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
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 would love to see this too... however, in the mean
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
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
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
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
When I understand you right, this is very easy:
Create 4 groups (branch 1-4) and make each user member of their specific group.
In the queue config you can assign the queue to a group.
The superuser will be member of all the groups.
Regards,
Peter
-Oorspronkelijk bericht-
Van: [EMAIL PR
> 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
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
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 day for a few days. This ends up
with a whole lot of "Notes".
If 'history
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
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: 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
nd us your ideas or requests you would like to see in
otrs-stats part.
Kai Buehler
-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] featu
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
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
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
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 www Jan Feb Mar Apr May Jun Jul Aug
Sep Oct Nov Dec
Fwd DNS http CC ca html tm
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
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
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 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
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
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
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
>
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
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
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