How to set default Ticket Owner
Hi, Anyone know how can I set the default ticket owner foreach queue? Thanks, Camilo Vieira * Coordenador de Infra-estrutura de redes Navita http://www.navita.com.br/ * Portais http://www.navitaportal.com/ e BlackBerry http://www.blackberrycorporativo.com.br/ * 55 11 3055-2001
Hi, Does anyone know how can I set the default ticket owner foreach queue? Thanks, Camilo Vieira * Coordenador de Infra-estrutura de redes Navita http://www.navita.com.br/ * Portais http://www.navitaportal.com/ e BlackBerry http://www.blackberrycorporativo.com.br/ * 55 11 3055-2001
Though I don't see any reason to do so (check the my queue function on that account), you could do so by adding a PostmasterFilter setting accordingly. But really, check if that makes sense at all. What about an agent being on holidays or such? The purpose of a queue is to provide a multi-access 'mailbox' kinda thing - if you set the owner it's the same as having a private mail. Cheers Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Camilo Vieira Gesendet: Dienstag, 27. Januar 2009 15:23 An: User questions and discussions about OTRS. Betreff: [otrs] RES: How to set default Ticket Owner Hi, Does anyone know how can I set the default ticket owner foreach queue? Thanks, Camilo Vieira * Coordenador de Infra-estrutura de redes Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001
Daniel, I mistyped the meaning of the question. I need to know the follow scenario: someone open a ticket, it goes straight to the default owner. After the owner analyses, he find out one of the agents (I have already listed the agents) will be responsible for the ticket resolution and want to delegate the "TicketResponsible" feature, without changing the owner. Just to clarify, I have a ticket's owner (project manager) who is supposed to delegate the ticket responsibility to one of my agents (such as departments), but he must always be the owner and be able to follow up and close the case since the manager is the tip down to talk to the client. Can you help me, please? Thanks in advance. Camilo Vieira * Coordenador de Infra-estrutura de redes Navita http://www.navita.com.br/ * Portais http://www.navitaportal.com/ e BlackBerry http://www.blackberrycorporativo.com.br/ * 55 11 3055-2001 De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Em nome de Obee, Daniel Enviada em: terça-feira, 27 de janeiro de 2009 13:04 Para: User questions and discussions about OTRS. Assunto: Re: [otrs] RES: How to set default Ticket Owner Though I don't see any reason to do so (check the my queue function on that account), you could do so by adding a PostmasterFilter setting accordingly. But really, check if that makes sense at all. What about an agent being on holidays or such? The purpose of a queue is to provide a multi-access 'mailbox' kinda thing - if you set the owner it's the same as having a private mail. Cheers Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Camilo Vieira Gesendet: Dienstag, 27. Januar 2009 15:23 An: User questions and discussions about OTRS. Betreff: [otrs] RES: How to set default Ticket Owner Hi, Does anyone know how can I set the default ticket owner foreach queue? Thanks, Camilo Vieira * Coordenador de Infra-estrutura de redes Navita http://www.navita.com.br/ * Portais http://www.navitaportal.com/ e BlackBerry http://www.blackberrycorporativo.com.br/ * 55 11 3055-2001
Sounds to me as if you mixed up responsible (should be your project manager as the guy in charge) and owner (the agent who actually works the ticket), but since I don't work with responsibilities (in OTRS that is) I'm not sure. You can set the owner by using the User-Agent attribute in a PostmasterFilter (at least I think so, since I couldn't find anything about the attribute that fast) Greets DAniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Camilo Vieira Gesendet: Dienstag, 27. Januar 2009 17:09 An: User questions and discussions about OTRS. Betreff: [otrs] RES: RES: How to set default Ticket Owner Daniel, I mistyped the meaning of the question. I need to know the follow scenario: someone open a ticket, it goes straight to the default owner. After the owner analyses, he find out one of the agents (I have already listed the agents) will be responsible for the ticket resolution and want to delegate the "TicketResponsible" feature, without changing the owner. Just to clarify, I have a ticket's owner (project manager) who is supposed to delegate the ticket responsibility to one of my agents (such as departments), but he must always be the owner and be able to follow up and close the case since the manager is the tip down to talk to the client. Can you help me, please? Thanks in advance. Camilo Vieira * Coordenador de Infra-estrutura de redes Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001 De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Em nome de Obee, Daniel Enviada em: terça-feira, 27 de janeiro de 2009 13:04 Para: User questions and discussions about OTRS. Assunto: Re: [otrs] RES: How to set default Ticket Owner Though I don't see any reason to do so (check the my queue function on that account), you could do so by adding a PostmasterFilter setting accordingly. But really, check if that makes sense at all. What about an agent being on holidays or such? The purpose of a queue is to provide a multi-access 'mailbox' kinda thing - if you set the owner it's the same as having a private mail. Cheers Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Camilo Vieira Gesendet: Dienstag, 27. Januar 2009 15:23 An: User questions and discussions about OTRS. Betreff: [otrs] RES: How to set default Ticket Owner Hi, Does anyone know how can I set the default ticket owner foreach queue? Thanks, Camilo Vieira * Coordenador de Infra-estrutura de redes Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001
