[otrs] How can i hide waiting tickets in my Queues?
Hello List, i sometimes have to put my tickets on wait for more than a few weeks. They all sit in my own queue now and make it messi. How can i hide tickets with the waiting status? Cheers, Mario - 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] OTRS Development Community - is there one?
Hello List, i am trying to add some features to OTRS since a few days. Since i am new to OTRS i am having a hard time going through the code. However, i almost did it and need some help. The d...@otrs.org Mailing List seems to be pretty dead. Where can i go with questions regarding to the otrs source code? I would maybe also like some to review the code so that i can commit it to the community. This is about adding a manditory customer field to a few pages. Cheers, Mario - 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] Make CustomerID a mandatory field
Hello List, can i make the CustomerID Field mandatory? Is there a way to display the CustomerID Field if composing an e-mail reply? Right now i have the TimeUnit and CustomerID Field only in AgentTicketEmail but not in AgentTicketCompose Thanks, Mario ___ 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] Ticket Type - can not choose ticket type on reply
Hello List, we usually get tickets by email. Unfortunatelly you can not choose a ticket type when replying ti an email. Why is this? Is there a way to enable this? Right now i can only choose a ticket type if i create a ticket myself. Thanks, Mario ___ 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] How to define Timeunits and Ticket Type as mandatory fields
Hello List, how can i define the time units and the ticket type as mandatory fields? I want that those are ALWAYS filled out when submitting a ticket. Thanks, Mario ___ 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] How to categorize Tickets - Analyze spent time on categories
Hi Daniel, the Ticket-Type works well for us...BUT when an email comes in and i write an reply over the otrs gui, then i can not select the ticket type. Therefore the ticket will never get a type?! Cheers, Mario Obee, Daniel wrote: Hi Mario There are different ways to categorize tickets: - the easiest and most common: Use different queues - the typical: use ticket type to define the category - the most complex and deepest: define a set of freefields that hold the categories and maybe subcategories Time accounting is a little tricky if not done by hand (leave the work time in the ticketfreetime). The problem is a non-OTRS problem: How do I avoid measuring time in which the ticket was open but waited for input from an employee who sat in a meeting next door? Greets Daniel -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von m...@bortal.de Gesendet: Donnerstag, 18. Dezember 2008 15:49 An: otrs@otrs.org Betreff: [otrs] How to categorize Tickets - Analyze spent time on categories Hello List, i would like to "Categorize" my tickets in order to find out how much time we spend on Ticket Categories. E.g. i want to know how much time we spend with Network-Support, Development or Telephone Calls. Is there a way to put Tickets into categories an then analyze how much time we spent on it? (in order to see where the fricking time is going ;) Cheers, Mario ___ 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] How to categorize Tickets - Analyze spent time on categories
Hello List, i would like to "Categorize" my tickets in order to find out how much time we spend on Ticket Categories. E.g. i want to know how much time we spend with Network-Support, Development or Telephone Calls. Is there a way to put Tickets into categories an then analyze how much time we spent on it? (in order to see where the fricking time is going ;) Cheers, Mario ___ 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
