gmane.comp.otrs.user

Re: Automatically assign owner on first response

Neeraj Kumar — 2013-06-19T09:55:22

Hi 

 

Please tell me fast how can I add extra text field Customer Management on
OTRS.

 

 

From: otrs-bounces< at >otrs.org [mailto:otrs-bounces< at >otrs.org] On Behalf Of
Mihai Oprea
Sent: Wednesday, June 19, 2013 2:42 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Automatically assign owner on first response

 

Hello again an thank you for your input.

Can you please tell me where do I exactly re-enable this option because I've
tried to search upon "reply" or "lock" in sysconfig and couldn't find
anything until now. 

 

Have a good day!

 

----

Mihai Oprea

From: otrs-bounces< at >otrs.org [mailto:otrs-bounces< at >otrs.org] On Behalf Of
Gerald Young
Sent: 14 iunie 2013 18:45
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Automatically assign owner on first response

 

This may happen if you've disabled locking tickets on reply.

 

On Fri, Jun 14, 2013 at 11:00 AM, Mihai Oprea <mihai.oprea< at >sphs.ro> wrote:

Thank you for your response, but on my ystem this doesn't happen. W

Re: Tickets not shown in dashboard for restricted agents

Mihai Oprea — 2013-06-19T09:17:34

I have finally maanged to figure it out, so in order to show the tickets on dashboard for agent that do not have RW permisions on a certain queue yu have to modify the following:

In sysconfig on the Frontend::Agent::Dashboard page you have to modifiy the permision key to 'ro' for every section you want them to see.
For example in my case I let the agents with 'ro' permission to see only new and open tickets and not to see escalated ones so I've change the permission from rw to ro on:
DashboardBackend###0100-TicketPendingReminder
DashboardBackend###0120-TicketNew
DashboardBackend###0130-TicketOpen

Good luck with that.

Best regards!
From: otrs-bounces< at >otrs.org [mailto:otrs-bounces< at >otrs.org] On Behalf Of Mihai Oprea
Sent: 19 iunie 2013 11:43
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Tickets not shown in dashboard for restricted agents

Can you please tell me where I can do that because I've tried to search by "Dashboard" in sysconfig and I couldn't find any option to change that.

Th

Re: Automatically assign owner on first response

Mihai Oprea — 2013-06-19T09:12:16

Hello again an thank you for your input.
Can you please tell me where do I exactly re-enable this option because I've tried to search upon "reply" or "lock" in sysconfig and couldn't find anything until now.

Have a good day!

----
Mihai Oprea

From: otrs-bounces< at >otrs.org [mailto:otrs-bounces< at >otrs.org] On Behalf Of Gerald Young
Sent: 14 iunie 2013 18:45
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Automatically assign owner on first response

This may happen if you've disabled locking tickets on reply.

On Fri, Jun 14, 2013 at 11:00 AM, Mihai Oprea <mihai.oprea< at >sphs.ro<mailto:mihai.oprea< at >sphs.ro>> wrote:
Thank you for your response, but on my ystem this doesn't happen. When the ticket is create it has an owner predefined (in my case Admin OTRS) and after some agent responds to that specific ticket, the owner doesn't change and remain Admin OTRS.

Thank you again!

----
Mihai Oprea
From: otrs-bounces< at >otrs.org<mailto:otrs-bounces< at >otrs.org> [mailto:otrs-bounces< at >otrs.org<mailto:otrs-bounces

Re: Tickets not shown in dashboard for restricted agents

Mihai Oprea — 2013-06-19T08:42:31

Can you please tell me where I can do that because I've tried to search by "Dashboard" in sysconfig and I couldn't find any option to change that.

Thank you!

----
Mihai Oprea

From: otrs-bounces< at >otrs.org [mailto:otrs-bounces< at >otrs.org] On Behalf Of Gerald Young
Sent: 18 iunie 2013 15:09
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Tickets not shown in dashboard for restricted agents

By default,  only rw permissions can effectively use the dashboard. Change in sysconfig.
On Jun 18, 2013 6:47 AM, "Mihai Oprea" <mihai.oprea< at >sphs.ro<mailto:mihai.oprea< at >sphs.ro>> wrote:
Hello again and thank you for your support.

