My company recently switched from Work Request (WReq) to OTRS for our Tier 2 and Tier 3 trouble report/ticketing system and since then there have been several requests for features that either OTRS doesn't offer or that I cannot find a way to enable. The number one request is for a display element in the agent's QueueView and QueueViewLite pages to show when a ticket was last changed (by Note, Email, Owner, TicketFree Text, anything). I have spent hours pouring over the .dtl files and the .pm files looking for either an %Env or %Data key/value pair to match the value of the change_time column of the ticket DB (I forget which table). The closest I found was for $Data{"Changed"} which shows the date/time of the last external email update of the ticket, but that is already integrated into the AgentTicketQueueView[Lite].dtl files. Here is why: We have six teams who each have their own queues in OTRS (some teams have several queues) with some queue sizes consistently in excess of 100 tickets. With WReq we were able to maintain a maximum ticket response time of 1-4 hours because it was easy to tell when a ticket was last updated as the ticket change time (called "Acted On" in Wreq) was part of the ticket list (i.e. QueueViewLite). We have been able to emulate a less efficient approach with OTRS by using meaningful ticket states but still have to Zoom in on tickets to see when it was last updated by any method other than an external email. This second-most frequent request is of less consequence but I include it here because of the number of times I've been asked about it. Signatures. Our agents would like to have signatures be an agent-specific option rather than a queue-specific one. I'm sure this would be easy enough to implement but I have neither the time nor the Perl prowess to make it a reality (if I did, I would have posted the .diff to the developer's list). Why, you may ask? Why not? As I said, it is of lesser consequence but a rather high-volume request made to me nonetheless; therefore, I put it to you, the OTRS community. Thank you in advance, Colby Williams SysOp Engineer IKANO Communications, Inc. http://www.ikano.com/
Hello Colby, I thinks the first request is more than "a must". As you said in order to get that 1-4 hours response we need to know when the ticked was changed, so you have my vote too. Daniel Sunday, October 30, 2005, 10:00:24 PM, you wrote: Colby> My company recently switched from Work Request (WReq) to OTRS for our Tier 2 Colby> and Tier 3 trouble report/ticketing system and since then there have been Colby> several requests for features that either OTRS doesn't offer or that I Colby> cannot find a way to enable. Colby> Colby> The number one request is for a display element in the agent's QueueView and Colby> QueueViewLite pages to show when a ticket was last changed (by Note, Email, Colby> Owner, TicketFree Text, anything). I have spent hours pouring over the .dtl Colby> files and the .pm files looking for either an %Env or %Data key/value pair Colby> to match the value of the change_time column of the ticket DB (I forget Colby> which table). The closest I found was for $Data{"Changed"} which shows the Colby> date/time of the last external email update of the ticket, but that is Colby> already integrated into the AgentTicketQueueView[Lite].dtl files. Colby> Colby> Here is why: We have six teams who each have their own queues in OTRS (some Colby> teams have several queues) with some queue sizes consistently in excess of Colby> 100 tickets. With WReq we were able to maintain a maximum ticket response Colby> time of 1-4 hours because it was easy to tell when a ticket was last updated Colby> as the ticket change time (called "Acted On" in Wreq) was part of the ticket Colby> list (i.e. QueueViewLite). We have been able to emulate a less efficient Colby> approach with OTRS by using meaningful ticket states but still have to Zoom Colby> in on tickets to see when it was last updated by any method other than an Colby> external email. Colby> Colby> This second-most frequent request is of less consequence but I include it Colby> here because of the number of times I've been asked about it. Colby> Colby> Signatures. Our agents would like to have signatures be an agent-specific Colby> option rather than a queue-specific one. I'm sure this would be easy enough Colby> to implement but I have neither the time nor the Perl prowess to make it a Colby> reality (if I did, I would have posted the .diff to the developer's list). Colby> Colby> Why, you may ask? Why not? As I said, it is of lesser consequence but a Colby> rather high-volume request made to me nonetheless; therefore, I put it to Colby> you, the OTRS community. Colby> Colby> Colby> Thank you in advance, Colby> Colby> Colby Williams Colby> SysOp Engineer Colby> IKANO Communications, Inc. Colby> http://www.ikano.com/ -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/
I second the opinion below -- my team has also frequently mentioned they would prefer individual sigs. Colby> Signatures. Our agents would like to have signatures be an agent-specific Colby> option rather than a queue-specific one. I'm sure this would be easy enough Colby> to implement but I have neither the time nor the Perl prowess to make it a Colby> reality (if I did, I would have posted the .diff to the developer's list). Colby> Colby> Why, you may ask? Why not? As I said, it is of lesser consequence but a Colby> rather high-volume request made to me nonetheless; therefore, I put it to Colby> you, the OTRS community. Daniel Balan wrote:
Hello Colby,
I thinks the first request is more than "a must". As you said in order to get that 1-4 hours response we need to know when the ticked was changed, so you have my vote too.
