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users, queues and groups
by Strange, PJ (Philippa) 06 Mar '03

06 Mar '03

Help!! I've come unstuck finalising users, groups and queues. We devised a hierarchy of queues which matched identically the hierarchy of staff within the project. Unfortunately OTRS is lacking some finer customisation that RequesTracker allows ie /groups/queues - staff /tier1/support - everyone in tier1 /tier1/tech - selected experts in tier1 /tier1/mngmnt - management in tier1 /tier2/support - everyone in tier2 /tier2/tech - selected experts in tier2 /tier2/mngmnt - management in tier2 /tier3/support - everyone in tier3 /tier3/tech - selected experts in tier3 /tier3/mngmnt - management in tier3 If I use the groups as above then tier1/support staff can see the tier1/mngmnt queue, if I have a support group then they can see queues across the 3 tiers. In order to workaround this in OTRS I will have to have a group for each queue which kind of defeats the object or have I missed the plot? In Requestracker for instance the configuration of users and queues allows finer selection ie Joe Bloggs has read access to tier2/tech and write access to tier1/support AND admin access to tier3/mngmnt Are there any plans to implement something more flexible and why did you choose the user->groups->queues option? Thanks Philippa Strange

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few questions
by Strange, PJ (Philippa) 06 Mar '03

06 Mar '03

I'm really motoring with my OTRS install, thanks guys I like what I see so far. Is it possible to 1/ delete system email addresses preferably via the front end? 2/ have a link in agentview to see all closed tickets? 3/ authenticate new customers (in a similar way to subscribing to this list)? 4/ allow agents to move or escalate to queues via the existing drop-down but to queues which they don't have queueview access to ? btw I'm installing OTRS along side Request Tracker and Bugzilla, is anyone out there migrating from these two to OTRS? I only wish to have one system running 5/ why do the OTRS team use Bugzilla and not their own product? Thanks Philippa Strange

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give and take
by Strange, PJ (Philippa) 06 Mar '03

06 Mar '03

Hi I've added the following to the queueview.dtl to give a link to show all closed tickets for the agent's authorised queues. Thus reducing the need for agents to use utilities: $Text{"show my "}: <a href="/otrs/index.pl?Action=AgentStatusView&Type=Closed" onmouseover="window.status='All closed tickets'; return true;" onmouseout="window.status='';">closed tickets</a>. What would be a really nice feature would be to merge tickets. We have some customers who for whatever reason don't use the reply to button. How easy do you think it would be to add this type of functionality? Also, can you explain how the sub-lists will work apart from the creation of. There doesn't appear to be a tree or heirarchical view of queues once created. Thanks Philippa -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: 03 March 2003 11:00 To: otrs(a)otrs.org Subject: otrs digest, Vol 1 #217 - 4 msgs Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-admin(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. AW: [otrs] few questions (Robert Kehl) 2. Re: Feature request (Martin Edenhofer) 3. Re: Queue view question (Martin Edenhofer) 4. Re: Feature request (Martin Edenhofer) --__--__-- Message: 1 From: "Robert Kehl" <otrs(a)robertkehl.de> To: <otrs(a)otrs.org> Subject: AW: [otrs] few questions Date: Sun, 2 Mar 2003 19:33:21 +0100 Reply-To: otrs(a)otrs.org > -----Ursprüngliche Nachricht----- > Von: Strange, PJ (Philippa) > Gesendet: Dienstag, 25. Februar 2003 16:36 > > Is it possible to > 2/ have a link in agentview to see all closed tickets? It's now included in CVS. Details: Update these to given version no. (by the time of this writing) /Kernel/Modules/AgentStatusView.pm 1.7 /Kernel/Output/HTML/Lite/AgentUtilTicketStatus.dtl 1.5 /Kernel/Output/HTML/Lite/AgentStatusView.dtl 1.7 And, if you want and need to: /Kernel/Language/de.pm 1.16 Regards, Robert --__--__-- Message: 2 Date: Mon, 3 Mar 2003 08:14:36 +0100 From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Subject: Re: [otrs] Feature request Reply-To: otrs(a)otrs.org Hi Jake, On Wed, Feb 26, 2003 at 12:49:04PM -0500, Covert, Jake wrote: > 1) Phone number field for the customers and a way to make this field > mandatory. OTRS 1.1 comes with a lot of this features (also partially OTRS 1.0). I will write a chapter for the online doc for the different customer backends (DB and LDAP exists) and how to configure the backend in detail. > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson --__--__-- Message: 3 Date: Mon, 3 Mar 2003 08:17:55 +0100 From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Subject: Re: [otrs] Queue view question Reply-To: otrs(a)otrs.org Hi Jake, On Thu, Feb 27, 2003 at 10:02:02AM -0500, Covert, Jake wrote: > How can I see all of the tickets are in a given queue, even if I don't own > them all. I have queue "Computer Lab", with 10 tickets. 3 are assigned to > one tech, 4 to another and the rest to a third technician. > > If I click on [queue view] I only see the 'New' ones. I'd like to see all > open tickets though based by queue. Use the "Ticket Status" for this. Utilities -=> Ticket Status (sort by queue). > ----- > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier --__--__-- Message: 4 Date: Mon, 3 Mar 2003 08:19:19 +0100 From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Subject: Re: [otrs] Feature request Reply-To: otrs(a)otrs.org Hi Jake, On Thu, Feb 27, 2003 at 03:26:11PM -0500, Covert, Jake wrote: > 1) Add / Enable a customer preference that allows them to only see their > open tickets in the 'My Tickets' view. You are not the first one with this feature request. So I added this feature the the CVS (1.1 tree). > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 195 Tage bis zum Gäubodenvolksfest! ;-) --__--__-- _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest

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Preventing response from being submitted twice when refreshing page.
by Paul 06 Mar '03

06 Mar '03

Hi all, I'm sure this must happen to other people. I find myself pressing "reload" in my browser after submitting a response to a ticket and see that my original response has now been sent twice. Any ideas on a way to prevent this from happening within OTRS itself? Perhaps warn if the new reply matches the one just sent? Thanks, Paul

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RE: [otrs] Change queue and the Move button
by Covert, Jake 05 Mar '03

05 Mar '03

Is there any way to set it so that if this option is set, the 'Move' button becomes hidden, so people don't get confused? Jake ;) -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, March 05, 2003 3:35 PM To: otrs(a)otrs.org Subject: Re: [otrs] Change queue and the Move button Hi Jim, On Mon, Mar 03, 2003 at 12:34:16PM +0000, J.K.Wight(a)newcastle.ac.uk wrote: > I find that as soon as I select an alternative queue from the dropdown > menu the change takes place. I expected to have to use the Move > button to bring about the change. There is a config option "OnChangeSubmit" (default 1) for this. Because many people love this short cut. Add the following to your Kernel/Config.pm, restart your webserver (if you use mod_perl) and you need use the "move" button. [Kernel/Config.pm] $Self->{OnChangeSubmit} = 0; [...] > Jim Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ 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

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Change queue and the Move button
by J.K.Wight＠newcastle.ac.uk 05 Mar '03

05 Mar '03

I find that as soon as I select an alternative queue from the dropdown menu the change takes place. I expected to have to use the Move button to bring about the change. Jim

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Changing the statistics view
by Covert, Jake 05 Mar '03

05 Mar '03

How can I change the statistics view to include three separate reports, each with only variable graphed? Thanks, Jake Covert

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Ticket-View with flipped open ticket items
by Ralph Müller 05 Mar '03

05 Mar '03

Hello, we will switch to otrs soon, but there are two things we would like to have: 1. in the ticket-view, when you are zoomed in, you see all items of that ticket in a tree view. Is it possible to flipp all the item open, so that one can see the content of all the phone calls and mails in one view. That would be very helpfull to get an overview over the ticket, for instance if you have taken over a ticket from an other user. 2. in the ticket view again, you only have the possibility to compose an email or phone call if you have selected the first item of the ticket (e.g. the mail with which the case was created or the appropriate phone call). But if you want to compose a mail or call the customer, than the information from the last item is most important. Is it possible to insert the links for 'Compose Answer (email)' and 'Contact customer (phone)' in the ticket view even if you have selected the last item? In addition we mentioned a little problem by creating the <OTRS_CUSTOMER_REALNAME> for the salutation. If the ticket was created via a phone call and one did select the customer-user from the drop-down list, than the login of the customer-user is inserted in the From field as well. To exclude the login from the salutation we did adapt the AgentCompose.pm: # get realname my $From = $Data{OrigFrom} || ''; $From =~ s/<.*>|$.*$|\"|;|,|[^ ]*\@[^ ]*//g; .... Thanks for your effort! By Ralph

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Possible to use TCP/IP with mysql instead of unix socket?
by Paul 05 Mar '03

05 Mar '03

Hi, I'm wondering if it's possible to use TCP/IP to connect to mysql instead of using a unix socket. I'm running otrs within a chrooted jail and have to create a hard link to mysql.sock everytime mysqld is restarted. This is becoming a bit of a problem. ;) Thanks, Paul

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Another question/feature request - Cc/Bcc for all agent response s
by Moshe Leibovitch (SoftLink) 05 Mar '03

05 Mar '03

Hi, I tried to find how to configure this but could not find a way of doing it without modifying code. I want all agent responses to be Bcc to an administrator pre-configured mail address. This helps to keep a copy of the emails in "raw" format is some backup repository. Thanks, Moshe

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