I have another thing that I cannot figure out.
In my agent/group definition some of the agents (which I call supervisors) have all the rights for a certain queue and some other agent (normal ones) that have only certain rights like: RO, MOVE_INTO, CREATE, NOTE, OWNER.
Well the "sueprvisors" can view the opened or new tickets in dashboard, just as it should, BUT other agents that

Re: Upgrade from 3.2.2 to a new instaled 3.2.7

Claudio M. — 2013-06-18T13:20:56

In data mercoledì 12 giugno 2013 14:36:43, Claudio M. ha scritto:

Nobody can help me? 

Best regards
Claudio
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Re: Tickets not shown in dashboard for restricted agents

Gerald Young — 2013-06-18T12:09:02

By default,  only rw permissions can effectively use the dashboard. Change
in sysconfig.
 On Jun 18, 2013 6:47 AM, "Mihai Oprea" <mihai.oprea< at >sphs.ro> wrote:

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Tickets not shown in dashboard for restricted agents

Mihai Oprea — 2013-06-18T10:43:34

Hello again and thank you for your support.

I have another thing that I cannot figure out.
In my agent/group definition some of the agents (which I call supervisors) have all the rights for a certain queue and some other agent (normal ones) that have only certain rights like: RO, MOVE_INTO, CREATE, NOTE, OWNER.
Well the “sueprvisors” can view the opened or new tickets in dashboard, just as it should, BUT other agents that have the above rights can’t view anything in dashboard, they can only see their tickets in “tickets>status view”, even though the tickets are in the same queue and have the owner the respective “normal” agent.

Can you provide me an idea.

Have a good day!

----
Mihai Oprea
mihai.oprea< at >sphs.ro<mailto:mihai.oprea< at >sphs.ro>

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Re: Lenght of "System Log"

Michiel Beijen — 2013-06-18T08:07:21

Hi Ralf,

What you see in the AdminLog GUI is actually a copy of the log, written to
shared memory. This is only 32K long or so.
The actual log is, depending on your settings in Admin > SysConfig >
Framework > Core::Log, written to a log file or to syslog.

You'd be able to check old entries there.
--
Mike


On Mon, Jun 17, 2013 at 7:16 AM, Ralf Hildebrandt <
Ralf.Hildebrandt< at >charite.de> wrote:

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Lenght of "System Log"

Ralf Hildebrandt — 2013-06-17T11:16:16

Is the lenght of the "system Log" (/otrs/index.pl?Action=AdminLog)
limited? Is there a way of looking at old entries?

Re: Automatically assign owner on first response

Gerald Young — 2013-06-14T15:45:17

This may happen if you've disabled locking tickets on reply.


On Fri, Jun 14, 2013 at 11:00 AM, Mihai Oprea <mihai.oprea< at >sphs.ro> wrote:

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Re: Automatically assign owner on first response

Bogdan Iosif — 2013-06-14T15:09:46

This is unusual. Maybe you've done your tests using root as an agent? You
shouldn't operate on your tickets as root.



On Fri, Jun 14, 2013 at 6:00 PM, Mihai Oprea <mihai.oprea< at >sphs.ro> wrote:

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Re: Automatically assign owner on first response

Mihai Oprea — 2013-06-14T15:00:09

Thank you for your response, but on my ystem this doesn't happen. When the ticket is create it has an owner predefined (in my case Admin OTRS) and after some agent responds to that specific ticket, the owner doesn't change and remain Admin OTRS.

Thank you again!

----
Mihai Oprea

From: otrs-bounces< at >otrs.org [mailto:otrs-bounces< at >otrs.org] On Behalf Of Gerald Young
Sent: 14 iunie 2013 17:40
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Automatically assign owner on first response

Owner will only change on unlocked ticket and is automatically assigned upon first to respond.
One who is not an owner cannot use the reply feature.

On Fri, Jun 14, 2013 at 10:36 AM, Mihai Oprea <mihai.oprea< at >sphs.ro<mailto:mihai.oprea< at >sphs.ro>> wrote:
Hello,

I have studied and test OTRS for the past 2 month, and I found that it can do a lot of great things.
But I cannot figure out how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket.
Let me make it clear

Re: Automatically assign owner on first response

Gerald Young — 2013-06-14T14:39:39

Owner will only change on unlocked ticket and is automatically assigned
upon first to respond.
One who is not an owner cannot use the reply feature.


