Re: [otrs] Queue view
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! > > > - > 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 > -- 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] : Queue view
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 - 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 view
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! - 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 (SOLVED)
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
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
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
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 > > > > > - 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
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 >- 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
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 > - 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 view - cannot see queues without unlocked tickets
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 - 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 subject
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] - 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 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 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] queue view subject
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] - 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 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] 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] - 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] Queue view on Dashboard
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.
-
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 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/
smime.p7s
Description: S/MIME Cryptographic Signature
-
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] Queue view on Dashboard
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.
>
>
>
>
>
> -
> 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 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] Queue view on Dashboard
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.
-
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] Queue view on Dashboard
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.
-
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] Queue view on Dashboard
-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. - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAksjZ+cACgkQvXo8m5PgoXSP0wCeJzWZ+RaIm7o0yNqAvgj4NPMR dFgAnR3fnQ500SfEjiFyHgsKK2oQg2aE =aOvm -END PGP SIGNATURE- - 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] Queue view on Dashboard
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!- 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] Queue View and Ticket Owner
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) - 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] Queue View and Ticket Owner
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
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
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
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
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/
> -
> 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/
> -
> 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.
> --
Re: [otrs] Queue View and Ticket Owner
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/
-
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/
-
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/
Re: [otrs] Queue View and Ticket Owner
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/
-
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] Queue View and Ticket Owner
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. > > -- > > - > 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/ - 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] 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. > > -- > > - > 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/
Re: [otrs] Queue View and Ticket Owner
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 - 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] Queue View and Ticket Owner
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/
Re: [otrs] Queue view issue---BUG?
Hi all, When I added "lock" to Sysconfig->Ticket -> Core::Ticket->Ticket::ViewableLocks: The queue shows all locked and unlocked tickets. But my "LockedTickets" becomes 0. However, when I click it, it shows my locked tickets. I guess this is a bug. Can any body confirm? Thanks. David From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: RE: [otrs] Queue view issueDate: Thu, 27 Nov 2008 15:10:54 -0500 Hi, I have tired below setting,In Sysconfig->Ticket -> Core::Ticket->Ticket::ViewableLocks: I added one more condition 'lock', then all the locked and unlocked tickets are shown in the queue. However, from the agent1 account which locked one ticket, the "LockedTickets" on the top shows nothing. It should be 1 there.Also, when I list the tickets, it doesn't show the owner of the ticket in the right frame,unless I zoom it.Does anyone know how to sovle these issue? Thank you. From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: RE: [otrs] Queue view issueDate: Thu, 27 Nov 2008 12:12:31 -0500 Thanks, Daniel.I tried to click "All tickets", it doesn't work. For example, there are 2 tickets in Queue,tire1-support and one of them is lock by agent1, but from admin account, "All tickets" shows one ticket only. Tickets shown: 1 - Page: 1 - Tickets available: 1 - All tickets: 1 Queues: My Queues (1) - Junk (2) - Tier1-support (1) - Tier2-support (1) David From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: Thu, 27 Nov 2008 17:37:33 +0100Subject: Re: [otrs] Queue view issue There’s an ‘All’ button next to the amount of tickets in the queue. Pressing it displays the locked tickets too. With the subject I don’t know, but there should be a config for the max. subject length. Greez Daniel Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David EcoGesendet: Donnerstag, 27. November 2008 17:33An: otrs mailingBetreff: [otrs] Queue view issue Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David Turn email contacts into buddies, and you could win. Enter today. Messenger wants to send you on a trip. Enter today. _ ___ 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 issue
Hi David. The active queue is displayed in bold. If your example is correct, then you were not viewing the Tier2-support queue but 'My Queues'. The behavior I described is correct and works: 'All tickets' displays all open, new and pending tickets of the queue - locked or not. Sad but true it won't display the locking status and/or owner unless you're zooming in. Could be worth a feature request though. Greez Daniel Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David Eco Gesendet: Donnerstag, 27. November 2008 18:13 An: otrs mailing Betreff: Re: [otrs] Queue view issue Thanks, Daniel. I tried to click "All tickets", it doesn't work. For example, there are 2 tickets in Queue,tire1-support and one of them is lock by agent1, but from admin account, "All tickets" shows one ticket only. Tickets shown: 1 - Page: 1<http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=0&ViewAll=0&Start=1> - Tickets available: 1 - All tickets: 1<http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=0&ViewAll=1> Queues: My Queues (1)<http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=0> - Junk (2)<http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=3> - Tier1-support (1)<http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=2> - Tier2-support (1)<http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=5> David ____ From: [EMAIL PROTECTED] To: otrs@otrs.org Date: Thu, 27 Nov 2008 17:37:33 +0100 Subject: Re: [otrs] Queue view issue There's an 'All' button next to the amount of tickets in the queue. Pressing it displays the locked tickets too. With the subject I don't know, but there should be a config for the max. subject length. Greez Daniel Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David Eco Gesendet: Donnerstag, 27. November 2008 17:33 An: otrs mailing Betreff: [otrs] Queue view issue Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David Turn email contacts into buddies, and you could win. Enter today.<http://www.messengerbuddies.ca/?ocid=BUDDYOMATICENCA22> Messenger wants to send you on a trip. Enter today.<http://www.messengerbuddies.ca/?ocid=BUDDYOMATICENCA21> ___ 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 issue
Hi, I have tired below setting, In Sysconfig->Ticket -> Core::Ticket->Ticket::ViewableLocks: I added one more condition 'lock', then all the locked and unlocked tickets are shown in the queue. However, from the agent1 account which locked one ticket, the "LockedTickets" on the top shows nothing. It should be 1 there. Also, when I list the tickets, it doesn't show the owner of the ticket in the right frame,unless I zoom it. Does anyone know how to sovle these issue? Thank you. From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: RE: [otrs] Queue view issueDate: Thu, 27 Nov 2008 12:12:31 -0500 Thanks, Daniel.I tried to click "All tickets", it doesn't work. For example, there are 2 tickets in Queue,tire1-support and one of them is lock by agent1, but from admin account, "All tickets" shows one ticket only. Tickets shown: 1 - Page: 1 - Tickets available: 1 - All tickets: 1 Queues: My Queues (1) - Junk (2) - Tier1-support (1) - Tier2-support (1) David From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: Thu, 27 Nov 2008 17:37:33 +0100Subject: Re: [otrs] Queue view issue There’s an ‘All’ button next to the amount of tickets in the queue. Pressing it displays the locked tickets too. With the subject I don’t know, but there should be a config for the max. subject length. Greez Daniel Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David EcoGesendet: Donnerstag, 27. November 2008 17:33An: otrs mailingBetreff: [otrs] Queue view issue Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David Turn email contacts into buddies, and you could win. Enter today. Messenger wants to send you on a trip. Enter today. _ ___ 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 issue
Thanks, Daniel. I tried to click "All tickets", it doesn't work. For example, there are 2 tickets in Queue,tire1-support and one of them is lock by agent1, but from admin account, "All tickets" shows one ticket only. Tickets shown: 1 - Page: 1 - Tickets available: 1 - All tickets: 1 Queues: My Queues (1) - Junk (2) - Tier1-support (1) - Tier2-support (1) David From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: Thu, 27 Nov 2008 17:37:33 +0100Subject: Re: [otrs] Queue view issue There’s an ‘All’ button next to the amount of tickets in the queue. Pressing it displays the locked tickets too. With the subject I don’t know, but there should be a config for the max. subject length. Greez Daniel Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David EcoGesendet: Donnerstag, 27. November 2008 17:33An: otrs mailingBetreff: [otrs] Queue view issue Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David Turn email contacts into buddies, and you could win. Enter today. _ ___ 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 issue
