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RE: RE:Re: Antwort: RE: [otrs] Phone View: How con I add a custom er Call to an existingTicket?
by Covert, Jake 29 Oct '03

29 Oct '03

This brings up an interesting idea. How about providing pager notification support for an urgent / needing attention ticket? (either through escalation or priority). My pager has an email address and I could just change my profile to reflect that address, but then everything would come to it. Maybe a separate email field to be used for urgent ticket notifications? Just a thought... Jake Covert -----Original Message----- From: Graham Smith [mailto:G.T.Smith@bham.ac.uk] Sent: Wednesday, October 29, 2003 12:48 PM To: User questions and discussions about OTRS. Subject: Re: RE:Re: Antwort: RE: [otrs] Phone View: How con I add a customer Call to an existingTicket? I think you have highlighted a design limitation within OTRS. I tend to think that Phone View/Phone Contact is slightly misnamed, and if I could think of a more informative way of renaming of this option I would probably customise accordingly :-). Apart from email, my organisation has official support contact via phone, via public access helpdesks, and Departmental meetings, (and for the unlucky unofficial contact via bars, canteens, and corridors etc :-(). I do not think this is the kind of scenario for which OTRS was originally designed for. There is no issue here with raising New Tickets from non-email contacts with the Phone View, but we tend to handle follow up contacts from these routes using notes options (use of the Phone Contact option can cause confusion). This works but is not entirely satisfactory. I do not thinks we are the only organisation with this kind of situation. I would like to suggest a conceptually simple (but probably technically complex) solution to this limitation. The Phone call contact form in the ticket Zoom view as it is OK for outgoing calls, but could be improved by adding something to indicate whether a call is incoming or outgoing (do not know whether this is on OTRS To Do list, and whether this has been suggested before). An incoming phone (non-email) contact for a ticket could then be made equivalent to an email follow up. (The ability to then set whether a notification should be sent to the Agent owning the ticket in the event of a incoming call not taken by that Agent could then be a useful extension). Any thoughts anyone... BTW The ability to change the 'customer info' in the ticket Zoom phone contact view would also be useful. (A situation that often occurs here is an initial request is made by a line manager, Departmental Secretary, or committee but subsequent interaction is with the actual customer or someone acting on the customers behalf). On Wed, 2003-10-29 at 14:32, jheine(a)ar-hannover.de wrote: > Yes, I do. But my problem is, that the sender of the note then is the > agent, not the customer. I would add a note (or a Phone Call) with the > customer as sender. > > Jan > > >Had you thought of adding a note to the original ticket? (With an > >appropriate heading). > > > > > >On Wed, 2003-10-29 at 09:41, jheine(a)ar-hannover.de wrote: > >> Hello, > >> > >> if I do like you wrote me, I add an answer to the ticket, but I > >> want to > add > >> a follow-up from the customer. > >> > >> Jan > >> > >> > >> > >> > >>>Hello, > >>> > >>>just open the ticket in detail view. On the right side you´ve got > >>>the option you are looking for. > >>> > >>> > >>>Lars > > > > _______________________________________________ > 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:Re: Antwort: RE: [otrs] Phone View: How con I add a customer Call to an existingTicket?
by jheine＠ar-hannover.de 29 Oct '03

29 Oct '03

Yes, I do. But my problem is, that the sender of the note then is the agent, not the customer. I would add a note (or a Phone Call) with the customer as sender. Jan >Had you thought of adding a note to the original ticket? (With an >appropriate heading). > > >On Wed, 2003-10-29 at 09:41, jheine(a)ar-hannover.de wrote: >> Hello, >> >> if I do like you wrote me, I add an answer to the ticket, but I want to add >> a follow-up from the customer. >> >> Jan >> >> >> >> >>>Hello, >>> >>>just open the ticket in detail view. On the right side you´ve got the >>> option you are looking for. >>> >>> >>>Lars

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RE: [otrs] Phone View TO: field
by Erik Mathis - ATL Dunwoody Staff 29 Oct '03

