Kris Jacobs wrote:
The unsubscribe didn't work - I'll have to do it via the web page.
I believe you can send an e-mail to [EMAIL PROTECTED] or mail
the word unsubscribe to [EMAIL PROTECTED] Mailing the word
unsubscribe to the list will just post that message to the list. Or
you can use h
The unsubscribe didn't work - I'll have to do it via the web page.
Dimitri - that is none of your business.
I was simply drawing a frame of reference using something I have a lot of
experience with, in an effort to bridge what I felt was a gap in effective
communication.
Suffice it to say that
The only question I have is:
If this other product suits his needs so well then why doesn't
he just use it?!
Dimitri
--
Dimitrios Gerasimatos [EMAIL PROTECTED]
Section 343 Jet Propulsion Laboratory
4800 Oak Grove Dr.Mail Stop 264-820, Pasadena, CA 91109
It's sad guys... A flaming war about a feature that he thought was
usefull... The point on open source, is to be open to the opinions, and
try to understand sometimes those who don't have the same vision as us.
Instead of having another user that maybe would be an asset in the
future, we give him c
Look the answer and the commentary he got from Andy.. I would probably
do the same... but in privatly ...
Richard Hinkamp - BeSite a écrit:
>> Smells like you're arrogant?
>
> Please be polite to people responding to your questions...
>
>> I've worked in plenty of complex multi-user support reques
unsubscribe
>>> Andy Lubel <[EMAIL PROTECTED]> 11/27/2007 12:22 >>>
People only ask because they assume that their processes will just conform
to OTRS and they don't have to change the way they work. Sometimes I think
its harder to change human processes than it is changing a system process.
If
People only ask because they assume that their processes will just conform
to OTRS and they don't have to change the way they work. Sometimes I think
its harder to change human processes than it is changing a system process.
If ticket locking is make/break for your project, then maybe OTRS isn't
Issues raised regularly are usually indications of real problems. ;)
>>> Andy Lubel <[EMAIL PROTECTED]> 11/27/2007 11:39 >>>
It's just that we tend to revisit things that are asked pretty regularly!
Go to sysconfig and enable the "status view" and I think you will see what
"power" it gives wit
Kris Jacobs wrote:
Incident Monitor example:
A support request is opened by Agent A.
Agent A is the owning resource.
Agent A does whatever to work the request - removes it from the
HelpDesk Queue to his personal queue.
He probably takes ownership and assignment of the request. In IM
thos
It's just that we tend to revisit things that are asked pretty regularly!
Go to sysconfig and enable the "status view" and I think you will see what
"power" it gives within OTRS. We just talked about it I think 2 weeks ago.
There is no software that exists today that meets (or conforms to) 100%
In 4 years of working with IncidentMonitor in an environment with 20+ users in
it every day, I can't think of a time where two people were duplicating effort.
I'm not sure if it was because of the request owning resource / request
assigned resource characteristics or what - but having two agents
Incident Monitor example:
A support request is opened by Agent A.
Agent A is the owning resource.
Agent A does whatever to work the request - removes it from the HelpDesk Queue
to his personal queue.
He probably takes ownership and assignment of the request. In IM those are two
separate prope
Smells like you're arrogant?
Please be polite to people responding to your questions...
I've worked in plenty of complex multi-user support request systems
> - I'm having trouble drawing parallels from them to OTRS though.
You are not the first one to ask this question and most of the time i
In this situation you can either add a note to the ticket which is
already locked by the agent, or if you want to deal with the call you
can take ownership of the ticket and deal with it.
It is confusing if you are not used to working this way, infact we
weren't and ran with the automatic unlockin
So what do I do when someone in my department has a ticket locked, is out to
lunch, and a user calls with more info or requests an update?
I should be able to grab that ticket and run with the ball. Period.
>>> Andy Lubel <[EMAIL PROTECTED]> 11/27/2007 10:46 >>>
Oh boy, here we go again...
L
Smells like you're arrogant?
I've worked in plenty of complex multi-user support request systems - I'm
having trouble drawing parallels from them to OTRS though.
>>> Andy Lubel <[EMAIL PROTECTED]> 11/27/2007 10:46 >>>
Smells like 1 man helpdesk?
On 11/27/07 10:44 AM, "Nils Breunese (Lemonbi
This concept of locking tickets seems very foreign and counter-intuitive to me.
It's quite simple. See it as a pile of papers which need to be processed
by multiple people. When you process one piece of paper you take it from
the pile to your desk (lock it) and process it, maybe put some notes
Smells like 1 man helpdesk?
On 11/27/07 10:44 AM, "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> wrote:
> Kris Jacobs wrote:
>
>> Hmmm... thank you Nils.