Daniel
Sunday, October 30, 2005, 10:00:24 PM, you wrote:
Colby> My company recently switched from Work Request (WReq) to OTRS for our Tier 2 Colby> and Tier 3 trouble report/ticketing system and since then there have been Colby> several requests for features that either OTRS doesn't offer or that I Colby> cannot find a way to enable. Colby> Colby> The number one request is for a display element in the agent's QueueView and Colby> QueueViewLite pages to show when a ticket was last changed (by Note, Email, Colby> Owner, TicketFree Text, anything). I have spent hours pouring over the .dtl Colby> files and the .pm files looking for either an %Env or %Data key/value pair Colby> to match the value of the change_time column of the ticket DB (I forget Colby> which table). The closest I found was for $Data{"Changed"} which shows the Colby> date/time of the last external email update of the ticket, but that is Colby> already integrated into the AgentTicketQueueView[Lite].dtl files. Colby> Colby> Here is why: We have six teams who each have their own queues in OTRS (some Colby> teams have several queues) with some queue sizes consistently in excess of Colby> 100 tickets. With WReq we were able to maintain a maximum ticket response Colby> time of 1-4 hours because it was easy to tell when a ticket was last updated Colby> as the ticket change time (called "Acted On" in Wreq) was part of the ticket Colby> list (i.e. QueueViewLite). We have been able to emulate a less efficient Colby> approach with OTRS by using meaningful ticket states but still have to Zoom Colby> in on tickets to see when it was last updated by any method other than an Colby> external email. Colby> Colby> This second-most frequent request is of less consequence but I include it Colby> here because of the number of times I've been asked about it. Colby> Colby> Signatures. Our agents would like to have signatures be an agent-specific Colby> option rather than a queue-specific one. I'm sure this would be easy enough Colby> to implement but I have neither the time nor the Perl prowess to make it a Colby> reality (if I did, I would have posted the .diff to the developer's list). Colby> Colby> Why, you may ask? Why not? As I said, it is of lesser consequence but a Colby> rather high-volume request made to me nonetheless; therefore, I put it to Colby> you, the OTRS community. Colby> Colby> Colby> Thank you in advance, Colby> Colby> Colby Williams Colby> SysOp Engineer Colby> IKANO Communications, Inc. Colby> http://www.ikano.com/
Hi Colby, Regarding signatures. I created agent specific signatures within OTRS and, as we are an international company, the signatures also varied depending on the continent in which our customer is based (contact details etc.). If you are interested in this I can provide you with a patch to allow OTRS to create agent specific signatures. Please let me know it you're interested. Regards, Graeme Colby W. wrote:
My company recently switched from Work Request (WReq) to OTRS for our Tier 2 and Tier 3 trouble report/ticketing system and since then there have been several requests for features that either OTRS doesn't offer or that I cannot find a way to enable.
The number one request is for a display element in the agent's QueueView and QueueViewLite pages to show when a ticket was last changed (by Note, Email, Owner, TicketFree Text, anything). I have spent hours pouring over the .dtl files and the .pm files looking for either an %Env or %Data key/value pair to match the value of the change_time column of the ticket DB (I forget which table). The closest I found was for $Data{"Changed"} which shows the date/time of the last external email update of the ticket, but that is already integrated into the AgentTicketQueueView[Lite].dtl files.
Here is why: We have six teams who each have their own queues in OTRS (some teams have several queues) with some queue sizes consistently in excess of 100 tickets. With WReq we were able to maintain a maximum ticket response time of 1-4 hours because it was easy to tell when a ticket was last updated as the ticket change time (called "Acted On" in Wreq) was part of the ticket list (i.e. QueueViewLite). We have been able to emulate a less efficient approach with OTRS by using meaningful ticket states but still have to Zoom in on tickets to see when it was last updated by any method other than an external email.
This second-most frequent request is of less consequence but I include it here because of the number of times I've been asked about it.
Signatures. Our agents would like to have signatures be an agent-specific option rather than a queue-specific one. I'm sure this would be easy enough to implement but I have neither the time nor the Perl prowess to make it a reality (if I did, I would have posted the .diff to the developer's list).
Why, you may ask? Why not? As I said, it is of lesser consequence but a rather high-volume request made to me nonetheless; therefore, I put it to you, the OTRS community.
Thank you in advance,
Colby Williams SysOp Engineer IKANO Communications, Inc. http://www.ikano.com/
------------------------------------------------------------------------
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Sure Graeme, can you sent it to us? Thanks, Daniel Tuesday, November 1, 2005, 10:49:00 AM, you wrote: Graeme> Hi Colby, Graeme> Regarding signatures. Graeme> I created agent specific signatures within OTRS and, as we Graeme> are an international company, the signatures also varied Graeme> depending on the continent in which our customer is based (contact details etc.). Graeme> If you are interested in this I can provide you with a patch Graeme> to allow OTRS to create agent specific signatures. Please Graeme> let me know it you're interested. Graeme> Regards, Graeme> Graeme Graeme> Colby W. wrote:
My company recently switched from Work Request (WReq) to OTRS for our Tier 2 and Tier 3 trouble report/ticketing system and since then there have been several requests for features that either OTRS doesn't offer or that I cannot find a way to enable.
The number one request is for a display element in the agent's QueueView and QueueViewLite pages to show when a ticket was last changed (by Note, Email, Owner, TicketFree Text, anything). I have spent hours pouring over the .dtl files and the .pm files looking for either an %Env or %Data key/value pair to match the value of the change_time column of the ticket DB (I forget which table). The closest I found was for $Data{"Changed"} which shows the date/time of the last external email update of the ticket, but that is already integrated into the AgentTicketQueueView[Lite].dtl files.
Here is why: We have six teams who each have their own queues in OTRS (some teams have several queues) with some queue sizes consistently in excess of 100 tickets. With WReq we were able to maintain a maximum ticket response time of 1-4 hours because it was easy to tell when a ticket was last updated as the ticket change time (called "Acted On" in Wreq) was part of the ticket list (i.e. QueueViewLite). We have been able to emulate a less efficient approach with OTRS by using meaningful ticket states but still have to Zoom in on tickets to see when it was last updated by any method other than an external email.
This second-most frequent request is of less consequence but I include it here because of the number of times I've been asked about it.
Signatures. Our agents would like to have signatures be an agent-specific option rather than a queue-specific one. I'm sure this would be easy enough to implement but I have neither the time nor the Perl prowess to make it a reality (if I did, I would have posted the .diff to the developer's list).
Why, you may ask? Why not? As I said, it is of lesser consequence but a rather high-volume request made to me nonetheless; therefore, I put it to you, the OTRS community.
Thank you in advance,
Colby Williams SysOp Engineer IKANO Communications, Inc. http://www.ikano.com/
------------------------------------------------------------------------
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Graeme> -- Graeme> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Graeme> NOTICE: This email message is for the sole use of the intended Graeme> recipient(s) and may contain confidential and privileged information. Graeme> Any unauthorized review, use, disclosure or distribution is prohibited. Graeme> If you are not the intended recipient, please contact the sender by Graeme> reply email and destroy all copies of the original message. Graeme> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Graeme> _______________________________________________ Graeme> OTRS mailing list: otrs - Webpage: http://otrs.org/ Graeme> Archive: http://lists.otrs.org/pipermail/otrs Graeme> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Graeme> Support oder Consulting für Ihr OTRS System? Graeme> http://www.otrs.de/ Graeme> -- Graeme> This message was scanned for spam and viruses by BitDefender. Graeme> For more information please visit http://www.bitdefender.com/ -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/
I would love a copy of your patch. Graeme Brough wrote:
Hi Colby,
Regarding signatures.
I created agent specific signatures within OTRS and, as we are an international company, the signatures also varied depending on the continent in which our customer is based (contact details etc.).
If you are interested in this I can provide you with a patch to allow OTRS to create agent specific signatures. Please let me know it you're interested.
Regards,
Graeme
Colby W. wrote:
My company recently switched from Work Request (WReq) to OTRS for our Tier 2 and Tier 3 trouble report/ticketing system and since then there have been several requests for features that either OTRS doesn't offer or that I cannot find a way to enable.