29 Oct '03

> -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Chris Salter > Sent: Tuesday, October 28, 2003 4:30 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] Phone View TO: field > > > Try adding the following line to your Config.pm file: > > $Self->{UnlockTicket} = 1; > > This causes tickets to unlock when they're moved to a > different queue. At least, it works on my system... :-) > > Let me know if that helps! > > -- > Chris Salter Thanks for you help btw, I was wondering if that would change the locking for all the users or can I limit it to the user in question? Also I found in the documentation what you were talking about (ASP). > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On > Behalf Of Erik Mathis - ATL Dunwoody Staff > Sent: October 28, 2003 4:13 PM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] Phone View TO: field > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > > Behalf Of Chris Salter > > Sent: Tuesday, October 28, 2003 3:46 PM > > To: 'User questions and discussions about OTRS.' > > Subject: RE: [otrs] Phone View TO: field > > > > > > Hi Erik, > > > > Do you have two queues then, one for your receptionists and > > one for your help desk? If so, you should have it configured > > with two groups as well, "Receptionists" and "Helpdesk" > > (names can be different, of course). The Receptionist queue > > should be associated with the Receptionist group, and > > Helpdesk queue with the Helpdesk group. Then, when your > > receptionists take a call, they put it in the Receptionist > > queue and then move it to the Helpdesk queue. > > When I try that, it locks the ticket and makes them the > owner. So even if they move the ticket, it is still in the > locked queue. > > > > > > What might cause a problem is if you've got your system set > > up to prevent people from transferring tickets to queues they > > don't have access to. I forget the name of that setting... > > Something to do with ASP. It's in the manual, at any rate. > > If you've got that turned on and it's possible to turn it > > off, that would probably solve your problem. > > I haven't enabled that. > > > > > Does this help? > > > > -- > > Chris Salter > > Erik Mathis > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On > > Behalf Of Erik Mathis - ATL Dunwoody Staff > > Sent: October 28, 2003 3:25 PM > > To: otrs(a)otrs.org > > Subject: [otrs] Phone View TO: field > > > > > > Our Receptionists take incoming calls and forwarded them to > > our helpdesk using their email clients. They also get emails > > from our messaging company which they decrypt and forward on > > to the correct person. > > > > I have setup my OTRS 1.1.3 install to handle the emails from > > the messaging company. This worked great. I gave them there > > own username, group, and queue. > > > > But when they go and use the Phoneview, they can only send > > the ticket to them self's? Now if I add them to the users > > group, they are able to send the ticket to the helpdesk, but > > they then have users rights, and can read and work tickets. > > > > Is there a way to either add a list of "Authorized address" > > or free type in a address? For the PhoneView only? > > > > > > > > Erik Mathis > > AIU Dunwoody Network Administrator > > > > _______________________________________________ > > 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 f|r Ihr OTRS System? > > > _______________________________________________ > 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 f|r Ihr OTRS System? >

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RE: [otrs] Phone View: How con I add a customer Call to an existingTicket?
by Lars Monsees 29 Oct '03

29 Oct '03

Hello, just open the ticket in detail view. On the right side you´ve got the option you are looking for. Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > jheine(a)ar-hannover.de > Sent: Wednesday, October 29, 2003 10:26 AM > To: otrs(a)otrs.org > Subject: [otrs] Phone View: How con I add a customer Call to an > existingTicket? > > > Hello, > > my problem is: > We get answers from our customers not only per E-Mail, > sometimes they call > us directly. > How can I add a customers phone call to an existing ticket > without creating > a new one? > In the phone view I am only able to create a new ticket. > 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 f|r Ihr OTRS System? > => http://www.otrs.de/ >

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Question on customer.pl
by Dennis.Buehring＠net-and-works.de 29 Oct '03

29 Oct '03

Hi, we are programming a Typo3 - extension for a single-sign-on for multiple backend-applications, but we have problems with this piece of code from customer.pl : # -- # get groups # -- my %GroupData = $CommonObject{GroupObject}->GroupUserList( Result => 'HASH', Type => 'rw', UserID => $UserData{UserID}, ); foreach (keys %GroupData) { $UserData{"UserIsGroup[$GroupData{$_}]"} = 'Yes'; } What is this used for ? Customers have no groups i think ...or is it for AgentCanBeCustomer ? <- btw. i dont understand how this is meant to be used, any help/info welcome !!! By now we think our problem results from the fact that 'customer.pl' is not called by a browser but by another script... is there any information needed that comes from the browser ? thx Dennis

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german manual
by Thomas Müller 29 Oct '03

