February 2005 - otrs - OTRS mailing lists

RE: [otrs] Last activity in queue view?
by Talley, Brooks 16 Feb '05

16 Feb '05

Yes, in this case the goal is to not necessarily have it go back to the same agent. The idea is that the response is often generic ("have the user disable javascript and try again"), and it should go back into the main queue so it can be sent back to the user even if the original tier 1 agent is now off-shift. I'll pass along this idea as a workaround, but I'd really love to find a way to include "last activity" in the overall queue view. Cheers -Brooks ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pete McDonnell Sent: Wednesday, February 16, 2005 11:09 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Last activity in queue view? The developer could change the owner to a particular tier 1 agent, which sends a message they type into the comments box. Would the ticket not be directed back to the original agent to respond to the customer anyway? - Pete McDonnell Manager, Technical Services Hip Interactive ________________________________ From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Wednesday, February 16, 2005 1:56 PM To: User questions and discussions about OTRS. Subject: [otrs] Last activity in queue view? Hi, everyone. So far, OTRS is working out great for us. Thanks to everyone who has put time and energy into it! We've run into a minor process issue. We have a tier 1 support group that is responsible for most customer interaction. Periodically a question comes up that they need help from a developer on. So far, so good: tier 1 moves the ticket into the developer queue. However, we don't want developers responding directly to customers (things like tact and grammar aren't always developers' strong suits). So the developer adds a note to the ticket, explaining what the customer should do or be told or whatever, and moves the ticket back to the tier 1 queue. That's where the difficulty is; in queue view, tier 1 can't tell that the ticket has come back from development with a note attached. So, if a different tier 1 person sees it, they just put it back in the developer queue. Which drives the developer nuts. Is there a way to add a "Last activity: note from [developer username]" type of line to the queue view? It's clearly visible if you zoom the ticket, but it would make life easier if tier 1 people could act on some tickets without zooming them. Thanks -b

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RE: [otrs] Last activity in queue view?
by Pete McDonnell 16 Feb '05

16 Feb '05

The developer could change the owner to a particular tier 1 agent, which sends a message they type into the comments box. Would the ticket not be directed back to the original agent to respond to the customer anyway? - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Wednesday, February 16, 2005 1:56 PM To: User questions and discussions about OTRS. Subject: [otrs] Last activity in queue view? Hi, everyone. So far, OTRS is working out great for us. Thanks to everyone who has put time and energy into it! We've run into a minor process issue. We have a tier 1 support group that is responsible for most customer interaction. Periodically a question comes up that they need help from a developer on. So far, so good: tier 1 moves the ticket into the developer queue. However, we don't want developers responding directly to customers (things like tact and grammar aren't always developers' strong suits). So the developer adds a note to the ticket, explaining what the customer should do or be told or whatever, and moves the ticket back to the tier 1 queue. That's where the difficulty is; in queue view, tier 1 can't tell that the ticket has come back from development with a note attached. So, if a different tier 1 person sees it, they just put it back in the developer queue. Which drives the developer nuts. Is there a way to add a "Last activity: note from [developer username]" type of line to the queue view? It's clearly visible if you zoom the ticket, but it would make life easier if tier 1 people could act on some tickets without zooming them. Thanks -b

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Last activity in queue view?
by Talley, Brooks 16 Feb '05

16 Feb '05

Hi, everyone. So far, OTRS is working out great for us. Thanks to everyone who has put time and energy into it! We've run into a minor process issue. We have a tier 1 support group that is responsible for most customer interaction. Periodically a question comes up that they need help from a developer on. So far, so good: tier 1 moves the ticket into the developer queue. However, we don't want developers responding directly to customers (things like tact and grammar aren't always developers' strong suits). So the developer adds a note to the ticket, explaining what the customer should do or be told or whatever, and moves the ticket back to the tier 1 queue. That's where the difficulty is; in queue view, tier 1 can't tell that the ticket has come back from development with a note attached. So, if a different tier 1 person sees it, they just put it back in the developer queue. Which drives the developer nuts. Is there a way to add a "Last activity: note from [developer username]" type of line to the queue view? It's clearly visible if you zoom the ticket, but it would make life easier if tier 1 people could act on some tickets without zooming them. Thanks -b

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Company Ticket Question Again
by Andrew Blackstone 16 Feb '05

16 Feb '05

Hello All, I am setting OTRS up again on a different machine and I had a problem figuring out company tickets the first time around but finally got it up and running. However this time I was able to set up the MultiUserIDs and I have labeled mutliple users with the same secondary ID and I have also turned on customer groups but they can't see company tickets. I am running Redhat FC2 and I am running OTRS 1.3.2. Please let me know if anyone has any ideas why the users can't view each others tickets under company tickets. Thanks in advance! Andrew Blackstone Support Technician Homebase Technologies, Inc. 56 Housatonic Street Suite 2 Lenox, MA 01240 Ph: (413) 637-1484 Email: ablackstone(a)homebasetech.com CONFIDENTIALITY NOTICE The information contained in this email transmission is legally privileged and confidential information intended only for the use of the addressee named above. If the reader of this message is not the intended recipient you are hereby notified that any dissemination, distribution or copying of this email transmission is strictly prohibited. If you have received this email transmission in error, please notify us immediately. Thank you.

