Re: [otrs] Remove lock option from tickets

As I just posted before: In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some kind of problems Bye Gabriele ----- Original Message ----- From: "Mikhail Pauw" To: "User questions and discussions about OTRS.org" Sent: Friday, October 26, 2007 9:27 AM Subject: RE: [otrs] Remove lock option from tickets

Hi all,

I've pretty much the same question as Mujtaba Karim. We work with a small support team that is well played into each other and need the possibility to handle the same tickets, so the locking mechanism is for us not the best option.

We have looked trough all the settings, but weren't able to discover something that disables the locking completely. We solve it now by running a script on the database every minute that removes all the lock states.

So we're wondering if it's possible to disable the lockstate all together?

Thanks in advance,

Mikhail

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gabriele D'Andrea Sent: woensdag 24 oktober 2007 12:43 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Remove lock option from tickets

Maybe you are making confusion. Locking a ticket means assigning it to a specified agent: in this way you are sure that only one agent can work on the ticket. This is different from ticket states: a ticket can be in state open, closed, new, etc., regardless if it's been locked or not. Finally, you're concerned about customers notifications, you can enable/disable different type of notifications on a per queue basis, in the queue configuration

----- Original Message ----- From: "Mujtaba Karim" To: Sent: Wednesday, October 24, 2007 12:30 PM Subject: [otrs] Remove lock option from tickets

HI The thing here is I will not be able to notify customer if I move a ticket to any other state.

My issue can be resolved if I eliminate ticket lock option from all my tickets Is there any possibility for that?

Thanks

Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim@pixsense.com www.pixsense.com

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org Sent: Wednesday, October 24, 2007 3:12 PM To: otrs@otrs.org Subject: otrs Digest, Vol 51, Issue 45

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Today's Topics:

1. Re: error creating ticket from POP3 account (Torsten Thau) 2. Re: Can users (agents) work with OTRS by email? (Torsten Thau) 3. one more thing (Mujtaba Karim) 4. RE: otrs Digest, Vol 51, Issue 44 (Mujtaba Karim) 5. Re: one more thing (Richard Hinkamp - BeSite) 6. Re: RE: otrs Digest, Vol 51, Issue 44 (Richard Hinkamp - BeSite)

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Message: 1 Date: Wed, 24 Oct 2007 11:48:13 +0200 From: Torsten Thau Subject: Re: [otrs] error creating ticket from POP3 account To: "User questions and discussions about OTRS.org" Message-ID: <471F14DD.1010802@cape-it.de> Content-Type: text/plain; charset=ISO-8859-1

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Peter Hoogkamer schrieb:

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Hello everybody,

Since a few days I am not able to create a ticket from email picked up by the POP3 account. When I execute POP3Master.pl it says that it cannot handle a ticket priority of NULL and cannot create the entry in the database.

I think the solution will be to set a default priority of 3 for tickets that are created from mail. But I cannot seem to find where to configure this.

You can do this in a postmaster filter, but the actual problem is: where did your "priority 3" go? Ist it still available in the admin-area under priorities?

regards, Torsten Thau

- -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux)

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Message: 2 Date: Wed, 24 Oct 2007 11:30:09 +0200 From: Torsten Thau Subject: Re: [otrs] Can users (agents) work with OTRS by email? To: "User questions and discussions about OTRS.org" Message-ID: <471F10A1.5070604@cape-it.de> Content-Type: text/plain; charset=ISO-8859-1

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Oleg Polovinkin schrieb:

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Nils Breunese (Lemonbit) wrote:

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Oleg Polovinkin wrote:

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Hmmm... Can't understand, why not look at user base, if email of sender is agent email?.. In our setup we have e-mail addresses that belong to both agents and 'customers'. Of course it is not impossible to have a system work like you are requesting, but currently OTRS does not support this workflow AFAIK.

Indeed, I was missing this feature as well sometimes. But, besides the fact that the desired functionality [*] is not implemented yet, how does one decide in which role (agent or customer) someone replied when you have "agents can be customers" enabled and the e-mail addresses are identical?

regards, Torsten Thau

- -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux)

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Message: 3 Date: Wed, 24 Oct 2007 14:58:25 +0500 From: "Mujtaba Karim" Subject: [otrs] one more thing To: Message-ID: <006601c81624$808cbd40$81a637c0$@com> Content-Type: text/plain; charset="us-ascii"

Hi I guess I am flooding in with questions please bear me

Is there a way to completely disable the lock functionality? I want

Tickets to be always unlocked...

Mujtaba Karim

Customer Support Manager

PixSense Inc.

172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan

C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mailto:mkarim@pixsense.com mkarim@pixsense.com http://www.pixsense.com/ www.pixsense.com