February 2006 - otrs - OTRS mailing lists

RE: [otrs] Opening closed tickets
by Lee A. Connell 08 Feb '06

08 Feb '06

Got it thanks! Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Getchell, Adam Sent: Wednesday, February 08, 2006 3:42 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Opening closed tickets > Where do you compose an answer on a ticket? I went and > searched for the ticket by customer id. I opened the ticket > and I don't see where I can do this? Assuming you're running 2.0.4 (which is what I'm running), Compose Answer (email) appears on the right bar beneath State, Priority, Queue, CustomerID, and Escalation in: > Lee Connell > Network Engineer Adam _______________________________________________ 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

1 0

RE: [otrs] Opening closed tickets
by Getchell, Adam 08 Feb '06

08 Feb '06

> Where do you compose an answer on a ticket? I went and > searched for the ticket by customer id. I opened the ticket > and I don't see where I can do this? Assuming you're running 2.0.4 (which is what I'm running), Compose Answer (email) appears on the right bar beneath State, Priority, Queue, CustomerID, and Escalation in: > Lee Connell > Network Engineer Adam

1 0

RE: [otrs] Locked Tickets
by Lee A. Connell 08 Feb '06

08 Feb '06

Thank you for your response. Does the tech go into the RAW queue and pull the next one down and then assign it to himself and lock it for work? I was planning on having the frontdesk who answers the phone to assign it to a specific tech’s queue, we only have 3. This happens however the tickets are automatically locked in the techs “Locked Tickets”. I have to unlock it to appear in my queue. Maybe I am doing this backwards? Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Davis, Gary H Sent: Wednesday, February 08, 2006 3:28 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Locked Tickets we use the raw queue as a holding place for all request until they can be assigned to a tech for resolution. When it is assigned and they start work on it.. they lock it to show it is being worked on. We have over 30 tech's working the queues - so it helps the flow. gd _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lee A. Connell Sent: Wednesday, February 08, 2006 3:03 PM To: User questions and discussions about OTRS.org Subject: [otrs] Locked Tickets I create a new ticket and assign to queue RAW, owner LEE as the HELPDESK user. I then login as LEE and I have to unlock the ticket assigned to LEE from the “LOCKED TICKETS” link so that it shows up in “MY QUEUES”. What is the point for locked tickets when assigning a new ticket to a queue? Is there a way to automatically show up in “MY QUEUES”? I did go into LEE’s preferences and assigned him the proper queue. Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

1 0

RE: [otrs] Locked Tickets
by Davis, Gary H 08 Feb '06

08 Feb '06

I have set all the techs up to have the capability to pull from raw at any time.. but generally one person will assign to a tech based on the skills needed. We wanted all tech's to have this ability incase the scheduler was not available. gd ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lee A. Connell Sent: Wednesday, February 08, 2006 3:41 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Locked Tickets Thank you for your response. Does the tech go into the RAW queue and pull the next one down and then assign it to himself and lock it for work? I was planning on having the frontdesk who answers the phone to assign it to a specific tech's queue, we only have 3. This happens however the tickets are automatically locked in the techs "Locked Tickets". I have to unlock it to appear in my queue. Maybe I am doing this backwards? Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Davis, Gary H Sent: Wednesday, February 08, 2006 3:28 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Locked Tickets we use the raw queue as a holding place for all request until they can be assigned to a tech for resolution. When it is assigned and they start work on it.. they lock it to show it is being worked on. We have over 30 tech's working the queues - so it helps the flow. gd ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lee A. Connell Sent: Wednesday, February 08, 2006 3:03 PM To: User questions and discussions about OTRS.org Subject: [otrs] Locked Tickets I create a new ticket and assign to queue RAW, owner LEE as the HELPDESK user. I then login as LEE and I have to unlock the ticket assigned to LEE from the "LOCKED TICKETS" link so that it shows up in "MY QUEUES". What is the point for locked tickets when assigning a new ticket to a queue? Is there a way to automatically show up in "MY QUEUES"? I did go into LEE's preferences and assigned him the proper queue. Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

