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 jk4059...@gmail.com: 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
[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
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 and Permission
Good evening ,everyone! I have a new problem. When I configured queue-group-role，I found that agent can move the ticket into any queue ,but they can not see all of the queues from dropdown to queue in new phone ticket. I check the role-group,agent have RO and MOVE INTO right .I am puzzled,can not see but can move into .why? My otrs itsm version is 3.3.7 - 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 versus Subqueue versus All in one queue
Web: CustomerGroups, customers members of groups that belongs to the queues they have access to. (Each Queue has a group. Each agent can be members of multiple groups. Remove Queue from users group. Email: PostmasterFilter. On Wed, Feb 5, 2014 at 12:36 PM, Leah Kelly lke...@tenstreet.com wrote: Thank you everybody, this helps a lot! I appreciate your answer Gerald, this clears things up for me regarding the differences between the configuration set-ups. Thanks! I have decided to keep the parent Client Services, with each AM as a child (subqueue). This is because most requests are made to specific AMs as they are their POC. The next questions would be, is there a way to filter the generic requests that are made to the parent (support@) into the AM who represents them? Sometimes clients don't know who their AM is, so they just write to the generic box. It would be nice to push that client to the AMs queue so the appropriate AM could handle their client. I was thinking we could do it based on domain names, can anybody think of a better more efficient way? Thanks again! - 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 versus Subqueue versus All in one queue
Thank you everybody, this helps a lot! I appreciate your answer Gerald, this clears things up for me regarding the differences between the configuration set-ups. Thanks! I have decided to keep the parent Client Services, with each AM as a child (subqueue). This is because most requests are made to specific AMs as they are their POC. The next questions would be, is there a way to filter the generic requests that are made to the parent (support@) into the AM who represents them? Sometimes clients don’t know who their AM is, so they just write to the generic box. It would be nice to push that client to the AMs queue so the appropriate AM could handle their client. I was thinking we could do it based on domain names, can anybody think of a better more efficient way? Thanks again! - 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 versus Subqueue versus All in one queue
I am wondering if individuals possibly shouldn?t have queues, maybe queues are meant more for a process or a department. Any insight would be My two cents worth: OTRS (or any ticket system) exists to make our work more efficient, of course. So, IMHO, it should be configured to reflect your business processes. We have queues that correspond to major functions happening within the workflow. The decision for me is what will minimize the amount of change (work) manipulating OTRS itself instead of doing the business work directly. Much of my input about that comes from the Agents themselves telling me what will make their life easier. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) Your Random Historical Quote: I enter upon the discharge of the high duties which have been assigned me by the people, again humbly supplicating that Divine Being who has watched over and protected our beloved country from its infancy to the present hour to continue His gracious benedictions upon us, that we may continue to be a prosperous and happy people. - James Knox Polk, Inaugural Address, March 4, 1845 - 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 versus Subqueue versus All in one queue
Just how we are working it in our organization. We considered having one user per queue, but since our practices are more geared toward teams, we opted for separate queues for those different processes. It also allows for reporting on issue types. For example, we have queues for Login and Access Rights, Printing, Phone/Fax Issues, etc. Under the Websites queue, we created several sub-queues labeled by the particular web service (www.xxx.comhttp://www.xxx.com, www.yyy.comhttp://www.yyy.com, etc.) so that developers could track time spent for each separate business unit (each business unit has their own websites). With the mechanism above, I can assign multiple agents per queue. All agents are notified when a ticket arrives in their queue. The first one to open it is assigned the ticket. They can assign it to a different agent, but it is tracked that they saw the issue and passed on it. This enables us to reliable monitor ticket flow and where we need to focus on training. There is one major queue that overrides all others. That queue is monitored by my Level I to Level III support team when time permits. They perform triage on all tickets and assign them to the proper queues. End users can also select their own queue, but they seldom go that extra step. Hope this helps give you some ideas. Marty From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Mike Morris Sent: Tuesday, February 4, 2014 3:37 PM To: otrs@otrs.org Subject: Re: [otrs] Queue versus Subqueue versus All in one queue I am wondering if individuals possibly shouldn?t have queues, maybe queues are meant more for a process or a department. Any insight would be My two cents worth: OTRS (or any ticket system) exists to make our work more efficient, of course. So, IMHO, it should be configured to reflect your business processes. We have queues that correspond to major functions happening within the workflow. The decision for me is what will minimize the amount of change (work) manipulating OTRS itself instead of doing the business work directly. Much of my input about that comes from the Agents themselves telling me what will make their life easier. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) Your Random Historical Quote: I enter upon the discharge of the high duties which have been assigned me by the people, again humbly supplicating that Divine Being who has watched over and protected our beloved country from its infancy to the present hour to continue His gracious benedictions upon us, that we may continue to be a prosperous and happy people. - James Knox Polk, Inaugural Address, March 4, 1845 - 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 versus Subqueue versus All in one queue
It does help, thank you for that. Would anybody else have any input on the primary differences between these three set-ups, and why one would use them? Thank you for any guidance! The manual doesn’t go into it at all. I am wondering if individuals possibly shouldn’t have queues, maybe queues are meant more for a process or a department. Any insight would be appreciated! Thanks, Leah - 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 versus Subqueue versus All in one queue
Hello Leah, Likewise i cannot comment on what might be best, but i can share what I am using Queues for. We have mainly use Queues to control response times, and all agents have access to all queues. Queues: *Support* (main queue with escalation times set and uses the survey module to send surveys when tickets are closed) *Inquiry* (basically a non-support queue that has no escalation times and does not send surveys when tickets are closed) *Spam* (queue that users can send spam emails into *Delete* (queue that admin can use to delete tickets that were in the spam queue) We had thought about breaking the support queue into sub queues but the need never really arose for us. But i think a general guideline would be to use a new queue when one of the queue-related configurations needs to be different. This would include queue permissions, response templates, escalation times, etc. I hope that helps you as you work on your design. Regards, David On Mon, Feb 3, 2014 at 10:09 AM, Leah Kelly lke...@tenstreet.com wrote: It does help, thank you for that. Would anybody else have any input on the primary differences between these three set-ups, and why one would use them? Thank you for any guidance! The manual doesn’t go into it at all. I am wondering if individuals possibly shouldn’t have queues, maybe queues are meant more for a process or a department. Any insight would be appreciated! Thanks, Leah - 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 versus Subqueue versus All in one queue
@Leah, each AM has his own queue not a bad idea (AM = agent), but only if it's the *agent* the customer needs, not the task (that multiple agents can address). Developers are in a subqueue In practical terms, subqueue is identical to root queue with the major (sole?) difference being whether the queue has a parent. It works okay when nobody has taken ownership yet. But if somebody has, you have to change yourself to the owner, then move it back to the person's queue, and then the next person has to do the same thing. Surely there's a simpler solution. Don't forget to unlock on queue move. (SysConfig setting). This might, in itself, help a bunch. can somebody tell me what the main advantages/benefits are of each of the three configurations (one person per queue, many people in one queue, and many subqueues (each with one person in them) within one queue)? one person per queue = segregation of tickets. Note that I'll repeatedly say that a queue is a Hat in which the ticket sits. My usual description of a queue is the [types of] agent[s] who is/are able to service a request. If a customer has a dedicated CSR, for instance, it makes sense that a ticket should be directed to that CSR (this is not a customer based queue, which is not optimal, in my opinion). many agents in one queue = minimal hassle to get a task submitted by customer. The customer chooses a type of task (Queue) to be handled, and random agent who is able to handle that task can lock the ticket and work on it. No need to really shuffle the ticket between queues unless using tiers of agents, which leads to ... subqueues... Which are basically queues with parents as labels. In *general*, there is no inheritance, no particular other benefit, but can be used for your own reporting. In my opinion, unless you're using something like Location (or, maybe, Language) as your master queue and then agents or departments/tasks as subqueues, (or, then agents as subqueues of departments/tasks), you may find that a bunch of agents as root queues (no parents) suffices for your needs. Note that a bunch of queues means a customer may need to sift through them in web submission unless ACLs or group membership applies to the customer. On Mon, Feb 3, 2014 at 10:09 AM, Leah Kelly lke...@tenstreet.com wrote: It does help, thank you for that. Would anybody else have any input on the primary differences between these three set-ups, and why one would use them? Thank you for any guidance! The manual doesn't go into it at all. I am wondering if individuals possibly shouldn't have queues, maybe queues are meant more for a process or a department. Any insight would be appreciated! Thanks, Leah - 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 versus Subqueue versus All in one queue