There's an 'All' button next to the amount of tickets in the queue. Pressing it displays the locked tickets too. With the subject I don't know, but there should be a config for the max. subject length. Greez Daniel Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David Eco Gesendet: Donnerstag, 27. November 2008 17:33 An: otrs mailing Betreff: [otrs] Queue view issue Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David Turn email contacts into buddies, and you could win. Enter today.<http://www.messengerbuddies.ca/?ocid=BUDDYOMATICENCA22> ___ 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 view issue
Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David _ ___ 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 change
Hi Lars, I was able to enable the status view module and it now appears in the NAV Bar. Thanks for the advise! Is there a way though to customise it to have diferent status view of seperate queues and not all combined? Regards, Pieter Pieter de Vries Project Manager Network Innovations Inc. Web. www.networkinv.com Eml. [EMAIL PROTECTED] GSM AFG +93 (0)798040004 GSM AFG +93 (0)707040007 On 28-Jul-08, at 9:54 AM, Pieter de Vries wrote: Hi Lars, Thank you for the clarification. I just had a look in Admin>Sysconf and statusview is enabled but the tick box is greyed out. I also see no link on the toolbar that says "Statusview". Could this be caused by the fact that we are running OTRS::ITSM on Microsoft Server 2003 as opposed to a Linux distro? I remember reading something about some options not available when running on Microsoft. Regards, Pieter Pieter de Vries Project Manager Network Innovations Inc. Web. www.networkinv.com Eml. [EMAIL PROTECTED] GSM AFG +93 (0)798040004 GSM AFG +93 (0)707040007 On 28-Jul-08, at 9:42 AM, Lars Jørgensen wrote: Den 28/07/2008 kl. 06.14 skrev Pieter de Vries: I will admit that I am new to OTRS and might be missing the point of locked tickets, if so, please point me in the right direction if I have it wrong. It's an easy point to miss. "Locked" means "Somebody is working in this, don't touch it". Think of it as "assigned". Your supervisor needs can be fulfilled if you enable the statusview. Search for it in Admin -> Sysconf. -- 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 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] Queue view change
Hi Lars, Thank you for the clarification. I just had a look in Admin>Sysconf and statusview is enabled but the tick box is greyed out. I also see no link on the toolbar that says "Statusview". Could this be caused by the fact that we are running OTRS::ITSM on Microsoft Server 2003 as opposed to a Linux distro? I remember reading something about some options not available when running on Microsoft. Regards, Pieter Pieter de Vries Project Manager Network Innovations Inc. Web. www.networkinv.com Eml. [EMAIL PROTECTED] GSM AFG +93 (0)798040004 GSM AFG +93 (0)707040007 On 28-Jul-08, at 9:42 AM, Lars Jørgensen wrote: Den 28/07/2008 kl. 06.14 skrev Pieter de Vries: I will admit that I am new to OTRS and might be missing the point of locked tickets, if so, please point me in the right direction if I have it wrong. It's an easy point to miss. "Locked" means "Somebody is working in this, don't touch it". Think of it as "assigned". Your supervisor needs can be fulfilled if you enable the statusview. Search for it in Admin -> Sysconf. -- 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 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] Queue view change
Den 28/07/2008 kl. 06.14 skrev Pieter de Vries: I will admit that I am new to OTRS and might be missing the point of locked tickets, if so, please point me in the right direction if I have it wrong. It's an easy point to miss. "Locked" means "Somebody is working in this, don't touch it". Think of it as "assigned". Your supervisor needs can be fulfilled if you enable the statusview. Search for it in Admin -> Sysconf. -- 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 Support or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Queue view change
Hi All, Please direct me to the correct mailling list if this is the wrong one for my question. Is it possible to change the Queue Viem to show all tickets in a queue and not just the ones which is unlocked? the reason I ask this is for supervisor puposes. We are still in the process of configuring OTRS for our needs and one of the things we have is a supervisor that is in charge of each queue. I would like them to be able to see the all te tickets in a queue even the locked ones. I will admit that I am new to OTRS and might be missing the point of locked tickets, if so, please point me in the right direction if I have it wrong. Regards, Pieter ___ 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] queue view
Thanks! That seemed to work!
On Mon, Jun 2, 2008 at 10:18 PM, Roman Kerschner <[EMAIL PROTECTED]>
wrote:
> Hi Adrian,
>
> I've found a possibility to view all ticket in my queues. It's not the best
> way to edit the modules but it's working for me.
>
> Search the Module-File "AgentTicketQueue.pm" in
> "/usr/share/otrs/Kernel/Modules" (it's on my system there) and edit the
> following line:
>
> $Self->{ViewAll} = $Self->{ParamObject}->GetParam(Param => 'ViewAll') || 0;
>
> to
>
> $Self->{ViewAll} = $Self->{ParamObject}->GetParam(Param => 'ViewAll') ||
> 1;
>
> I've not found a Config parm for "ViewAll" yet, so I changed it directly.
> (Dose somebody know the parm?)
