Re: [otrs] Viewing all tickets via Customer Interface
Hi again chaps, Has anyone actually got this working? I'm starting to think that this may be a limitation of OTRS. If that is the case, can anyone suggest any alternative ways of looking at this issue? Ie is there a way of displaying the current number of locked/open tickets in the customer interface? Or is there a way to have a user with their own CustomerID(Unique) and a shared ID (Not unique) therefore the "company tickets" view will be populated with all the tickets? Any comments would be appreciated, this is the last thing I have to sort out beofre I deploy it... Thanks, David On Tue, Aug 4, 2009 at 4:28 PM, David Holder wrote: > Hi, thanks for your reply. > > 1) should be already sorted, customers have access to their own tickets in > a specific queue > 2) I would like customers to view tickets that aren't assigned to them, ie > I want them to view everything in a queue, regardless of if the tickets > belong to them or not > > Thanks, > > David > > > > On Tue, Aug 4, 2009 at 3:43 PM, IT easyap wrote: > >> To have acccess from customer interface to watch tickets there are some >> requirements >> >> >> >> 1) the customer user should have access to the queues ( in your >> case to the queue IT Help Desk ) >> >> 2) the ticket must be assigned to the customer ( you can assign for >> email tickets using a rule in postmaster filter) >> >> >> -- >> >> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf >> Of *David Holder >> *Sent:* martes, 04 de agosto de 2009 13:32 >> *To:* User questions and discussions about OTRS. >> *Subject:* [otrs] Viewing all tickets via Customer Interface >> >> >> >> Hi all, >> >> I've almost got OTRS running exactly how I need to, due to many long >> nights and awesome support from the members of this mailing list. >> >> I just have one obstacle left before I can deploy this at my workplace. >> >> There is a requirement for everyone in the organisation I work for to be >> able to view ALL the tickets assigned to the IT Help Desk. This is mainly to >> demonstrate the current workload and where their request is in the queue. >> >> I have agents and customers logging in via LDAP. I've noticed that in the >> customer interface there are sections for "MyTickets" and "CompanyTickets". >> Is it possible to have "CompanyTickets" displaying all tickets in a >> particular queue? if so, can someone please tell me how I go about this? >> >> Thanks, >> >> David >> >> - >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Viewing all tickets via Customer Interface
Hi, thanks for your reply. 1) should be already sorted, customers have access to their own tickets in a specific queue 2) I would like customers to view tickets that aren't assigned to them, ie I want them to view everything in a queue, regardless of if the tickets belong to them or not Thanks, David On Tue, Aug 4, 2009 at 3:43 PM, IT easyap wrote: > To have acccess from customer interface to watch tickets there are some > requirements > > > > 1) the customer user should have access to the queues ( in your case > to the queue IT Help Desk ) > > 2) the ticket must be assigned to the customer ( you can assign for > email tickets using a rule in postmaster filter) > > > -- > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of > *David Holder > *Sent:* martes, 04 de agosto de 2009 13:32 > *To:* User questions and discussions about OTRS. > *Subject:* [otrs] Viewing all tickets via Customer Interface > > > > Hi all, > > I've almost got OTRS running exactly how I need to, due to many long nights > and awesome support from the members of this mailing list. > > I just have one obstacle left before I can deploy this at my workplace. > > There is a requirement for everyone in the organisation I work for to be > able to view ALL the tickets assigned to the IT Help Desk. This is mainly to > demonstrate the current workload and where their request is in the queue. > > I have agents and customers logging in via LDAP. I've noticed that in the > customer interface there are sections for "MyTickets" and "CompanyTickets". > Is it possible to have "CompanyTickets" displaying all tickets in a > particular queue? if so, can someone please tell me how I go about this? > > Thanks, > > David > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Viewing all tickets via Customer Interface
To have acccess from customer interface to watch tickets there are some requirements 1) the customer user should have access to the queues ( in your case to the queue IT Help Desk ) 2) the ticket must be assigned to the customer ( you can assign for email tickets using a rule in postmaster filter) _ From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David Holder Sent: martes, 04 de agosto de 2009 13:32 To: User questions and discussions about OTRS. Subject: [otrs] Viewing all tickets via Customer Interface Hi all, I've almost got OTRS running exactly how I need to, due to many long nights and awesome support from the members of this mailing list. I just have one obstacle left before I can deploy this at my workplace. There is a requirement for everyone in the organisation I work for to be able to view ALL the tickets assigned to the IT Help Desk. This is mainly to demonstrate the current workload and where their request is in the queue. I have agents and customers logging in via LDAP. I've noticed that in the customer interface there are sections for "MyTickets" and "CompanyTickets". Is it possible to have "CompanyTickets" displaying all tickets in a particular queue? if so, can someone please tell me how I go about this? Thanks, David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
RE: [otrs] Viewing all tickets in a queue
