it appears that refresh only works on ticket overview but not ticket zoom.
Correct me if I am wrong.
On Wed, Jul 3, 2013 at 2:19 PM, Roman Gelfand wrote:
> I am running otrs 3.2.7. The customer site is not refreshing ticket
> detail when a new note is added by the agent. The custom
I am running otrs 3.2.7. The customer site is not refreshing ticket
detail when a new note is added by the agent. The customer set
refresh interval in preferences to 2 minutes.
Is there anything I need to do to make this work?
Thanks in advance
--
an agent. A customer submits a
> ticket and expects a response, he/she is agnostic to the process of
> managing the ticket.
>
> Steve
>
>
> On 2 July 2013 02:39, Roman Gelfand wrote:
>> While agent/group mapping has a full array of fine-grained of
>> permissions, the cu
While agent/group mapping has a full array of fine-grained of
permissions, the customer/group access permission only shows RO or RW.
Is there a way to add permissions like change owner, move to queue,
etc..?
If this is not a proper use in case of customer/group, please, let me know.
Thanks in ad
Two customers, customer a and b, belong to the same company. It
appears that customer b could reply to customer a's ticket. How can't
I restrict customer b's access to customer a's tickets to read only?
Also, is there block a customer from changing ticket state (ie.. open,
closed successful, clo
Consider a company that uses otrs for it's helpdesk application for
internal purposes. It's employees create trouble tickets.
What would be a correct approach for this? Do I create a single
customer and employees as customer users? If so, how do I prevent
customer users from updating the other
I got my answer. I needed to make change in in appropriate .dtl.
Thanks
On Thu, Jun 6, 2013 at 10:15 AM, Roman Gelfand wrote:
> Outside of creating a ticket, I would like prevent a customer from
> changing ticket state. How do I do that?
>
> Thank
Outside of creating a ticket, I would like prevent a customer from
changing ticket state. How do I do that?
Thanks in advance
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Are you a new user to an existing installation? If so, you should ask your
> admin. If you've just installed OTRS, you should have installed 3.2.latest.
>
>
> On Wed, Jun 5, 2013 at 9:23 PM, Roman Gelfand wrote:
>>
>> I am using otrs version 2.4 When logging in as agen
I am using otrs version 2.4 When logging in as agent, I can't seem to
find a way to add a ticket. Is that by design? If not, could you let
me know how to do this.
Thanks in advance
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I was wondering if someone could suggest the accepted approach(es) for
handling the following scenario...
A company has help desk department that supports only it's employees.
There are three categories of support tickets (ie hardware, software,
other). Each category should have it's own queue.
After installing otrs, I found an odd tickets in a queue. It was signed by
darthwader. Is this ticket generated on install or should I be concerned
about my network security?
Thanks in advance
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