[otrs] Filter ticket types for agents upon creation of tickets

Hello, I am trying to configure so the agents only have a filtered list of ticket types to chose from when creating a ticket. I want to filter the list based on what group the user belongs to. It could probably work with sorting based on the queue as well I think, but that is the second option.

Re: [otrs] Filter ticket types for agents upon creation of tickets

On Jul 27, 2011, at 10:08 AM, nik...@iandapp.com wrote: Hello, I am trying to configure so the agents only have a filtered list of ticket types to chose from when creating a ticket. I want to filter the list based on what group the user belongs to. It could probably work with sorting

[otrs] MediaWiki access to user database

Hi, We would like to set up a MediaWiki portal for external customers. They are already registered in OTRS. Would it be possible for MediaWiki to authenticate against the OTRS customer database? I realize this is not an OTRS question, but people here might have used/heard of this kind of

Re: [otrs] MediaWiki access to user database

Hi Lars, On 27.07.2011 12:30, Lars Jørgensen wrote: Hi, We would like to set up a MediaWiki portal for external customers. They are already registered in OTRS. Would it be possible for MediaWiki to authenticate against the OTRS customer database? Theoretically, yes. You have to write

Re: [otrs] Prevent auto assign/lock

The users have RO/Note/Priority Change permissions currently.. Does the ticket only lock when they change the priority but not when they just view a ticket? -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, July 26,

Re: [otrs] Prevent auto assign/lock

yes, tickets don't lock if you just view the ticket. And you can configure whether or not they lock if you add notes, change priorities etc; you can configure that in the SysConfig. -- Mike On Wed, Jul 27, 2011 at 15:43, Gadow, Shawn sga...@ocusd.net wrote: The users have RO/Note/Priority

[otrs] Users fields template

Hi there, Are there any way to have our own defined form of reference for the tickets? I want to have a reference for hardware ticket like Re.hw2, for exemple. Regards, Xiaoxing - OTRS mailing list: otrs - Webpage:

[otrs] Auto assignement of the resposibility of the ticket

Hi there, Is it possible to assign the ticket to a owner or a resposibility automatically when a ticket is created? Regards, Xiaoxing - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive:

Re: [otrs] making sysconfig work from web gui

I don't get a pull down box. That's the problem DASHBOARD TICKETS STATISTICS CUSTOMERS ADMIN SysConfig Result Please enter a search term to look for settings. This is how it appears on my screen. No pull down box and no search widget. Does this make the issue more clear ? Now the scary

Re: [otrs] making sysconfig work from web gui

The whole sysconfig tool is broken. Ive managed to find places where I can manually hack the xml to make the right things happen, but that’s not really the right way and the changes will probably get lost on the 1st reboot. -Original Message- From: otrs-boun...@otrs.org

[otrs] communicating with customers via OTRS

The user sends email to otrs. The ticket is created. Now I need more info. If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see bounce forward and 2 dropdowns with only 1 selection each reply reply-all. There doesn't seem

Re: [otrs] communicating with customers via OTRS

The user sends email to otrs. The ticket is created. Now I need more info. If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see bounce forward and 2 dropdowns with only 1 selection each reply reply-all. There doesn't

Re: [otrs] communicating with customers via OTRS

Dear Robert, On 28.07.2011, at 00:35, Robert Woodworth wrote: The user sends email to otrs. The ticket is created. Now I need more info. If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see bounce forward and 2

Re: [otrs] communicating with customers via OTRS

I saw the Empty Answer and couldn't figure out what it did. I clicked to link it to all queues and that fixed that whole issue. THANKS ! -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Kristofer Pettijohn Sent: Wednesday, July 27, 2011 3:42 PM

Re: [otrs] communicating with customers via OTRS

I downloaded all 600 some odd lines of the PDF. The explanation of what the Empty Answer was for didn't make sense to me so I didn't mess with it. Once someone told me what it was for in language I could understand, it actually fixed a bunch of things I hadn't asked about. Im still stumped on

Re: [otrs] Auto assignement of the resposibility of the ticket

Hi Xiaoxing, via SOAP create? http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=369 -- Never 2011/7/28 Xiaoxing Meng xiaoxing.m...@ericsson.com: Hi there, Is it possible to assign the ticket to a owner or a resposibility automatically when a ticket is created? Regards, Xiaoxing

[otrs-de] Anwenderfrage

Hallo Zusammen, mal eine Frage an die Nutzergemeinde: Wenn ein Agent ein Ticket bearbeitet und feststellt, dass bspw. die Softwareentwicklung eingreifen muss, wie wird der Ablauf im System abgebildet, so das der Entwickler das Ticket bearbeitet und wieder zurückgibt? Schiebt der Agent es

[otrs-de] Ticket mit einer TickeID in mehreren Queues

-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hallo Zusammen, ich habe hier eine interessante Anforderung bekommen, welche wohl problematisch ist. Geben sei für das Beispiel: Queue-1 mit 1...@system.de und Queue-2 mit 2...@system.de. Mein User möchte in Queue-2 ein Ticket erzeugen. Mit der

Re: [otrs-de] Ticket mit einer TickeID in mehreren Queues

Hallo das was Du suchst stellt glaube ich die Cape-It mit Ihren Master Slave Tickets zur Verfügung. Die Erweiterung , die auch noch viel mehr beinhaltet, heißt Kix4OTRS. Jede Aktion auf dem Master erzeugt auch eine Aktion an allen Slaves. Das könnte Dir helfen. Gruß

Re: [otrs-de] Ticket mit einer TickeID in mehreren Queues

Hi, das wird nur mit einem Postmasterfilter klappen, der (a) die Ticketnummer im Subject dynamisch anpasst und (b) die Ticketnummer in der jeweils anderen Queue in einem Freitextfeld (etwa externe Ticketnummer) hinterlegt. VG, Felix On 07/27/11 17:23, Thomas Wittmann wrote: Hallo Zusammen,

Re: [otrs-de] Anwenderfrage

Hallo Dirk, On 27.07.2011, at 16:31, procar informatik AG - Dirk Pfizenmaier wrote: Wenn ein Agent ein Ticket bearbeitet und feststellt, dass bspw. die Softwareentwicklung eingreifen muss, wie wird der Ablauf im System abgebildet, so das der Entwickler das Ticket bearbeitet und wieder

Re: [otrs-de] Anwenderfrage

Hi, dafür gibts mehrere Möglichkeiten: Ticket::Watcher; Ticket::Responsible; Softwareentwickler gibt das Ticket nach Bearbeitung an einen vormaligen Besitzer zurück (dafür gibts ein eigenes Dropdown im Ticket::ViewOwner); Softwareentwickler geht die Historie des Tickets durch und entscheidet