January 2006 - otrs - OTRS mailing lists

AW: AW: [otrs] Follow-ups
by shawn.beasley＠dlh.de 26 Jan '06

26 Jan '06

Florian, without having a lot of experience with OTRS. I must say then you can set the config option that allows the owner to be everyone. This would then generate a mass mailing because of the owner status. It is worth a try. Tell me if you cannot find the settings for allowing owner as everyone. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian Gesendet: Donnerstag, 26. Januar 2006 13:14 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] Follow-ups Ok thanks for your explanation. But I would like to have the same behaviour as with notes : when an agent (owner or not) uses the "phone call" option and adds a follow-up to a ticket, all the agents receive a notification... Is it possible to do this ? I tried to change some little things in the code but didn't manage to do this :( Thanks ! Florian Le jeudi 26 janvier 2006 à 11:58 +0100, shawn.beasley(a)dlh.de a écrit : > Hello Florian, > > I use this method as well, and I think that I understand what you are looking for. I have noticed that the "follow up" messages are related to the owner. If agent A owns the ticket and agent B takes action on the ticket, then the owner will receive an email follow up. If agent a changes something, then as this agent owns the ticket, no message will follow. Does this help? > > Thank you, > > Shawn Beasley > Support - IT > > Cargo Future Communications GmbH > Building 1335 > 55483 Airport Hahn > > Tel. +49 6543 983 113 > Fax +49 6543 983 119 > Mobil: +49 151 12 12 8934 > Email: shawn.beasley(a)dlh.de > Web: http://www.cfc-callcenter.com > > > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian > Gesendet: Mittwoch, 25. Januar 2006 22:27 > An: otrs(a)otrs.org > Betreff: [otrs] Follow-ups > > Hello everyone, > > I already asked questions about follow-ups but I think I just understand > where my problem is. > I want to get notifications about follow-ups when an agent adds a > follow-up (phone call for example) not only when a customer adds one. > > Is it possible or is the follow-ups' notifications limited to > customers ? > > 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 fr Ihr OTRS System? => http://www.otrs.de/

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System Permissions
by shawn.beasley＠dlh.de 26 Jan '06

26 Jan '06

Hello everyone, can one set the permissions for the customers to reflect the permissions for the agents? I would like to prevent a customer from creating a ticket in the customer login panel for an admin queue, but allow them to modify a ticket. So the rights would look something like ro create rw Anyone done something similar to this? System::Permission: The different system permissions of the agents in the system (also possible in addition is note, close, pending, customer, freetext, forward and bounce - rw should be the latest in the line). _____ System::Customer::Permission: The different system permissions for customers. Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: <mailto:shawn.beasley@dlh.de> shawn.beasley(a)dlh.de Web: <http://www.cfc-callcenter.de/> http://www.cfc-callcenter.de

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AW: [otrs] Follow-ups
by shawn.beasley＠dlh.de 26 Jan '06

26 Jan '06

Hello Florian, I use this method as well, and I think that I understand what you are looking for. I have noticed that the "follow up" messages are related to the owner. If agent A owns the ticket and agent B takes action on the ticket, then the owner will receive an email follow up. If agent a changes something, then as this agent owns the ticket, no message will follow. Does this help? Thank you, Shawn Beasley Support - IT Cargo Future Communications GmbH Building 1335 55483 Airport Hahn Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.com -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian Gesendet: Mittwoch, 25. Januar 2006 22:27 An: otrs(a)otrs.org Betreff: [otrs] Follow-ups Hello everyone, I already asked questions about follow-ups but I think I just understand where my problem is. I want to get notifications about follow-ups when an agent adds a follow-up (phone call for example) not only when a customer adds one. Is it possible or is the follow-ups' notifications limited to customers ? Thanks !! -- Florian _______________________________________________ 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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AW: AW: AW: AW: [otrs] Search function for Customers in Tickets
by Oliver Buckie 26 Jan '06

