January 2009 - otrs - OTRS mailing lists

customise priority by queue
by startx 16 Jan '09

16 Jan '09

Hello All, Mee to, I was playing just for doing some test but I need to customise Priority for some queues.I want to create some queues with different priorities ex: Queue |Priority | hardware |1,2,3,4,5 software instalation |1,2 account creation |2,3,4 Does anyone give me some clues to do that ? Thank you in advance. M. Martin

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Re: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers?
by Obee, Daniel 16 Jan '09

16 Jan '09

In this case I'd recommend to go with different queues for internal requests. You might want the internal inquirers to get informed about progression of their tasks and maybe even have them use the customer interface - but maybe not for the external customers. The 'move back in just one queue' is possible with a ticket ACL in the config.pm. If not a simple work instruction perhaps gets you further than a system restriction. Depending on how many people work in 2nd level, it could be done by just telling them not to send emails to external customers?! Greets Daniel Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Christian Weiß Gesendet: Freitag, 16. Januar 2009 10:05 An: 'User questions and discussions about OTRS.' Betreff: Re: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers? Hello, Thank you very much for this tip! Unfortunately, I think that's not an option. We also have a workflow wherein internal employees (which are not otrs agents) can send emails directly to the 2nd level queue, so we need the "answers"-possibility. I could add a queue "Websites::From Helpdesk" wherein I remove the "answers", but that seems a little bit weird for me too, because I need to create another queue for every 2nd level main queue. And I also have to restrict this queues in a way that they can only move the tickets back to the 1st level queue and not to any other queue, where we again have the "answers" problem. Isn't my scenario a common workflow? I really like OTRS in terms of end user communication, but we are some experiencing problems in terms of internal communications. (this scenario, internal tickets from agents, ...) Any other suggestions? Thanks in advance, Christian Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Obee, Daniel Gesendet: Freitag, 16. Jänner 2009 09:38 An: User questions and discussions about OTRS. Betreff: Re: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers? If you don't want to have the agents answer out of a queue, simply remove the empty answer off that queue. No answer - no mail. You could as well fiddle around with ACLs and stuff, but I guess this would be the simplest opion. Move them into 2nd level queues and back when solved. I had a system running where we used the split option. This was practical for a scenario where the customer never had to be informed about the outcome of a 2nd level task. 1st level took care about the customer - 2nd level solved the reported bug/error. Greets Daniel Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Christian Weiß Gesendet: Freitag, 16. Januar 2009 09:13 An: otrs(a)otrs.org Betreff: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers? Hello, we are using OTRS for the communication with our end customers (Helpdesk = 1st Level Support) as well as for our internal communications ("Accounting", "Websites", ... = 2nd Level Support). Consider the following scenario: - An end customer sends a request to our "Helpdesk". (Example: "I get an error XYZ on the web page") - The helpdesk agent cannot answer this request and has to pass this problem to the 2nd Level Queue "Websites". - The "Websites" agent is not allowed to communicate directly to the end customer! He may only answer back to the "Helpdesk" agent. - So the "Websites" agent reports to the helpdesk agent when the problem is marked as solved - The helpdesk agent sends an info to the end customer So this is my question: How can I setup the OTRS system in a way, that only 1st level support agents are allowed to communicate with end customers. If there's a need for escalation to 2nd level support, the agent from this queue must not communicate directly with the end customer. He may only communicate with the 1st level support agent. I tried following approaches: 1.) Move tickets ========================= The helpdesk agent "moves" the ticket to the 2nd level queue and attaches a note with additional infos. The 2nd level agent answers to the 1st level by moving the ticket back to the 1st level queue and attaching a note. Positive: all the communication is in one ticket. Negative: if the 2nd level agent (unintentionally) clicks on "Answer", he communicates with the end customer. But this must not happen! Also, you can't clearly see in the ticket, which notes were written by 1st level and which by 2nd level. 2.) Split tickets ========================= The helpdesk agent "splits" the ticket and sets his own personal email address as "sender". he selects the 2nd level queue as target queue and modifies the body. The 2nd level now gets a new ticket and communicate only with the helpdesk agent. Positive: 2nd level is not able to communicate with end customers. Negative: The 1st level agent sees the ticket as a child ticket in his 1st level ticket. But he is not allowed to see the details of the ticket, unless I give the helpdesk complete read access to the 2nd level. The 1st level agent has to communicate with the 2nd level through his mail client because he set his own email address as sender. So the helpdesk has to use two different systems (otrs and personal mail account) 1st level agent has to manually change the sender-address in the "split ticket view". If he forgets this, the end customer is set as the sender of the new ticket. And some other annoying problems. I'm not happy with both approaches. (neither is my boss *g*) How do you handle this scenario? Thanks for any hints and tricks! With best regards, Christian Weiss

