
Hi All I have a 5 queues and one of the queue should have custom status like "Development", "Unit Testing", "Tested" etc. When agent views the ticket in the above queue, he should view the status of ticket like "Development", "Unit Testing", "Tested" etc. Can any one of you guide me how to create the custom status for a queue in the otrs system? Any help greatly appreciated, Thanks John

AFAIK, status list is global. When you define a status, all queues and all
agents are able to use it. You can try to use ACL to restrict the status
usage per queue or agent. I never tried.
I usually make workflows using sub-queues and move the ticket between them.
In your case say you have a queue called Changes where the statuses should
be Development, Unit Testing etc. I would create the queues Development,
Unit testing and set the "Subqueue of" parameter to Changes. You can use
normal agent access control for managing available actions (i.e. ticket
moves) between the queues then.
Regards,
Anton.
2009/8/17 John John
Hi All I have a 5 queues and one of the queue should have custom status like "Development", "Unit Testing", "Tested" etc. When agent views the ticket in the above queue, he should view the status of ticket like "Development", "Unit Testing", "Tested" etc. Can any one of you guide me how to create the custom status for a queue in the otrs system? Any help greatly appreciated, Thanks John
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Hi Anton
Thanks for your reply but my question is the agent can view the status as
"Development", "unit testing" etc.
Could you please throw more pointers
Thanks in advance
John
On Tue, Aug 18, 2009 at 11:29 AM, Anton Gubar'kov
AFAIK, status list is global. When you define a status, all queues and all agents are able to use it. You can try to use ACL to restrict the status usage per queue or agent. I never tried.
I usually make workflows using sub-queues and move the ticket between them. In your case say you have a queue called Changes where the statuses should be Development, Unit Testing etc. I would create the queues Development, Unit testing and set the "Subqueue of" parameter to Changes. You can use normal agent access control for managing available actions (i.e. ticket moves) between the queues then.
Regards, Anton.
2009/8/17 John John
Hi All I have a 5 queues and one of the queue should have custom status like "Development", "Unit Testing", "Tested" etc. When agent views the ticket in the above queue, he should view the status of ticket like "Development", "Unit Testing", "Tested" etc. Can any one of you guide me how to create the custom status for a queue in the otrs system? Any help greatly appreciated, Thanks John
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My telling bone said I wrote a message that was not conceivable. I'm sorry.
I hope a second try is better.
I suggest to move the ticket between the queues to indicate the status
change between Delevopment, Unit testing and Acceptance testing instead of
changing the ticket status.
Agents can see what queue this ticket is in at the moment. The status stays
at "Open" until the ticket is resolved. The ticket is placed in queue
"Development", it is moved by the responsible developer to the queue "Unit
testing" and the internal tester can start working on it then. Once unit
testing is completed successfully, the ticket is moved to the "Acceptance
Tesing" queue and the dispatcher can contact the customer (or a key user) to
do the acceptance testing. In case the testing failes, the ticket is moved
back to the "Development" queue.
I hope my suggestion is clearer now.
If you want to experiment with ACLs - here is the link to the docs
http://doc.otrs.org/2.4/en/html/c2128.html
Additionally this
searchhttp://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&Subaction=Search&Submit=...will
list FAQ articles on ACL.
Regards,
Anton.
2009/8/19 John John
Hi Anton Thanks for your reply but my question is the agent can view the status as "Development", "unit testing" etc. Could you please throw more pointers Thanks in advance John On Tue, Aug 18, 2009 at 11:29 AM, Anton Gubar'kov < anton.gubarkov@gmail.com> wrote:
AFAIK, status list is global. When you define a status, all queues and all agents are able to use it. You can try to use ACL to restrict the status usage per queue or agent. I never tried.
I usually make workflows using sub-queues and move the ticket between them. In your case say you have a queue called Changes where the statuses should be Development, Unit Testing etc. I would create the queues Development, Unit testing and set the "Subqueue of" parameter to Changes. You can use normal agent access control for managing available actions (i.e. ticket moves) between the queues then.
Regards, Anton.
2009/8/17 John John
Hi All I have a 5 queues and one of the queue should have custom status like "Development", "Unit Testing", "Tested" etc. When agent views the ticket in the above queue, he should view the status of ticket like "Development", "Unit Testing", "Tested" etc. Can any one of you guide me how to create the custom status for a queue in the otrs system? Any help greatly appreciated, Thanks John
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participants (2)
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Anton Gubar'kov
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John John