26 Jan '06

Ok, getting a little clearer now - thanks ibrahim! My FreeTextField changes are shown through the web frontend - but I don't think these are being written to the relevant file(s). The manual says "...The "Update"-button submits all changes and the system uses the new settings"? Should this be adding to Config.pm or some other file? As you mentioned, I downloaded the settings to a mychanges.pm file and see all my changes (including the FreeTextField additions). What I don't understand is what you mean by modifying my downloaded file and uploading again - the changes are in the downloaded file, I just need to get them to be recognised by the system. What am I doing wrong? Thanks for your support. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ibrahim ALIZ Gesendet: Donnerstag, 26. Januar 2006 10:26 An: User questions and discussions about OTRS.org Betreff: Re: AW: AW: AW: [otrs] Search function for Customers in Tickets Hi Oliver, As I know one is enough, actually they are doing the same job. So if you configure your FreeTextFields using the frontend, Admin->SysConfig, these information are written to the config file as far as I know. So if you do this on the config file again you will owerwrite the changes. You can try to download the settings and you will see the new values you defined for the system. (It is easier to download the settings you have made, than modify this file and upload again, instead of manually editing the fields in the frontend.) Enjoy, ibrahim --- Oliver Buckie <buckie(a)eversys.de> wrote: > Aaah haaa, many thanks ibrahim. OK, I have now edited > "..\otrs\Kernel\Output\HTML\Standard\AgentTicketPhoneNew.dtl" > and "AgentTicketEmail.dtl" uncommenting the relevant lines. > > I also added to my "..\otrs\Kernel\Config.pm" the > following: > > $Self->{"TicketFreeKey1"} = { > '' => '-', > 'OS' => 'OS', > }; > > $Self->{"TicketFreeText1"} = { > '' => '-', > 'Windows 2000 Pro' => 'Windows 2000 Pro', > 'Windows 9x' => 'Windows 9x', > 'Windows NT Workstation' => 'Windows NT Workstation', > 'Windows XP Home' => 'Windows XP Home', > 'Windows XP Pro' => 'Windows XP Pro', > }; > > Now I see the new dropdowns when creating new Phone- or Email-Tickets > :O) > > Is this right what I am doing? Another clarification issue - I did > lots of this "TicketFreeKey..." > customisation through my browser (in Admin, System, SysConfig, ...). > is it true that I need to do it here as well as manually editing my > Config.pm and relevant .dtl files? Ibrahim, you didn't mention either > SysConfig or the Config.pm file - are theses stages not required then, > simply change the relevent .dtl files? > > Sorry, I'm new to OTRS and trying to understand how to customise it, > is there a FAQ on how to correctly customise particular views (new > tickets, replies etc.), easily explaining the stages and files to > edit. > > Thanks again for any help here. > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org] Im Auftrag von ibrahim ALIZ > Gesendet: Mittwoch, 25. Januar 2006 18:01 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: AW: [otrs] Search function for Customers in Tickets > > Hi Oliver, > > As I see, it is now time to read old questions in this list :p As far > as I experienced, you will be able to see the new defined fields after > commenting out. > Be sure that you are checking the correct .dtl file in the frontend. > > this info. may be helpful: > AgentTicketEmail.dtl = for new e-mail ticket AgentTicketCompose.dtl = > for composing a reply > > Kind Regards, > ibrahim > > > --- Oliver Buckie <buckie(a)eversys.de> wrote: > > > Hi Alex > > > > As Volker Lipper so kindly said, I starting going > through the whole > > admin manual! After some 200 pages I got to the > "Core: TicketFreeText" > > chapter - here I believe is my answer (or at least > part of it). > > > > Using Config Options: Ticket -> > > Core::TicketFreeText, I then enabled "TicketFreeKey1", > > "TicketFreeText1" etc. and added > various options. So > > good so far... > > > > ... however, I don't see the 'Free Fields' I have > defined, in the new > > ticket window. > > > > You mention I need to modify the source-code in my > DTL-files of my > > ticket-compose-webpages. Having done a some > research, I've uncommented > > the relevant lines in > > > "..\otrs\Kernel\Output\HTML\Standard\AgentTicketCompose.dtl". > > I also think I need to change something in > "..\otrs\Kernel\Config.pm" > > but I'm confused as to exactly what? > > > > I hate asking so many questions but I'm finding it > very difficult to > > do customisations because I'm either not finding > the documentation or > > am not reading it right. > > > > Sorry, but I would appreciate any further help > here. > > Thanks. > > > > -----Ursprüngliche Nachricht----- > > Von: otrs-bounces(a)otrs.org > > [mailto:otrs-bounces@otrs.org] Im Auftrag von > Alexander Scholler > > Gesendet: Dienstag, 24. Januar 2006 16:41 > > An: User questions and discussions about OTRS.org > > Betreff: Re: AW: [otrs] Search function for > Customers in Tickets > > > > Hi Oliver, > > > > > Regarding what you said about looking in the > > manual... > > > I did, but was not really sure what to look > for! > > > There are lots of customising I would like to > do, > > > > I think the official manuals are really not bad, > but should be much > > more detailed due to the fact that so many people > wan't to customize > > their OTRS to their very specific needs. > > I think a wiki would be helpful, a german > inofficial wiki is just > > being released. I hope it can help merging all the > existing > > OTRS-admin-known-how around the world in one > place. > > > > > what's the best way of doing this > > > > Right now, I suggest to use side-specific > google-search on > > lists.otrs.org. > > > > > I am also no programmer and thought lots can be > done via a browser > > (in Admin, System, SysConfig...). > > For instance, I would like to add a few drop down > lists when creating > > a new "Phone-Ticket" or "Email-Ticket" > > i.e. "Software" and "Hardware" dropdown lists > populated with > > pre-defined values - I have no idea where to > start... > > > > You have to use free text fields and modify your > DTL-files (you have > > to modify the source-code very > > slightly) of your ticket-compose-webpages => > search the > > Mailing-archives for details... > > > > Bye, Alex > > _______________________________________________ > > 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/ > > > > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com _______________________________________________ > 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/ > > === message truncated === __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________ 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: Contents of otrs digest..."
by Simonetta Bonfa' 26 Jan '06