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Possible bug with Multiple Customer IDs?
by Olaf Bottek 16 Feb '05

16 Feb '05

Hi, I have applied the patches from Tyler (http://lists.otrs.org/pipermail/dev/2004-October/000729.html) and Martin (http://lists.otrs.org/pipermail/dev/2004-October/000733.html) I'm using LDAP. I defined "o" (= organization) as "UserCustomerIDs" field and filled this field with two users. I created a ticket, sent by user1. Both user1 and user2 can login successfully in the customer panel. User1 see's the ticket under both, My and Company Tickets. User2 does not see the ticket. It's OTRS 1.3.2. Any ideas? Greetings, Olaf Bottek

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Re: images not shown
by Torsten Werner 16 Feb '05

16 Feb '05

>> That looks quite okay. Maybe your apache does not follow symlinks? > > Maybe (how to find out?). In any case it's not a big problem, but enough > to buggle me. So maybe others will encounter the same problem... That's a configuration option for apache. Would you send a bug report to Debian's BTS, please? Thanks, Torsten

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"Smart" From name...
by John (Versimedia) 15 Feb '05

15 Feb '05

I am a new OTRS user -- it's working great so far... One thing I can't seem to find, and would like to suggest -- When using a pre-canned response to resond to a customer, I would like to be able to say: Hi {FIRST_NAME}, rather than: Hi {FROM}, (I am not using the correct format, but it's more of the concept) -- I was wondering if either A) this exists, or B) someone could add it -- it would seem pretty easy to do. Here are some examples that this variable would return: (i am using { and } below instead of < and > -- outlook is converting the <> to email addresses... ) Joe Smith {joe(a)smith.com} -> Joe Smith {joe(a)smith.com} -> Smith {joe(a)smith.com} -> [empty] Mr. Joe Smith {joe(a)smith.com} -> Joe (if the first part has a dot in it, skip it and go to the second part) We like to have our customers feel like we are addressing them directly and this would go a long way to doing that.... Hope this makes sense? -John

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RE: [otrs] Attachments come in as Microsoft Mail Notes .. ?
by Varsani, Rajendrakumar (PSD) 15 Feb '05

15 Feb '05

All our attachments from Outlook to OTRS come in as an IPM.Microsoft Mail.Note Any ideas why. I'm sure this wasn't the case when we were testing. We are using OTRS 1.2.3 and Outlook 2002 and POP3 and SMTP on Exchange 5.5. Rajendrakumar Premji Varsani BSc (Hons) ____________________________________ Database & Application Support Team Telephone: 01904 45 5805 Mobile: 07968 243125 <mailto:rajendrakumar.varsani@psd.defra.gsi.gov.uk> rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room134, Mallard House, PSD, Kings Pool, York, YO1 7PX PSD Website: <http://pesticides.gov.uk/> http://pesticides.gov.uk The original of this email was scanned for viruses by the Government Secure Intranet (GSi) virus scanning service supplied exclusively by Energis in partnership with MessageLabs. On leaving the GSi this email was certified virus-free

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Use Reply-To Variable in Postmaster Filter
by Brian McFarlane 14 Feb '05

14 Feb '05

I am trying to create a Postmaster Filter using the web UI to take an email and take the Reply-To address and make that the ticket owner (X-OTRS-CustomerNo) and email used for all future communication. I am having a problem on the 'Set' section for X-OTRS-CustomerNo. How do I have it read the value of Reply-To and use that value? Brian McFarlane Director of Information Technology College of Law at Arizona State University http://www.law.asu.edu/ Phone : 480-965-7573 Fax : 480-965-4283 Email : brian.m(a)asu.edu

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Locked tickets
by bahmed_11 14 Feb '05

14 Feb '05

hi and thanks for your response but i think that i've not understand the answer ;-] >>Locked tickets did you have only, if you locked it in the Interface! tickets are locked from the interface and i want the other agents to see that locked ticket, and the counter to 'count' :-) ------------------------------------------ Faites un voeu et puis Voila ! www.voila.fr

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