Hey Martin, I have a few questions to ask. I am using OTRS to answer all of my tech-support questions. Before OTRS, I used PINE. Upon using it for a few months, I had a list of pro's and con's of using OTRS. I really like the way the tickets are managed, and how tickets are escalated etc. Some users of mine require a few correspondances so its very easy for me to keep track of them with your ticketing system. Also the newly-implemented pull-down responses are nice as well. I am having a great time using OTRS. However, I saw some things that may make OTRS more managable/user friendly. I Delete function I have started to get a lot of SPAM to my tech support email address. I get about 50-100 a day. I was wondering if you guys were going to implement a delete button so I can just delete the mail, and save space. I don't want to store it. II Queue view Is it possible to have the Queue View be more like a mail box. Where you can only see the To/From/Subject line? And then when you click on it, then you see the full message? It doesn't make sense to have half of the message showing because then you only have 10 messages per page. III Changing Queues I did not understand the function of changing queues. I did not understand why I would have to send an email out to change queues? Like if I had a queue called accounts, but I wanted to change the email to the software queue, I would need to send the email out first? I didn't understand it. Maybe you can clarify. These are the main things that I encountered. I really love using OTRS. It is very useful in my job, and I thank you all for making it so wonderful. =)Diane
Hello Martin, Boo! I just realized, I put it on the wrong list. I meant to send it to the users list. Sorry. Should I repost it in the user's list? =Diane On Mon, 21 Oct 2002, Diane Shieh wrote:
Hey Martin,
I have a few questions to ask. I am using OTRS to answer all of my tech-support questions. Before OTRS, I used PINE. Upon using it for a few months, I had a list of pro's and con's of using OTRS. I really like the way the tickets are managed, and how tickets are escalated etc. Some users of mine require a few correspondances so its very easy for me to keep track of them with your ticketing system. Also the newly-implemented pull-down responses are nice as well. I am having a great time using OTRS. However, I saw some things that may make OTRS more managable/user friendly.
I Delete function
I have started to get a lot of SPAM to my tech support email address. I get about 50-100 a day. I was wondering if you guys were going to implement a delete button so I can just delete the mail, and save space. I don't want to store it.
II Queue view
Is it possible to have the Queue View be more like a mail box. Where you can only see the To/From/Subject line? And then when you click on it, then you see the full message? It doesn't make sense to have half of the message showing because then you only have 10 messages per page.
III Changing Queues
I did not understand the function of changing queues. I did not understand why I would have to send an email out to change queues? Like if I had a queue called accounts, but I wanted to change the email to the software queue, I would need to send the email out first? I didn't understand it. Maybe you can clarify.
These are the main things that I encountered. I really love using OTRS. It is very useful in my job, and I thank you all for making it so wonderful. =)Diane
Hi Diane, On Mon, Oct 21, 2002 at 05:55:48PM -0700, Diane Shieh wrote:
I have a few questions to ask. I am using OTRS to answer all of my tech-support questions. Before OTRS, I used PINE. Upon using it for a few months, I had a list of pro's and con's of using OTRS. I really like the way the tickets are managed, and how tickets are escalated etc. Some users of mine require a few correspondances so its very easy for me to keep track of them with your ticketing system. Also the newly-implemented pull-down responses are nice as well. I am having a great time using OTRS. However, I saw some things that may make OTRS more managable/user friendly.
Fine! :)
I Delete function
I have started to get a lot of SPAM to my tech support email address. I get about 50-100 a day. I was wondering if you guys were going to implement a delete button so I can just delete the mail, and save space. I don't want to store it.
I see this point. But it's a problem to delete it. -=> database inconsistency. :-/ How about a spam queue. Move all spam emails into this queue (that's all - one click). There is a program called GenericAgent.pl, this can close all tickets in the spam queue (via cron). -=> Each spam email needs just one click.
II Queue view
Is it possible to have the Queue View be more like a mail box. Where you can only see the To/From/Subject line? And then when you click on it, then you see the full message? It doesn't make sense to have half of the message showing because then you only have 10 messages per page.
Feature implemented (now). ,) Comes with 0.5 Beta8 (1-2 days).
III Changing Queues
I did not understand the function of changing queues. I did not understand why I would have to send an email out to change queues? Like if I had a queue called accounts, but I wanted to change the email to the software queue, I would need to send the email out first? I didn't understand it. Maybe you can clarify.
No. You can move tickets from one queue (e. g. accounts) into a other queue (e. g. software) without sending a email (on this move action) to the customer.
These are the main things that I encountered. I really love using OTRS. It is very useful in my job, and I thank you all for making it so wonderful. =)Diane
Thanks! =:-) Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
I Delete function
I have started to get a lot of SPAM to my tech support email address. I get about 50-100 a day. I was wondering if you guys were going to implement a delete button so I can just delete the mail, and save space. I don't want to store it.
I see this point. But it's a problem to delete it. -=> database inconsistency. :-/
Deleting would really be fine.. When I just move the ticket to an other queue they still use space in the filesystem and in database... We have hundreds ob mb in the spam queue right now... Perhaps it would possible to just mark it as deleted and then let an script reorganize the database once a day or something like that Bastian
On Tue, Oct 22, 2002 at 04:10:31PM +0200, Bastian Hoyer wrote:
I Delete function
I have started to get a lot of SPAM to my tech support email address. I get about 50-100 a day. I was wondering if you guys were going to implement a delete button so I can just delete the mail, and save space. I don't want to store it.
I see this point. But it's a problem to delete it. -=> database inconsistency. :-/
Deleting would really be fine.. When I just move the ticket to an other queue they still use space in the filesystem and in database... We have hundreds ob mb in the spam queue right now...
Perhaps it would possible to just mark it as deleted and then let an script reorganize the database once a day or something like that
Ok! I'll add this to the GenrericAgent.pl (I put it on the todo list / Beta9).
Bastian
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
Hi,
Zitat von Bastian Hoyer
I see this point. But it's a problem to delete it. -=> database inconsistency. :-/
Deleting would really be fine.. When I just move the ticket to an other queue they still use space in the filesystem and in database...We have hundreds ob mb in the spam queue right now...
Perhaps it would possible to just mark it as deleted and then let an script reorganize the database once a day or something like that
Another solution: When clicking on a 'delete#-button, the database entry for this article will just be 'linked' to a generic 'deleted' article, so the database should remain consistent.
Bastian
cu, Sibbi -- You can observe a lot by just watching.
On Tue, Oct 22, 2002 at 04:10:31PM +0200, Bastian Hoyer wrote:
I Delete function
I have started to get a lot of SPAM to my tech support email address. I get about 50-100 a day. I was wondering if you guys were going to implement a delete button so I can just delete the mail, and save space. I don't want to store it.
I see this point. But it's a problem to delete it. -=> database inconsistency. :-/
Deleting would really be fine.. When I just move the ticket to an other queue they still use space in the filesystem and in database... We have hundreds ob mb in the spam queue right now...
Perhaps it would possible to just mark it as deleted and then let an script reorganize the database once a day or something like that
This is implemented now (CVS). You can delete (from db/fs) tickets with the GenericAgent.pl.
Bastian
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972
participants (4)
-
Bastian Hoyer -
Diane Shieh -
Martin Edenhofer -
Sebastian Wormser