I was thinking that the time field could be a counter or modifiable if the
time is not the actual time worked.
Defiantly not a timer on a ticket per say but in an action for that ticket,
e.g. Note, reply, forward, I don¹t believe that there is a Time Work Unit
Field anywhere else. My technicians
How would OTRS know what time to automagically populate the field with?
In my ticket system, my technicians may not work on a ticket from the
time it is opened until the time it is replied to. It may sit locked
for a moment while that agent also works on another issue that was
called in on the p
It would be nice if Time Work Units would fill out the time automatically
when creating a reply, forward or note etc etc.
Mik
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Added this request to the bug tracker
Bug 1754 has been added to the database
http://bugs.otrs.org
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On Thu, Apr 05, 2007 at 11:42:03AM -0700, Mike Morris wrote:
>> From: Vladimir Doisan <[EMAIL PROTECTED]>
>> Subject: [otrs] [Feature Request] Ticket Templates
>>
>> Is it possible to have a new ticket templates based on the selected Queue?
>>
>
>I wou
> From: Vladimir Doisan <[EMAIL PROTECTED]>
> Subject: [otrs] [Feature Request] Ticket Templates
>
> Is it possible to have a new ticket templates based on the selected Queue?
>
I would love to see this too... however, in the meantime, it is not difficult
to design
a w
rying
to sell theirs.
/rant
-Andy
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Alexander Scholler
Sent: Thursday, April 05, 2007 8:29 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] [Feature Request] Ticket Templates
Hi Vladimir
Hi Vladimir,
Vladimir Doisan schrieb:
> Is it possible to have a new ticket templates based on the selected Queue?
I'm also interested in such a feature. I know that you can reuse the
faq-module for ticket-templates, but I think this is not practicable.
>
> For example when a customer selects Qu
Is it possible to have a new ticket templates based on the selected Queue?
For example when a customer selects Queue named "Printer", the new
ticket text area will show the info that needs to be entered
Printer Location:
Printer Name:
Printer Model:
Description of the Problem:
An additional feat
Hello,
I think it would be helpful to increase the number of arguments which
can be passed to an external CMD via the GenericAgent. Currently the
list includes:
ARG[0] ticket number
ARG [1] ticket id
While it possible to get all data via these ids, adding more info would
be helpful and would r
OTRS.org
Subject: Re: [otrs] Feature request: call topic
For my effort, I created a javascript that fills in the
subject and body area of a new ticket with predefined
information. Only one of our groups needs this feature so
the display is dependent on the current agents group. The
feature
For my effort, I created a javascript that fills in the
subject and body area of a new ticket with predefined
information. Only one of our groups needs this feature so
the display is dependent on the current agents group. The
feature includes a list of ticket topics on the right hand
side of t
Corne Beerse wrote:
Christian Schoepplein wrote:
There is however 1 item I cannot find in OTRS: Every ticket
should have a 'topic' with it: A "subject" like item that is
selected from a pre-created list of topics.
In the end, the usage is to create statistics over these topics,
just lik
Christian Schoepplein wrote:
Hello,
On Thu, Apr 06, 2006 at 02:11:51PM +0200, Corne Beerse wrote:
At this moment I'm configuring an evealuation setup for OTRS. All goes
verry well, thanks for all that have created OTRS to what it is.
Thanks :).
There is however 1 item I cannot fi
Hello,
On Thu, Apr 06, 2006 at 02:11:51PM +0200, Corne Beerse wrote:
>At this moment I'm configuring an evealuation setup for OTRS. All goes
>verry well, thanks for all that have created OTRS to what it is.
Thanks :).
>There is however 1 item I cannot find in OTRS: Every ticket should have
>a
Hello,
At this moment I'm configuring an evealuation setup for OTRS. All goes
verry well, thanks for all that have created OTRS to what it is.
