January 2006 - otrs - OTRS mailing lists

SQL / backend reporting question
by Keith Turner 31 Jan '06

31 Jan '06

I'm trying to figure out how to write a simple data extractor for our business dept. I create an ASP page that reads the database, which in turn can then be read into an Excel Spreadsheet via a web query by our manager. This is easily accomplished with the MySQL ODBC connector. (I do it this way so I can update the ASP without having to redistribute new spreadsheets every time the data methodology changes) I have a SQL statement (see below) that almost does what I want. The goal is to calculate all the tickets with time assigned to them to see what the total time spent was, which will be read into a spreadsheet for further manipulation. What I'd like to do is add a field with the first 30 chars or so of the body of the first contact with the creator - usually this is enough of a description of the problem for our business manager to provide a quick and easy referral back without looking it up in OTRS, useful if there are many tickets to go through. We're using the subject to refer to the physical location of ticket site, as this is used for installations (i.e. Atlanta, Dallas, Toronto) so that's not available for this purpose. Because MySQL 4, which is what is bundled with OTRS and what we are using does not support sub queries - which I could use to do this, I was wondering if anyone else has run into this and if there is a SQL maven out there who may be able to suggest a solution, or at least a direction towards a solution. Regards, Keith THE SQL: SELECT tn AS 'Ticket Number', queue.name AS 'Queue', SUM(time_unit) AS 'Total Time (Hours)', title AS 'Subject', ticket.create_time AS 'Ticket Create Time', CONCAT(customer_user.first_name, ' ',customer_user.last_name) AS 'Customer Name', company AS 'Company', ticket.customer_id AS 'Customer Email', telephone AS 'Customer Phone', CONCAT(system_user.first_name, ' ',system_user.last_name) AS 'Agent Name' FROM time_accounting, ticket, system_user, customer_user, queue WHERE ticket.id = ticket_id AND system_user.id = ticket.change_by AND ticket.customer_id = customer_user.customer_id AND system_user.id = time_accounting.change_by AND queue.id = ticket.queue_id GROUP BY tn, title, ticket.create_time, queue.name, ticket.customer_id, company, telephone, customer_user.first_name, customer_user.last_name ______________________________________________________________________

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RE: [otrs] Error when accesing SysConfig
by Danie Theron 31 Jan '06

31 Jan '06

Tried to install the missing modules through CPAN , but got a lot of errors etc (too much to paste) , I'm using debian , isn't there any debian perl module repositories I can just add to my sources.list to make this less painful? > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Patrik Forsberg > Sent: 31 January 2006 05:24 PM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Error when accesing SysConfig > > <snip from INSTALL document> > > 1. Install CPAN Modules (if needed): > --------------------------------- > Note: use "bin/otrs.checkModules" to get an overview of all installed > and > required cpan modules. > > </snip> > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > > Behalf Of Danie Theron > > Sent: Tuesday, January 31, 2006 4:16 PM > > To: User questions and discussions about OTRS.org > > Subject: [otrs] Error when accesing SysConfig > > > > Hi all , > > > > Installed a new OTRS system on Debian Sarge , getting the following > > error when trying to access the SysConfig via the web interface. > > > > Can't locate object method "new" via package "XML::Parser::Lite" at > > ../..//Kernel/System/XML.pm line 781 > > > > How can I check which Perl modules I have currently installed > > , and what > > I need? > > > > > > > > Regards , > > > > Daniel > > > > -------------------------------------------------------------- > > ---------- > > ---- > > The information transmitted is intended only for the person > > or entity to > > which it is addressed and may contain confidential and/or privileged > > material. Any review, retransmission, dissemination or other > > use of, or > > taking of any action in reliance upon, this information by persons or > > entities other than the intended recipient is prohibited. If you > > received this in error, please contact the sender and delete the > > material from any computer. > > -------------------------------------------------------------- > > ---------- > > --- > > > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting für Ihr OTRS System? > > =http://www.otrs.de/ > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/