Hello, I am considering a setup change, but would really like good examples of clients having their own individual queue, versus having a subqueue of another main queue, versus just everybody being in the same queue. We are a small software company (20) - the people in OTRS are Account Managers (AM) and Developers (D). The AMs each have specific clients, but also need to answer questions from any other randoms that come in. For example, a client of Marlene’s could write to marl...@company.com, or supp...@company.com. Marlene would answer her queue, and anybody (including Marlene) could answer when they wrote to support. In other words, all AMs can answer customers who write to the generic support mailbox. Right now I have OTRS set up so each AM has their own queue (never mind why I did it this way, it’s irrelevant). They also check the Support queue. As their ‘Favorite Queues’ in their settings, the AM selects both their own personal queue and the Support queue. Developers are in a subqueue. (I did this to experiment to see if one was better than the other, but I never really figured it out.) The way we work, is that when somebody gets a client request, often it will need to involve several steps between AMs and Ds. We want to be able to get a ticket, read the request, write a note to the appropriate person, then move it to an appropriate queue. When that person is done with their part, they write a note and move it back to the other person’s queue to let them know it’s complete so they can tell the customer and close the ticket. Many times there are more than just two people involved. We want the AM to get the ticket first though, because they are the POC and owner of the account. It works okay when nobody has taken ownership yet. But if somebody has, you have to change yourself to the owner, then move it back to the person’s queue, and then the next person has to do the same thing. Surely there’s a simpler solution. Which is why I think I should change the set up - can somebody tell me what the main advantages/benefits are of each of the three configurations (one person per queue, many people in one queue, and many subqueues (each with one person in them) within one queue)? Sorry I am just an OTRS ignoramus. Thank you for your time. And I really appreciate your insight. I am really trying to and want to learn! L - 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 versus Subqueue versus All in one queue
Hi Leah, I cannot give you a complete report of the (dis)advantages of all possible set-ups. Others here might be able to do so. But I can tell you how we set it up: - We have one queue for all requests. - Tickets are assigned to agents. - All agents are allowed to update all tickets. - If an update from a different agent is necessary, either the ownership is pushed to this agent, or the agent receives a notification that his assistance is requested. - All agents can change ownership of the tickets to a collegue, who then sees it in 'my tickets' which is an overview of all locked tickets of the same owner. - Agents can mark a ticket as 'follow', in which case an icon is added with a star, indicating the number of followed tickets with unseen updates. Hope this helps, Sander - 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 name internationalization
Queue names are not UI texts so they are not coverable by OTRS' internationalization mechanism. Only pre-determined texts, shows in various pages are translatable. If what you want is a queue with different names for customers speaking different languages, then you can approach this problem differently. Create multiple queues for the same topic, each one for a different language. e.g. [EN] Product Support [ES[ Soporte de producto [DE] Produkt-Support You can optionally group these queues as subqueues under a topical queue or under the [EN] queue. Having different queues is logical because you would have different agents handling each one, unless all your agents can speak all the languages you support. There are other reasons to go with this multiple-queue approach, such as the impossibility to internationalize automated notifications sent by OTRS. On Tue, Dec 17, 2013 at 11:52 AM, Gergely Polonkai gerg...@polonkai.euwrote: Hello, is it possible to internationalize queue names, CI categories, etc.? Best, Gergely - 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 names do not appear in the 'From Queue' New Email/Phone ticket, instead shows ''
I am not sure I understand. I know about access lists, but you are telling me just to create an new email ticket or phone ticket, you have to write a script? I would think this would just be standard in the installation - every agent should be able to create an email and see their name in the drop down. I’m not sure how to do this, can you help me get started, or supply more information please? Thank you, Leah - 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 names do not appear in the 'From Queue' New Email/Phone ticket, instead shows ''
I believe you have to start by going into FrontEnd::Admin::ModuleRegistration or FrontEnd::Agent::ModuleRegistration and reload all of you js That sounds like you are having javascript issues. Did you validate the web browser you are using is supported and do you have js enabled? Regards 2014/1/1 Leah Kelly lke...@tenstreet.com Hello, I am the admin for a relatively new OTRS 3.3.1 install, and have ran into an odd problem which I have not been able to remedy or find a solution for online. It could have been that I changed something, though I cannot find what it would have been. Here’s my problem: When creating a new email or phone ticket, the 'From Queue' drop-down is filled with a list of “”s. Each “ corresponds to a specific queue - whereupon after selecting any given “, you can then select an agent in the ‘Owner’ drop-down who is a member of that queue. The only way to find your queue is to select a “” and then see if your name is in the ‘Owner’ drop-down - thiis is currently the only way we can create a new email/phone ticket. The agents have to search through the “ each time until they find their name in the Owner drop-down. I can’t figure any way out to get my queues listed in this drop-down. I have searched and searched through the SysConfig files, but to no avail. Can anybody help? Subsequently, I would love to find a way for the ‘From Queue’ and the ‘Owner’ drop-downs default to whatever agent is signed in, just to save them these two steps. Thank you to anybody who can help in any way. Leah Kelly - 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 -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - 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 names do not appear in the 'From Queue' New Email/Phone ticket, instead shows ''
Yes, the browser is javascript-enabled, thanks. I also tried to reload all the javascript in FrontEnd::Agent::ModuleRegistration and for Admin even. I still only see the list of . Anything else I can try? Thank you so much! - 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 names do not appear in the 'From Queue' New Email/Phone ticket, instead shows ''
Hello, I am the admin for a relatively new OTRS 3.3.1 install, and have ran into an odd problem which I have not been able to remedy or find a solution for online. It could have been that I changed something, though I cannot find what it would have been. Here’s my problem: When creating a new email or phone ticket, the 'From Queue' drop-down is filled with a list of “”s. Each “ corresponds to a specific queue - whereupon after selecting any given “, you can then select an agent in the ‘Owner’ drop-down who is a member of that queue. The only way to find your queue is to select a “” and then see if your name is in the ‘Owner’ drop-down - thiis is currently the only way we can create a new email/phone ticket. I can’t figure any way out to get my queues listed in this drop-down. How do I do this? I have searched and searched through the SysConfig files, but to no avail. Can anybody help? Subsequently, I would love to find a way for the ‘From Queue’ and the ‘Owner’ drop-downs default to whatever agent is signed in, just to save them these two steps. Thank you to anybody who can help in any way. Leah Kelly - 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 names do not appear in the 'From Queue' New Email/Phone ticket, instead shows ''
Hello, I am the admin for a relatively new OTRS 3.3.1 install, and have ran into an odd problem which I have not been able to remedy or find a solution for online. It could have been that I changed something, though I cannot find what it would have been. Here’s my problem: When creating a new email or phone ticket, the 'From Queue' drop-down is filled with a list of “”s. Each “ corresponds to a specific queue - whereupon after selecting any given “, you can then select an agent in the ‘Owner’ drop-down who is a member of that queue. The only way to find your queue is to select a “” and then see if your name is in the ‘Owner’ drop-down - thiis is currently the only way we can create a new email/phone ticket. The agents have to search through the “ each time until they find their name in the Owner drop-down. I can’t figure any way out to get my queues listed in this drop-down. I have searched and searched through the SysConfig files, but to no avail. Can anybody help? Subsequently, I would love to find a way for the ‘From Queue’ and the ‘Owner’ drop-downs default to whatever agent is signed in, just to save them these two steps. Thank you to anybody who can help in any way. Leah Kelly - 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 names do not appear in the 'From Queue' New Email/Phone ticket, instead shows ''
Hi All, I have read your issue regarding to mentioned below, So you need to create an Access List to categorize each queue which belong to and has its Agent. Yousef Hamad -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Leah Kelly Sent: Wednesday, January 1, 2014 10:08 PM To: otrs@otrs.org Subject: [otrs] Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '' Hello, I am the admin for a relatively new OTRS 3.3.1 install, and have ran into an odd problem which I have not been able to remedy or find a solution for online. It could have been that I changed something, though I cannot find what it would have been. Here's my problem: When creating a new email or phone ticket, the 'From Queue' drop-down is filled with a list of s. Each corresponds to a specific queue - whereupon after selecting any given , you can then select an agent in the 'Owner' drop-down who is a member of that queue. The only way to find your queue is to select a and then see if your name is in the 'Owner' drop-down - thiis is currently the only way we can create a new email/phone ticket. The agents have to search through the each time until they find their name in the Owner drop-down. I can't figure any way out to get my queues listed in this drop-down. I have searched and searched through the SysConfig files, but to no avail. Can anybody help? Subsequently, I would love to find a way for the 'From Queue' and the 'Owner' drop-downs default to whatever agent is signed in, just to save them these two steps. Thank you to anybody who can help in any way. Leah Kelly - 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 name internationalization
Hello, is it possible to internationalize queue names, CI categories, etc.? Best, Gergely - 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 iga3...@yahoo.com 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 carlos.rodrig...@otrs.com *Para:* Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org *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 iga3...@yahoo.com 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 carlos.gall...@itconsultores.com.co Para: Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org 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 iga3...@yahoo.com 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 carlos.rodrig...@otrs.com Para: Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org 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 iga3...@yahoo.com 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