>
> It won't view alls Queues you have, but it will view all tickets in all
> queues where you have "rw" / "ro" rights.
>
> I hope it helps you a bit.
>
> Regards,
>
> Roman
>
>
>
> On Mon, 2 Jun 2008 17:12:26 +0800, "adrian guevara" wrote:
>
> Hi Lars,
>
> Thanks, but that was already enabled. The problem I guess was that the
> tickets were not appearing because the states are all set to 'new' Setting
> them all to open seemed to help. Now, I'd like to see the queue name even if
> there are 0 entries on the queue. would that be possible?
>
> On Mon, Jun 2, 2008 at 3:33 PM, Lars Jørgensen <[EMAIL PROTECTED]> wrote:
>
> Hi Adian,
> Enable StatusView. Search for it in Sysconfig.
> --
> Lars
>
> --
> *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of
> *adrian guevara
> *Sent:* Monday, June 02, 2008 7:30 AM
> *To:* User questions and discussions about OTRS.org
> *Subject:* [otrs] queue view
>
> Hi,
>
> Is there a way to make the queues (and the tickets that fall on them)
> appear persistently on the queue view page? From what I've seen, when a
> ticket in a certain queue is locked, it disappears from the queue itself.
> I'm thinking I can use this so that an agent can see what other agents are
> working on.
>
> Thanks in advance!
>
>
> ___
> 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/
>
>
> Mit freundlichen Grüßen
> Roman Kerschner
>
> ___
> 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] queue view
Hi Adrian,
I’ve found a possibility to view all ticket in my queues.
It’s not the best way to edit the modules but it’s working
for me.
Search the Module-File “AgentTicketQueue.pm” in
“/usr/share/otrs/Kernel/Modules” (it’s on my system
there) and edit the following line:
$Self->{ViewAll} = $Self->{ParamObject}->GetParam(Param =>
'ViewAll') || 0;
to
$Self->{ViewAll} = $Self->{ParamObject}->GetParam(Param =>
'ViewAll') || 1;
I’ve not found a Config parm for "ViewAll" yet, so I changed
it directly. (Dose somebody know the parm?)
It won’t view alls Queues you have, but it will view all
tickets in all queues where you have “rw” /
“ro” rights.
I hope it helps you a bit.
Regards,
Roman
On Mon, 2 Jun 2008 17:12:26 +0800, "adrian guevara" wrote: Hi
Lars,
Thanks, but that was already enabled. The problem I guess was that
the tickets were not appearing because
the states are all set to 'new'
Setting them all to open seemed to help. Now, I'd like to see the
queue name even if there are 0 entries on the queue. would that be
possible?
On Mon, Jun 2, 2008 at 3:33 PM, Lars Jørgensen wrote:
Hi Adian, Enable StatusView. Search for it in Sysconfig.
--Lars
-
From: [EMAIL PROTECTED] [2] [mailto:[EMAIL PROTECTED] [2]]
On Behalf Of adrian guevara
Sent: Monday, June 02, 2008 7:30 AM
To: User questions and discussions about OTRS.org
Subject: [otrs] queue view
Hi,
Is there a way to make the queues (and the tickets that fall on
them) appear persistently on the queue view page? From what I've seen,
when a ticket in a certain queue is locked, it disappears from the
queue itself. I'm thinking I can use this so that an agent can see
what other agents are working on.
Thanks in advance!
___
OTRS mailing list: otrs - Webpage:
http://otrs.org/ [3]
Archive: http://lists.otrs.org/pipermail/otrs [4]
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs [5]
Support or consulting for your OTRS system?