Thank you. I'm trying to do this with ACLs. Camilo Vieira * Coordenador de Infra-estrutura de redes Navita http://www.navita.com.br/ * Portais http://www.navitaportal.com/ e BlackBerry http://www.blackberrycorporativo.com.br/ * 55 11 3055-2001 De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Em nome de Obee, Daniel Enviada em: terça-feira, 27 de janeiro de 2009 14:55 Para: User questions and discussions about OTRS. Assunto: Re: [otrs] RES: RES: How to set default Ticket Owner Sounds to me as if you mixed up responsible (should be your project manager as the guy in charge) and owner (the agent who actually works the ticket), but since I don't work with responsibilities (in OTRS that is) I'm not sure. You can set the owner by using the User-Agent attribute in a PostmasterFilter (at least I think so, since I couldn't find anything about the attribute that fast) Greets DAniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Camilo Vieira Gesendet: Dienstag, 27. Januar 2009 17:09 An: User questions and discussions about OTRS. Betreff: [otrs] RES: RES: How to set default Ticket Owner Daniel, I mistyped the meaning of the question. I need to know the follow scenario: someone open a ticket, it goes straight to the default owner. After the owner analyses, he find out one of the agents (I have already listed the agents) will be responsible for the ticket resolution and want to delegate the "TicketResponsible" feature, without changing the owner. Just to clarify, I have a ticket's owner (project manager) who is supposed to delegate the ticket responsibility to one of my agents (such as departments), but he must always be the owner and be able to follow up and close the case since the manager is the tip down to talk to the client. Can you help me, please? Thanks in advance. Camilo Vieira * Coordenador de Infra-estrutura de redes Navita http://www.navita.com.br/ * Portais http://www.navitaportal.com/ e BlackBerry http://www.blackberrycorporativo.com.br/ * 55 11 3055-2001 De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Em nome de Obee, Daniel Enviada em: terça-feira, 27 de janeiro de 2009 13:04 Para: User questions and discussions about OTRS. Assunto: Re: [otrs] RES: How to set default Ticket Owner Though I don't see any reason to do so (check the my queue function on that account), you could do so by adding a PostmasterFilter setting accordingly. But really, check if that makes sense at all. What about an agent being on holidays or such? The purpose of a queue is to provide a multi-access 'mailbox' kinda thing - if you set the owner it's the same as having a private mail. Cheers Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Camilo Vieira Gesendet: Dienstag, 27. Januar 2009 15:23 An: User questions and discussions about OTRS. Betreff: [otrs] RES: How to set default Ticket Owner Hi, Does anyone know how can I set the default ticket owner foreach queue? Thanks, Camilo Vieira * Coordenador de Infra-estrutura de redes Navita http://www.navita.com.br/ * Portais http://www.navitaportal.com/ e BlackBerry http://www.blackberrycorporativo.com.br/ * 55 11 3055-2001
I have 4 big divisions, all users from 4 country, they have responsibles of ticket creation, the question is, how can i show only the customers that are included in the same group of the agent, in the mail or phone creation of ticket, and no all customers registered in the system. thanks
I configured customers in groups and created roles for the agents. Camilo Vieira * Coordenador de Infra-estrutura de redes Navita http://www.navita.com.br/ * Portais http://www.navitaportal.com/ e BlackBerry http://www.blackberrycorporativo.com.br/ * 55 11 3055-2001 De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Em nome de Andrés Rothkegel Enviada em: terça-feira, 27 de janeiro de 2009 13:53 Para: 'User questions and discussions about OTRS.' Assunto: [otrs] Customer group problem I have 4 big divisions, all users from 4 country, they have responsibles of ticket creation, the question is, how can i show only the customers that are included in the same group of the agent, in the mail or phone creation of ticket, and no all customers registered in the system. thanks __________ Information from ESET NOD32 Antivirus, version of virus signature database 3791 (20090122) __________ The message was checked by ESET NOD32 Antivirus. http://www.eset.com
Even if i remove all customers form groups, and agents too, when i go to the ticket creation in the agents interface, I can see all the customers of the system. Atte. Andrés Rothkegel Nuñez Área Soporte TInet Soluciones Informáticas www.tinet.cl http://www.tinet.cl/ mailto:andres.rothkegel@tinet.cl andres.rothkegel@tinet.cl 032-2 99 8042 09-919 536 55 _____ De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Camilo Vieira Enviado el: Martes, 27 de Enero de 2009 15:15 Para: User questions and discussions about OTRS. Asunto: [otrs] RES: Customer group problem I configured customers in groups and created roles for the agents. Camilo Vieira Coordenador de Infra-estrutura de redes http://www.navita.com.br/ Navita http://www.navitaportal.com/ Portais e http://www.blackberrycorporativo.com.br/ BlackBerry 55 11 3055-2001 De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Em nome de Andrés Rothkegel Enviada em: terça-feira, 27 de janeiro de 2009 13:53 Para: 'User questions and discussions about OTRS.' Assunto: [otrs] Customer group problem I have 4 big divisions, all users from 4 country, they have responsibles of ticket creation, the question is, how can i show only the customers that are included in the same group of the agent, in the mail or phone creation of ticket, and no all customers registered in the system. thanks __________ Information from ESET NOD32 Antivirus, version of virus signature database 3791 (20090122) __________ The message was checked by ESET NOD32 Antivirus. http://www.eset.com __________ Information from ESET NOD32 Antivirus, version of virus signature database 3791 (20090122) __________ The message was checked by ESET NOD32 Antivirus. http://www.eset.com
participants (3)
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Andrés Rothkegel -
Camilo Vieira -
Obee, Daniel