[otrs] allowing updates without owning the ticket

7 Nov 2007

      If I keep futzing with 2.2.x I might try it, but there are so many  
other crazy limitations that I need to work out before I'd want to  
take that on.

But thank you very much for taking the time to explain that.  I'm  
building a mini-faq of these customizations locally, since there's  
isn't anything other than the list archives for this...

On Nov 7, 2007, at 10:43 AM, Andy Lubel wrote:
...
Thanks for the level of detail, I think I have good news for you!
In Sysconfig you could expose locked tickets via "Ticket Status  
view" and
that allows you (or any user with rights on the queue) to add a  
note into a
"locked" ticket owned by another user as well as if you were the  
owner.
This is part of my sysconfig that exposes that "Ticket Status view"  
to the
navbar:
$Self->{'Frontend::Module'}->{'AgentTicketStatusView'} =  {
          'NavBar' => [
                        {
                          'Prio' => '110',
                          'Block' => '',
                          'Image' => 'overview.png',
                          'NavBar' => 'Ticket',
                          'Type' => '',
                          'AccessKey' => 'v',
                          'Description' => 'Overview of all open  
Tickets',
                          'Name' => 'StatusView',
                          'Link' => 'Action=AgentTicketStatusView'
                        }
                      ],
          'GroupRo' => [
                         'StatusViewReaders'
                       ],
          'NavBarName' => 'Ticket',
          'Description' => 'Overview of all open tickets',
          'Title' => 'Status View',
          'Group' => [
                       'SuperAdmin',
                       'admin'
                     ]
        };
Don't just add this into the config.pm.. You can find it in  
sysconfig..
Somewhere I cant remember :)
If I must I can locate it again but I encourage new admins to rummage
through the 2500 or so configuration/customization options available.
Can you let the list know if that works out for your needs?
-Andy
On 11/7/07 1:24 PM, "Jo Rhett"  wrote:
...
If it was better implemented then yeah, Andy, I would agree with
you.  But the locking system in OTRS doesn't distinguish between "I'm
busy working on this" and "I just stuck a note on it then left for
lunch".
If I want to lock a ticket I'm working on, you're right the system
should allow that.  But OTRS requiring a lock to even stick a note on
a ticket is absurd.
On Oct 31, 2007, at 9:52 AM, Andy Lubel wrote:
...
These aren't "stupid" alternatives, more like warnings/caveats from
real
world implementations.
"DANGER WILL ROBINSON"
The implications of disabling what some of us consider to be a core
functionality of a multi-user helpdesk system should be presented.
"Fools learn from their own mistakes while the Wise Men learn  
from the
mistakes of the Fool"
Good luck in whatever choice you make,
Andy
On 10/31/07 8:36 AM, "Mujtaba Karim"  wrote:
...
Guys leave it if you cant do it then don't suggest stupid  
alternates
The guy clearly said he needs to disable the lock system
Here is how
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 issues
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
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Today's Topics:
1.  Let OTRS mail external notify (henry@gamerzday.nl)
   2. Re:  Remove lock option from tickets (Andy Lubel)
   3. Re:  RE: what is the best linux distro in my situation?
      (kerneljack)
------------------------------------------------------------------- 
--
-
Message: 1
Date: Tue, 30 Oct 2007 14:50:34 +0100
From: henry@gamerzday.nl
Subject: [otrs] Let OTRS mail external notify
To: otrs@otrs.org
Message-ID: <20071030135034.6c09e171@gamerzday.nl>
Content-Type: text/plain; charset="us-ascii"
Hi,
Is it posible to let OTRS mail a customer when a external note is
made?
--
Henry,