=> http://www.otrs.com/ [6]
Mit freundlichen Grüßen
Roman Kerschner
Links:
--
[1] mailto:[EMAIL PROTECTED]
[2] mailto:[EMAIL PROTECTED]
[3] http://otrs.org/
[4] http://lists.otrs.org/pipermail/otrs
[5] http://lists.otrs.org/cgi-bin/listinfo/otrs
[6] 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] queue view
Hi Lars, Thanks, but that was already enabled. The problem I guess was that the tickets were not appearing because the states are all set to 'new' Setting them all to open seemed to help. Now, I'd like to see the queue name even if there are 0 entries on the queue. would that be possible? On Mon, Jun 2, 2008 at 3:33 PM, Lars Jørgensen <[EMAIL PROTECTED]> wrote: > Hi Adian, > > Enable StatusView. Search for it in Sysconfig. > > > -- > Lars > > -- > *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of > *adrian guevara > *Sent:* Monday, June 02, 2008 7:30 AM > *To:* User questions and discussions about OTRS.org > *Subject:* [otrs] queue view > > Hi, > > Is there a way to make the queues (and the tickets that fall on them) > appear persistently on the queue view page? From what I've seen, when a > ticket in a certain queue is locked, it disappears from the queue itself. > I'm thinking I can use this so that an agent can see what other agents are > working on. > > Thanks in advance! > > > ___ > 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] queue view
Hi Adian, Enable StatusView. Search for it in Sysconfig. -- Lars From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of adrian guevara Sent: Monday, June 02, 2008 7:30 AM To: User questions and discussions about OTRS.org Subject: [otrs] queue view Hi, Is there a way to make the queues (and the tickets that fall on them) appear persistently on the queue view page? From what I've seen, when a ticket in a certain queue is locked, it disappears from the queue itself. I'm thinking I can use this so that an agent can see what other agents are working on. Thanks in advance! ___ 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] queue view
Hi, Is there a way to make the queues (and the tickets that fall on them) appear persistently on the queue view page? From what I've seen, when a ticket in a certain queue is locked, it disappears from the queue itself. I'm thinking I can use this so that an agent can see what other agents are working on. Thanks in advance! ___ 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] Queue View Problems
I’ve had a couple of tickets today that show the text of the owner change notification when in the queue view. If I zoom to the ticket, it looks fine. Anyone else experience this? Any idea why or how to correct it? I have several other tickets that are fine. Thanks, Joe Fusco ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Queue View - can it show the last action time?
Hi, I new am new to OTRS as wellbut i believe i saw that capability in the "history" tab under queue view. _Thanks Richard --- "Peake, Jeremy" <[EMAIL PROTECTED]> wrote: > I am new to OTRS, coming over from RT. When I look > at a queue in RT, it > shows a list of tickets, the last time a help desk > person sent a note to > the ticket originator, and the last time the ticket > originator sent a > response back. This is handy to quickly see which > tickets the user has > sent a follow up to. Or if a user has responded to > the help desk's > request for more info. Can OTRS show this info on > the Queue View screen? > > Thanks > Jeremy > ___ > 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 oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > __ Yahoo! DSL Something to write home about. Just $16.99/mo. or less. dsl.yahoo.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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Queue View - can it show the last action time?
I am new to OTRS, coming over from RT. When I look at a queue in RT, it shows a list of tickets, the last time a help desk person sent a note to the ticket originator, and the last time the ticket originator sent a response back. This is handy to quickly see which tickets the user has sent a follow up to. Or if a user has responded to the help desk's request for more info. Can OTRS show this info on the Queue View screen? Thanks Jeremy ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] OTRS Queue View outside of OTRS
On 10/27/05, Roberto Giana <[EMAIL PROTECTED]> wrote: > I wrote once some some simple scripts, which showed how many (open) > tickets are in a queue, how many in which state and so on... Also wrote > a script for extracting customer name, ticket subject and sending it > with sms_client for paging ticket owners using a generic agent. > It should be easy to combine both in a simple add-on script for > displaying the infos. I can't speak for anyone else, but this script sounds intersting - any chance you could pass a URL to the list? (I've seen a few "I've got this patch that does X, email me if interested" posts on the list - I'd second the suggestion of a user-contrib section for OTRS, or just have people email their contributions to the list) ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Re: OTRS Queue View outside of OTRS