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 iga3...@yahoo.com 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 carlos.gall...@itconsultores.com.co *Para:* Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org *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.plhttp://otrs.rebuildticketindex.pl/ 2012/10/1 Israel Garcia iga3...@yahoo.com 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 carlos.rodrig...@otrs.com *Para:* Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org *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 iga3...@yahoo.com 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, 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 carlos.gall...@itconsultores.com.co 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 iga3...@yahoo.com 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 carlos.gall...@itconsultores.com.co Para: Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org 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 iga3...@yahoo.com 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 carlos.rodrig...@otrs.com Para: Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org 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 iga3...@yahoo.com 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 mailing list: otrs - Webpage: http
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 carlos.rodrig...@otrs.com Para: User questions and discussions about OTRS. otrs@otrs.org CC: Israel Garcia iga3...@yahoo.com 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 carlos.gall...@itconsultores.com.co 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 iga3...@yahoo.com 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 carlos.gall...@itconsultores.com.co Para: Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org 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 iga3...@yahoo.com 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 carlos.rodrig...@otrs.com Para: Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org 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 iga3...@yahoo.com 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 permission
I thank you for the insight, and in my limited view, I'm thinking of Services to handle the segregation as -- I'd hope -- only the assigned services would be available to the customer, meanwhile the queue would be the type of thing your agents would generically provide. The Service is unique to a customer, and does everything else mentioned here, without need for ACL. At least, that's what I understand. Every plan is different, to be sure, but thinking in terms of what you present here, it seems reasonable that the only change you'd need to do to add a new customer would be to add a specific service and attach it to the customer. Unfortunately, that doesn't work very well if you are offering multiple services to each customer. If I read ITIL correctly, services vs customers is potentially a many-to-many relationship, eg services are predefined things you offer to zero or more consumers (note that in a highly-composed service-oriented architecture, the customer could be another service as well as a company), and there may be zero or more consumers that have access to a service. This gets particularly nasty if you involve a CMDB of managed objects that provide certain services to customers - you need to track the consumer to service mapping to calculate who is affected by a service failure, and multiple consumers get mapped to a single service. Now those pesky checkboxes are the thing to bite you in the rear... (No, I'm not making fun, I'm serious. It's not extremely obvious that you haven't assigned a service to the competitor). Yup. And that is exactly what bites you in the ass without ACLs that permit independent auditing. Having customer A see only one queue (or a small set of queues) and having agents scan the customer-dedicated queues for specific services (easy to do with a predefined query) they're trained for (or you can also pull those skills from a CMDB entry for a Person). It'd be a very nice option to have OTRS support such a multidimensional security model out of the box, but that's a lot of work for them for a fairly small community of users. - 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 permission
Unfortunately, that doesn’t work very well if you are offering multiple services to each customer. If I read ITIL correctly, services vs customers is potentially a many-to-many relationship, eg services are predefined “things you offer” to zero or more consumers (note that in a highly-composed service-oriented architecture, the “customer” could be another service as well as a company), and there may be zero or more consumers that have access to a service. This gets particularly nasty if you involve a CMDB of managed objects that provide certain services to customers – you need to track the consumer to service mapping to calculate who is affected by a service failure, and multiple consumers get mapped to a single service. The first part of this I don't follow because certainly you can create *Services* CustomerAService or CustomerA::Service1, CustomerA::Service2 Which you can assign to zero or more consumers. And zero or more customers may have any, all, or none of the Services created. The second part I don't follow precisely either, because there isn't any more a default, everyone in this queue any more or less to everyone with this service mapping, is there? Further, if you want a service ACL, that seems just as reasonable as creating a whole set of queues for a customer, assigning the appropriate membership for agents, getting the agents to have that additional queue in their My Queues ... versus, essentially, creating an ACL for services template .pm file that you copy/modify/paste into Kernel/Config/Files and establishing that the services Possible are [CompanyName]::Services1, [CompanyName]::Services2 when matching CustomerID. That ACL already wins all the time for the Customer, period. No additional work necessary, independently verifiable. Now, if you have an Agent who mucks around with that, that's a different issue, but now even if the wrong checkbox is checked, the customer can't see it, because the ACL wins. Now you can scan the services by search and see essentially the same information. Customers don't belong to queues. A queue belongs to a group. Customers belong to group(s). Services belong to customers. This isn't even *my* preference, thought, or anything, it's simply how OTRS is. There's nothing to a Queue that tells you a queue's membership. I could definitively tell you which users are assigned a service, and with a simple (really simple) ACL I can tell you which services any customer can see, even if an agent clicks the wrong one. For a Queue, I have to determine the membership of the group to which the queue was assigned, and a big list of queues and associated tickets for the queues that survive even if the customer doesn't. By the way, I'm not arguing for the sake of argument. People ask a bunch of questions how to get queues to act like (customer-assigned) services and then they'll ask for types to act like queues (how do I assign permissions to types? How do I stop autoresponse for a given type? How do I assign agents to a given type?). If it works that way for some people, great, but it's really easy to get it done the OTRS way and still do what you want ITIL wise. Thank you again for your response. On Wed, Jul 18, 2012 at 3:07 PM, David Boyes dbo...@sinenomine.net wrote: I thank you for the insight, and in my limited view, I'm thinking of Services to handle the segregation as -- I'd hope -- only the assigned services would be available to the customer, meanwhile the queue would be the type of thing your agents would generically provide. The Service is unique to a customer, and does everything else mentioned here, without need for ACL. ** ** At least, that's what I understand. Every plan is different, to be sure, but thinking in terms of what you present here, it seems reasonable that the only change you'd need to do to add a new customer would be to add a specific service and attach it to the customer. ** ** Unfortunately, that doesn’t work very well if you are offering multiple services to each customer. If I read ITIL correctly, services vs customers is potentially a many-to-many relationship, eg services are predefined “things you offer” to zero or more consumers (note that in a highly-composed service-oriented architecture, the “customer” could be another service as well as a company), and there may be zero or more consumers that have access to a service. This gets particularly nasty if you involve a CMDB of managed objects that provide certain services to customers – you need to track the consumer to service mapping to calculate who is affected by a service failure, and multiple consumers get mapped to a single service. ** ** Now those pesky checkboxes are the thing to bite you in the rear... (No, I'm not making fun, I'm serious. It's not extremely obvious that you haven't assigned a service to the competitor). ** ** Yup. And that is exactly what bites you in the ass without ACLs that permit
Re: [otrs] Queue permission
it's possible do the same thing in the kernel/config.pm?
On 12 July 2012 14:08, Carlos Ribas car...@ansp.br wrote:
Hello Stephan,
This trick is what I was looking for! Thank you.
Best regards,
-
Carlos Eduardo Ribas
2012/7/11 Stephan Lang stephan.l...@bockonline.de
Hi
you can limit the queues visible when creating a ticket in web interface
Config-Setting:
$Self-{'CustomerPanelOwnSelection'} = {
'Junk' = 'First Queue',
'Misc' = 'Second Queue'
};
http://doc.otrs.org/3.1/en/html/Ticket.html#Ticket:Frontend::Customer::Ticket::ViewNew
Mit freundlichen Grüßen
Stephan Lang
Am 11.07.2012 um 21:42 schrieb Carlos Ribas car...@ansp.br:
But a customer can open a ticket and when he does it, he can choose a
queue (if there are a lot of them).
2012/7/11 Ugo Bellavance u...@lubik.ca
On 2012-07-11 15:03, Carlos Ribas wrote:
Hello All,
I´m new with OTRS. I installed the latest version and now I'm
trying to understand how it works. I´m reading the manual page, but one
point is not clear to me.
I can set groups, roles and queues. My doubt is if it is possible
to have, for example, two queues in the same group, but one queue
visible only to customer and both visible to agent. I saw that I can
have this configuration using two groups, but I would like to know if it
is possible to use only one.
I don't think OTRS is made to make queues available to clients. The
clients can see their ticket via a web interface, but not all the queue.
--**--**
-
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Re: [otrs] Queue permission
Hello Stephan,
This trick is what I was looking for! Thank you.
Best regards,
-
Carlos Eduardo Ribas
2012/7/11 Stephan Lang stephan.l...@bockonline.de
Hi
you can limit the queues visible when creating a ticket in web interface
Config-Setting:
$Self-{'CustomerPanelOwnSelection'} = {
'Junk' = 'First Queue',
'Misc' = 'Second Queue'
};
http://doc.otrs.org/3.1/en/html/Ticket.html#Ticket:Frontend::Customer::Ticket::ViewNew
Mit freundlichen Grüßen
Stephan Lang
Am 11.07.2012 um 21:42 schrieb Carlos Ribas car...@ansp.br:
But a customer can open a ticket and when he does it, he can choose a
queue (if there are a lot of them).
2012/7/11 Ugo Bellavance u...@lubik.ca
On 2012-07-11 15:03, Carlos Ribas wrote:
Hello All,
I´m new with OTRS. I installed the latest version and now I'm
trying to understand how it works. I´m reading the manual page, but one
point is not clear to me.
I can set groups, roles and queues. My doubt is if it is possible
to have, for example, two queues in the same group, but one queue
visible only to customer and both visible to agent. I saw that I can
have this configuration using two groups, but I would like to know if it
is possible to use only one.
I don't think OTRS is made to make queues available to clients. The
clients can see their ticket via a web interface, but not all the queue.