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RE: [otrs] Error when accesing SysConfig
by Patrik Forsberg 31 Jan '06

31 Jan '06

<snip from INSTALL document> 1. Install CPAN Modules (if needed): --------------------------------- Note: use "bin/otrs.checkModules" to get an overview of all installed and required cpan modules. </snip> > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Danie Theron > Sent: Tuesday, January 31, 2006 4:16 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] Error when accesing SysConfig > > Hi all , > > Installed a new OTRS system on Debian Sarge , getting the following > error when trying to access the SysConfig via the web interface. > > Can't locate object method "new" via package "XML::Parser::Lite" at > ../..//Kernel/System/XML.pm line 781 > > How can I check which Perl modules I have currently installed > , and what > I need? > > > > Regards , > > Daniel > > -------------------------------------------------------------- > ---------- > ---- > The information transmitted is intended only for the person > or entity to > which it is addressed and may contain confidential and/or privileged > material. Any review, retransmission, dissemination or other > use of, or > taking of any action in reliance upon, this information by persons or > entities other than the intended recipient is prohibited. If you > received this in error, please contact the sender and delete the > material from any computer. > -------------------------------------------------------------- > ---------- > --- > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/ >

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Error when accesing SysConfig
by Danie Theron 31 Jan '06

31 Jan '06

Hi all , Installed a new OTRS system on Debian Sarge , getting the following error when trying to access the SysConfig via the web interface. Can't locate object method "new" via package "XML::Parser::Lite" at ../..//Kernel/System/XML.pm line 781 How can I check which Perl modules I have currently installed , and what I need? Regards , Daniel ------------------------------------------------------------------------ ---- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------ ---

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AW: [otrs] Date format dd/mm/yyyy
by Oliver Buckie 31 Jan '06

31 Jan '06

Hi Graeme Many thanks - edited the following lines in Kernel/Language/en.pm : $Self->{DateFormat} = '%D.%M.%Y %T'; $Self->{DateFormatShort} = '%D.%M.%Y'; $Self->{DateFormatLong} = '%A %D %B %T %Y'; $Self->{DateInputFormat} = '%D.%M.%Y'; $Self->{DateInputFormatLong} = '%D.%M.%Y - %T'; Works fine. Sorry, for my confusion about just mentioning dd mm - it was just this 'bit' I needed to change. Of course, the year is still v.important to us. Thanks again. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Graeme Brough Gesendet: Dienstag, 31. Januar 2006 13:32 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Date format dd/mm/yyyy Hello, You can change the date by amending the format of the following in Kernel/Language/en.pm $Self->{DateFormat} $Self->{DateInputFormat} $Self->{DateInputFormatLong} Don't know if it will work without the year but this would be how to achieve it. I don't understand why you would want to remove the year however. You should bear in mind that no ticket is ever removed (via the GUIs) in OTRS, they are only set to 'closed' and not displayed in TicketView. After 12 months of use you will encounter issues as 'duplicate' dates are created. HTH Graeme Oliver Buckie wrote: > Dear All > > I can't find out how to change the date format for OTRS. When creating > new tickets (Phone or Email) the "Pending Date" field shows dropdowns > for mm / dd / yyyy - I would like dd / mm. Can this be changed > system-wide? > > Thanks for your help. > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > >>http://www.otrs.de/ -- ============================================================== Graeme Brough rsc-uc(a)sun.com Customer Account Management Support Team Internal: x(70) 73488 Worldwide: +44 (0)1506 673488 Sun Remote Support Centre Linlithgow, UK ============================================================== ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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Date format dd/mm/yyyy
by Oliver Buckie 31 Jan '06

31 Jan '06

Dear All I can't find out how to change the date format for OTRS. When creating new tickets (Phone or Email) the "Pending Date" field shows dropdowns for mm / dd / yyyy - I would like dd / mm. Can this be changed system-wide? Thanks for your help.