26 Jan '06

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AW: AW: AW: [otrs] Search function for Customers in Tickets
by Oliver Buckie 26 Jan '06

26 Jan '06

Aaah haaa, many thanks ibrahim. OK, I have now edited "..\otrs\Kernel\Output\HTML\Standard\AgentTicketPhoneNew.dtl" and "AgentTicketEmail.dtl" uncommenting the relevant lines. I also added to my "..\otrs\Kernel\Config.pm" the following: $Self->{"TicketFreeKey1"} = { '' => '-', 'OS' => 'OS', }; $Self->{"TicketFreeText1"} = { '' => '-', 'Windows 2000 Pro' => 'Windows 2000 Pro', 'Windows 9x' => 'Windows 9x', 'Windows NT Workstation' => 'Windows NT Workstation', 'Windows XP Home' => 'Windows XP Home', 'Windows XP Pro' => 'Windows XP Pro', }; Now I see the new dropdowns when creating new Phone- or Email-Tickets :O) Is this right what I am doing? Another clarification issue - I did lots of this "TicketFreeKey..." customisation through my browser (in Admin, System, SysConfig, ...). is it true that I need to do it here as well as manually editing my Config.pm and relevant .dtl files? Ibrahim, you didn't mention either SysConfig or the Config.pm file - are theses stages not required then, simply change the relevent .dtl files? Sorry, I'm new to OTRS and trying to understand how to customise it, is there a FAQ on how to correctly customise particular views (new tickets, replies etc.), easily explaining the stages and files to edit. Thanks again for any help here. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ibrahim ALIZ Gesendet: Mittwoch, 25. Januar 2006 18:01 An: User questions and discussions about OTRS.org Betreff: Re: AW: AW: [otrs] Search function for Customers in Tickets Hi Oliver, As I see, it is now time to read old questions in this list :p As far as I experienced, you will be able to see the new defined fields after commenting out. Be sure that you are checking the correct .dtl file in the frontend. this info. may be helpful: AgentTicketEmail.dtl = for new e-mail ticket AgentTicketCompose.dtl = for composing a reply Kind Regards, ibrahim --- Oliver Buckie <buckie(a)eversys.de> wrote: > Hi Alex > > As Volker Lipper so kindly said, I starting going through the whole > admin manual! After some 200 pages I got to the "Core: TicketFreeText" > chapter - here I believe is my answer (or at least part of it). > > Using Config Options: Ticket -> > Core::TicketFreeText, I then enabled > "TicketFreeKey1", "TicketFreeText1" etc. and added various options. So > good so far... > > ... however, I don't see the 'Free Fields' I have defined, in the new > ticket window. > > You mention I need to modify the source-code in my DTL-files of my > ticket-compose-webpages. Having done a some research, I've uncommented > the relevant lines in > "..\otrs\Kernel\Output\HTML\Standard\AgentTicketCompose.dtl". > I also think I need to change something in "..\otrs\Kernel\Config.pm" > but I'm confused as to exactly what? > > I hate asking so many questions but I'm finding it very difficult to > do customisations because I'm either not finding the documentation or > am not reading it right. > > Sorry, but I would appreciate any further help here. > Thanks. > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler > Gesendet: Dienstag, 24. Januar 2006 16:41 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: [otrs] Search function for Customers in Tickets > > Hi Oliver, > > > Regarding what you said about looking in the > manual... > > I did, but was not really sure what to look for! > > There are lots of customising I would like to do, > > I think the official manuals are really not bad, but should be much > more detailed due to the fact that so many people wan't to customize > their OTRS to their very specific needs. > I think a wiki would be helpful, a german inofficial wiki is just > being released. I hope it can help merging all the existing > OTRS-admin-known-how around the world in one place. > > > what's the best way of doing this > > Right now, I suggest to use side-specific google-search on > lists.otrs.org. > > > I am also no programmer and thought lots can be done via a browser > (in Admin, System, SysConfig...). > For instance, I would like to add a few drop down lists when creating > a new "Phone-Ticket" or "Email-Ticket" > i.e. "Software" and "Hardware" dropdown lists populated with > pre-defined values - I have no idea where to start... > > You have to use free text fields and modify your DTL-files (you have > to modify the source-code very > slightly) of your ticket-compose-webpages => search the > Mailing-archives for details... > > Bye, Alex > _______________________________________________ > 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/ > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________ 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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Configuring the system through the web interface
by Oliver Buckie 26 Jan '06