29 Oct '03

Hi ! Can i find somewhere a german Manual of OTRS ??? tom

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Installation issue with SuSE Linux Enterprise Server
by Christian Ferrari 29 Oct '03

29 Oct '03

When I try to install otrs-1.1.3-01.i386.rpm on SLES 8, rpm complains me as following: minnie:~/rpm # rpm -ivh --test otrs-1.1.3-01.i386.rpm error: failed dependencies: perl-DBI is needed by otrs-1.1.3-01 perl-GD is needed by otrs-1.1.3-01 perl-Net-DNS is needed by otrs-1.1.3-01 perl-Msql-Mysql-modules is needed by otrs-1.1.3-01 I've looked for those 4 packages in the 4 distribution CD but I've not found them. Any hints? Someone else has installed OTRS on a SLES 8? Should I follow "non-SuSE" installation steps? Thanks in advance Regards Christian /----------------------------------------\ | Christian Ferrari | | PRIMEUR ITALIA | | Via E. Mattei, 1/106 A | | 30020 Marcon (VE) - ITALY | | | | Tel.: +39 041 5950998 | | Fax: +39 041 5951024 | | Mobile: +39 348 8960572 | | E-mail: christian.ferrari(a)primeur.com | | Web: http://www.primeur.com/ | \----------------------------------------/

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Phone View: How con I add a customer Call to an existing Ticket?
by jheine＠ar-hannover.de 29 Oct '03

29 Oct '03

Hello, my problem is: We get answers from our customers not only per E-Mail, sometimes they call us directly. How can I add a customers phone call to an existing ticket without creating a new one? In the phone view I am only able to create a new ticket. Thanks for your help.

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Phone View TO: field
by Erik Mathis - ATL Dunwoody Staff 29 Oct '03

29 Oct '03

Our Receptionists take incoming calls and forwarded them to our helpdesk using their email clients. They also get emails from our messaging company which they decrypt and forward on to the correct person. I have setup my OTRS 1.1.3 install to handle the emails from the messaging company. This worked great. I gave them there own username, group, and queue. But when they go and use the Phoneview, they can only send the ticket to them self's? Now if I add them to the users group, they are able to send the ticket to the helpdesk, but they then have users rights, and can read and work tickets. Is there a way to either add a list of "Authorized address" or free type in a address? For the PhoneView only? Erik Mathis AIU Dunwoody Network Administrator

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RE: [otrs] Phone View TO: field
by Erik Mathis - ATL Dunwoody Staff 28 Oct '03

28 Oct '03

> -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Chris Salter > Sent: Tuesday, October 28, 2003 3:46 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] Phone View TO: field > > > Hi Erik, > > Do you have two queues then, one for your receptionists and > one for your help desk? If so, you should have it configured > with two groups as well, "Receptionists" and "Helpdesk" > (names can be different, of course). The Receptionist queue > should be associated with the Receptionist group, and > Helpdesk queue with the Helpdesk group. Then, when your > receptionists take a call, they put it in the Receptionist > queue and then move it to the Helpdesk queue. When I try that, it locks the ticket and makes them the owner. So even if they move the ticket, it is still in the locked queue. > > What might cause a problem is if you've got your system set > up to prevent people from transferring tickets to queues they > don't have access to. I forget the name of that setting... > Something to do with ASP. It's in the manual, at any rate. > If you've got that turned on and it's possible to turn it > off, that would probably solve your problem. I haven't enabled that. > > Does this help? > > -- > Chris Salter Erik Mathis > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On > Behalf Of Erik Mathis - ATL Dunwoody Staff > Sent: October 28, 2003 3:25 PM > To: otrs(a)otrs.org > Subject: [otrs] Phone View TO: field > > > Our Receptionists take incoming calls and forwarded them to > our helpdesk using their email clients. They also get emails > from our messaging company which they decrypt and forward on > to the correct person. > > I have setup my OTRS 1.1.3 install to handle the emails from > the messaging company. This worked great. I gave them there > own username, group, and queue. > > But when they go and use the Phoneview, they can only send > the ticket to them self's? Now if I add them to the users > group, they are able to send the ticket to the helpdesk, but > they then have users rights, and can read and work tickets. > > Is there a way to either add a list of "Authorized address" > or free type in a address? For the PhoneView only? > > > > Erik Mathis > AIU Dunwoody Network Administrator > > _______________________________________________ > 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 f|r Ihr OTRS System? >

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