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An der Heide 17
92353 Postbauer-Heng
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pers. haft. Geschäftsführer: Hermann Bock
Bock 1 Verwaltungs GmbH
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Geschäftsführer: Harald Meyer, Andreas Großhauser
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[otrs] Queue permission
Hello All, I´m new with OTRS. I installed the latest version and now I'm trying to understand how it works. I´m reading the manual page, but one point is not clear to me. I can set groups, roles and queues. My doubt is if it is possible to have, for example, two queues in the same group, but one queue visible only to customer and both visible to agent. I saw that I can have this configuration using two groups, but I would like to know if it is possible to use only one. Best regards, - Carlos Eduardo Ribas - 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 permission
On 2012-07-11 15:03, Carlos Ribas wrote: Hello All, I´m new with OTRS. I installed the latest version and now I'm trying to understand how it works. I´m reading the manual page, but one point is not clear to me. I can set groups, roles and queues. My doubt is if it is possible to have, for example, two queues in the same group, but one queue visible only to customer and both visible to agent. I saw that I can have this configuration using two groups, but I would like to know if it is possible to use only one. I don't think OTRS is made to make queues available to clients. The clients can see their ticket via a web interface, but not all the queue. - 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 permission
Actually you can make groups avaiable to customer, not queues, for that (groups) you can use either customergroupAllwaysGroup or Customer-Group feature, but eitherway once you enable a group for a customer they can see everything (All queues). Another posibility is to create your own ACLs in Config.pm Regards On Wed, Jul 11, 2012 at 1:03 PM, Carlos Ribas car...@ansp.br wrote: Hello All, I´m new with OTRS. I installed the latest version and now I'm trying to understand how it works. I´m reading the manual page, but one point is not clear to me. I can set groups, roles and queues. My doubt is if it is possible to have, for example, two queues in the same group, but one queue visible only to customer and both visible to agent. I saw that I can have this configuration using two groups, but I would like to know if it is possible to use only one. Best regards, - Carlos Eduardo Ribas - 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 -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - 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 permission
But a customer can open a ticket and when he does it, he can choose a queue (if there are a lot of them). 2012/7/11 Ugo Bellavance u...@lubik.ca On 2012-07-11 15:03, Carlos Ribas wrote: Hello All, I´m new with OTRS. I installed the latest version and now I'm trying to understand how it works. I´m reading the manual page, but one point is not clear to me. I can set groups, roles and queues. My doubt is if it is possible to have, for example, two queues in the same group, but one queue visible only to customer and both visible to agent. I saw that I can have this configuration using two groups, but I would like to know if it is possible to use only one. I don't think OTRS is made to make queues available to clients. The clients can see their ticket via a web interface, but not all the queue. --**--**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://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 permission
Alvaro, Ok. So, to my purpose, I have to have two groups or create my own rule. Thanks, - Carlos Eduardo Ribas 2012/7/11 Alvaro Cordero alv...@gridshield.net Actually you can make groups avaiable to customer, not queues, for that (groups) you can use either customergroupAllwaysGroup or Customer-Group feature, but eitherway once you enable a group for a customer they can see everything (All queues). Another posibility is to create your own ACLs in Config.pm Regards On Wed, Jul 11, 2012 at 1:03 PM, Carlos Ribas car...@ansp.br wrote: Hello All, I´m new with OTRS. I installed the latest version and now I'm trying to understand how it works. I´m reading the manual page, but one point is not clear to me. I can set groups, roles and queues. My doubt is if it is possible to have, for example, two queues in the same group, but one queue visible only to customer and both visible to agent. I saw that I can have this configuration using two groups, but I would like to know if it is possible to use only one. Best regards, - Carlos Eduardo Ribas - 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 -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - 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 permission
Hi
you can limit the queues visible when creating a ticket in web interface
Config-Setting:
$Self-{'CustomerPanelOwnSelection'} = {
'Junk' = 'First Queue',
'Misc' = 'Second Queue'
};
http://doc.otrs.org/3.1/en/html/Ticket.html#Ticket:Frontend::Customer::Ticket::ViewNew
Mit freundlichen Grüßen
Stephan Lang
Am 11.07.2012 um 21:42 schrieb Carlos Ribas
car...@ansp.brmailto:car...@ansp.br:
But a customer can open a ticket and when he does it, he can choose a queue (if
there are a lot of them).
2012/7/11 Ugo Bellavance u...@lubik.camailto:u...@lubik.ca
On 2012-07-11 15:03, Carlos Ribas wrote:
Hello All,
I´m new with OTRS. I installed the latest version and now I'm
trying to understand how it works. I´m reading the manual page, but one
point is not clear to me.
I can set groups, roles and queues. My doubt is if it is possible
to have, for example, two queues in the same group, but one queue
visible only to customer and both visible to agent. I saw that I can
have this configuration using two groups, but I would like to know if it
is possible to use only one.
I don't think OTRS is made to make queues available to clients. The clients
can see their ticket via a web interface, but not all the queue.
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Bock 1 GmbH Co. KG
An der Heide 17
92353 Postbauer-Heng
Sitz: Postbauer-Heng
Amtsgericht Nürnberg, HRA 11 240
pers. haft. Geschäftsführer: Hermann Bock
Bock 1 Verwaltungs GmbH
Sitz: Postbauer-Heng
Amtsgericht Nürnberg, HRB 93 10
Geschäftsführer: Harald Meyer, Andreas Großhauser
Diese E-Mail enthält möglicherweise vertrauliche und/oder rechtlich geschützte
Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail
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Re: [otrs] Queue permission
I know that people keep asking this type of question ... why do you want a customer based queue? Last conversation I had was inconclusive. Basically, the person wanted it because they wanted it. What's the point in segregating queues from (between) customers? (yes, you *can* do it, but *why* do you *want* to do it?) Now, I can understand why you might want to put a ticket in a queue that's handled by agents that customers can't access (tier2, for instance) but as much headache as I see managing what queues are available for *this* group of customers versus *that* group of customers, especially in terms of large numbers of customers, why bother? I don't want this customer to see that customer's queues! is ... well, why do you say that? The customers can't see each others' tickets anyway. (I'm not saying it's wrong, I'm just trying to figure out the reason.) - 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 permission
Yes, you can't see other customer's tickets in the default setup, but there's more to it than that. Here's why customer-based queue lists are important to us: The reasoning from the powers that be here is that customers should see only the services they are entitled to, and nothing more --in many cases we're contractually obligated to not identify customers to each other, not to use or expose the customer's name in any way, and to deny all knowledge of customer B if customer A asks - consider the case where A and B are direct competitors. If you're serving both A and B, you need to be able to prove to both A and B that information can't (and won't) leak between the two, especially if the queues handle potentially confidential or sensitive information that could represent an advantage to one or the other. We have customers where that could potentially mean billions one way or the other. If you have customer based queues (or better yet, queue sets), the ACLs can be much simpler (customers are restricted to their own queue or a clearly auditable set of queues) and get the experience of being our only customer from their perspective. You could probably do this with service-based queues and some fancy ACL handwaving, but the extra step of adding a specific set of queues to a specific customer id adds an additional dimension to the security model that makes it a lot easier to *prove* that information can't leak. And yes, it is a total PITA. But, you can look the security guys in the eye and say A cannot access data from B and be able to concretely prove it with data to back it up. The customer-based queue approach is also conceptually a bit easier to templatize - get a new customer, create the following queues, set the ACLs so, and the agents know what process doc to refer to based on customer name and/or queue name. It you're doing strict ITSM, the service-based approach is probably technically more correct, but it's hard for business heads and clerks to think that way. customerA-service1, customerA-service2 are easy for them to grok immediately, and having your agents concentrate on the -service1, -service2 parts is a fairly easy adaptation. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, July 11, 2012 4:05 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue permission I know that people keep asking this type of question ... why do you want a customer based queue? Last conversation I had was inconclusive. Basically, the person wanted it because they wanted it. What's the point in segregating queues from (between) customers? (yes, you *can* do it, but *why* do you *want* to do it?) Now, I can understand why you might want to put a ticket in a queue that's handled by agents that customers can't access (tier2, for instance) but as much headache as I see managing what queues are available for *this* group of customers versus *that* group of customers, especially in terms of large numbers of customers, why bother? I don't want this customer to see that customer's queues! is ... well, why do you say that? The customers can't see each others' tickets anyway. (I'm not saying it's wrong, I'm just trying to figure out the reason.) - 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 permission
