Hello, I was wanting to know if there is a way to 'triage' a ticket so it would require a person (manager, supervisor, etc) to approve it before it is sent on to the agents? Thank you, Keith Meyer
Has anyone created a "closed tickets" section on the dashboard? Would be nice to have a quick place to see closed tickets for the day... Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Keith Meyer Sent: Wednesday, October 28, 2009 1:27 PM To: otrs@otrs.org Subject: [otrs] Triage a ticket Hello, I was wanting to know if there is a way to 'triage' a ticket so it would require a person (manager, supervisor, etc) to approve it before it is sent on to the agents? Thank you, Keith Meyer
I'm trying to move a ticket that is locked/owned by another agent. I have full control to the system, an admin. However, I can't move that locked ticket: Warning: Sorry, you need to be the owner to do this action! Any ideas as to how I can work around this? TIA Daniel ********************************************************************** This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email.
Set yourself as the owner of the ticket? James. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shue, Daniel G. Sent: Thursday, 29 October 2009 12:41 PM To: User questions and discussions about OTRS. Subject: [otrs] Move Tickets that are locked I'm trying to move a ticket that is locked/owned by another agent. I have full control to the system, an admin. However, I can't move that locked ticket: Warning: Sorry, you need to be the owner to do this action! Any ideas as to how I can work around this? TIA Daniel ________________________________ This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email.
using this function (framework->core)?
SwitchToUser:
Should the administrators be allowed, via the users administration panel, to
login as other users?
On Thu, Oct 29, 2009 at 6:40 AM, James Morgan
Set yourself as the owner of the ticket?
James.
*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Shue, Daniel G. *Sent:* Thursday, 29 October 2009 12:41 PM *To:* User questions and discussions about OTRS. *Subject:* [otrs] Move Tickets that are locked
I’m trying to move a ticket that is locked/owned by another agent. I have full control to the system, an admin. However, I can’t move that locked ticket:
Warning: Sorry, you need to be the owner to do this action!
Any ideas as to how I can work around this?
TIA
Daniel ------------------------------
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Thanks for the responses guys! I was looking for a way to leave the owner and the 'lock' with the agent, just move it from my queue, to their queue. The other agent locked the ticket while it was still part of my divisions queue. In other words, I don't want to have to take ownership to move it. Can this be done? Daniel From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Morgan Sent: Thursday, October 29, 2009 1:40 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Move Tickets that are locked Set yourself as the owner of the ticket? James. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shue, Daniel G. Sent: Thursday, 29 October 2009 12:41 PM To: User questions and discussions about OTRS. Subject: [otrs] Move Tickets that are locked I'm trying to move a ticket that is locked/owned by another agent. I have full control to the system, an admin. However, I can't move that locked ticket: Warning: Sorry, you need to be the owner to do this action! Any ideas as to how I can work around this? TIA Daniel ________________________________ This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email. ********************************************************************** This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email.
participants (5)
-
James Morgan -
Jason Dupuy -
Keith Meyer -
Marco Vannini -
Shue, Daniel G.