On Fri, Jun 14, 2013 at 10:36 AM, Mihai Oprea <mihai.oprea< at >sphs.ro> wrote:

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Automatically assign owner on first response

Mihai Oprea — 2013-06-14T14:36:40

Hello,

I have studied and test OTRS for the past 2 month, and I found that it can do a lot of great things.
But I cannot figure out how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket.
Let me make it clear:

-          Someone send an email on OTRS' address

-          A new ticket is created

-          An agent gives a response to that ticket and I want that when he does this the owner to be automatically changed to the respective agent that answered

-          Also if it changes the owner there should be a noted added to that ticket, as it is done when you manually change owner.

So please give me an advice on how can I do that or something similar if you've already done this.

Thank you and I hope I was clear enough.

Have a good day!

----
Mihai Oprea
mihai.oprea< at >sphs.ro<mailto:mihai.oprea< at >sphs.ro>
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Re: Agent e-mail lookup when composing articles?

Luca Maranzano — 2013-06-14T11:15:56

Hi Gerald, thanks for the hint, I was hoping in a simple boolean parameter
to enable :-)
Since we have a configuration with Agents in LDAP from AD and Customers in
OTRS MySQL Database, I think that I could use the multiple customer backend
feature of OTRS (as described here [1]) defining CustomerUser1 from the
current mysql and CustomerUser2 from AD via LDAP.
I'll do some tests.

Anyone has already implemented a configuration like this?

Thanks,
Luca



[1] http://doc.otrs.org/3.2/en/html/customer-user-backend.html


2013/6/12 Gerald Young <crythias< at >gmail.com>

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Link CI in Create Ticket

Esteban Monge — 2013-06-13T17:25:59

Hello:

I want know if is possible to enable one Link CI dropdown or 
autocomplete from Create Email Ticket or Create Phone Ticket.

Thanks
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Fwd: Hide Name,Incident State and Deployment State in Config Item definition

Bruno Galindro da Costa — 2013-06-13T15:40:36

Is it possible to hide Name, Incident State and Deployment State in Config
Item definition? These fields are created in each class that I wrote even
if they are not declared.

I've a special case that I must hide at least the Name field.

Re: new process ticket to customer

Alvaro Cordero — 2013-06-12T14:10:26

Hello,

To create a new process is not available at the customer interface yet (at
least that's what was told in the webinar about process management). Also
process management is available for all users, as soon as you create a
valid process it will show up in Ticket Menu the option for new Process
Ticket.

To give access to ldap users you just need to add them to the groups your
process is going to. I mean for example if you want your process ticket to
be created in X queue, your uses needs to have permission to create  ticket
into that queue, if your process changes to a queue, then only the users
who belong that group owning the queue will be able to see them. Process
management is very intuitive, I have done a lot with just following the
documentation in the Admin manual for the example Purchase Order Process.

Also there are few videos on youtobe to guide you on how to start. Also
don't be afraid to play with it and discover it's functionality by your own
(on test system of course).

Regardss


2013/6/1

Re: new process ticket to customer

Steven Carr — 2013-06-12T13:10:22

Asking the same question 3 times isn't going to get a reply. If
someone knew the answer they would have responded already.

Your best bet for implementing process functionality is to have paid
OTRS Support then you can call on support whenever you need it, and if
you're implementing something like this then it's clearly critical to
the business function so can be justified.

Steve


On 12 June 2013 13:53, Evan Lynd <ev4nlynd< at >gmail.com> wrote:
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new process ticket to customer

Evan Lynd — 2013-06-12T12:53:36

Hello all,

I'm new here and need your help..

I've created a new process in the 'Process Management' with many flows and
it's working fine.
I have a question.. How can I give permissions/configure this process to
the 'Customer Interface'?

OR

How can I give permissions to users from ldap to access this menu option in
the 'Agent Interface'?

Thank you very much.
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Restoring deleted tickets

Ralf Hildebrandt — 2013-06-12T12:38:46

I found deleted tickets in a two month old backup. mysql-wise, how can
I export the tickets from this backup and import them into the current
db?

Is there a script for that? E.g. export_ticket_dump ticketnumber and
import_ticket_dump?