A "non-supported" add in/script repository on OTRS.org would be preferred. This would keeps the devs from having to worry about issues, but keep one site for all OTRS info. I would take a separate site over nothing though. I know for asterisk PBX, there is a WIKI that anyone can contribute to, comment on and tweak config references and scripts. http://www.voip-info.org/wiki/ It has been very helpful. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. ---- --- - - - -- - - -- - - - --- - -- - - --- - - -- - -- -- - -- "Pim Rupert (Lemonbit)" <[EMAIL PROTECTED]> wrote in message news:[EMAIL PROTECTED] > Roberto Giana: > >> I wrote once some some simple scripts, which showed how many (open) >> tickets are in a queue, how many in which state and so on... Also wrote >> a script for extracting customer name, ticket subject and sending it >> with sms_client for paging ticket owners using a generic agent. >> It should be easy to combine both in a simple add-on script for >> displaying the infos. > > Speaking about scripts, isn't there a user contributed OTRS scripts/ stuff > repository/website? > > -- > kind regards, > Pim Rupert > Lemonbit Internet > > ___ > 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 oder Consulting für Ihr OTRS System? > => http://www.otrs.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] OTRS Queue View outside of OTRS
Hi, What did you write the scripts in? I'm running otrs under red hat, but am somewhat of a linux newbie. The possibilities seem endless for setting something like this up - I'd like to hear the details. Regards, Charles -- Charles Lambrecht Manager - Computer Operations [EMAIL PROTECTED] (865) 974-5742 University of TN College of Veterinary Medicine "Knowledge, Compassion, Discovery" -- Roberto Giana <[EMAIL PROTECTED]> Sent by: [EMAIL PROTECTED] 10/26/2005 11:05 AM Please respond to "User questions and discussions about OTRS.org" To "User questions and discussions about OTRS.org" cc Subject Re: [otrs] OTRS Queue View outside of OTRS Hi I wrote once some some simple scripts, which showed how many (open) tickets are in a queue, how many in which state and so on... Also wrote a script for extracting customer name, ticket subject and sending it with sms_client for paging ticket owners using a generic agent. It should be easy to combine both in a simple add-on script for displaying the infos. Charles G Lambrecht/HOSPOPS/VET/UTIA wrote: >I would like to a present a view of a queue without logging in to OTRS. > >For example, the current (open ticket) view of the PC Support Work queue >available for browsing on the intranet. > >Has anyone done this and how so? > >I'm thinking a sql statement embedded in a page somewhere... > >Regards, >Charles >-- >Charles Lambrecht >Manager - Computer Operations >[EMAIL PROTECTED] (865) 974-5742 >University of TN College of Veterinary Medicine >"Knowledge, Compassion, Discovery" >-- > > >___ >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 oder Consulting für Ihr OTRS System? >=> http://www.otrs.de/ > > >. > > > -- Best regards Roberto Giana _ https://www.giaroco.ch/ _ ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] OTRS Queue View outside of OTRS
Roberto Giana: I wrote once some some simple scripts, which showed how many (open) tickets are in a queue, how many in which state and so on... Also wrote a script for extracting customer name, ticket subject and sending it with sms_client for paging ticket owners using a generic agent. It should be easy to combine both in a simple add-on script for displaying the infos. Speaking about scripts, isn't there a user contributed OTRS scripts/ stuff repository/website? -- kind regards, Pim Rupert Lemonbit Internet ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] OTRS Queue View outside of OTRS
Hi I wrote once some some simple scripts, which showed how many (open) tickets are in a queue, how many in which state and so on... Also wrote a script for extracting customer name, ticket subject and sending it with sms_client for paging ticket owners using a generic agent. It should be easy to combine both in a simple add-on script for displaying the infos. Charles G Lambrecht/HOSPOPS/VET/UTIA wrote: I would like to a present a view of a queue without logging in to OTRS. For example, the current (open ticket) view of the PC Support Work queue available for browsing on the intranet. Has anyone done this and how so? I'm thinking a sql statement embedded in a page somewhere... Regards, Charles -- Charles Lambrecht Manager - Computer Operations [EMAIL PROTECTED] (865) 974-5742 University of TN College of Veterinary Medicine "Knowledge, Compassion, Discovery" -- ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ . -- Best regards Roberto Giana _ https://www.giaroco.ch/ _ ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] OTRS Queue View outside of OTRS
Op 26 okt 2005, om 16:29 heeft Charles G Lambrecht/HOSPOPS/VET/UTIA het volgende geschreven: I'm thinking a sql statement embedded in a page somewhere... Yeah, you can use MySQL queries... if only there was a good documentation on the OTRS database... -- kind regards, Pim Rupert Lemonbit Internet ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] OTRS Queue View outside of OTRS
