[otrs] RE: otrs Digest, Vol 51, Issue 64

Wed Nov 7 10:24:19 GMT 2007

If it was better implemented then yeah, Andy, I would agree with  
you.  But the locking system in OTRS doesn't distinguish between "I'm  
busy working on this" and "I just stuck a note on it then left for  
lunch".

If I want to lock a ticket I'm working on, you're right the system  
should allow that.  But OTRS requiring a lock to even stick a note on  
a ticket is absurd.

On Oct 31, 2007, at 9:52 AM, Andy Lubel wrote:
> These aren't "stupid" alternatives, more like warnings/caveats from  
> real
> world implementations.
>
> "DANGER WILL ROBINSON"
>
> The implications of disabling what some of us consider to be a core
> functionality of a multi-user helpdesk system should be presented.
>
> "Fools learn from their own mistakes while the Wise Men learn from the
> mistakes of the Fool"
>
> Good luck in whatever choice you make,
>
> Andy
>
>
>
> On 10/31/07 8:36 AM, "Mujtaba Karim" <mkarim at pixsense.com> wrote:
>
>> Guys leave it if you cant do it then don't suggest stupid alternates
>> The guy clearly said he needs to disable the lock system
>>
>> Here is how
>>
>>
>> In SysConfig, you must disable RequiredLock in these pages
>>
>> Frontend::Agent::Ticket::ViewBounce
>>
>> Frontend::Agent::Ticket::ViewClose
>>
>> Frontend::Agent::Ticket::ViewCompose
>>
>> Frontend::Agent::Ticket::ViewForward
>>
>> Frontend::Agent::Ticket::ViewMerge
>>
>> Frontend::Agent::Ticket::ViewPending
>>
>> Frontend::Agent::Ticket::ViewPhoneOutbound
>>
>> Frontend::Agent::Ticket::ViewPriority
>>
>>
>>
>> In general, check all ..View.. pages to see wether RequiredLock is  
>> enabled.
>>
>>
>>
>> Then, you can disable the links to locks: unchek
>>
>> Ticket::Frontend::MenuModule###100Lock:
>>
>> Ticket::Frontend::MenuModule###400-Owner:
>>
>> in Frontend::Agent::Ticket::MenuModule
>>
>> and Frontend::Agent::Ticket::MenuModulePre
>>
>>
>>
>> I've done these modification and worked fine without locks for a  
>> while in
>> the past
>>
>>
>>
>>
>>
>> Additionally, you might also want to disable
>>
>> Frontend::Module###AgentTicketLock:
>>
>> Frontend::Module###AgentTicketOwner:
>>
>> in Frontend::Agent::ModuleRegistration
>>
>> but I don't know if this can cause some issues
>>
>>
>> Mujtaba Karim
>> Customer Support Manager
>> PixSense Inc.
>> 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
>>  C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim at pixsense.com
>> www.pixsense.com
>>
>> -----Original Message-----
>> From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On  
>> Behalf Of
>> otrs-request at otrs.org
>> Sent: Wednesday, October 31, 2007 5:00 PM
>> To: otrs at otrs.org
>> Subject: otrs Digest, Vol 51, Issue 64
>>
>> Send otrs mailing list submissions to
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>>
>>
>> Today's Topics:
>>
>>    1.  Let OTRS mail external notify (henry at gamerzday.nl)
>>    2. Re:  Remove lock option from tickets (Andy Lubel)
>>    3. Re:  RE: what is the best linux distro in my situation?
>>       (kerneljack)
>>
>>
>> --------------------------------------------------------------------- 
>> -
>>
>> Message: 1
>> Date: Tue, 30 Oct 2007 14:50:34 +0100
>> From: henry at gamerzday.nl
>> Subject: [otrs] Let OTRS mail external notify
>> To: otrs at otrs.org
>> Message-ID: <20071030135034.6c09e171 at gamerzday.nl>
>> Content-Type: text/plain; charset="us-ascii"
>>
>> Hi,
>>
>> Is it posible to let OTRS mail a customer when a external note is  
>> made?
>>
>> --
>> Henry,
>>
>> -------------- next part --------------
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>>
>> ------------------------------
>>
>> Message: 2
>> Date: Tue, 30 Oct 2007 11:31:51 -0400
>> From: Andy Lubel <andy.lubel at gtsi.com>
>> Subject: Re: [otrs] Remove lock option from tickets
>> To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
>> Message-ID: <C34CC6A7.AE2B%andy.lubel at gtsi.com>
>> Content-Type: text/plain; charset="US-ASCII"
>>
>> How many agents, just you?  How many customers?  You simply may  
>> not have
>> enough of either to justify using a HelpDesk system such as OTRS,  
>> which is
>> geared towards SMB to enterprise customers.
