Re: [otrs] Viewing all tickets via Customer Interface
Hi again chaps, Has anyone actually got this working? I'm starting to think that this may be a limitation of OTRS. If that is the case, can anyone suggest any alternative ways of looking at this issue? Ie is there a way of displaying the current number of locked/open tickets in the customer interface? Or is there a way to have a user with their own CustomerID(Unique) and a shared ID (Not unique) therefore the company tickets view will be populated with all the tickets? Any comments would be appreciated, this is the last thing I have to sort out beofre I deploy it... Thanks, David On Tue, Aug 4, 2009 at 4:28 PM, David Holder david.hol...@gmail.com wrote: Hi, thanks for your reply. 1) should be already sorted, customers have access to their own tickets in a specific queue 2) I would like customers to view tickets that aren't assigned to them, ie I want them to view everything in a queue, regardless of if the tickets belong to them or not Thanks, David On Tue, Aug 4, 2009 at 3:43 PM, IT easyap i...@easyap.com wrote: To have acccess from customer interface to watch tickets there are some requirements 1) the customer user should have access to the queues ( in your case to the queue IT Help Desk ) 2) the ticket must be assigned to the customer ( you can assign for email tickets using a rule in postmaster filter) -- *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *David Holder *Sent:* martes, 04 de agosto de 2009 13:32 *To:* User questions and discussions about OTRS. *Subject:* [otrs] Viewing all tickets via Customer Interface Hi all, I've almost got OTRS running exactly how I need to, due to many long nights and awesome support from the members of this mailing list. I just have one obstacle left before I can deploy this at my workplace. There is a requirement for everyone in the organisation I work for to be able to view ALL the tickets assigned to the IT Help Desk. This is mainly to demonstrate the current workload and where their request is in the queue. I have agents and customers logging in via LDAP. I've noticed that in the customer interface there are sections for MyTickets and CompanyTickets. Is it possible to have CompanyTickets displaying all tickets in a particular queue? if so, can someone please tell me how I go about this? Thanks, 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 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] Viewing all tickets via Customer Interface
Hi all, I've almost got OTRS running exactly how I need to, due to many long nights and awesome support from the members of this mailing list. I just have one obstacle left before I can deploy this at my workplace. There is a requirement for everyone in the organisation I work for to be able to view ALL the tickets assigned to the IT Help Desk. This is mainly to demonstrate the current workload and where their request is in the queue. I have agents and customers logging in via LDAP. I've noticed that in the customer interface there are sections for MyTickets and CompanyTickets. Is it possible to have CompanyTickets displaying all tickets in a particular queue? if so, can someone please tell me how I go about this? Thanks, 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Viewing all tickets via Customer Interface
To have acccess from customer interface to watch tickets there are some requirements 1) the customer user should have access to the queues ( in your case to the queue IT Help Desk ) 2) the ticket must be assigned to the customer ( you can assign for email tickets using a rule in postmaster filter) _ From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David Holder Sent: martes, 04 de agosto de 2009 13:32 To: User questions and discussions about OTRS. Subject: [otrs] Viewing all tickets via Customer Interface Hi all, I've almost got OTRS running exactly how I need to, due to many long nights and awesome support from the members of this mailing list. I just have one obstacle left before I can deploy this at my workplace. There is a requirement for everyone in the organisation I work for to be able to view ALL the tickets assigned to the IT Help Desk. This is mainly to demonstrate the current workload and where their request is in the queue. I have agents and customers logging in via LDAP. I've noticed that in the customer interface there are sections for MyTickets and CompanyTickets. Is it possible to have CompanyTickets displaying all tickets in a particular queue? if so, can someone please tell me how I go about this? Thanks, 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Viewing all tickets via Customer Interface
Hi, thanks for your reply. 1) should be already sorted, customers have access to their own tickets in a specific queue 2) I would like customers to view tickets that aren't assigned to them, ie I want them to view everything in a queue, regardless of if the tickets belong to them or not Thanks, David On Tue, Aug 4, 2009 at 3:43 PM, IT easyap i...@easyap.com wrote: To have acccess from customer interface to watch tickets there are some requirements 1) the customer user should have access to the queues ( in your case to the queue IT Help Desk ) 2) the ticket must be assigned to the customer ( you can assign for email tickets using a rule in postmaster filter) -- *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *David Holder *Sent:* martes, 04 de agosto de 2009 13:32 *To:* User questions and discussions about OTRS. *Subject:* [otrs] Viewing all tickets via Customer Interface Hi all, I've almost got OTRS running exactly how I need to, due to many long nights and awesome support from the members of this mailing list. I just have one obstacle left before I can deploy this at my workplace. There is a requirement for everyone in the organisation I work for to be able to view ALL the tickets assigned to the IT Help Desk. This is mainly to demonstrate the current workload and where their request is in the queue. I have agents and customers logging in via LDAP. I've noticed that in the customer interface there are sections for MyTickets and CompanyTickets. Is it possible to have CompanyTickets displaying all tickets in a particular queue? if so, can someone please tell me how I go about this? Thanks, 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 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/
