SysConfig: Ticket -> Core::Ticket

Option:                 Ticket::ViewableLocks:

Description:        Viewable locks. Default: unlock, tmp_lock.

My hunch is that if you add ‘lock’ you will see them as well.

I myself prefer the StatusView, as my honorable friend signori Leonardo suggested here as well.

Wondering how you will keep focus on what needs to be worked on next if you see ALL the cases….

gr,

Frans

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of aman
Sent: dinsdag 26 mei 2009 08:05
To: otrs@otrs.org
Subject: Re: [otrs] show all tickets to the agents. (Leonardo Certuche)

hi Leonardo,

i don't want to get rid of the locking feature, just want to show all the tickets(even the owner is assigned to a ticket, locked) in the queue frontend by default. In my current system it is possible only when owner will Unlock that ticket, then it will be visible to other agents.

in Short i want All Tickets:XX  should be the default view.
(in Preferences i have selected My Queues:queue_name).

thanks in advance.

On Tue, May 26, 2009 at 5:23 AM, <otrs-request@otrs.org> wrote:

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Today's Topics:

  1. Re:  Editing ticket body (Maurice James)
  2. Re:  Editing ticket body (Afshar Mohebbi)
  3. Re:  Editing ticket body (Maurice James)
  4. Re:  notification to sender of ticket,    if his ticket was
     closed. (Leonardo Certuche)
  5. Re:  show all tickets to the agents. (Leonardo Certuche)


----------------------------------------------------------------------

Message: 1
Date: Mon, 25 May 2009 09:23:10 -0400
From: "Maurice James" <midnightsteel@msn.com>
Subject: Re: [otrs] Editing ticket body
To: "'User questions and discussions about OTRS.'" <otrs@otrs.org>
Message-ID: <BAY107-DS6E3CE1E99B75D42460798B2550@phx.gbl>
Content-Type: text/plain; charset="utf-8"

You have to edit  the ticket article through the database once it is created



From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Afshar Mohebbi
Sent: Sunday, May 24, 2009 6:49 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Editing ticket body



Hi,

Why body of a new ticket is not editable just after creation? There maybe a mis-spelling or any other text that customer or agents want to correct.


Afshar Mohebbi

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Message: 2
Date: Mon, 25 May 2009 18:54:00 +0430
From: Afshar Mohebbi <afshar.mohebbi@gmail.com>
Subject: Re: [otrs] Editing ticket body
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
       <145d62d80905250724k10c53561i1e12cb67fec7ebc8@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

Hi Maurice,

Do you mean there is no way to edit a ticket body or comment via UI?

Afshar Mohebbi

On Mon, May 25, 2009 at 5:53 PM, Maurice James <midnightsteel@msn.com>wrote:

>  You have to edit  the ticket article through the database once it is
> created
>
>
>
> *From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of
> *Afshar Mohebbi
> *Sent:* Sunday, May 24, 2009 6:49 AM
> *To:* User questions and discussions about OTRS.
> *Subject:* [otrs] Editing ticket body
>
>
>
> Hi,
>
> Why body of a new ticket is not editable just after creation? There maybe a
> mis-spelling or any other text that customer or agents want to correct.
>
>
> Afshar Mohebbi
>
> ---------------------------------------------------------------------
> 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/
>
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Message: 3
Date: Mon, 25 May 2009 11:14:41 -0400
From: "Maurice James" <midnightsteel@msn.com>
Subject: Re: [otrs] Editing ticket body
To: "'User questions and discussions about OTRS.'" <otrs@otrs.org>
Message-ID: <BAY107-DS6506AE310DD4748F3422FB2550@phx.gbl>
Content-Type: text/plain; charset="utf-8"

No you cannot do it through the UI. I guess they like it like this for integrity purposes



From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Afshar Mohebbi
Sent: Monday, May 25, 2009 10:24 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Editing ticket body



Hi Maurice,

Do you mean there is no way to edit a ticket body or comment via UI?

Afshar Mohebbi

On Mon, May 25, 2009 at 5:53 PM, Maurice James <midnightsteel@msn.com> wrote:

You have to edit  the ticket article through the database once it is created



From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Afshar Mohebbi
Sent: Sunday, May 24, 2009 6:49 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Editing ticket body



Hi,

Why body of a new ticket is not editable just after creation? There maybe a mis-spelling or any other text that customer or agents want to correct.


Afshar Mohebbi


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Message: 4
Date: Mon, 25 May 2009 18:46:43 -0500
From: Leonardo Certuche <leonardo.certuche@itcon-ltda.com>
Subject: Re: [otrs] notification to sender of ticket,   if his ticket
       was     closed.
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
       <2d120a850905251646m11ec02d4pe030754c4d2f9761@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

The survey does it. Here is the how-to
http://www.mail-archive.com/otrs@otrs.org/msg24865.html


Leonardo Certuche

On Mon, May 25, 2009 at 12:30 AM, aman <goforaman@gmail.com> wrote:

> hi,
>
> i am new to otrs, using otrs 2.3.4 on a centos 5.2.
> our requirement is when a agent close the ticket, notification should be
> sent to the sender of the ticket(Customer).
> I think it should be automatic but it is not working.any configuration
> changes.
>
> help,
>
>
> --
> regards:
> Aman
>
>
> ---------------------------------------------------------------------
> 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!
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Message: 5
Date: Mon, 25 May 2009 18:52:44 -0500
From: Leonardo Certuche <leonardo.certuche@itcon-ltda.com>
Subject: Re: [otrs] show all tickets to the agents.
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
       <2d120a850905251652p6e22a386pc27ce97d448e41ac@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

You could enable status view in order to se both open an closed tickets. Go
to sysconfig and then

Ticket -> Frontend::Agent::ModuleRegistration


If you want to get rid of the locking feature, this guys seems to have
achieved it http://www.mail-archive.com/otrs@otrs.org/msg19793.html

Leonardo Certuche

On Mon, May 25, 2009 at 12:40 AM, aman <goforaman@gmail.com> wrote:

> hi,
>
> i am new to otrs (otrs 2.3.4 on a centos 5.2.)
> the problem is when a owner is assigned to a ticket,the ticket get locked,
> by default it is not visible to all the agents, but when owner unlocked
> this ticket,then this ticket become visible to all the agents,
>
> but our requirement is by default all ticket should be visible to all the
> agents, any configuration changes !!
>
> help will be really appreciated.
>
> --
> regards:
> Aman
>
>
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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>
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>
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--
regards:
Amanpreet Singh