>>
>> Metrics also translate into SLA's. If you care about the customer  
>> then you
>> would care to see how well you are responding to his needs?
>>
>> Can you tell me one system/application you do think does a better  
>> job of
>> making it convenient for the agent to work customer submitted issues?
>>
>> -Andy
>>
>>
>> On 10/29/07 9:36 PM, "Jo Rhett" <jrhett at svcolo.com> wrote:
>>
>>> Unless you don't care about metrics but instead convenience of
>>> answering the customer.
>>>
>>> OTRS makes everything inconvenient, as far as I can tell.
>>>
>>> On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote:
>>>> i absolutely agree.  people need to own (lock) the tickets they
>>>> work on
>>>> otherwise certain metrics you would want later cant be gotten.   
>>>> like
>>>> time open --> working (locked) --> close.
>>>>
>>>> unless of course you are a 1 man helpdesk :)
>>>>
>>>>
>>>> -Andy Lubel
>>>>
>>>>
>>>>
>>>>
>>>> -----Original Message-----
>>>> From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On
>>>> Behalf Of
>>>> Richard Hinkamp - BeSite
>>>> Sent: Friday, October 26, 2007 5:06 AM
>>>> To: User questions and discussions about OTRS.org
>>>> Subject: Re: [otrs] Remove lock option from tickets
>>>>
>>>> Disabling locks is not the way to go imho. Locks are great for
>>>> preventing double answers etc (2 people handling the same ticket at
>>>> the
>>>> same time and giving different answers to the customer for
>>>> example :S).
>>>> What you problably want is an auto unlock after an answer. What you
>>>> can
>>>> do is setting the default state after answering a ticket to "closed
>>>> succesful", in config:
>>>> $Self->{'Ticket::DefaultNextComposeType'} = 'closed successful';
>>>>
>>>> This way a ticket is closed by default after answering. When a new
>>>> reply
>>>> comes from the customer, it will show in the main queue again,
>>>> without a
>>>> lock. This way you can share all tickets with all people and  
>>>> only lock
>>>> the ticket when you are handling the ticket (and this way prevent
>>>> double
>>>> handling of same ticket).
>>>>
>>>> Richard
>>>> _______________________________________________
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>>>> => http://www.otrs.com/
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>>>> => http://www.otrs.com/
>>
>>
>>
>> ------------------------------
>>
>> Message: 3
>> Date: Wed, 31 Oct 2007 11:00:50 +0000
>> From: kerneljack <kerneljack at gmail.com>
>> Subject: Re: [otrs] RE: what is the best linux distro in my  
>> situation?
>> To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
>> Message-ID:
>> <e1e9e88d0710310400x58797d1cie5fcfe283f8c1c94 at mail.gmail.com>
>> Content-Type: text/plain; charset=ISO-8859-1
>>
>> Thank you for all your answers, one other question I have:
>>
>> How do I migrate an older OTRS database to a new installation? The
>> older one is at version 2.0.4 and i am trying to migrate to 2.2.3.
>>
>> The older installation was on a OSX Server and the new one will
>> probably be on a Centos 5 machine with OTRS 2.2.3.
>>
>> Looking at the manual at http://doc.otrs.org/2.2/en/html/c2528.html,
>> I'm thinking a simple
>>
>> /opt/otrs/scripts/backup.pl -d ...
>>
>> on the the older machine, and then a:
>>
>> /opt/otrs/scripts/restore.pl ....
>>
>> on the new box will work?
>>
>> Thanks for any help,
>>
>> On 10/28/07, Agim Cami <agimcami at gmail.com> wrote:
>>> Otrs runs fine under CentOS.
>>> Actually I use otrs under CentOS 4.4.
>>> So, no need to Install obligatory Suse or Fedora.
>>>
>>> --
>>> Agim Cami
>>> _______________________________________________
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>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>> Support or consulting for your OTRS system?
>>> => http://www.otrs.com/
>>>
>>
>> ------------------------------
>>
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>>
>>
>> End of otrs Digest, Vol 51, Issue 64
>> ************************************
>>
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>
>
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-- 
Jo Rhett
senior geek

Silicon Valley Colocation
Support Phone: 408-400-0550