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Regarding LDAP and DB backend OTRS Configuration
by vishal sanghi 16 Jan '09

16 Jan '09

Hi Did anyone having the configuration for the more than one customer backend with OTRS. I want to do the configuration for a LDAP and a DB backend of OTRS. I had gone through the configuration manual and configured it but the problem is login (Cusotmer.pl) is working for LDAP authentication but not the OTRS DB backend. I am able to create the user for DB Backend from agent admin login. Any help must be appreciated. Thanks Vishal Sanghi Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

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Re: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers?
by Obee, Daniel 16 Jan '09

16 Jan '09

If you don't want to have the agents answer out of a queue, simply remove the empty answer off that queue. No answer - no mail. You could as well fiddle around with ACLs and stuff, but I guess this would be the simplest opion. Move them into 2nd level queues and back when solved. I had a system running where we used the split option. This was practical for a scenario where the customer never had to be informed about the outcome of a 2nd level task. 1st level took care about the customer - 2nd level solved the reported bug/error. Greets Daniel Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Christian Weiß Gesendet: Freitag, 16. Januar 2009 09:13 An: otrs(a)otrs.org Betreff: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers? Hello, we are using OTRS for the communication with our end customers (Helpdesk = 1st Level Support) as well as for our internal communications ("Accounting", "Websites", ... = 2nd Level Support). Consider the following scenario: - An end customer sends a request to our "Helpdesk". (Example: "I get an error XYZ on the web page") - The helpdesk agent cannot answer this request and has to pass this problem to the 2nd Level Queue "Websites". - The "Websites" agent is not allowed to communicate directly to the end customer! He may only answer back to the "Helpdesk" agent. - So the "Websites" agent reports to the helpdesk agent when the problem is marked as solved - The helpdesk agent sends an info to the end customer So this is my question: How can I setup the OTRS system in a way, that only 1st level support agents are allowed to communicate with end customers. If there's a need for escalation to 2nd level support, the agent from this queue must not communicate directly with the end customer. He may only communicate with the 1st level support agent. I tried following approaches: 1.) Move tickets ========================= The helpdesk agent "moves" the ticket to the 2nd level queue and attaches a note with additional infos. The 2nd level agent answers to the 1st level by moving the ticket back to the 1st level queue and attaching a note. Positive: all the communication is in one ticket. Negative: if the 2nd level agent (unintentionally) clicks on "Answer", he communicates with the end customer. But this must not happen! Also, you can't clearly see in the ticket, which notes were written by 1st level and which by 2nd level. 2.) Split tickets ========================= The helpdesk agent "splits" the ticket and sets his own personal email address as "sender". he selects the 2nd level queue as target queue and modifies the body. The 2nd level now gets a new ticket and communicate only with the helpdesk agent. Positive: 2nd level is not able to communicate with end customers. Negative: The 1st level agent sees the ticket as a child ticket in his 1st level ticket. But he is not allowed to see the details of the ticket, unless I give the helpdesk complete read access to the 2nd level. The 1st level agent has to communicate with the 2nd level through his mail client because he set his own email address as sender. So the helpdesk has to use two different systems (otrs and personal mail account) 1st level agent has to manually change the sender-address in the "split ticket view". If he forgets this, the end customer is set as the sender of the new ticket. And some other annoying problems. I'm not happy with both approaches. (neither is my boss *g*) How do you handle this scenario? Thanks for any hints and tricks! With best regards, Christian Weiss

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State names translation
by Adam Bator 16 Jan '09

16 Jan '09

Hi, I have done some translation for the needs of my organization in OTRS. One of the things that I have changed are the state names for tickets - they are held in database as strings. Unfortunatly now I am having a lot of problems as some config files still hold the original names. Can anyone tell me how can I do the translation without going to console and changing everythin menualy in the config files. (I am afraid what will hapen when new version will come out and my changes will be overwriten) Regards Adam

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how to handle internal tickets? 2nd level may not communicate with end customers?
by Christian Weiß 16 Jan '09

