request like this from management, and send the link to them so they can run the report whenever they want. Josh On Thu, Mar 6, 2008 at 4:41 AM, BCWINFO <[EMAIL PROTECTED]> wrote: > This is for my boss! > > ;-) > > I tried Search but I couldn't do that. > > Any suggestions? > > Diego > > ___ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/ > ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] script permission problem?
Here's my permissions: drwxr-xr-x 3 root root 4096 Jul 29 2007 /opt drwxrwxr-x 7 otrs apache 4096 Jan 9 14:01 /opt/otrs drwxrwxr-x 4 apache apache 4096 Jan 9 14:01 /opt/otrs/bin -rwx-- 1 otrs root 5024 Jan 24 2007 /opt/otrs/bin/UnlockTickets.pl drwxrwxr-x 8 apache apache 4096 Jan 9 14:01 /opt/otrs/Kernel -rw-rw-r-- 1 apache apache 8478 Apr 20 2007 /opt/otrs/Kernel/Config.pm Do you see anything different? Josh On Thu, Feb 28, 2008 at 11:37 AM, Joe Ersinghaus <[EMAIL PROTECTED]> wrote: > Well I posted this problem under "cron job failures" but I think it's > really a permissions problem? > > If I try to execute "UnlockTickets.pl" for example in /opt/otrs/bin, as > the otrs user, I get the "Can't locate Kernel/Config.pm in @INC (@INC > contains: /opt/otrs/Kernel/cpan-lib blah blah blah" error. > > But if I execute it as root - it runs fine. > > This particular script is owned by "otrs" though. Most of the others are > owned by "apache". (I'm running centos 5) > > A good systems admin could fix this, but I'm certainly not that. :) > > Help is appreciated. > > Joe > > > -- > Joe Ersinghaus > Information Technology & Communications > New Mexico Department of Agriculture/New Mexico State University > MSC 3189, P.O. Box 30005 > Las Cruces, NM, USA 88003-8005 > Phone: (505) 646-7094 > Fax: (505) 646-1841 > ___ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/ > ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] when phone ticket / email ticket
Well, the 'phone ticket' simply creates a ticket in the queue, which the customer can view (if you give access). The 'email ticket' sends an email to the customer, so I only use that if I need that functionality. Josh On Tue, Feb 26, 2008 at 9:06 AM, Forms <[EMAIL PROTECTED]> wrote: > Hi list, > > Some guidelines to know when to use phone ticket (or email ticket) ? > > Thanks a lot > > Carlos, > > > ___ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/ > ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Subfields in OTRS
At our company we use the queues to do this. You can create sub-queues as well, and if you have agents that don't have skill/expertise in a particular area, then they can deselect that queue as one of their 'My Queues' so that they can focus on just the tickets that they can be of help on. You can create multiple levels of subqueues, as you describe. Josh Scott Systems Support Manager SourceDirect.com On Nov 9, 2007 3:37 AM, Simon Adams <[EMAIL PROTECTED]> wrote: > Hi chaps, > > I'm using OTRS version 2.2.3 and configuring it to meet our needs. My main > issue at the moment is regarding, what I would call, subfields. What I've > done is to use TicketFreeText1 as 'TicketType' and then TicketFreeText2 as > 'SubTicketType'. For example, for an IT helpdesk for a company, you might > have TicketTypes 'Network Connectivity' and 'Printer Support'. > > Now, you would obviously want the SubTicketTypes to be dependant on what > is selected for TicketType. Is there any way to get OTRS to filter what is > show in the TicketFreeText2 input box dependant on whats in TicketFreeText1? > Ideally I would also then like to add 'FaultType' that is dependant on > 'SubTicketType' and 'SubFaultType', which is dependant on 'FaultType'. So: > > TicketType --> SubTicketType --> FaultType --> SubFaultType > > Many thanks in advance, > > *Simon Adams* > *Parallel - Third time winner of Network Professional of the Year* > > * > Privileged/Confidential Information may be contained in this > message. If you are not the addressee indicated in this message > (or responsible for delivery of the message to such person), you > may not copy or deliver this message to anyone. In such case, you > should destroy this message and kindly notify the sender by reply > email. Please advise immediately if you or your employer do not > consent to Internet email for messages of this kind. Opinions, > conclusions and other information in this message that do not > relate to the official business of Parallel shall be understood > as neither given nor endorsed by it. > Unless agreed otherwise by way of a signed agreement, any business > conducted by Parallel shall be subject to its Standard Terms and > Conditions, which are available upon request. > > > > ___ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/ > ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Default user
Henry, The dropdown box of users only shows the users that have that queue as one of their "My Queues". You can of course click "show all" to select anyone not in that list. You can select the "My Queues" by going to Admin -> users. Josh Scott On 10/29/07, Henry Verbeek <[EMAIL PROTECTED]> wrote: > > Hi All, > > [EMAIL PROTECTED] schreef: > > Hi, > > > > Where can i change the default user when i move a ticket to another > group? > > I have asked this before but until now no answers. > > This mus be posible because i have seen it work but never got the > > change to see where it is changed. > > > > Love to read your possible solutions. > > > Hasn't anyone got any idea? > > -- > Met vriendelijke groet, > Henry Verbeek. > HV2801-RIPE > PGPKEY-0xA9E6B139 > > > > > > ___ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/ > ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