I would like to a present a view of a queue without logging in to OTRS. For example, the current (open ticket) view of the PC Support Work queue available for browsing on the intranet. Has anyone done this and how so? I'm thinking a sql statement embedded in a page somewhere... Regards, Charles -- Charles Lambrecht Manager - Computer Operations [EMAIL PROTECTED] (865) 974-5742 University of TN College of Veterinary Medicine "Knowledge, Compassion, Discovery" -- ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] queue view sorting
Christopher, Sweet. That's exactly what I was looking for. Thank you! -Jeff -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Christopher Kuhn Sent: Friday, October 07, 2005 1:34 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] queue view sorting Jeff Baughn wrote: Is there any way to reverse the listing order in the Queue View, so that the newest tickets are listing first, oldest last? I looked in the Defaults.pm config file and couldn't find anything. 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ Hi Jeff, assuming you use OTRS 2.x: Via the SysConfig in your Admin Interface you have to alter the value of Ticket::Frontend::QueueSortDefault: under Ticket -> Frontend::Agent::Ticket::ViewQueue. This way you can modify your default sort order. Have a nice weekend! Christopher Kuhn -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] queue view sorting
Jeff Baughn wrote: > Is there any way to reverse the listing order in the Queue View, so that the > newest tickets are listing first, oldest last? I looked in the Defaults.pm > config file and couldn't find anything. > > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ Hi Jeff, assuming you use OTRS 2.x: Via the SysConfig in your Admin Interface you have to alter the value of Ticket::Frontend::QueueSortDefault: under Ticket -> Frontend::Agent::Ticket::ViewQueue. This way you can modify your default sort order. Have a nice weekend! Christopher Kuhn -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] queue view sorting
Is there any way to reverse the listing order in the Queue View, so that the newest tickets are listing first, oldest last? I looked in the Defaults.pm config file and couldn't find anything. 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Queue View
Hi Guys, I am trying to create a new page that I can log into that only shows all the queues fully expanded and still does the config defined refresh every X mins. What I am wanting to do is put an active element on my windows desktop so I can monitor the number of request in queues and yell at the appropriate person if the numbers start to go up too much. Something like this : Queue: My Queues Tickets shown: 0 - Page: - Tickets available: 0 - All tickets: Queues : My Queues(0) - Queue 1 (x) - Queue 2 (x) etc etc. Could someone who understands the php ui stuff possibly point me in the right direction? I presume I need to create a new 'event' something along the lines of : http://url/otrs-cgi/monitorview.pl - However I have no idea, where I would do this, or what to base it on. I then assume that I would need to add something to Output/HTML/theme that this file would use, but again I am a little lost. Any help, tips, points much appreciated. Regards. --Henry Carpenter Clawson aka 'H' ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Queue View
Hi was inquiring installed the redeemer program but having trouble like me the admin would like to see all the tickets in the respective queues where can I do it from otherwise it's a kool software Thanks in advance Ronny -- *** / ''We can't become what we need to be by remaining what we are''\ \ ,, ,,/ *** ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Queue View: Showing locked tickets.
On Friday, June 25, 2004 8:19 PM
D. Ryan Spott <[EMAIL PROTECTED]> wrote:
> I am obviously very dense here. I scrounged all around looking to see
> how I could make locked tickets show up in the general queue instead
> of being hidden. What change should I make to make this happen?
Set
$Self->{ViewableLocks} = ["'lock'", "'unlock'", "'tmp_lock'"];
You're rendering your mailbox unuseful thereby.
hth,
Robert Kehl
--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
RE: [otrs] Queue View: Showing locked tickets.
Robert,
I am obviously very dense here. I scrounged all around looking to see how I
could make locked tickets show up in the general queue instead of being
hidden. What change should I make to make this happen?
My boss is adamant that we be able to see all tickets regardless of status,
all the time.
Thanks!
ryan
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> Robert Kehl
> Sent: Tuesday, June 22, 2004 1:09 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Queue View: Showing locked tickets.
>
> On Friday, June 18, 2004 7:57 PM
> D. Ryan Spott <[EMAIL PROTECTED]> wrote:
> > My supervisor would like to know how we can view "locked" tickets in
> > the queue view and zoom view for all agents.
> > Is this a setting I somehow missed?
>
> Yes and no.
