Hi Martin,
3. There used to be a line at the top of each queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not, in that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want using that.
Workaround: Use StatusView when needed.
That's true. This feature got dropped/lost with new queue overviews.
Just to get more detailed impression to me. On what workflow did you use this feature?
For us the workflow is as follows: - a ticket was worked by agent A and agent B watched the ticket - agent A closes the ticket and agent B unsubscribes - the ticket gets a follow-up message => re-opened and locked by agent A - agent B has no chance to get an info about the follow-up message => no take over by agent B is possible (if agent A is unavailable for instance) If the locked tickets are shown in queue view I as a dispatcher can assign the ticket to an other agent. Regards, Christian Meier -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Martin Edenhofer Gesendet: Freitag, 21. August 2009 14:39 An: User questions and discussions about OTRS. Betreff: Re: [otrs] OTRS 2.4.3 Hi Richard, On Aug 14, 2009, at 22:58 , Richard Stockton wrote:
OS: RedHat Linux 5.3 (64 bit) Web: Apache 2.2.3 Perl: 5.8.8
We have recently updated our OTRS system (in place since 2002) to version 2.4.3. We are especially happy with the speed increases, and the "Support Assessment" package has been very helpful.
However, we have seen some problems, here is the list:
1. Ticket arrives addressed to "support@example.com" which is aliased to "otrssupp@mail.example.com". The latter email is the one OTRS uses to fetch the mail. This is a simple email, one "To:" address, and one "From:" address (our client). When an agent replies to this ticket, "support@example.com" gets put into the "Cc:" part of the reply form. Why? This means that any reply gets CCed right back to OTRS. It didn't do this before. In past versions only addresses from the "Cc:" header were put in the reply form Cc:. We would like to see a return to the previous behavior. Is this something we can do?
Workaround: Edit AgentTicketCompose.dtl and make the Cc blank, but now we have to input any needed Cc's "by hand", and of course we have to re-edit that file with every OTRS update.
One question, is 'support@example.com' configured as System Address in OTRS admin interface? Per default OTRS tries to reply to any not local address. If you added "support@example.com" as System Address, it will not get longer in Cc line of reply.
2. Trying to change the otrs log to a file location of our choosing doesn't work. You can change the values in the admin section (sysconfig), but most of them don't stay changed.
Workaround: Set the log facility to local0 and use syslog.conf to manage the otrs.log file.
Looks like an config issue. It seems, that you added this setting to Kernel/Config.pm: $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; Kernel/Config.pm is the highest priority of config settings. If you remove LogModule from Kernel/Config.pm, the you can change it via SysConfig linke you want.
3. There used to be a line at the top of each queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not, in that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want using that.
Workaround: Use StatusView when needed.
That's true. This feature got dropped/lost with new queue overviews. Just to get more detailed impression to me. On what workflow did you use this feature?
4. We like to be able to see which agent owns each ticket in the preview queueview (I know it's in the "small" view), and we used to be able to make a small change somewhere in the code or the config, (I don't actually remember exactly where) to add that data in the right hand gray area under "CustomerID:". Can anyone direct me to where I can do that in 2.4.3?
Workaround: Use the "small" view when needed.
Just add it to the template. You need to look at: Kernel/Output/HTML/Standard/AgentTicketOverview*.dtl to add/removed some info in the ticket overviews.
As usual I would appreciate any help. TIA.
I hope it is helps you! ;)
- Richard
-Martin --------------------------------------------------------------------- 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/