I thank you for the insight, and in my limited view, I'm thinking of Services to handle the segregation as -- I'd hope -- only the assigned services would be available to the customer, meanwhile the queue would be the type of thing your agents would generically provide. The Service is unique to a customer, and does everything else mentioned here, without need for ACL. At least, that's what I understand. Every plan is different, to be sure, but thinking in terms of what you present here, it seems reasonable that the only change you'd need to do to add a new customer would be to add a specific service and attach it to the customer. Now those pesky checkboxes are the thing to bite you in the rear... (No, I'm not making fun, I'm serious. It's not extremely obvious that you haven't assigned a service to the competitor). Anyway, I appreciate the feedback. It will help me to consider different views. Regards. On Wed, Jul 11, 2012 at 5:33 PM, David Boyes dbo...@sinenomine.net wrote: Yes, you can’t see other customer’s tickets in the default setup, but there’s more to it than that. Here’s why customer-based queue lists are important to us: ** ** The reasoning from the powers that be here is that customers should see only the services they are entitled to, and nothing more --in many cases we’re contractually obligated to not identify customers to each other, not to use or expose the customer’s name in any way, and to deny all knowledge of customer B if customer A asks – consider the case where A and B are direct competitors. If you’re serving both A and B, you need to be able to prove to both A and B that information can’t (and won’t) leak between the two, especially if the queues handle potentially confidential or sensitive information that could represent an advantage to one or the other. We have customers where that could potentially mean billions one way or the other. ** ** If you have customer based queues (or better yet, queue sets), the ACLs can be much simpler (customers are restricted to their own queue or a clearly auditable set of queues) and get the experience of being our “only” customer from their perspective. ** ** You could probably do this with service-based queues and some fancy ACL handwaving, but the extra step of adding a specific set of queues to a specific customer id adds an additional dimension to the security model that makes it a lot easier to **prove** that information can’t leak. And yes, it is a total PITA. But, you can look the security guys in the eye and say “A cannot access data from B” and be able to concretely prove it with data to back it up. ** ** The customer-based queue approach is also conceptually a bit easier to templatize – get a new customer, create the following queues, set the ACLs so, and the agents know what process doc to refer to based on customer name and/or queue name. It you’re doing strict ITSM, the service-based approach is probably technically more correct, but it’s hard for business heads and clerks to think that way. customerA-service1, customerA-service2 are easy for them to grok immediately, and having your agents concentrate on the “-service1, -service2” parts is a fairly easy adaptation. ** ** ** ** ** ** *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Gerald Young *Sent:* Wednesday, July 11, 2012 4:05 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Queue permission ** ** I know that people keep asking this type of question ... why do you want a customer based queue? Last conversation I had was inconclusive. Basically, the person wanted it because they wanted it. ** ** What's the point in segregating queues from (between) customers? (yes, you *can* do it, but *why* do you *want* to do it?) Now, I can understand why you might want to put a ticket in a queue that's handled by agents that customers can't access (tier2, for instance) but as much headache as I see managing what queues are available for *this* group of customers versus *that* group of customers, especially in terms of large numbers of customers, why bother? ** ** I don't want this customer to see that customer's queues! is ... well, why do you say that? The customers can't see each others' tickets anyway.* *** ** ** (I'm not saying it's wrong, I'm just trying to figure out the reason.) - 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
[otrs-de] Auswirkung von X-OTRS-Queue auf bestehendes Ticket
Hallo, ich habe gerade ein Verständnis-Problem. Szenario (OTRS 1.3): Ticket besteht bereits, Kunde hat erste Antwort-Mail erhalten. Ticket ist in Queue Postmaster (oder sonst einer Queue) gelandet. Jetzt schreibt Kunde eine Antwort mit der Ticket-Nummer im Subject. Mittels procmail und formail habe ich eine Zeile X-OTRS-Queue: Raw in den Header gebastelt (Tests zeigen, daß das funktioniert). Anschließend wird diese Mail dann an PostMaster.pl weitergereicht (mit oder ohne Aufruf-Parameter -q Raw). Dennoch bleibt das Ticket in der Queue Postmaster. Ist das so (von Seiten der Programmierer des OTRS) gewollt? Was muß ich machen, damit das Ticket als Reaktion auf die Antwort in eine andere Queue sortiert wird? Danke im Voraus, Susan - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Auswirkung von X-OTRS-Queue auf bestehendes Ticket
Hi Susan, On 10.01.2012, at 13:30, Susan Dittmar wrote: Szenario (OTRS 1.3): Ticket besteht bereits, Kunde hat erste Antwort-Mail erhalten. Ticket ist in Queue Postmaster (oder sonst einer Queue) gelandet. Jetzt schreibt Kunde eine Antwort mit der Ticket-Nummer im Subject. Mittels procmail und formail habe ich eine Zeile X-OTRS-Queue: Raw in den Header gebastelt (Tests zeigen, daß das funktioniert). Anschließend wird diese Mail dann an PostMaster.pl weitergereicht (mit oder ohne Aufruf-Parameter -q Raw). Dennoch bleibt das Ticket in der Queue Postmaster. Ist das so (von Seiten der Programmierer des OTRS) gewollt? Was muß ich machen, damit das Ticket als Reaktion auf die Antwort in eine andere Queue sortiert wird? Versuch mal X-OTRS-FollowUp-Queue: Raw Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Auswirkung von X-OTRS-Queue auf bestehendes Ticket
Hallo, Szenario (OTRS 1.3): Wirklich? Die 1.3. ist schon ein paar Jahre alt (mind 5 oder 6) Cheers Jens - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Auswirkung von X-OTRS-Queue auf bestehendes Ticket
Quoting Jens Bothe (bo...@dlrg.de): Szenario (OTRS 1.3): Wirklich? Die 1.3. ist schon ein paar Jahre alt (mind 5 oder 6) Ich weiß. Ein Update konnte ich leider noch nicht durchsetzen. Ich arbeite daran... Susan Dittmar - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Auswirkung von X-OTRS-Queue auf bestehendes Ticket
Quoting Nils Leideck (nils.leid...@leidex.net): Versuch mal X-OTRS-FollowUp-Queue: Raw Danke, das wird es wohl sein. 1.3 scheint zu alt für dieses Feature :-( Andererseits hat es auch sein Gutes: wieder ein weiteres Argument, um endlich die Arbeitszeit für das Update genehmigt zu bekommen... Lieben Gruß, Susan - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Auswirkung von X-OTRS-Queue auf bestehendes Ticket
Moin, Ich weiß. Ein Update konnte ich leider noch nicht durchsetzen. Ich arbeite daran... Die OTRS 1.3 ist 2004 erschienen und wird nicht mehr supportet (ich hoffe Du meintest nicht die ITSM 1.3) Dementsprechend gibt es auch keine Sicherheitsupdates mehr! Cheers Jens smime.p7s Description: S/MIME Kryptografische Unterschrift - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] Queue moves in history
Hi Gerald It does show the current queue, but not what queues the ticket has been in previously. We sometimes bounce tickets around queues for different teams to act on them, and we would like to follow the trail. Lars From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Thursday, December 09, 2010 3:12 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue moves in history The bar at the right tells you the Queue it's in, doesn't it? On Thu, Dec 9, 2010 at 8:17 AM, Lars Jørgensen i...@gyldendal.dkmailto:i...@gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? 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 - 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 moves in history
What version are you using? This looks like 3, but the English version certainly shows from and to in History. Your Kommentar column is not the same as the column in English. English seems to be more descriptive. On Fri, Dec 10, 2010 at 6:18 AM, Lars Jørgensen i...@gyldendal.dk wrote: Hi Broderick, I don't see that information at all. This is what I get (sorry for the Danish translation, but the first column is in English) and you can see the ticket is moved but not from where to where. Lars -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Broderick Wood Sent: Thursday, December 09, 2010 5:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue moves in history When I look at the history for a ticket (by clicking on HISTORY when reading the ticket contents) I see the first column has the keyword Move whereas the second column has the details Ticket moved into Queue Software Services::Software Packages (35) from Queue Raw (2) On Thu, Dec 9, 2010 at 6:17 AM, Lars Jørgensen i...@gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? 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 -- Broderick Wood HelpDesk Co-Ordinator Technical Services Team #205 Athabasca Hall Department of Computer Science The University of Alberta Edmonton, AB T6G 2E8 (780) 492-5018 - 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 moves in history