>
> We designed -or better: pre-configured OTRS so that it only displays a
> certain type of tickets. This is determined by these setting:
>
> # ViewableLocks
> # default: ["'unlock'", "'tmp_lock'"]
> $Self->{ViewableLocks} = ["'unlock'", "'tmp_lock'"];
>
> # ViewableStateType
> # (see http://yourhost/otrs/index.pl?Action=AdminState -> StateType)
> $Self->{ViewableStateType} = ['new', 'open', 'pending reminder',
> 'pending auto'];
>
> Another way is to use the search utility. You cannot search for locks
> explicitly, but the utility spits out locked tickets nonetheless.
>
> hth,
>
> Robert Kehl
>
> --
> ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
> http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
>
> ___
> 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 oder Consulting für Ihr OTRS System?
> => http://www.otrs.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
Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
Re: [otrs] Queue View: Showing locked tickets.
On Friday, June 18, 2004 7:57 PM
D. Ryan Spott <[EMAIL PROTECTED]> wrote:
> My supervisor would like to know how we can view "locked" tickets in
> the queue view and zoom view for all agents.
> Is this a setting I somehow missed?
Yes and no.
We designed -or better: pre-configured OTRS so that it only displays a
certain type of tickets. This is determined by these setting:
# ViewableLocks
# default: ["'unlock'", "'tmp_lock'"]
$Self->{ViewableLocks} = ["'unlock'", "'tmp_lock'"];
# ViewableStateType
# (see http://yourhost/otrs/index.pl?Action=AdminState -> StateType)
$Self->{ViewableStateType} = ['new', 'open', 'pending reminder',
'pending auto'];
Another way is to use the search utility. You cannot search for locks
explicitly, but the utility spits out locked tickets nonetheless.
hth,
Robert Kehl
--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
Re: [otrs] Queue View: Showing locked tickets.
Yes, such a feature is not available, or at least I am just another person who can not find it. However you can change the SQL query for ticketview to remove the filtering of unlocked tickets. On Friday 18 June 2004 20:57, D. Ryan Spott wrote: > I am using OTRS v1.2.3 to support many clients. > > My supervisor would like to know how we can view "locked" tickets in the > queue view and zoom view for all agents. > > Is this a setting I somehow missed? > > Thanks! > > ryan > > ___ > 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 oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ -- Best regards, Teodor Georgiev Information Services Plc. Tel : +359 2 96562008 Mobile: +359 887 508989 ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Queue View: Showing locked tickets.
I am using OTRS v1.2.3 to support many clients. My supervisor would like to know how we can view "locked" tickets in the queue view and zoom view for all agents. Is this a setting I somehow missed? Thanks! ryan ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] Queue view question
Thanks for all the hard work! -Original Message- From: Martin Edenhofer [mailto:[EMAIL PROTECTED] Sent: Monday, March 03, 2003 2:18 AM To: [EMAIL PROTECTED] Subject: Re: [otrs] Queue view question Hi Jake, On Thu, Feb 27, 2003 at 10:02:02AM -0500, Covert, Jake wrote: > How can I see all of the tickets are in a given queue, even if I don't own > them all. I have queue "Computer Lab", with 10 tickets. 3 are assigned to > one tech, 4 to another and the rest to a third technician. > > If I click on [queue view] I only see the 'New' ones. I'd like to see all > open tickets though based by queue. Use the "Ticket Status" for this. Utilities -=> Ticket Status (sort by queue). > - > Jake Covert Martin -- Martin Edenhofer - - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier ___ 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] Queue view question
Hi Jake, On Thu, Feb 27, 2003 at 10:02:02AM -0500, Covert, Jake wrote: > How can I see all of the tickets are in a given queue, even if I don't own > them all. I have queue "Computer Lab", with 10 tickets. 3 are assigned to > one tech, 4 to another and the rest to a third technician. > > If I click on [queue view] I only see the 'New' ones. I'd like to see all > open tickets though based by queue. Use the "Ticket Status" for this. Utilities -=> Ticket Status (sort by queue). > - > Jake Covert Martin -- Martin Edenhofer - - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier ___ 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 view question
How can I see all of the tickets are in a given queue, even if I don't own them all. I have queue "Computer Lab", with 10 tickets. 3 are assigned to one tech, 4 to another and the rest to a third technician. If I click on [queue view] I only see the 'New' ones. I'd like to see all open tickets though based by queue. Any thoughts? - Jake Covert - ___ 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