16 Jan '09

Hello, we are using OTRS for the communication with our end customers (Helpdesk = 1st Level Support) as well as for our internal communications (Accounting, Websites, = 2nd Level Support). Consider the following scenario: - An end customer sends a request to our Helpdesk. (Example: I get an error XYZ on the web page) - The helpdesk agent cannot answer this request and has to pass this problem to the 2nd Level Queue Websites. - The Websites agent is not allowed to communicate directly to the end customer! He may only answer back to the Helpdesk agent. - So the Websites agent reports to the helpdesk agent when the problem is marked as solved - The helpdesk agent sends an info to the end customer So this is my question: How can I setup the OTRS system in a way, that only 1st level support agents are allowed to communicate with end customers. If theres a need for escalation to 2nd level support, the agent from this queue must not communicate directly with the end customer. He may only communicate with the 1st level support agent. I tried following approaches: 1.) Move tickets ========================= The helpdesk agent moves the ticket to the 2nd level queue and attaches a note with additional infos. The 2nd level agent answers to the 1st level by moving the ticket back to the 1st level queue and attaching a note. Positive: all the communication is in one ticket. Negative: if the 2nd level agent (unintentionally) clicks on Answer, he communicates with the end customer. But this must not happen! Also, you cant clearly see in the ticket, which notes were written by 1st level and which by 2nd level. 2.) Split tickets ========================= The helpdesk agent splits the ticket and sets his own personal email address as sender. he selects the 2nd level queue as target queue and modifies the body. The 2nd level now gets a new ticket and communicate only with the helpdesk agent. Positive: 2nd level is not able to communicate with end customers. Negative: The 1st level agent sees the ticket as a child ticket in his 1st level ticket. But he is not allowed to see the details of the ticket, unless I give the helpdesk complete read access to the 2nd level. The 1st level agent has to communicate with the 2nd level through his mail client because he set his own email address as sender. So the helpdesk has to use two different systems (otrs and personal mail account) 1st level agent has to manually change the sender-address in the split ticket view. If he forgets this, the end customer is set as the sender of the new ticket. And some other annoying problems. Im not happy with both approaches. (neither is my boss *g*) How do you handle this scenario? Thanks for any hints and tricks! With best regards, Christian Weiss

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Composing Answer to Non-Owned Ticket
by Weindel Frank 15 Jan '09

15 Jan '09

Hello All, Is it possible to allow agents that do NOT own a ticket to compose an answer to a ticket? Just so he/she can suggest something to the ticket, but not hold ownership of it. Writing a Note with type note-external doesn't seem to send out a reply e-mail. Thanks, Frank

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Changing display of "Age" on Customer "My Tickets" page
by bis 15 Jan '09

15 Jan '09

Could anyone be kind enough to advise me how I go about changing the display of "Age" on the Customer "My Tickets" page? I want to make it display only the day and not the hours and minutes. Many thanks Bis Dasgupta

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OTRS Leaking LDAP Connections
by Lauri Jesmin 15 Jan '09

15 Jan '09

Hello! I Have problem with OTRS leaking CustomerUser LDAP connections. I Do not know exactly, when it happens but it seems to be related to viewing queues and zooming to issues. I have user authentication in one LDAP server, users in MySQL and customerusers in another LDAP server. OTRS is version 2.3.3 + ITSM latest modules. OTRS is working as fastcgi process. My customeruser LDAP configuration is attached.. -- Lauri Jesmin lauri.jesmin(a)ut.ee

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Multi tenancy Feature of OTRS
by Ragho, Vinayak 15 Jan '09

15 Jan '09

Friends, I am intending to configure and test multi tenancy feature of OTRS, with SSO as below, please let me know is this possible option with OTRS or some development will be required. 1. Single Instance of OTRS deployed on High End server by "Company X" ( Service Provider) 2. Three Customer Company created in OTRS namely ("Company A", "Company B" and "Company C") 3. Employees of "Company X" will login as agents to service tickets generated by Customer Company A, B, C in the respective company queues AL1, AL2, AL3, BL1, BL2, BL3, CL1, CL2, Cl3 etc based on ticket severity. 4. "Company X" has its own MS Active Directory (LDAP Server for login) and MS Exchange mail server (To fetch tickets in queue) will be used by OTRS for Agent login authentication and mail fetching. 5. Customer "Company A" has its own MS Active Directory implementation, to which secure LDAP connective access is given for OTRS. So Employees of "Company A" can login to OTRS Customer A Page using their own user id and password. 6. Employees of "Company A" will be able to raise ticket either by sending email, or by login in using "Company A" specific web page of OTRS. 7. Customer "Company B" does not want to give access to their LDAP server, hence we need to create few user ids for employees of this company in OTRS db using which they will login in using "Company B" specific web page of OTRS. 8. Customer "Company C" has its own Novell Directory Server implementation, to which secure LDAP connective access is given for OTRS. So Employees of "Company C" can login to OTRS Customer C Page using their own user id and password. 9. Employees of "Company C" will be able to raise ticket either by sending email, or by login in using "Company C" specific web page of OTRS. I want to know from you people, is this possible to achieve in OTRS? If no then which point is not possible, why not and what is alternative? If yes, they currently we facing challenges to create 2nd company B and specific web page for the same, that is point 7, Please share your views. Regards Vinayak

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