I use OTRS 3.0.3. If I switch to English, all the information is there. I'll look at the translation and see if there is an obvious fix for this. Thank you for pointing me in the right direction. Lars From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Friday, December 10, 2010 2:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue moves in history What version are you using? This looks like 3, but the English version certainly shows from and to in History. Your Kommentar column is not the same as the column in English. English seems to be more descriptive. On Fri, Dec 10, 2010 at 6:18 AM, Lars Jørgensen i...@gyldendal.dkmailto:i...@gyldendal.dk wrote: Hi Broderick, I don't see that information at all. This is what I get (sorry for the Danish translation, but the first column is in English) and you can see the ticket is moved but not from where to where. Lars -Original Message- From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Broderick Wood Sent: Thursday, December 09, 2010 5:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue moves in history When I look at the history for a ticket (by clicking on HISTORY when reading the ticket contents) I see the first column has the keyword Move whereas the second column has the details Ticket moved into Queue Software Services::Software Packages (35) from Queue Raw (2) On Thu, Dec 9, 2010 at 6:17 AM, Lars Jørgensen i...@gyldendal.dkmailto:i...@gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? 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 -- Broderick Wood HelpDesk Co-Ordinator Technical Services Team #205 Athabasca Hall Department of Computer Science The University of Alberta Edmonton, AB T6G 2E8 (780) 492-5018 - 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 moves in history
Now, that was a dirty hack, OTRS people :-) The English text is there, because OTRS in English is actually translated into English with further parameters. This is from the Kernel/Language/en.pm file: 'History::Move' = 'Ticket moved into Queue %s (%s) from Queue %s (%s).' When I created the Danish translation, I thought I was supposed to translate History::Move into Danish, but that was obviously not the case... I'll submit a corrected Danish translation in a few minutes. Lars From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lars Jørgensen Sent: Friday, December 10, 2010 2:18 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue moves in history I use OTRS 3.0.3. If I switch to English, all the information is there. I'll look at the translation and see if there is an obvious fix for this. Thank you for pointing me in the right direction. Lars From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Friday, December 10, 2010 2:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue moves in history What version are you using? This looks like 3, but the English version certainly shows from and to in History. Your Kommentar column is not the same as the column in English. English seems to be more descriptive. On Fri, Dec 10, 2010 at 6:18 AM, Lars Jørgensen i...@gyldendal.dkmailto:i...@gyldendal.dk wrote: Hi Broderick, I don't see that information at all. This is what I get (sorry for the Danish translation, but the first column is in English) and you can see the ticket is moved but not from where to where. Lars -Original Message- From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Broderick Wood Sent: Thursday, December 09, 2010 5:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue moves in history When I look at the history for a ticket (by clicking on HISTORY when reading the ticket contents) I see the first column has the keyword Move whereas the second column has the details Ticket moved into Queue Software Services::Software Packages (35) from Queue Raw (2) On Thu, Dec 9, 2010 at 6:17 AM, Lars Jørgensen i...@gyldendal.dkmailto:i...@gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? 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 -- Broderick Wood HelpDesk Co-Ordinator Technical Services Team #205 Athabasca Hall Department of Computer Science The University of Alberta Edmonton, AB T6G 2E8 (780) 492-5018 - 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 moves in history
Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? 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 moves in history
The bar at the right tells you the Queue it's in, doesn't it? On Thu, Dec 9, 2010 at 8:17 AM, Lars Jørgensen i...@gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? 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 - 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 moves in history
When I look at the history for a ticket (by clicking on HISTORY when reading the ticket contents) I see the first column has the keyword Move whereas the second column has the details Ticket moved into Queue Software Services::Software Packages (35) from Queue Raw (2) On Thu, Dec 9, 2010 at 6:17 AM, Lars Jørgensen i...@gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? 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 -- Broderick Wood HelpDesk Co-Ordinator Technical Services Team #205 Athabasca Hall Department of Computer Science The University of Alberta Edmonton, AB T6G 2E8 (780) 492-5018 - 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 get disappear after changing its name
Customer Panel Own Selection On 17.09.2010, at 22:31, Pradumna Maheshwari wrote: My problem is, When I am changing queue name from 'Queue' of Admin module. After this the updated queue get disappear from Customer Interface. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 get disappear after changing its name
Hello All, My problem is, When I am changing queue name from 'Queue' of Admin module. After this the updated queue get disappear from Customer Interface. What to do..? Thanks in advance.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - 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 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 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 selection in customer portal
hi, I'm looking to similar functionality as in QueueView in Agent iterface. In customer user interface I cant find a way, how customer user should select tickets only a specific queue. The best way should be a dropdown menu or the same as in agent queueview. 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 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 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
!-- dtl:block:ContentLargeTicketGenericRow --
dtl if ($Env{Color} eq ) { $Env{Color} =
searchactive; }
tr class=$Env{Color}
onmouseover=this.className='searchhighlight';
onmouseout=this.className='$Env{Color}';
td width=10%
a
href=$Env{Baselink}Action=AgentTicketZoomTicketID=
$Data{TicketID}ArticleID=$Data{ArticleID}QueueID=
$Data{QueueID}
onmouseover=window.status='$JSText{Zoom}'; return true;
onmouseout=window.status='';
title=$QData{Title}$Data{TicketNumber}/a
/td
td width=40%
div
title=$QData{Title}$QData{Title,70}/div
/td
td$QData{Time}/td
td width=20%
a
href=$Env{Baselink}Action=AgentTicketQueueQueueID=
$QData{QueueID}onmouseover=window.status='$JSText{Queue}';
return true; onmouseout=window.status='';
div
title=$QData{Queue}$QData{Queue}/div
/a
/td
td width=15%
if everything went fine your dashboard will look like this:
Now you can sort the tickets for queue, or user.
-
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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
!-- dtl:block:ContentLargeTicketGenericRow --
dtl if ($Env{"Color"} eq "") { $Env{"Color"} =
"searchactive"; }
tr class="$Env{"Color"}"
Color"}';"
td width="10%"
a
href=""Baselink"}Action=""
Zoom"}'; return true;"
title="$QData{"Title"}"$Data{"TicketNumber"}/a
/td
td width="40%"
div title="$QData{"Title"}"$QData{"Title","70"}/div
/td
td$QData{"Time"}/td
td width="20%"
a
href=""Baselink"}Action=""
return true;"
div title="$QData{"Queue"}"$QData{"Queue"}/div
/a
/td
td width="15%"
if everything went fine your dashboard will look like this:
Now you can sort the tickets for queue, or user.
-
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Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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smime.p7s
Description: S/MIME Cryptographic Signature
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Re: [otrs] Queue view on Dashboard
Thanks for the help Johannes,
I'll check out these settings.
_
From: Johannes Grimm [mailto:johannes.gr...@fh-rosenheim.de]
To: otrs@otrs.org
Sent: Mon, 14 Dec 2009 10:10:19 +0100
Subject: Re: [otrs] Queue view on Dashboard
Hi Gerrit, the additional rows show up if you adjust the table width for
different rows.
Settings need to be changed in this file for your individual scheme.
(in this case this is the fhr path)
/opt/otrs/Kernel/Output/HTML/fhr/AgentDashboardTicketGeneric.dtl
!-- dtl:block:ContentLargeTicketGenericRow --
dtl if ($Env{Color} eq ) { $Env{Color} = searchactive; }
tr class=$Env{Color}
onmouseover=this.className='searchhighlight';
onmouseout=this.className='$Env{Color}';
td width=10%
a
href=$Env{Baselink}Action=AgentTicketZoomTicketID=$Data{TicketID}ArticleID=$Data{ArticleID}QueueID=$Data{QueueID}
onmouseover=window.status='$JSText{Zoom}'; return true;
onmouseout=window.status=''; title=$QData{Title}$Data{TicketNumber}/a
/td
td width=40%
div title=$QData{Title}$QData{Title,70}/div
/td
td$QData{Time}/td
td width=20%
a
href=$Env{Baselink}Action=AgentTicketQueueQueueID=$QData{QueueID}onmouseover=window.status='$JSText{Queue}';
return true; onmouseout=window.status='';
div
title=$QData{Queue}$QData{Queue}/div
/a
/td
td width=15%
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
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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
!-- dtl:block:ContentLargeTicketGenericRow --
dtl if ($Env{Color} eq ) { $Env{Color} = searchactive; }
tr class=$Env{Color}
onmouseover=this.className='searchhighlight';
onmouseout=this.className='$Env{Color}';
td width=10%
a
href=$Env{Baselink}Action=AgentTicketZoomTicketID=$Data{TicketID}ArticleID=$Data{ArticleID}QueueID=$Data{QueueID}
onmouseover=window.status='$JSText{Zoom}'; return true;
onmouseout=window.status=''; title=$QData{Title}$Data{TicketNumber}/a
/td
td width=40%
div title=$QData{Title}$QData{Title,70}/div
/td
td$QData{Time}/td
td width=20%
a
href=$Env{Baselink}Action=AgentTicketQueueQueueID=$QData{QueueID}onmouseover=window.status='$JSText{Queue}';
return true; onmouseout=window.status='';
div
title=$QData{Queue}$QData{Queue}/div
/a
/td
td width=15%
if everything went fine your dashboard will look like this:
Now you can sort the tickets for queue, or user.