26 Jan '06

Dear All I need to customise certain areas for agents ie. New Phone- or Email-Tickets. I would like to add a few drop downs such as "OS" and "Software". However, I'm confused about the correct way of achieving this, because although it kind of works, I don't understand why! This is what I did: 1. I found the relevant "TicketFreeText" sections and changed "TicketFreeKey1" & "TicketFreeText1" (via Admin, System, SysConfig...). 2. I manually changed the relevant "..\otrs\Kernel\Output\HTML\Standard\AgentTicketPhoneNew.dtl" and "AgentTicketEmail.dtl" files, uncommenting the relevant lines: <tr> <td class="contentkey">$Data{"TicketFreeKeyField1"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField1"}</td> </tr> 3. Finally, I also added to my "..\otrs\Kernel\Config.pm" the following: $Self->{"TicketFreeKey1"} = { '' => '-', 'Hardware' => 'Hardware', }; $Self->{"TicketFreeText1"} = { '' => '-', 'Server' => 'Server', 'Workstation' => 'Workstation', 'Laptop' => 'Laptop', 'PDA' => 'PDA', }; I now have 2 dropdown boxes, one with just a selection "Hardware" and the other with selections "Server, Workstation...". What I wanted to achieve was a label "Hardware" and then a dropdown with "Server...". Also, do I really have follow all these stages? I also think my scripts are a little wrong. I'm also confused about is which files the admin through the web interface changes. Many thanks for your help - I've tried my best, but now I need wisdom :O)

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SLA
by shawn.beasley＠dlh.de 26 Jan '06

26 Jan '06

Hello Everyone, and the next mind-boggling question: Is anyone implementing Service Level Agreements in OTRS? I was wondering how this can be implemented to ensure that our ticket do not exceed our current SLA's. I appreciate any and all comments and thank you all again for a wonderful source of knowledge here by this mailer. I hope that I can someday be helpful here as well and not always be the "leech". Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: <mailto:shawn.beasley@dlh.de> shawn.beasley(a)dlh.de Web: <http://www.cfc-callcenter.de/> http://www.cfc-callcenter.de

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Follow-ups
by Florian 25 Jan '06

25 Jan '06

Hello everyone, I already asked questions about follow-ups but I think I just understand where my problem is. I want to get notifications about follow-ups when an agent adds a follow-up (phone call for example) not only when a customer adds one. Is it possible or is the follow-ups' notifications limited to customers ? Thanks !! -- Florian

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AW: [otrs] Team Leaders
by shawn.beasley＠dlh.de 25 Jan '06

25 Jan '06

So, Thanks for all the input, I think that I have found the solution. """Company Tickets are viewable for users with the same customerID. You can put several users into one group, i.e. for a company, when you give them the same customerID""" This was in an archive from this mailer, and it seems to be working without a lot of complicated programming from config.pm or database changes. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Buchner, Daniel Gesendet: Sonntag, 15. Januar 2006 23:24 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Team Leaders Hi, how about you give your Team Leaders access to perform searches? That way all they have to do is go to "Search" and then specify the last 24 hours (1 day etc etc) and they will be able to see how many tickets were created. Alternatively, you could give them access to run reports and print/graph the incoming tickets to their screen(s)? rgs, Dan On Sat, 2006-01-14 at 01:47 +1100, shawn.beasley(a)dlh.de wrote: Dear all, I have team leaders that will login to the customer.pl to check tickets that are open. They will need to see all tickets that have been created. This is available by the company ticket option, but I am not sure where to set this up. Can anyone assist me in this? Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> plain text document attachment (ATT1286154.txt), "ATT1286154.txt" _______________________________________________ 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 fr Ihr OTRS System? => http://www.otrs.de/ Daniel Buchner BigPond Operations Desk: +61 2 8255 0618 Mobile:+61 428 225 476 Email: daniel.buchner(a)team.telsra.com

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