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Multiple frontends to one database
by Are Hoel 31 Jan '06

31 Jan '06

Hi Currently I have an OTRS set up with one database on a separate server, and one frontend. The frontend server takes care of all cronjobs etc. This will be changed soon as the frontend server is far from powerful enough. The first step will actually be to put OTRS on one server with an array of disks for the database. The second step will probably be to have two-three frontend servers and the new server for the database and cronjobs. Most of the OTRS files will be distributed from this backend server to the frontends. Has anyone tried this? Are there any pitfalls I should think my way around? Best regards Are Hoel Systems Administrator Telio AS - www.telio.no

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re: Customer user backend on MSSQL
by Simone Girlanda 31 Jan '06

31 Jan '06

ODBC connection to microsoft SQL Server works, but I got some problem with OTRS: 1. OTRS look for a table named VALID in my user database (I create a table cloning the one present in the OTRS database) 2. OTRS use a SQL syntax that is not compatible with SQL Server (directive LIMIT), I changed OTRS source to avoid the use of this directive 3. now I'm able to use my SAP BO user table, but I'm not able to give access to customer users to OTRS web site (customer.pl) 4. ODBC give many message (but it work): Subroutine driver redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 34, <PRODU CT> line 4. Subroutine CLONE redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 54, <PRODUC T> line 4. Subroutine connect redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 62, <PROD UCT> line 4. Subroutine prepare redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 89, <PROD UCT> line 4. Subroutine column_info redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 107, <PRODUCT> line 4. Subroutine columns redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 123, <PRO DUCT> line 4. Subroutine table_info redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 140, < PRODUCT> line 4. Subroutine primary_key_info redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 164, <PRODUCT> line 4. Subroutine foreign_key_info redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 178, <PRODUCT> line 4. Subroutine ping redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 194, <PRODUC T> line 4. Subroutine oldping redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 216, <PRO DUCT> line 4. Subroutine get_info redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 257, <PR ODUCT> line 4. Subroutine do redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 270, <PRODUCT> line 4. Subroutine ExecDirect redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 298, < PRODUCT> line 4. Subroutine GetInfo redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 309, <PRO DUCT> line 4. Subroutine GetStatistics redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 318 , <PRODUCT> line 4. Subroutine GetForeignKeys redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 33 0, <PRODUCT> line 4. Subroutine GetPrimaryKeys redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 34 2, <PRODUCT> line 4. Subroutine GetSpecialColumns redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 354, <PRODUCT> line 4. Subroutine GetTypeInfo redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 362, <PRODUCT> line 4. Subroutine type_info_all redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 371 , <PRODUCT> line 4. Subroutine ColAttributes redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 389 , <PRODUCT> line 4. Subroutine cancel redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 397, <PROD UCT> line 4. Subroutine DBD::ODBC::dr::disconnect_all redefined at C:/OTRS/Perl/site/lib/DBD/ ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::dr::discon_all_ redefined at C:/OTRS/Perl/site/lib/DBD/ODB C.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_login redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::selectall_arrayref redefined at C:/OTRS/Perl/site/lib/ DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::selectrow_array redefined at C:/OTRS/Perl/site/lib/DBD /ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::selectrow_arrayref redefined at C:/OTRS/Perl/site/lib/ DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::commit redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::rollback redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.p m line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::disconnect redefined at C:/OTRS/Perl/site/lib/DBD/ODBC .pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::STORE redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm l ine 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::FETCH redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm l ine 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::DESTROY redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::_prepare redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.p m line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::rows redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm li ne 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::bind_param redefined at C:/OTRS/Perl/site/lib/DBD/ODBC .pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::bind_param_inout redefined at C:/OTRS/Perl/site/lib/DB D/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::execute redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::fetchrow_arrayref redefined at C:/OTRS/Perl/site/lib/D BD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::fetch redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm l ine 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::fetchrow_array redefined at C:/OTRS/Perl/site/lib/DBD/ ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::fetchrow redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.p m line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::fetchall_arrayref redefined at C:/OTRS/Perl/site/lib/D BD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::finish redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::blob_read redefined at C:/OTRS/Perl/site/lib/DBD/ODBC. pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::STORE redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm l ine 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::FETCH redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm l ine 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::FETCH_attrib redefined at C:/OTRS/Perl/site/lib/DBD/OD BC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::DESTROY redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::_ColAttributes redefined at C:/OTRS/Perl/site/lib/DBD/ ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::_Cancel redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::_tables redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::_primary_keys redefined at C:/OTRS/Perl/site/lib/DBD/O DBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::DescribeCol redefined at C:/OTRS/Perl/site/lib/DBD/ODB C.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_ExecDirect redefined at C:/OTRS/Perl/site/lib/DBD/ODB C.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_columns redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.p m line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_GetInfo redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.p m line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_GetTypeInfo redefined at C:/OTRS/Perl/site/lib/DBD/OD BC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_GetStatistics redefined at C:/OTRS/Perl/site/lib/DBD/ ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_GetPrimaryKeys redefined at C:/OTRS/Perl/site/lib/DBD /ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_GetSpecialColumns redefined at C:/OTRS/Perl/site/lib/ DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_GetForeignKeys redefined at C:/OTRS/Perl/site/lib/DBD /ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::GetFunctions redefined at C:/OTRS/Perl/site/lib/DBD/OD BC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::dr::data_sources redefined at C:/OTRS/Perl/site/lib/DBD/OD BC.pm line 27, <PRODUCT> line 4.

