Dear Sirs, (This mail is already sent to the users-list, but the response was scarce, so I try here - sorry if this is a duplicate for most of you. My most critical concern is the possibility to get any enhancements back into OTRS, since this is important both to us and our customer. Any info on the viability of our tasks would also be most welcome). We're currently evaluating OTRS for use in a fairly complex ticket-handling environment (thanks to all developers for an excellent system). For this project to succeed, we need the following features which currently does not seem to be supported by OTRS. - Relationships between tickets (e.g. "dependencies" - that ticket A depends on ticket B to be resolved). - The opportunity to associate keywords/metadata with tickets (this would of course also affect the search-interface). - Web-interface for updating an LDAP-server. We plan to integrate this with OpenLDAP, and we need to associate individual customers with organizations. - Of lesser importance is the possibility to associate several attachments to tickets and responses in the web-interface - is this as trivial as we hope? Is anyone already working on this, or has anyone good third-party products to recommend (this is probably most relevant for the LDAP-interface)? We're on a fairly tight schedule, and if necessary, we're willing to do most of the work, but I'd be very happy to receive guidance in the process - especially since it's important to us that our enhancements could be inserted back into the OTRS-core. -- Best regards Jon Grov, Linpro as
On Tue, Nov 25, 2003 at 03:39:55PM +0100, Jon Grov wrote:
- Web-interface for updating an LDAP-server. We plan to integrate this with OpenLDAP, and we need to associate individual customers with organizations.
Is anyone already working on this, or has anyone good third-party products to recommend (this is probably most relevant for the LDAP-interface)? search for yala on freshmeat, it needs some tuning but looks good to me.
We're on a fairly tight schedule, and if necessary, we're willing to do most of the work, but I'd be very happy to receive guidance in the process - especially since it's important to us that our enhancements could be inserted back into the OTRS-core.
Well, provide Diff's for each component, write documentation and I'm sure Martin will integrate your changes. -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783
On Tuesday, November 25, 2003 3:39 PM
Jon Grov
- Relationships between tickets (e.g. "dependencies" - that ticket A depends on ticket B to be resolved). - The opportunity to associate keywords/metadata with tickets (this would of course also affect the search-interface).
You may somewhat "chain" tickets together using the freetext fields and/or customerIds, however, there is currently no possibility to let them depend on each other, nor their states.
- Of lesser importance is the possibility to associate several attachments to tickets and responses in the web-interface - is this as trivial as we hope?
Yes, simply create them via the admin interface: http://localhost/otrs/index.pl?Action=AdminAttachment and assign them to the specific responses: http://localhost/otrs/index.pl?Action=AdminResponseAttachment which in turn are assigned to your queues: http://localhost/otrs/index.pl?Action=AdminQueueResponses hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (3)
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Jon Grov -
Robert Kehl -
Wiktor Wodecki