There is however 1 item I cannot find in OTRS: Every ticket should have
a 'topic' with it: A "subject" like item that is selected from a
pre-created
You can have both things just by modifying the templates. Take the
search form and insert the ticket# field where you want.
So, how do I do this exactly? Do you have an example?
regards,
Pim
PGP.sig
Description: This is a digitally signed message part
_
On 19-12-2005 at 1:23, Pim Rupert (Lemonbit) wrote:
>In other ticket management systems I find a "Jump to Ticket#" feature
>(a text field in the upper right).
>
>It might be a good idea to expand the Jump to Ticket# feature with a
>Jump to ClientID feature, since handling multiple tickets
Often, when talking on the phone with a client, or talking about a
ticket with a co-worker, you want fast access to that ticket.
OTRS is missing a feature to quickly 'jump' to a ticket# or client#.
In other ticket management systems I find a "Jump to Ticket#" feature
(a text field in the uppe
Hmm. Nice tip :-) I'll give it a go!
Thanks,
Thomas
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Peter van Beugen
Sent: Tuesday, September 13, 2005 1:44 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Feature re
PROTECTED] [mailto:[EMAIL PROTECTED] Namens Vådahl Thomas
Verzonden: dinsdag 13 september 2005 13:33
Aan: otrs@otrs.org
Onderwerp: [otrs] Feature request: customer super-users
I have a small (?) feature request that would help a lot. We need to create
customer users that would be allowed access to
I have a small (?) feature request that would help a lot. We need to create
customer users that would be allowed access to (read at least access) several
organisation-ID's. For example, in a company with 4 large branches, we would
create x users per branch and 1 super-user for the main office. T
> From: Daniel Balan <[EMAIL PROTECTED]>
> Organization: DSD
> Reply-To: "User questions and discussions about OTRS.org"
> Date: Thu, 21 Jul 2005 15:27:19 +0300
> To: "User questions and discussions about OTRS.org"
> Subject: Re: [otrs] feature req
Hello Mark,
Can you explain a little beat why do you need this feature?
I do agree with it and I also need it.
More over I think the OTRS 2 needs a better escalation system.
Lets take the scenario: there are two assistance departments, "first support
line" and "experts". There are situations when
I realize we are quite close to the actual release of 2.0.
I have been running 2.0 beta for a couple of weeks now, and the improvements
are great!
However, I have one minor feature request -- although it may turn out NOT to
be all that minor.
We use a single email address for sending requests in
Hi,
On Fri, Apr 16, 2004 at 06:40:53AM -0400, Covert, Jake wrote:
> I used to think that way as well.
>
> But notes are basically a scratch pad for notes as Admins work on a given
> task. So as I'm working for a few days on a given job, I might end up
> actually writing things down a few times a
the problem to add
> another note with corrected information?
>
> kai
>
> -Ursprüngliche Nachricht-
> Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Auftrag
> von Covert, Jake
> Gesendet: Donnerstag, 15. April 2004 20:37
> An: User questions and discussions about
with
corrected information?
kai
-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Auftrag von
Covert, Jake
Gesendet: Donnerstag, 15. April 2004 20:37
An: User questions and discussions about OTRS.
Betreff: [otrs] Feature Request
Can we have the ability to 're-e
Can we have the ability to 're-edit' notes? (maybe add to, subtract, etc...)
This would be really useful.
*
Jake Covert
Infrastructure Analyst
Electronic Data Systems
PSIC Support Group
(586) 986-9698 Work
(586) 518-3859 Pager
http://www.eds.com
Hi Mac,
On Wed, Apr 14, 2004 at 07:51:52PM +0200, [EMAIL PROTECTED] wrote:
> I am new to OTRS, but I already have some feature requests.
>
> I am used to use Outlook and besides its lack of features and of course
> limitations, at least in terms of mail quantity and user-shares, Outlook
> has so
I am new to OTRS, but I already have some feature requests.