The number one request is for a display element in the agent's QueueView and QueueViewLite pages to show when a ticket was last changed (by Note, Email, Owner, TicketFree Text, anything). I have spent hours pouring over the .dtl files and the .pm files looking for either an %Env or %Data key/value pair to match the value of the change_time column of the ticket DB (I forget which table). The closest I found was for $Data{"Changed"} which shows the date/time of the last external email update of the ticket, but that is already integrated into the AgentTicketQueueView[Lite].dtl files.
Here is why: We have six teams who each have their own queues in OTRS (some teams have several queues) with some queue sizes consistently in excess of 100 tickets. With WReq we were able to maintain a maximum ticket response time of 1-4 hours because it was easy to tell when a ticket was last updated as the ticket change time (called "Acted On" in Wreq) was part of the ticket list (i.e. QueueViewLite). We have been able to emulate a less efficient approach with OTRS by using meaningful ticket states but still have to Zoom in on tickets to see when it was last updated by any method other than an external email.
This second-most frequent request is of less consequence but I include it here because of the number of times I've been asked about it.
Signatures. Our agents would like to have signatures be an agent-specific option rather than a queue-specific one. I'm sure this would be easy enough to implement but I have neither the time nor the Perl prowess to make it a reality (if I did, I would have posted the .diff to the developer's list).
Why, you may ask? Why not? As I said, it is of lesser consequence but a rather high-volume request made to me nonetheless; therefore, I put it to you, the OTRS community.
Thank you in advance,
Colby Williams SysOp Engineer IKANO Communications, Inc. http://www.ikano.com/
------------------------------------------------------------------------
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Colby W. wrote:
My company recently switched from Work Request (WReq) to OTRS for our Tier 2 and Tier 3 trouble report/ticketing system and since then there have been several requests for features that either OTRS doesn't offer or that I cannot find a way to enable.
The number one request is for a display element in the agent's QueueView and QueueViewLite pages to show when a ticket was last changed (by Note, Email, Owner, TicketFree Text, anything). I have spent hours pouring over the .dtl files and the .pm files looking for either an %Env or %Data key/value pair to match the value of the change_time column of the ticket DB (I forget which table). The closest I found was for $Data{"Changed"} which shows the date/time of the last external email update of the ticket, but that is already integrated into the AgentTicketQueueView[Lite].dtl files.
Here is why: We have six teams who each have their own queues in OTRS (some teams have several queues) with some queue sizes consistently in excess of 100 tickets. With WReq we were able to maintain a maximum ticket response time of 1-4 hours because it was easy to tell when a ticket was last updated as the ticket change time (called "Acted On" in Wreq) was part of the ticket list (i.e. QueueViewLite). We have been able to emulate a less efficient approach with OTRS by using meaningful ticket states but still have to Zoom in on tickets to see when it was last updated by any method other than an external email.
This second-most frequent request is of less consequence but I include it here because of the number of times I've been asked about it.
Signatures. Our agents would like to have signatures be an agent-specific option rather than a queue-specific one. I'm sure this would be easy enough to implement but I have neither the time nor the Perl prowess to make it a reality (if I did, I would have posted the .diff to the developer's list).
Why, you may ask? Why not? As I said, it is of lesser consequence but a rather high-volume request made to me nonetheless; therefore, I put it to you, the OTRS community.
Thank you in advance,
Colby Williams SysOp Engineer IKANO Communications, Inc. http://www.ikano.com/
------------------------------------------------------------------------
_______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ Hi Colby,
so as you're asking for features the OTRS Standard product doesn't support we would love to realize those features for you. If you want us to do that, please contact us at sales@otrs.com with a detailled description of your requirements. :-) P.s. OTRs.com is the commercial part behinds the OTRS.org. :-) Have a nice day. Christopher Kuhn -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!
hi all, I try to use OTRS with LDAP backend . I can connect by the agent interface (index.pl) but with the customer interface i have a message telling me that i put a bad password . When i verify in the syslog file i can see that OTRS still use the [Kernel::System::CustomerAuth::DB::Auth] white customers. why? any idea?? ___________________________________________________________________________ Appel audio GRATUIT partout dans le monde avec le nouveau Yahoo! Messenger Téléchargez cette version sur http://fr.messenger.yahoo.com
participants (6)
-
Christopher Kuhn -
Colby W. -
Daniel Balan -
Graeme Brough -
Matt Linton -
Omar KELDI