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Re: [otrs] Successfully closed tickets to Accounts Dept?
by Eric Veltman 30 Jan '06

30 Jan '06

Really should have used 'reply to all' ... Quoting Eric Veltman <eric(a)veltman.nu>: > Hello Oliver, > > I'm not an OTRS expert yet, but I think you can best do this with > a generic agent. A generic agent is a "job" that runs periodically. > If I remember correctly, you can configure the time interval, > filter which tickets get processed by the generic agent and the action > the generic agent must perform, f.i. moving the selected tickets somewhere. > You can find the generic agent stuff somewhere in the admin section. > > Another option would be to do this with event handlers, > but that would require some programming. > OTRS has very clean code with classes that expose many events > that your modules can capture and act upon. > > Best regards, > > Eric > > Quoting Oliver Buckie <buckie(a)eversys.de>: > >> Dear All >> >> I am trying to define the workflow for my Support Dept. & Accounts Dept. >> agents. All successfully closed tickets need to be billed to the >> customer. What's the best way of doing this using OTRS? >> >> One idea, when Support agents close a call, the ticket could be auto >> assigned to a "billing" queue so that our Accounts Dept. can monitor >> this queue and create bills from closed calls. >> >> Another idea is to get Support agents to move the ticket from one queue >> to another (from "Support" to "Billing"), but knowing my agents they are >> more likely to use the "close" link! >> >> I need to somehow capture all closed tickets so that Accounts can bill >> customers. What's the best way of me doing this? Any ideas you have >> would be really appreciated. >> >> Many thanks >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> => http://www.otrs.de/ >> > > >

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Successfully closed tickets to Accounts Dept?
by Oliver Buckie 30 Jan '06

30 Jan '06

Dear All I am trying to define the workflow for my Support Dept. & Accounts Dept. agents. All successfully closed tickets need to be billed to the customer. What's the best way of doing this using OTRS? One idea, when Support agents close a call, the ticket could be auto assigned to a "billing" queue so that our Accounts Dept. can monitor this queue and create bills from closed calls. Another idea is to get Support agents to move the ticket from one queue to another (from "Support" to "Billing"), but knowing my agents they are more likely to use the "close" link! I need to somehow capture all closed tickets so that Accounts can bill customers. What's the best way of me doing this? Any ideas you have would be really appreciated. Many thanks

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