-
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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 header
Hi, On 06.12.2009, at 07:20, Mohamed Zakaria wrote: How do I use Queue Own Selection, I don’t see the option in the admin area. Thanks. SysConfig search will be your friend :-) CustomerPanelOwnSelection Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net LeideX.net Nils Leideck - ITSM Greesbergstr. 11 D - 50668 Köln Altstadt-Nord Mobile : +49 (0) 173 2733 892 Tel.: +49 (0) 221 1689 6910 FAX : +49 (0) 221 2711 285 Geschäftssitz: Köln Altstadt-Nord, Amtsgericht: Köln, HRB 10751 Steuernummer: 215/5102/2272, IdNr: 49 303 782 567 http://webint.cryptonode.de / a Fractal project - 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 header
Hi, In OTRS, u can add your own queues. I want to create a queue title. For example, I create a queue called technical problems, and in that queue two sub queues called hardware problems and software problems. And I do not want the customers to be able to choose the technical problems but they can see the queue, sort of a queue header or title. Can this be done? Thanks, Zak # This email is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this email in error please contact the sender. # - 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 header
Make the header queue invalid - and it will be grayed in any selection list On Sun, 2009-12-06 at 04:39 +0800, Mohamed Zakaria wrote: Hi, In OTRS, u can add your own queues. I want to create a queue title. For example, I create a queue called technical problems, and in that queue two sub queues called hardware problems and software problems. And I do not want the customers to be able to choose the technical problems but they can see the queue, sort of a queue header or title. Can this be done? Thanks, Zak # This email is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this email in error please contact the sender. # - 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/ -- regards, Mikhail - 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 header
Hi, On 05.12.2009, at 21:49, Mikhail Lukin wrote: Make the header queue invalid - and it will be grayed in any selection list On Sun, 2009-12-06 at 04:39 +0800, Mohamed Zakaria wrote: Hi, In OTRS, u can add your own queues. I want to create a queue title. For example, I create a queue called technical problems, and in that queue two sub queues called hardware problems and software problems. And I do not want the customers to be able to choose the technical problems but they can see the queue, sort of a queue header or title. Can this be done? Thanks, Zak be careful, doesn't work in MS IE !! Use Queue Own Selection instead. There you could even hide the real Queue name and show any comment you add to the queue. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net https://webint.cryptonode.de / a Fractal project - 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 header
Sorry about that, I never used MS IE while some of our customers do. I'll fix my settings, thanks! On Sun, 2009-12-06 at 00:53 +0100, Nils Leideck - ITSM wrote: Hi, On 05.12.2009, at 21:49, Mikhail Lukin wrote: Make the header queue invalid - and it will be grayed in any selection list On Sun, 2009-12-06 at 04:39 +0800, Mohamed Zakaria wrote: Hi, In OTRS, u can add your own queues. I want to create a queue title. For example, I create a queue called technical problems, and in that queue two sub queues called hardware problems and software problems. And I do not want the customers to be able to choose the technical problems but they can see the queue, sort of a queue header or title. Can this be done? Thanks, Zak be careful, doesn't work in MS IE !! Use Queue Own Selection instead. There you could even hide the real Queue name and show any comment you add to the queue. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net https://webint.cryptonode.de / a Fractal project - 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/ -- regards, Mikhail - 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 header
Hi, How do I use Queue Own Selection, I don't see the option in the admin area. Thanks. Regards, Zak From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: Sunday, December 06, 2009 7:54 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue header Hi, On 05.12.2009, at 21:49, Mikhail Lukin wrote: Make the header queue invalid - and it will be grayed in any selection list On Sun, 2009-12-06 at 04:39 +0800, Mohamed Zakaria wrote: Hi, In OTRS, u can add your own queues. I want to create a queue title. For example, I create a queue called technical problems, and in that queue two sub queues called hardware problems and software problems. And I do not want the customers to be able to choose the technical problems but they can see the queue, sort of a queue header or title. Can this be done? Thanks, Zak be careful, doesn't work in MS IE !! Use Queue Own Selection instead. There you could even hide the real Queue name and show any comment you add to the queue. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.netmailto:nils.leid...@leidex.net https://webint.cryptonode.dehttps://webint.cryptonode.de/ / a Fractal project # This email is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this email in error please contact the sender. # - 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 Management
Hi all. In Admin section - Queue Management- Escalation - First Response Time: 30 minutes ( Notify by 40%) What kind of Notify it means? It will be notify by Email or another way? (I did not received some notify...) OTRS 2.4.5 under CentOS 5.4 Best Regards Denis Kirin - 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 Management
28.10.2009 10:31, Денис Кирин пишет: Hi all. In Admin section - Queue Management- Escalation - First Response Time: 30 minutes ( Notify by 40%) What kind of Notify it means? It will be notify by Email or another way? (I did not received some notify...) OTRS 2.4.5 under CentOS 5.4 Best Regards Denis Kirin - 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/ Excuse me. Resolved... Read manual first... - 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 responses not working.
We do not use the auto-responses as most of our responses are customized per request. We do have some tasks that are repeated and for those we use the queue responses. They used to work but they stopped working I think in the upgrade from 2.4.2 to 2.4.3 Thanks for the suggestion. -H From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michael Mayaka Sent: Tuesday, October 20, 2009 9:23 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue responses not working. Hi, Have you tried using AutoresponseQueue Feature?..works better Michael - 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 responses not working.
I have mailed in about this issue a couple of days ago and have not seen a response. So I am going to try again (I am not trying to flame or complain). We have responses created and assigned to various queues. When you click on a response in the side bar the compose window opens but the response is not included. If I look at the URL I can see the response should be there /otrs/index.pl?Action=AgentTicketComposeResponseID=5TicketID=3499Arti cleID=11545 If anyone could shed some light on this one it would be greatly appreciated. -H Hayden Katzenellenbogen hayd...@nextlevelinternet.com NextLevel Internet 858-836-0700 www.nextlevelinternet.com By the way, we are never too busy for referrals! If you know someone who might be interested in our services (Hosted PBX, Voice, Internet, Metro Ethernet, Co-Location) or who is unhappy with their current communications provider, we will take exceptional care of them! - 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 responses not working.
Hi, Have you tried using AutoresponseQueue Feature?..works better Michael - 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 Configuration: Customer Move, State and Owner Ntification missing
Greetings I was notified that my users has stopped getting notifications when we changed owners of tickets. When I went to the Queue I do not see an option in its configuration to change Customer Move Notify nor State or Owner Notify We are running 2.4.2 and I am curious if anyone else has seen this or if it had been a function which was moved Thanks in advance Vance Walsh Help Desk Manager Harmonix Music Systems 625 Massachusetts Ave Cambridge, MA 02139 vance.wa...@harmonixmusic.com mailto:gr...@harmonixmusic.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] otrs queue related problem
Hi all i have a queue called agent which belong to x group.now i want to create a sub queue for the already created queue.and it should belong to different group ,say y group. is it possible moreover i want to see the newly created sub queue under queue if this is possible means tell me guyz..how to do ??? thanks a lot On Tue, Sep 15, 2009 at 6:42 PM, otrs-requ...@otrs.org wrote: Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-requ...@otrs.org You can reach the person managing the list at otrs-ow...@otrs.org When replying, please edit your Subject line so it is more specific than Re: Contents of otrs digest... Today's Topics: 1. faq on 2.4.4 (Bianchi, Giordano) 2. Max_Allowed_Packet (Marretta, Rosanna) 3. Re: Max_Allowed_Packet (Marco Vannini) 4. otrs : agent moving a ticket to sub queue (Karthick B) -- Message: 1 Date: Tue, 15 Sep 2009 14:53:43 +0200 From: Bianchi, Giordano giobian...@gop.it Subject: [otrs] faq on 2.4.4 To: 'otrs@otrs.org' otrs@otrs.org Message-ID: 7f79f3787c2cd811932f000bcdf162cb08251...@mailmilano2 Content-Type: text/plain; charset=us-ascii Hello OTRS users, I'm having some problems trying to get the FAQ module to work on OTRS 2.4.4. The install went fine, it created the faq and faq_admin groups and I can see the icon on the toolbar. I've added my user to both the faq and faq_admin group with full permissions, but when I try to add categories or even create a faq it tells me Access Denied with the message insufficient permissions. Nothing useful shows up in the log. Any ideas on how to get it working? did I miss a step? Already tried logging out and back in, restarting apache and otrs. Thanks, Giordano -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20090915/6c55465a/attachment-0001.html -- Message: 2 Date: Tue, 15 Sep 2009 13:55:06 +0100 From: Marretta, Rosanna rosanna.marre...@yrclogistics.com Subject: [otrs] Max_Allowed_Packet To: otrs@otrs.org Message-ID: 23c3d5711c9a944581341cfdd4a96a020bbb4...@svex31.transportation.com Content-Type: text/plain; charset=us-ascii Hi, Can somebody please tell me how to adjust the max_allowed_packet setting please for MySQL, it is currently set to 0MB and I need to change it to 8MB Thanks Rosanna -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20090915/f3d7ae6d/attachment-0001.html -- Message: 3 Date: Tue, 15 Sep 2009 14:59:25 +0200 From: Marco Vannini marco.vann...@gmail.com Subject: Re: [otrs] Max_Allowed_Packet To: User questions and discussions about OTRS. otrs@otrs.org Message-ID: 7bd09e660909150559g6809235k1ea401966cf71...@mail.gmail.com Content-Type: text/plain; charset=iso-8859-1 use your my.cnf file that should be in /etc and put the line max_allowed_packet=20M in [mysqld] section. Then restart mysql On Tue, Sep 15, 2009 at 2:55 PM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Hi, Can somebody please tell me how to adjust the max_allowed_packet setting please for MySQL, it is currently set to 0MB and I need to change it to 8MB Thanks Rosanna - 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/ -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20090915/b95f649b/attachment-0001.html -- Message: 4 Date: Tue, 15 Sep 2009 18:40:06 +0530 From: Karthick B bkarthic...@gmail.com Subject: [otrs] otrs : agent moving a ticket to sub queue To: otrs@otrs.org Message-ID: 844c48950909150610u2b0e375s43ea73957f544...@mail.gmail.com Content-Type: text/plain; charset=iso-8859-1 Hi all My company has a help desk with the queue called Agent , where the agent recieves all the ticket throughmails.depending upon the problem he sholuld transfer the ticket to other queue(department) this is my concept. so i created a Sub queue under queue(Agent) my subqueue is the department.when the agent log in to the otrs and when he tries to move the ticket ,there is subqueue(department) coming up under queue(agent) queue and sub queue are belong to diff group. On Tue, Sep 15,
Re: [otrs] Changing the otrs queue look
