This is a notification from the Help Desk.
On Jul 02, 2011 @ 02:48 pm, crythias@gmail.com wrote:
If a user had sent me a ticket-worthy request, I'd forward the email to the
ticket email with my code word in the body.
#customer customeremail@domain.tld
The postmaster filter gets it then the ticket gets created and assigned to
the customer.
http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfor...
Agents who would be assigned to the Queue in his "My Queues" and have the
notification enabled gets a chance to grab the ticket, lock it, respond,
close...
==Ticket History==
On Jul 02, 2011 @ 02:48 pm, michiel.beijen@otrs.com wrote:
I'm a bit at loss here, what is it exactly that you propose?
--
Mike
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On Jul 02, 2011 @ 02:46 pm, hugh.kelley@gmail.com wrote:
I agree about that goal.
However, at least in my organization, there are a few users who
hesitate to use the support system at all - they just email agents
directly. Then, as you well know, it is impossible for anyone else in
the team to participate in the support.
I thought this might be a way to encourage those users to do (from my
perspective) the right thing.
Hugh
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On Jul 02, 2011 @ 02:46 pm, michiel.beijen@otrs.com wrote:
Actually, there was a design reason behind it; it's that we think it's
bad practice to assign tickets to a named user; you should rather
assign it to a single group.
That said, there probably can be use cases for not having this restriction.
Michiel Beijen
Senior Consultant
OTRS BV
Schipholweg 103
2316 XC Leiden
The Netherlands
T: +31 71 8200 255
F: +31 71 8200 254
I: http://www.otrs.com
True Ownership and Control of Your Data: Free 30-day Trial for OTRS
OnDemand: http://www.otrsondemand.com/
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On Jul 02, 2011 @ 02:45 pm, hugh.kelley@gmail.com wrote:
So far that seems like the best approach. I'll perform a ticket search for
all tickets owned by 1 and with a (human) agent-created article.
The last agent to contribute will probably become the lucky owner.
It seems that the ACL and Generic Agents can't search/filter by owner ID.
Out of curiosity, is there some design reason behind that?
Hugh
On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM wrote: Hi, Unfortunately this can’t be searched by OTRS directly. You could write a simple SOAP script for that, which you could then execute
by Cron or the GenericAgent.
The SOAP script can also assign a new user if wanted. The logic is then up to you or actually up to the script writer ;-) On 04.10.2010, at 23:02, Hugh Kelley wrote: That's an interesting idea. Unfortunately, I'm not sure the postmaster
can determine programatically who the owner should be. Is there any way to edit the "before closing" validation so that I
could check there (owner ID != 1)? Hugh On 10/2/10, Nils Leideck - ITSM Hi, You could use the GenericAgent to change the owner. On 02.10.2010, at 02:19, Hugh Kelley wrote: We have a relatively "open" permission model for our tickets. Most
agents
can add notes or replies without owning the ticket. As a result, some
tickets go all the way to resolution without having the ID changed. This means that some get closed with the root user (#1) as the owner.
Is
there a way to force this ID to be changed to a "valid" user within the
UI? Freundliche Grüße / Kind regards Nils Leideck --
Nils Leideck
Senior Consultant nils.leideck@leidex.net
nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project ---------------------------------------------------------------------
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To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Freundliche Grüße / Kind regards Nils Leideck --
Nils Leideck
Senior Consultant nils.leideck@leidex.net
nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project ---------------------------------------------------------------------
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