1 0

Queues
by Lee A. Connell 08 Feb '06

08 Feb '06

I am logged in as LEE and I don’t want to or care about anyone else’s queues however I see ALL the queues. Queues: My Queues (0) – Micah (1) – Renee(1) – Lee(1) I have selected Lee as my queue under preferences. I’m confused as to why My Queues (0) instead of the 1 that should belong to me. How come I see all the other queues also? Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

1 0

RE: [otrs] Locked Tickets
by Davis, Gary H 08 Feb '06

08 Feb '06

we use the raw queue as a holding place for all request until they can be assigned to a tech for resolution. When it is assigned and they start work on it.. they lock it to show it is being worked on. We have over 30 tech's working the queues - so it helps the flow. gd ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lee A. Connell Sent: Wednesday, February 08, 2006 3:03 PM To: User questions and discussions about OTRS.org Subject: [otrs] Locked Tickets I create a new ticket and assign to queue RAW, owner LEE as the HELPDESK user. I then login as LEE and I have to unlock the ticket assigned to LEE from the "LOCKED TICKETS" link so that it shows up in "MY QUEUES". What is the point for locked tickets when assigning a new ticket to a queue? Is there a way to automatically show up in "MY QUEUES"? I did go into LEE's preferences and assigned him the proper queue. Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

1 0

RE: [otrs] Opening closed tickets
by Getchell, Adam 08 Feb '06

08 Feb '06

> Where is "re-open"? I have searched and found the closed > ticket. The state says closed, how do I state it as open? Yes, I did not find this explicitly either. However, if you Compose an answer to the customer (e.g., we're reopening the ticket) you can specify the next state of the ticket to be open. Hope that helps! > Lee Connell > Network Engineer *************** * Adam Getchell, M.S. * Director of Information Technology * College of Agricultural & Environmental Sciences Deans' Office * acgetchell(a)ucdavis.edu (530)752-8008 *************** "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu

1 0

Locked Tickets
by Lee A. Connell 08 Feb '06

08 Feb '06

I create a new ticket and assign to queue RAW, owner LEE as the HELPDESK user. I then login as LEE and I have to unlock the ticket assigned to LEE from the “LOCKED TICKETS” link so that it shows up in “MY QUEUES”. What is the point for locked tickets when assigning a new ticket to a queue? Is there a way to automatically show up in “MY QUEUES”? I did go into LEE’s preferences and assigned him the proper queue. Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

1 0

RE: [otrs] My Queues
by Lee A. Connell 08 Feb '06

08 Feb '06

I do have the techs selected for the queue in their preferences. When I go into All tickets and unlock it, it then shows up in the queue. Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Graeme Brough Sent: Wednesday, February 08, 2006 12:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] My Queues The content of 'My Queues', in the AgentQueueView, is the content of the queues that are highlighted in an individual's preferences under 'My Queues'. If you want technicians to have the content of the 'Raw' queue show in their 'My Queues', 'Raw' must be highlighted in those individuals' preferences. HTH, Graeme Lee A. Connell wrote: > I create a ticket with my helpdesk account and I assign it to raw queue > and owner to the technicians in house. The technicians are selected for > the raw queue in their preferences however when a tech logs in with > their account they have 0 tickets in the "My Queues" however they can > click on "All Tickets" to find the ticket. They also do receive an > email of the new ticket. What do I need to do for these tickets to go > into the techs "My Queues"? > > > > Thanks! > > > > *Lee Connell* > > Network Engineer > > > > 15 Main St. Suite 10 > > Littleton, NH 03561 > > 603-444-3937 > > > > > -- > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

1 0

RE: [otrs] Opening closed tickets
by Lee A. Connell 08 Feb '06

08 Feb '06

Where is "re-open"? I have searched and found the closed ticket. The state says closed, how do I state it as open? Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Graeme Brough Sent: Wednesday, February 08, 2006 11:57 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Opening closed tickets Simply search, find, reopen. HTH, Graeme Lee A. Connell wrote: > What's the procedure once you've closed a ticket, to go in and re-open > the ticket back to it's originating queue? > > > > *Lee Connell* > > Network Engineer > > > > 15 Main St. Suite 10 > > Littleton, NH 03561 > > 603-444-3937 > > > > > -- > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

1 0