Hi Mauricio, What version of OTRS are you using? With 2.4.x, the s/m/l ticket view is introduced. Using the icons on the far right side of the screen you can switch between these views. I guess the S view would be just what you're looking for. Maybe one more reason to upgrade? Regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Thu, Aug 6, 2009 at 15:53, Mauricio Tavaresraubvo...@gmail.com wrote: I have a bit of a problem. People here that are going to use otrs do not like the way the ticket queues are shown: when you are working with a ticket, the thread associated to it is shown just as a list of subjects (they would like it to be a bit less terse). And when you select the list of tickets in the queue, it takes too much real state on the screen because it is showing the contents of every ticket as opposite to just a brief overview. The search engine's results would be more of what they wanted to see here. Or, as one mentioned something more rt-like. Can I change that? - 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 Services relationship
If you watch to the right side of the Service field when you select a queue in the To field a circular arrow appears. To me this means there is code somewhere looking for something to match with. I want to do the same thing as you but have not found a way either. I am having my Unix admin investigate. But I believe it is the same type of logic used for matching Services to Customers. So I don't know why we can't get the Services to Queue to work the same way. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b...@dornc.com Guillermo Vargas-DellaCasa gvargas-dellac...@nhvweb.net 8/6/2009 4:59 PM Hello, So, I still haven't figure out this one yet... So I'm assuming it is not possible, but I thought I will ask again one more time... Is it possible to limit the options under Service field when a user is creating a ticket based on what the user selected on the To: field? For example, if the user select To: Network Team, then he will get the services: Internet, Email, Folder Shares. But if he select To: Database Team, then we he goes to select a service he will see: Database, Student Database. I'm running OTRS 2.4.2 and ITSM 1.3 Thanks -Original Message- From: Guillermo Vargas-DellaCasa Sent: Wednesday, August 05, 2009 4:53 PM To: 'otrs@otrs.org' Subject: Queue Services relationship Hi again, How can I establish a relationship between Queue and Services? I would like customers to select a Queue on the TO: field when they are creating a ticket and that the Service field be updated to show only services handled by that particular Queue. For example: To: Networking Team Services: Internet, Email, Folder Shares To: Database Team Services: HR Database, Student Database Is that possible? Thanks! Guillermo Vargas-Dellacasa Computer Operations Manager North Hunterdon-Voorhees Regional High School District (908) 713-4199 ext 5128 gvargas-dellac...@nhvweb.net - 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/
[otrs] Changing the otrs queue look
I have a bit of a problem. People here that are going to use otrs do not like the way the ticket queues are shown: when you are working with a ticket, the thread associated to it is shown just as a list of subjects (they would like it to be a bit less terse). And when you select the list of tickets in the queue, it takes too much real state on the screen because it is showing the contents of every ticket as opposite to just a brief overview. The search engine's results would be more of what they wanted to see here. Or, as one mentioned something more rt-like. Can I change that? - 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 Services relationship
Hello, So, I still haven't figure out this one yet... So I'm assuming it is not possible, but I thought I will ask again one more time... Is it possible to limit the options under Service field when a user is creating a ticket based on what the user selected on the To: field? For example, if the user select To: Network Team, then he will get the services: Internet, Email, Folder Shares. But if he select To: Database Team, then we he goes to select a service he will see: Database, Student Database. I'm running OTRS 2.4.2 and ITSM 1.3 Thanks -Original Message- From: Guillermo Vargas-DellaCasa Sent: Wednesday, August 05, 2009 4:53 PM To: 'otrs@otrs.org' Subject: Queue Services relationship Hi again, How can I establish a relationship between Queue and Services? I would like customers to select a Queue on the TO: field when they are creating a ticket and that the Service field be updated to show only services handled by that particular Queue. For example: To: Networking Team Services: Internet, Email, Folder Shares To: Database Team Services: HR Database, Student Database Is that possible? Thanks! Guillermo Vargas-Dellacasa Computer Operations Manager North Hunterdon-Voorhees Regional High School District (908) 713-4199 ext 5128 gvargas-dellac...@nhvweb.net - 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 Services relationship
Hi again, How can I establish a relationship between Queue and Services? I would like customers to select a Queue on the TO: field when they are creating a ticket and that the Service field be updated to show only services handled by that particular Queue. For example: To: Networking Team Services: Internet, Email, Folder Shares To: Database Team Services: HR Database, Student Database Is that possible? Thanks! Guillermo Vargas-Dellacasa Computer Operations Manager North Hunterdon-Voorhees Regional High School District (908) 713-4199 ext 5128 gvargas-dellac...@nhvweb.net - 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 Escalation times and Pending Reminder
Hi All, I am trying to set a Pending reminder of 1 day set on a ticket with a solution time of 30 minutes. Though there is a pending reminder set before the solution time expires, the solution time still ticks and goes to negative mode. At the same time when we check in stats if any ticket has breached the escalation time , this ticket is highkighted. Is this correct? I would like to stop the solution time ticking when a ticket is pending for any reason. Can we configure this in OTRS? And also is that the correct way? Thanks Lokesh - 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
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. 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
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 frans.stekelenb...@netdialog.eu 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 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
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
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 marco.vann...@gmail.com 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 james.b...@dornc.com 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 marco.vann...@gmail.com 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 james.b...@dornc.com 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 leonardo.certu...@itcon-ltda.com 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 james.b...@dornc.com 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] 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 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 james.b...@dornc.com 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/
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 leonardo.certu...@itcon-ltda.com 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 james.b...@dornc.com 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
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 leonardo.certu...@itcon-ltda.com 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 james.b...@dornc.com 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
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 james.b...@dornc.com 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 leonardo.certu...@itcon-ltda.com 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 james.b...@dornc.com 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 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 marco.vann...@gmail.com 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 james.b...@dornc.com 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 leonardo.certu...@itcon-ltda.com 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 james.b...@dornc.com 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
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 james.b...@dornc.com 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 marco.vann...@gmail.com 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 james.b...@dornc.com 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 leonardo.certu...@itcon-ltda.com 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 james.b...@dornc.com 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:
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 21 Hope it somehow helps. On Tue, Apr 14, 2009 at 3:59 PM, Marco Vannini marco.vann...@gmail.comwrote: 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 james.b...@dornc.com 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 marco.vann...@gmail.com 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 james.b...@dornc.com 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 leonardo.certu...@itcon-ltda.com 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 james.b...@dornc.com 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
[otrs] Queue Selection in Customer Search
Hi all, It is possible to let customer have Queue selection in their search panel ? Tx MV - 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 names concatenating
Hello Currently Our Queue names concatenate at the end of the string Example shown below Queue: Web Developmen[..] Is it possible to reverse this so it was like this [..]Rest of Queue It is just for us that we have 3 layers of queue and for quick reference the end of the string is actually more informative to us Caspar Kennerdale Deputy Web Services Director 020 7970 4680 mailto:youremailaddr...@centaur.co.uk caspar.kennerd...@centaur.co.uk http://www.centaur.co.uk/ www.centaur.co.uk -- This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000. image001.jpgimage002.jpgimage003.jpgimage004.jpg___ 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 Access
I have OTRS 2.3.3 with ITSM 1.2 installed on my server, debian if it helps although I installed completely from source. I have several agents with different permissions and queues. I don't wanna give full RW access to several agents because I don't want them to be able to close tickets, however if I don't give them RW they can't see the tickets on my queues or such, just looking for the tickets on the search panel. It is not a preferences thing as I have it configure so that every user has the assigned queues on my queues on their preferences. Could you let me know how to fix this? Is there a configuration option I can change? Thanks in advance, -- Jose Bogarín ___ 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 Responses
Hi Jeffrey. The basic Mail Format is set in the Ticket::Frontend::ResponseFormat: If you got questions of this kind, try searching the SysConfig. You'll be surprise what else comes up ;0) Greets Daniel Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Jeffrey Friedman Gesendet: Montag, 26. Januar 2009 22:40 An: otrs@otrs.org Betreff: [otrs] Queue Responses I've created two responses and associated them with my queue. Both of them are blank. However, regardless of which response I choose when Compose Answer (email), I always get text in the body of my response like: Dear username, previous customer email info... previous customer email info... previous customer email info... It's almost like there are still OTRS tags (like OTRS_UserFirstname and OTRS_UserLastname) in the response, but I can't find them. Any suggestions? Thanks, Jeffrey CONFIDENTIALITY NOTICE: This e-mail and any attachments are for the exclusive and confidential use of the intended recipient and contain confidential and proprietary information. If you are not the intended recipient, be aware that any reading, distribution, disclosure, copying, printing or taking action in reliance upon this e-mail is prohibited. If you have received this in error, please notify us immediately by replying to this e-mail and promptly delete this e-mail and its attachments from your computer system. We do not waive attorney-client or work product privilege by the transmission of this message. ___ 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