thanks a lot -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] la part de Nils Breunese (Lemonbit) Envoye : mardi 26 juin 2007 13:36 A : User questions and discussions about OTRS.org Objet : Re: [otrs] Viewing all tickets in a queue Raphael Condom wrote: > I didn't find the right parameter Status/View from the Sysconfig. > Could you give me more information. Admin -> SysConfig -> Group: Ticket -> Frontend::Agent::ModuleRegistration -> enable Frontend::Module###AgentTicketStatusView. You could also have used SysConfig's search function. And please search the archives before posting. Nils Breunese. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Viewing all tickets in a queue
Raphael Condom wrote: I didn't find the right parameter Status/View from the Sysconfig. Could you give me more information. Admin -> SysConfig -> Group: Ticket -> Frontend::Agent::ModuleRegistration -> enable Frontend::Module###AgentTicketStatusView. You could also have used SysConfig's search function. And please search the archives before posting. Nils Breunese. PGP.sig Description: Dit deel van het bericht is digitaal ondertekend ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] Viewing all tickets in a queue
Hello, I didn't find the right parameter Status/View from the Sysconfig. Could you give me more information. Thanks ! Raph, De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] la part de Mark Moore Envoyé : lundi 25 juin 2007 17:20 À : User questions and discussions about OTRS.org Objet : Re: [otrs] Viewing all tickets in a queue Gabriele D'Andrea wrote: >> 1) Is it possible to see all tickets in a queue? At present when >> a ticket in the 'systems' queue is owned by another member, >> I can't see it. > > You can do a Search, or you could enable Status/View from the Sysconfig > > Hope this helps... Got it. Thanks! > > Gabriele > -- Mark --0- -- Mark Moore UCAR/NCAR/CGD [EMAIL PROTECTED] 1850 Table Mesa Drive (W) 303 497-1338 Boulder, CO 80305 (F) 303 497-1324 ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Viewing all tickets in a queue
Gabriele D'Andrea wrote: >> 1) Is it possible to see all tickets in a queue? At present when >> a ticket in the 'systems' queue is owned by another member, >> I can't see it. > > You can do a Search, or you could enable Status/View from the Sysconfig > > Hope this helps... Got it. Thanks! > > Gabriele > -- Mark --0- -- Mark Moore UCAR/NCAR/CGD [EMAIL PROTECTED] 1850 Table Mesa Drive (W) 303 497-1338 Boulder, CO 80305 (F) 303 497-1324 ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Viewing all tickets in a queue
1) Is it possible to see all tickets in a queue? At present when a ticket in the 'systems' queue is owned by another member, I can't see it. You can do a Search, or you could enable Status/View from the Sysconfig Hope this helps... Gabriele - Original Message - From: "Mark Moore" <[EMAIL PROTECTED]> To: Sent: Saturday, June 23, 2007 12:19 AM Subject: [otrs] Viewing all tickets in a queue Hi, I'm thinking about switching our helpdesk to OTRS, but I have two questions about the web interface. 1) Is it possible to see all tickets in a queue? At present when a ticket in the 'systems' queue is owned by another member, I can't see it. 2) Is is possible to all queues that I'm a member of listed on the same line as the "My Queues" line, regardless of the ticket status in those queues? TIA -- Mark --0- -- Mark Moore UCAR/NCAR/CGD [EMAIL PROTECTED] 1850 Table Mesa Drive (W) 303 497-1338 Boulder, CO 80305 (F) 303 497-1324 ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] Viewing ALL tickets
Thanks for the heads-up, I see that I needed to go into that queue from the view you mentioned, and yes there was a number showing the number of tickets, click on that number and.. voila Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 [EMAIL PROTECTED] www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, April 25, 2006 12:00 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Viewing ALL tickets Tom French wrote: > I have read the doc.s , unfortunately, it does not help me see the > tickets. > I am a user and added myself to the admin group. When I log in, I > only see the tickets assigned to myself. i.e. "My Own Queue" > > Can you give me a procedure (short) to make sure it is correct. When I login (I am in the admin group) I see a list of my locked tickets. There's a link under the header 'Queue: My Queues' to 'All tickets: [some number]'. I can click that number and get a listing of all tickets. The link takes me to /otrs/index.pl? Action=AgentTicketQueue&QueueID=0&ViewAll=1 > We do have a few tickets outstanding that have not been acted upon, > as I have logged in with the customer credentials, and saw them in > their queue. Check out automatic unlocking (http://doc.otrs.org/2.0/en/html/ x1362.html) and ticket escalation (http://doc.otrs.org/2.0/en/html/ x1379.html) to see if those could help. Nils Breunese. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Viewing ALL tickets
Tom French wrote: I have read the doc.s , unfortunately, it does not help me see the tickets. I am a user and added myself to the admin group. When I log in, I only see the tickets assigned to myself. i.e. "My Own Queue" Can you give me a procedure (short) to make sure it is correct. When I login (I am in the admin group) I see a list of my locked tickets. There's a link under the header 'Queue: My Queues' to 'All tickets: [some number]'. I can click that number and get a listing of all tickets. The link takes me to /otrs/index.pl? Action=AgentTicketQueue&QueueID=0&ViewAll=1 We do have a few tickets outstanding that have not been acted upon, as I have logged in with the customer credentials, and saw them in their queue. Check out automatic unlocking (http://doc.otrs.org/2.0/en/html/ x1362.html) and ticket escalation (http://doc.otrs.org/2.0/en/html/ x1379.html) to see if those could help. Nils Breunese. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