I am used to use Outlook and besides its lack of features and of course
limitations, at least in terms of mail quantity and user-shares, Outlook
has some good things that I would also like to see in OTRS.
For example, as far as I know,
On Wednesday, March 31, 2004 8:15 PM
Covert, Jake <[EMAIL PROTECTED]> wrote:
> In the initial FAQ overview section, it lists categories that might
> not have entries in them.
Noted, thanks.
Robert Kehl
--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otr
On Saturday, April 03, 2004 2:26 AM
Covert, Jake <[EMAIL PROTECTED]> wrote:
>> When a customer zooms in on a ticket, on the right hand side, is some
>> information about the ticket. One of those items lists the owner of
>> the ticket. How could I change the CustomerTicketZoom.dtl to show
>> the f
Title: Feature request: Customer ticket zoom: owner --> real name
When a customer zooms in on a ticket, on the right hand side, is some information about the ticket. One of those items lists the owner of the ticket. How could I change the CustomerTicketZoom.dtl to show the full name of the
Feature request:
Once a ticket is linked, how do you unlink them? Of course, you could
probably clear out the ticket number in the Link page, and hit update, but I
think if there was an 'Unlink' button or link next to each of the 7 possible
link fields.
See attached image for my idea of how it m
In the initial FAQ overview section, it lists categories that might not have
entries in them.
Example: I've created a category called "Unix Administration" for my techs.
All the entries in this category are 'internal'. But when a customer takes
a look at the FAQ page, they see this category in t
Title: RE: [otrs] feature request: query "time_accounting" for all ticketsofcustomer x
Hej folks,
Kai Bühler wrote:
>we also discussed the statistics some weeks ago with Martin Edenhofer and we think we will enhance
>the statistics part in the next weeks and contribute our
On Wednesday, March 24, 2004 8:54 PM
Covert, Jake <[EMAIL PROTECTED]> wrote:
> So the feature request is this: Is there any way you could have the
> system automatically update the customer information of their tickets
> if I change their email address?
Yes, this would be a desirable feature, alt
I've come across a situation that I think might be a good feature:
I had a user call me and ask to change their email address. Happens pretty
often. I went into the admin section and updated it. But I noticed that
their old tickets (status: closed) and even their newer tickets (status:
open) we
: AW: [otrs] feature request: query "time_accounting" for all
ticketsofcustomer x
Hello,
we also discussed the statistics some weeks ago with Martin Edenhofer and we
think we will enhance the statistics part in the next weeks and contribute
our work to the OTRS product.
Feel free to se
-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Auftrag von
Robert Kehl
Gesendet: Montag, 22. März 2004 20:16
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] feature request: query "time_accounting" for all
ticketsofcustomer x
On Monday
On Monday, March 22, 2004 3:10 PM
Stephan Lauffer <[EMAIL PROTECTED]> wrote:
> we would like to have the count of all time units from
> customer x per month.
> maybe there are other otrs users who would like
> to have such a feature (hope so!). ;)
Yes, we would very much like to see more statistic
hi!
> what keeps you from querying the database? Ask your local dba, I'm sure he can
> help you with that.
i'm the dba and nothings hold me to do this.
i've asked to get this feature into otrs.
if otrs will not add this feature, i need to do it and maintain it
by myself. that's the diff. (:
--
Heya,
On Monday 22 March 2004 15:10, Stephan Lauffer wrote:
> we would like to have the count of all time units from
> customer x per month.
>
> i saw there another time unit related requests:
> "Zeit pro Bearbeiter pro Monat" (per agent per month)
> http://lists.otrs.org/pipermail/dev/2004-Januar
hi!
we would like to have the count of all time units from
customer x per month.
i saw there another time unit related requests:
"Zeit pro Bearbeiter pro Monat" (per agent per month)
http://lists.otrs.org/pipermail/dev/2004-January/000314.html
maybe there are other otrs users who would like
to h
On Thursday, March 18, 2004 4:26 PM
Robert Kehl <[EMAIL PROTECTED]> wrote:
> A good substitution would be to use $Text{"Compose Email"} instead of
> "create". This is already defined in the various Language Files, so
> you won't run into problems there.
