Hi I've added the following to the queueview.dtl to give a link to show all closed tickets for the agent's authorised queues. Thus reducing the need for agents to use utilities: $Text{"show my "}: <a href="/otrs/index.pl?Action=AgentStatusView&Type=Closed" onmouseover="window.status='All closed tickets'; return true;" onmouseout="window.status='';">closed tickets</a>. What would be a really nice feature would be to merge tickets. We have some customers who for whatever reason don't use the reply to button. How easy do you think it would be to add this type of functionality? Also, can you explain how the sub-lists will work apart from the creation of. There doesn't appear to be a tree or heirarchical view of queues once created. Thanks Philippa -----Original Message----- From: otrs-request@otrs.org [mailto:otrs-request@otrs.org] Sent: 03 March 2003 11:00 To: otrs@otrs.org Subject: otrs digest, Vol 1 #217 - 4 msgs Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request@otrs.org You can reach the person managing the list at otrs-admin@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. AW: [otrs] few questions (Robert Kehl) 2. Re: Feature request (Martin Edenhofer) 3. Re: Queue view question (Martin Edenhofer) 4. Re: Feature request (Martin Edenhofer) --__--__-- Message: 1 From: "Robert Kehl" To: Subject: AW: [otrs] few questions Date: Sun, 2 Mar 2003 19:33:21 +0100 Reply-To: otrs@otrs.org

-----Ursprüngliche Nachricht----- Von: Strange, PJ (Philippa) Gesendet: Dienstag, 25. Februar 2003 16:36

Is it possible to 2/ have a link in agentview to see all closed tickets?

It's now included in CVS. Details: Update these to given version no. (by the time of this writing) /Kernel/Modules/AgentStatusView.pm 1.7 /Kernel/Output/HTML/Lite/AgentUtilTicketStatus.dtl 1.5 /Kernel/Output/HTML/Lite/AgentStatusView.dtl 1.7 And, if you want and need to: /Kernel/Language/de.pm 1.16 Regards, Robert --__--__-- Message: 2 Date: Mon, 3 Mar 2003 08:14:36 +0100 From: Martin Edenhofer To: otrs@otrs.org Subject: Re: [otrs] Feature request Reply-To: otrs@otrs.org Hi Jake, On Wed, Feb 26, 2003 at 12:49:04PM -0500, Covert, Jake wrote:

1) Phone number field for the customers and a way to make this field mandatory.

OTRS 1.1 comes with a lot of this features (also partially OTRS 1.0). I will write a chapter for the online doc for the different customer backends (DB and LDAP exists) and how to configure the backend in detail.

Jake Covert

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson --__--__-- Message: 3 Date: Mon, 3 Mar 2003 08:17:55 +0100 From: Martin Edenhofer To: otrs@otrs.org Subject: Re: [otrs] Queue view question Reply-To: otrs@otrs.org Hi Jake, On Thu, Feb 27, 2003 at 10:02:02AM -0500, Covert, Jake wrote:

How can I see all of the tickets are in a given queue, even if I don't own them all. I have queue "Computer Lab", with 10 tickets. 3 are assigned to one tech, 4 to another and the rest to a third technician.

If I click on [queue view] I only see the 'New' ones. I'd like to see all open tickets though based by queue.

Use the "Ticket Status" for this. Utilities -=> Ticket Status (sort by queue).

----- Jake Covert

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier --__--__-- Message: 4 Date: Mon, 3 Mar 2003 08:19:19 +0100 From: Martin Edenhofer To: otrs@otrs.org Subject: Re: [otrs] Feature request Reply-To: otrs@otrs.org Hi Jake, On Thu, Feb 27, 2003 at 03:26:11PM -0500, Covert, Jake wrote:

1) Add / Enable a customer preference that allows them to only see their open tickets in the 'My Tickets' view.

You are not the first one with this feature request. So I added this feature the the CVS (1.1 tree).

Jake Covert

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 195 Tage bis zum Gäubodenvolksfest! ;-) --__--__-- _______________________________________________ otrs mailing list otrs@otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest