RE: [otrs] Subqueues hiding tickets :-(
Once you find the tickets, click history. More then likely you will find that the ticket has been locked, and is sitting in your Locked queue. This would also explain why you don't see the sub queues, because there is nothing in them. Erik Mathis AIU Dunwoody Network Administrator
-----Original Message----- From: Daniel Seifert [mailto:dseifert@79bmedia.de] Sent: Monday, August 18, 2003 7:51 AM To: otrs@otrs.org Subject: [otrs] Subqueues hiding tickets :-(
Hi,
I have created the queues A and B. A has sub-queues A1, A2, A3 and B has B1, B2, B3. When a new ticket arrives and I move it to A1, the queue view correctly lists that A has a new ticket, but when I click on A I neither get A1 listed nor the ticket. The only way I can get hold of the ticket is by listing all open tickets in the tool section and looking for this one.
As we started OTRS for our support system this morning, I'm not sure whether to turn it off now until this problem has been solved. I'm using OTRS 1.1.3. Thanks in advance for a quick reply.
With best regards / Mit freundlichen Grüßen
Daniel Seifert _______________________________________________ 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
All: I am relatively new to OTRS and have been looking for a way to merge tickets (or in our terminology attach one ticket to another). This has been a show stopper for us in our consideration of OTRS. Well, there seems to be a relatively simple means of doing so. Since I have seen a number of postings referring to this, I am sending the process. 1.) Grab the Ticket hook and number of the ticket you are attaching to 2.) Enter the Zoom view of the new ticket or article . 3.) Enter the Forward option 4.) Enter your to address as the TO address 5.) Replace the ticket hook & number with that in #1 6.) close/move the ticket you forwarded the message from (or whatever you want to do with it) The only problem I see with this is that forwarded HTML text is not rendered correctly (i.e. seen as text). This may be due to my mailer or my inexperience. While this seems like many of steps, it is fairly simple in practice. From my point of view, it is only one or two additional (but small) steps from what we have currently. Maybe some of you have done this already and/or have a better work around. If you do, please add to this thread. Regards, Michael Witkowski
Am Die, 2003-08-19 um 15.04 schrieb Erik Mathis - ATL Dunwoody Staff: Hi,
Once you find the tickets, click history. More then likely you will find that the ticket has been locked, and is sitting in your Locked queue. This would also explain why you don't see the sub queues, because there is nothing in them.
I didn't lock it. Also, if all tickets of a queue are locked, the queue view does not show the queue name at all. For testing, I sent a new ticket to our system. It was automatically queued in queue A1 (subqueue of queue A). In the queue view, the parent queue A was listed as having (1) ticket. Clicking on the parent queue A did not make the subqueue A1 visible nor did it show the ticket. The new ticket is only visible by going to Tools -> show all open tickets. New tickets sorted into the top-level queues are displayed just fine, only tickets in sub-queues are lost for the usual approach. If required I can send screenshots. Can anybody from the OTRS team comment this? Or shall I just file a bug? -- Mit freundlichen Gruessen / With best regards Daniel Seifert 79bmedia GmbH * Chausseestr. 1 10115 Berlin * Germany * Tel. +49 (0)178 8775642
Did you check on the second line? I know I didn't notice for a little while that a subqueue actually appears on the second line, not on the main queue line. It would look something like... Queues: PersonalQueue (0) - A (1) - B (5) A1 (1) Rather than... Queues: PersonalQueue (0) - A (1) - A1 (1) - B (5) I hope this helps. -- Chris Salter -----Original Message----- From: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org]On Behalf Of Daniel Seifert Sent: August 19, 2003 10:04 AM To: otrs@otrs.org Subject: RE: [otrs] Subqueues hiding tickets :-( Am Die, 2003-08-19 um 15.04 schrieb Erik Mathis - ATL Dunwoody Staff: Hi,
Once you find the tickets, click history. More then likely you will find that the ticket has been locked, and is sitting in your Locked queue. This would also explain why you don't see the sub queues, because there is nothing in them.