I chose $Text{"Send mail!"} now and checked
On Thursday, March 18, 2004 4:20 PM
Robert Kehl <[EMAIL PROTECTED]> wrote:
> On Thursday, March 18, 2004 2:16 PM
> Covert, Jake <[EMAIL PROTECTED]> wrote:
>> Can you make the "Submit" button say "Save", if adding a note, and
>> "Send" if sending an email?
>
> You can do so, too. Issue a
> # fgrep -
On Thursday, March 18, 2004 2:16 PM
Covert, Jake <[EMAIL PROTECTED]> wrote:
> Right now there is a "Submit" button if you are either posting a note
> to a ticket or sending an email.
> Can you make the "Submit" button say "Save", if adding a note, and
> "Send" if sending an email?
You can do so, t
Right now there is a "Submit" button if you are either posting a note to a
ticket or sending an email.
Can you make the "Submit" button say "Save", if adding a note, and "Send" if
sending an email?
Just a UI thought.
Keep up the great work guys!
*
Jake Covert
Inf
Hi Paul,
On Thu, Dec 04, 2003 at 02:03:44AM -0500, Paul wrote:
> Oops...
>
> I meant to add that those wishing to "hack" in such a feature now, can find
> the relevant code in Kernal/System/Spelling.pm:
>
> # --
> # ignored words
> # --
> my @Ignore = qw(com org de net Cc ww
e those as well.
Paul
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> Paul
> Sent: Thursday, December 04, 2003 1:55 AM
> To: [EMAIL PROTECTED]
> Subject: [otrs] Feature request: Add ability to define words to ignore
> inspell
Hi,
It'd be great if you could add a value to config.pm that would allow us to
define a list of words that the spell checker should ignore.
Paul
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To
Hi,
It would be fantastic if the spell checking capabilities of new responses
could be added to any screens where text is entered in the Admin area. I'd
find it extremely helpful to be able to spell check things like
auto-responses, responses, signatures, etc.
It doesn't seem like it would be som
Another feature request (Yeah, I know, I'm getting annoying! :-) ).
Is it possible to change the ticket search functionality to include
specifying a date range? One of my users has been begging me for this
option, and I don't know enough Perl to be able to add it in myself.
Thanks again!
--
Chr
Is it possible to add another option to the config file so that someone who
doesn't own a ticket can still change the priority? I've got this set up in
my system by the simple expedient of commenting out the portion of
AgentPriority.pm that checks if the user is the ticket owner, but when we
upgra
Hey there,
We had a meeting for our support department today. As I've been maintaining
and configuring our OTRS system, they had me go in and discuss our support
tracking with them. A couple things came up, but most of them are due to
our bizarre queue structure so I won't mention them.
However
We are preparing a translated version.
Tnx
Paul.
Chris Salter wrote:
I also would love to look at the English version so I can provide feedback.
--
Chris Salter
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I also would love to look at the English version so I can provide feedback.
--
Chris Salter
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of
Vincent CLAUDIC
Sent: October 2, 2003 3:19 AM
To: [EMAIL PROTECTED]
Subject: Re: [otrs] Feature request: proposal for
Hi Paul,
Entschuldigung!, aber Ich habe schwieirikeiten um Deutsch zu verstehen (;-)). So I
would be please to have a look to the English version of your adaptation request.
Afterwards, I will be please to send you the feedback you're expecting.
All the best,
Vincent
Le mardi 30 septembre 200
Title: [feature request] Admin function in the admin area
Hi,
In order to correct some "problematic" mails, I normally want to go into the specific mailbox, delete an email and then restart the mail collection by otrs. (These problems are sometimes related with responses to tickets or mails
Title: Feature request - Meta Ticket Identifier
Can we have a high-level ticket title?