>>
>> I'm used to working in Incident Monitor at a previous employer:
>> http://www.monitor24-7.com/corp/prod_im_overview.asp
>>
>> This co
Oh boy, here we go again...
Locking tickets is important for the enterprise, where support may not all
be in one place and there may be many agents. Its also good for
beancounting how much effort you spend on each request.
If you don't need ticket locking, just set up a shared mailbox in exchang
Kris Jacobs wrote:
Hmmm... thank you Nils.
I'm used to working in Incident Monitor at a previous employer:
http://www.monitor24-7.com/corp/prod_im_overview.asp
This concept of locking tickets seems very foreign and counter-
intuitive to me.
I am not familiar with Incident Monitor, but how d
Hmmm... thank you Nils.
I'm used to working in Incident Monitor at a previous employer:
http://www.monitor24-7.com/corp/prod_im_overview.asp
This concept of locking tickets seems very foreign and counter-intuitive to me.
-Kris
>>> "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> 11/27/2007 10:
Kris Jacobs wrote:
Please describe then the exact work flow in OTRS for this scenario:
Agent A takes a telephone call, and records the support request as
new ticket #42.
Agent A continues to take telephone calls, and records new support
requests as new tickets #43, #44, #45, #46.
While
Please describe then the exact work flow in OTRS for this scenario:
Agent A takes a telephone call, and records the support request as new ticket
#42.
Agent A continues to take telephone calls, and records new support requests as
new tickets #43, #44, #45, #46.
While Agent A is on a phone call
Kris Jacobs wrote:
The default Locking is a problem that I will have to work around if
I am going to use OTRS.
It looks like I can simply set Automatic Unlocking to something low
like 2 minutes.
Locking is a key principle in any ticketing system I believe, and most
people don't seem to
Thanks Nils.
I have had it setup for days.
I am opening and closing and manipulating test tickets now.
The default Locking is a problem that I will have to work around if I am going
to use OTRS.
It looks like I can simply set Automatic Unlocking to something low like 2
minutes.
>>> "Nils B
Kris Jacobs wrote:
Perhaps this is a lot simpler in practice, but this whole Locking
concept concerns me a bit.
Here is a scenario:
Agent A takes a call in the morning from a User.
Agent A opens new ticket#101001, and begins troubleshooting.
Agent A takes a few more calls - and while Agent
Perhaps this is a lot simpler in practice, but this whole Locking concept
concerns me a bit.
Here is a scenario:
Agent A takes a call in the morning from a User.
Agent A opens new ticket#101001, and begins troubleshooting.
Agent A takes a few more calls - and while Agent A is on the phone with
Kris Jacobs wrote:
Ah, I just formulated some further thought:
Could I simply create 1 queue per agent?
That way, in this IT department, there would be one 'main' queue, and
when a ticket is assigned or when someone takes ownership of the
ticket,
it is moved to an agent's individual queue.
Yes, you can
Make a Group for each person
-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Kris Jacobs
Verzonden: dinsdag 27 november 2007 14:23
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Practical Examples... Locking?
Ah, I
Ah, I just formulated some further thought:
Could I simply create 1 queue per agent?
That way, in this IT department, there would be one 'main' queue, and
when a ticket is assigned or when someone takes ownership of the ticket,
it is moved to an agent's individual queue.
The department manager sh
icket::Responsible:
Greetz,
Daniel
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kris Jacobs
Sent: Dienstag, 27. November 2007 14:14
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Practical Examples... Locking?
OK, I understand the rea
Kris Jacobs wrote:
OK, I understand the reasoning behind that, but it leads me to another
question:
In OTRS, isn't it plainly visible to all Agents when a ticket has been
assigned to an individual?
It is, when a ticket is locked. :o)
Here is what we have in mind at my organization:
Support
OK, I understand the reasoning behind that, but it leads me to another
question:
In OTRS, isn't it plainly visible to all Agents when a ticket has been
assigned to an individual?
Here is what we have in mind at my organization:
Support requests come in.
The department manager either assigns tick
Dear Kris,
> I still do not understand what is meant by "locking" a ticket.
>
> I do not understand why a ticket would be locked, unlocked, or what either of
> those terms mean in the context of an OTRS ticket.
A ticket lock is there to remove a ticket from the main queue (make it
invisible) so
quite easy, a ticked will be locked if someone is working on the ticket.
that means that nobody else is able to work on this ticket.
If you stop working on the ticket, you have to unlock it so that
someone else can answer this ticket.
It will protect you from multiple agents working on one ti
I have read and re-read the documentation available for OTRS @
http://doc.otrs.org
I still do not understand what is meant by "locking" a ticket.
I do not understand why a ticket would be locked, unlocked, or what either of
those terms mean in the context of an OTRS ticket.
Could someone expl
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