I didn't lock it. Also, if all tickets of a queue are locked, the queue view does not show the queue name at all. For testing, I sent a new ticket to our system. It was automatically queued in queue A1 (subqueue of queue A). In the queue view, the parent queue A was listed as having (1) ticket. Clicking on the parent queue A did not make the subqueue A1 visible nor did it show the ticket. The new ticket is only visible by going to Tools -> show all open tickets. New tickets sorted into the top-level queues are displayed just fine, only tickets in sub-queues are lost for the usual approach. If required I can send screenshots. Can anybody from the OTRS team comment this? Or shall I just file a bug? -- Mit freundlichen Gruessen / With best regards Daniel Seifert 79bmedia GmbH * Chausseestr. 1 10115 Berlin * Germany * Tel. +49 (0)178 8775642 _______________________________________________ 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
Am Die, 2003-08-19 um 16.14 schrieb Chris Salter: Hi,
Did you check on the second line? I know I didn't notice for a little while that a subqueue actually appears on the second line, not on the main queue line. It would look something like...
Queues: PersonalQueue (0) - A (1) - B (5) A1 (1)
Rather than...
Queues: PersonalQueue (0) - A (1) - A1 (1) - B (5)
I am aware of that, but there's no second line. I even checked the HTML code :( But I just noticed something else which might shed more light on this, will post a mail about this in a few minutes. -- Mit freundlichen Gruessen / With best regards Daniel Seifert 79bmedia GmbH * Chausseestr. 1 10115 Berlin * Germany * Tel. +49 (0)178 8775642
Am Die, 2003-08-19 um 16.04 schrieb Daniel Seifert: Hi,
For testing, I sent a new ticket to our system. It was automatically queued in queue A1 (subqueue of queue A). In the queue view, the parent queue A was listed as having (1) ticket. Clicking on the parent queue A did not make the subqueue A1 visible nor did it show the ticket. The new ticket is only visible by going to Tools -> show all open tickets.
Hmm, some more observations: 1. I created a new queue called test and a subqueue test1. Sorting an open ticket in there worked fine. (test is showed as having an open ticket, clicking on test in the queue view gives me a second line with subqueue test1, clicking on test1 gives me the ticket). 2. I changed the queue 'test' to be called test0. Everything still fine. 3. I changed the queue 'test0' to be called 'test0 (dt)'. It still has the subqueue test1 but in the queue view the subqueue and ticket is no longer shown. 4. I changed 'test0 (dt)' to 'test0 dt'. Subqueue test1 has vanished, in the queue view I still have 'test0 (dt)' with one open ticket listed. The question in test1 has been moved to junk by the system. This means I now have a ghost queue 'test0 (dt)' which is not listed in the admin->queue interface anymore. 5. Renamed 'test0 dt' to 'test0' and created new queue 'test1' as subqueue of 'test0'. Moved test ticket from junk back to 'test1' 6. Renamed 'test0' to 'test0 en'. Subqueue test1 is still there, clicking on 'test0 en' in the queue view lists 'test1' and subsequently the ticket. Everything ok. 7. Renaming 'test0 en' to 'test00'. Everything still okay. 8. Renaming 'test00' to 'test(en)'. Subqueue still exists but same problem as described above (quote and #3) Looks to me like names of queues must not have parentheses. As I didn't actually have queues A, A1 etc, but rather "Support (dt)" and "Support (en)" with subqueues for different products, this would explain the problem. As there are quite a few subqueues, I'm reluctant to have them all deleted and to configure them again from scratch :-( Is there any way of renaming the queues to not contain the parentheses without having all subqueues as ghosts and all tickets moved to junk? -- Mit freundlichen Gruessen / With best regards Daniel Seifert 79bmedia GmbH * Chausseestr. 1 10115 Berlin * Germany * Tel. +49 (0)178 8775642
Am Die, 2003-08-19 um 16.38 schrieb Daniel Seifert: Hi, [queue names must not contain parentheses]
As there are quite a few subqueues, I'm reluctant to have them all deleted and to configure them again from scratch :-( Is there any way of renaming the queues to not contain the parentheses without having all subqueues as ghosts and all tickets moved to junk?
I tried my luck with phpmyadmin and renaming the queues in the queues table, and it (luckily) worked. I hope there will be a bugfix soon, though. -- Mit freundlichen Gruessen / With best regards Daniel Seifert 79bmedia GmbH * Chausseestr. 1 10115 Berlin * Germany * Tel. +49 (0)178 8775642
participants (4)
-
Chris Salter -
Daniel Seifert -
Erik Mathis - ATL Dunwoody Staff -
Mike Witkowski