When I go into all of my tickets I currently own, I try to remember which ticket is related to what. The problem with this is they manner is which the tickets are identified. The most distinguishing char
Hi Chris,
On Thu, Jul 31, 2003 at 03:34:05PM -0400, Chris Salter wrote:
> We're using OTRS here to get our support emails under control, and for the
> most part it's working very well. However, upper management has asked me to
> give them more information about what's going on in the system.
Fin
Hi Jake,
On Mon, Jul 28, 2003 at 01:04:22PM -0400, Covert, Jake wrote:
> Can you code OTRS to allow semi-colons as address separators?
I know, you want it like exchange is handling it. .-)
We use perl-cpan modules for parsing/spliting emails... and the
modules don't support semi-colons because
We're using OTRS here to get our support emails under control, and for the
most part it's working very well. However, upper management has asked me to
give them more information about what's going on in the system.
Basically, what we would really like to have is a way of getting daily
reports (at
Title: Feature request - semi-colons as address separators
Can you code OTRS to allow semi-colons as address separators?
*
Jake Covert
Infrastructure Analyst
Electronic Data Systems
PSIC Support Group
(586) 986-9698 Work
(586) 518-3859 Pager
http://www.eds.
Hi Moshe,
On Mon, Mar 24, 2003 at 08:27:33PM +0200, Moshe Leibovitch (SoftLink) wrote:
> 1. can agent open a new ticket for customer in a reply? what happens is that
> customers always "reply" to the last agent reply, even if this is a totally
> new and unrelated problem.
No, you need to open the
Hi all,
So far, so good. OTRS is working very well.
Two things -
1. can agent open a new ticket for customer in a reply? what happens is that
customers always "reply" to the last agent reply, even if this is a totally
new and unrelated problem.
2. we had a problem with the agent compose page expi
Hi Hans,
On Thu, Mar 20, 2003 at 12:27:41PM +0100, Hans Scheffers wrote:
> Is it possible to change the customer.pl, so a new user (create account)
> has to fill in more details as they have to do at the moment?
> I would like to let the customer also enter his adress, phone number and
> maybe als
Title: Feature Request Customers
Hi,
Is it possible to change the customer.pl, so a new user (create account) has to fill in more details as they have to do at the moment?
I would like to let the customer also enter his adress, phone number and maybe also his bank information, so we have mo
Hi Jake,
On Tue, Mar 18, 2003 at 11:14:07AM -0500, Covert, Jake wrote:
> Feature Request or new Bug?
> ==
> When I get an email from a customer with an attachment and I try to forward
> that email (w/ associated attachment) on to someone else, the attachment
> doesn
Hi Paul,
On Tue, Mar 18, 2003 at 11:04:52AM -0500, Paul wrote:
> It'd be nice if there were some sort of option to change the grey tables
> surrounding a ticket in the QueueView to a certain color to distinguish high
> vs. low priority tickets. Also, the ability to sort by priority first then
> s
Feature Request or new Bug?
==
When I get an email from a customer with an attachment and I try to forward
that email (w/ associated attachment) on to someone else, the attachment
doesn't stay attached to the email. (did I say attach enough? ;-)
-
Hi,
It'd be nice if there were some sort of option to change the grey tables
surrounding a ticket in the QueueView to a certain color to distinguish high
vs. low priority tickets. Also, the ability to sort by priority first then
something else second would be a nice addition. (i.e. sort by priorit
Hi Jake,
On Wed, Mar 05, 2003 at 08:44:20AM -0500, Covert, Jake wrote:
> Feature request: UI change
>
> I know this is a really small thing, but I figured it might help some admins
> out of the box.
>
> The 'Home' link in the admin interface is dark blue on a black background.
> Understanding
Hi Wiktor,
Quoting Wiktor Wodecki <[EMAIL PROTECTED]>:
> > I understand the need for such a feature, no question about this.
