March 2010 - otrs - OTRS mailing lists

Customers' access to queues
by Claudio Tassini 15 Mar '10

15 Mar '10

Hi all, I'm trying to deploy OTRS in my environment and to configure it to suite my company's needs. I want customers to login in the web interface and create tickets that should _always_ go in a "default" queue, the same for all customers. They should not have access to any other queue I configure. Once the ticket is in the system, my first level support should be able to move it in the appropriate queue, I would need several of them, each one linked to a dedicated group. This is OK so far, I managed to do this using CustomerGroupSupport . The problem is that now the customers logged in the web interface can't even see the status of the ticket in the new queue, nor can they reply to notes placed by the agent, while I want customers to be able to follow the entire lifecycle of the ticket through any queue. Can I simply give customers the ability to read and reply to tickets in any queue, but prevent them to create/move tickets in any queue other than the "raw" one? Thank you in advance -- Claudio Tassini

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Agent Tickets Serach Result Close time
by Alessandro d'Ambrosio 15 Mar '10

15 Mar '10

Hi, I have this question: I would like to perform a custom research in my otrs when I log in as an agent. In the AgentTicketSearchResultShort page I'd rather see these fields: Ticket Create Time Close Time From State Ticket Agent Customer ID Than: Tcket Age(!!!) From State Ticket Agent Customer ID Editing the AgentTicketSearchResultShort.dtl file (in Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard) I replaced "Age" field with "Created" and a I obtained the Create Time in my search view. I don't Know hot to find the close time. Anyone can help me? Thanks, Alessandro

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Who should closed ticket ?
by Mohd Fariz Bin Hashim 14 Mar '10

14 Mar '10

Hi, Is there any feature that the ticket that been closed by an agent need to be approved by their superior. Just like FAQ. Thanks.

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Customize the ticket presentation in the dashboard
by Reto Müller 14 Mar '10

14 Mar '10

Is it possible to customize the dashboard to show the queue name and the state time instead of the ticket age for the open ticket box? In the SysConfig I found under Frontend::Agent::Dashboard the DashboardBackend###0130-TicketOpen element but I don't know the values for Key and Content to show the queue name and the state name. Kind regards Reto

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How to adjust the from address for mail notifications to none customers
by Stefan Folkerts 14 Mar '10

14 Mar '10

Hi, First of all, I am new to this mailing list. I have just discovered OTRS today and I am very impressed with the ease of installation/configuration up until now. In fact, I only have one issue that is holding me back from moving to the next stage before we go into production. Here's my problem ; When a customer creates a new ticket in OTRS I get a notify and the customer does. The email to the customer has the correct from address and he can reply to this and update the ticket. The email to me has a wrong from address that cannot be replied to (otrs(a)system.domain.local<mailto:otrs@system.domain.local>). How can I change this from address to none customers to the same address the customers get (the IMAP address that the software scans for tickets and updates to tickets) Overall I must say I am really impressed with the software and hope to move forward with it soon after I get this issue out of the way! :-) Thanks in advance, Stefan

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Customer queues
by Neil Grantham 14 Mar '10

14 Mar '10

Hi I want to give the customer just one queue to add tickets to - 'Support'. So this queue is the only one with 'Users' role attached to it I then have sub-queues that the Agents will assign this to such as Hardware and Software. However, if I do this, when the User (customer) tries to look at the ticket it says they have no permission. Is this possible? If so, what do I need to do? Thanks Neil

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Dashboard - My owen ticket
by Jan Řežab 13 Mar '10

13 Mar '10

Hi all. Is it possible to somehow add the table of "My own ticket" to dhe dashboard? Thanks in advance for your reply. Jan

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How do I setup sub-types (hierarchical types) to categorize tickets?
by L Christiansen 13 Mar '10

13 Mar '10

I have read a few posts here, one suggesting that types are hierarchical. All I see is one type drop-down field on a ticket being submitted so I would like to know if you can have a sub-type and how to set that up. I looked into Services, but it looks like you configure customers to services, which doesn’t necessarily meet my requirements. I am sure that there is something I am missing here and I am hoping someone has a concise answer for this. So far, I have to say, this seems to be a great product and I would like to be able to use it. Thank you

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Re: [otrs] Customer passwords
by Neil Grantham 13 Mar '10

13 Mar '10

Ah ok! Thanks, I'll set a simple password for them to change Neil On 13 Mar 2010, at 02:52, Nils Leideck - ITSM <nils.leideck(a)leidex.net> wrote: Hi, On 13.03.2010, at 00:22, Neil Grantham wrote: As we move towards OTRS going 'live' I have been adding customer companies and users associated to them. I didn't add passwords to any of these users yet. When I try to test the logging in with the blank password I get an invalid password error. Is there a default password for this scenario or how do I get round this? empty password = no login possible :-) Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Customer passwords
by Neil Grantham 13 Mar '10

13 Mar '10

Hi As we move towards OTRS going 'live' I have been adding customer companies and users associated to them. I didn't add passwords to any of these users yet. When I try to test the logging in with the blank password I get an invalid password error. Is there a default password for this scenario or how do I get round this? Thanks Neil

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