> > In general there is the problem of proper usage and maintenace of
> > the custom fields in the OTRS (and the underlying database).
> >
> > I can say from practical expe
Feature request: UI change
I know this is a really small thing, but I figured it might help some admins
out of the box.
The 'Home' link in the admin interface is dark blue on a black background.
Understanding that this will be controlled quite easily via css next time
around, I would still advi
On Fri, Feb 28, 2003 at 04:52:58PM +0100, Sebastian Wormser wrote:
> Hi Charles,
>
> Quoting "Charles R. \"Rusty\" Thompson" <[EMAIL PROTECTED]>:
>
> > I would like to request there be more fields for customer contact
> > information such as phone, alt phone fax and a few custom fields that can b
Hi Charles,
On Fri, Feb 28, 2003 at 09:34:41AM -0500, Charles R. Rusty Thompson wrote:
> I would like to request there be more fields for customer contact
> information such as phone, alt phone fax and a few custom fields that can be
> relabeled to meet the needs of the OTRS implementor. Right no
Hi Jake,
On Thu, Feb 27, 2003 at 03:26:11PM -0500, Covert, Jake wrote:
> 1) Add / Enable a customer preference that allows them to only see their
> open tickets in the 'My Tickets' view.
You are not the first one with this feature request. So I added this feature
the the CVS (1.1 tree).
> Jak
Hi Jake,
On Wed, Feb 26, 2003 at 12:49:04PM -0500, Covert, Jake wrote:
> 1) Phone number field for the customers and a way to make this field
> mandatory.
OTRS 1.1 comes with a lot of this features (also partially OTRS 1.0).
I will write a chapter for the online doc for the different customer
b
Hi Charles,
Quoting "Charles R. \"Rusty\" Thompson" <[EMAIL PROTECTED]>:
> I would like to request there be more fields for customer contact
> information such as phone, alt phone fax and a few custom fields that can be
> relabeled to meet the needs of the OTRS implementor. Right now we have to
>
We've been using OTRS in-house for a few days now and I have a request. It
appears to me that every time we find something that seems perfect for us,
it's always missing one little thing that makes it 100% perfect. OTRS needs
to have a few more customer-contact features as you currently have to use
Feature Request:
1) Add / Enable a customer preference that allows them to only see their
open tickets in the 'My Tickets' view.
Cheers,
Jake Covert
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Currently, you have to look in the history to see that
Thanks,
Moshe
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Feature request:
1) Phone number field for the customers and a way to make this field
mandatory.
Jake Covert
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Title: AW: [otrs] Feature request: Time units
Hello Martin,
thanks for your feedback.
>> One thing I am missing at the moment is an automated recording of the
>> spended time per ticket. We have to report the time spended per ticket, well
>> and I am a little bit forgetf
Hi Ralph,
On Fri, Feb 21, 2003 at 01:18:25PM +0100, Ralph M?ller wrote:
> first of all, thanks for your great work! From version to version it gets
> more and more exciting!
Thanks! :)
> One thing I am missing at the moment is an automated recording of the
> spended time per ticket. We have to
Title: Feature request: Time units
Hello,
first of all, thanks for your great work! From version to version it gets more and more exciting!
One thing I am missing at the moment is an automated recording of the spended time per ticket. We have to report the time spended per ticket, well and
Hi Marco,
On Thu, Nov 21, 2002 at 09:20:54PM +0100, Marco Cintolesi wrote:
> Here in Technets the OTRS is becoming the "killer app" for the customer
> support, we are very happy with the app, and we can start to ask some
> features to the development team:
>
> The most requested feature from the
Hi all,
Here in Technets the OTRS is becoming the "killer app" for the customer
support, we are very happy with the app, and we can start to ask some
features to the development team:
The most requested feature from the customer support team is the possibility
to add to the responses some "standar
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