Hi, i think there should be "new" Link Types (but i don't get them) in order to link two existing Tickets that have some Context and should be handled equally (Notes, Closing etc) regards, ffe Marco Vannini schrieb:

Hi, I've find hard it too. As I can see you could set master and slave during a creation of a new ticket or with a generic agent job

On Tue, Oct 6, 2009 at 11:48 AM, Franz Esberger wrote:

...

Hi,

might be a simple questions but i simply don't get it:

Where to enable the Master/Slave Ticket Feature ?

Whenever i'm trying to link a Ticket i have only the Types "normal", "Parent" and "Child" available.

Any hints ?

cheers, ffe

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Master/Slave is a function that is installed from the package repository.

gaaa! just had to choose the right Mirror and hit Refresh, THANKS for that hint, maybe the Documentation could state that a _little_ more clearer - okay, now the package is installed i'm able to set NEWly created tickets to master, found no way to do that post creation? Moreover, when trying to link a ticket to such a master ticket, note's and closing events don't appear on the slave (ticket) - as we might have expected? So i cannot wait to see this thing in action in that video from you, so i might see what i've done wrong. regards, ffe Shawn Beasley schrieb:

Hi,

On 06.10.2009, at 13:34, Franz Esberger wrote:

...

Hi,

i think there should be "new" Link Types (but i don't get them) in order to link two existing Tickets that have some Context and should be handled equally (Notes, Closing etc)

The short is, you have to mark a ticket as master, then tickets can be linked to this master during creation or afterward. Sorry, so short :(

Hi, The feature video will be available on youtube today. On 08.10.2009, at 14:26, Adam Bator wrote:

I can see that you can also link ticket to a master in bulk action. Untortunetly it is imposible to set a ticket as a Master once it was created.

I am just testing the feature it would be good to have simple documentation or video so looking forward to it.

-- Shawn Beasley shawn@otrs.org Computers make work that one would not have without them go faster!

How do you get the "Free Fields" link in the Ticket Zoom window? Shawn Beasley wrote:

Hi,

http://www.youtube.com/watch?v=zkc_qTCSloo

Video is out

On 08.10.2009, at 17:16, Shawn Beasley wrote:

...

Hi,

The feature video will be available on youtube today.

On 08.10.2009, at 14:26, Adam Bator wrote:

...

I can see that you can also link ticket to a master in bulk action. Untortunetly it is imposible to set a ticket as a Master once it was created.

I am just testing the feature it would be good to have simple documentation or video so looking forward to it.

--

Shawn Beasley shawn@otrs.org

Computers make work that one would not have without them go faster!

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-- Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam Manager, Strategic Technologies Group| Ex luce ad tenebras Information Technology Services | The University of Queensland | EMAIL: mcduff@its.uq.edu.au | TELEPHONE: +61 7 3365 8220 |

Hi Shawn Shawn Beasley wrote:

This is enabled as a standard feature. Can you put a screenshot somewhere to depict what you are talking about exactly. Here is a standard installation. I'm running OTRS 2.4.4/ITSM 1.3.1. I was following the Master/Slave youtube video as I am interested in making an initial service request email ticket into a master ticket and then splitting it into different queues whoses agents complete the various aspects of provisioning the service.

In the video you need to use the functionality of the "Free Fields" link exactly as you have depicted in the screencast you provided. However I have no such link. http://www.screencast.com/t/WGmCHDG8wXRu

http://screencast.com/t/L2f4EspMvb

On Oct 20, 2009, at 6:09 AM, Rodney McDuff wrote:

...

How do you get the "Free Fields" link in the Ticket Zoom window?

Shawn Beasley wrote:

...

Hi,

http://www.youtube.com/watch?v=zkc_qTCSloo

Video is out

On 08.10.2009, at 17:16, Shawn Beasley wrote:

...

Hi,

The feature video will be available on youtube today.

On 08.10.2009, at 14:26, Adam Bator wrote:

...

I can see that you can also link ticket to a master in bulk action. Untortunetly it is imposible to set a ticket as a Master once it was created.

I am just testing the feature it would be good to have simple documentation or video so looking forward to it.

--

Shawn Beasley shawn@otrs.org

Computers make work that one would not have without them go faster!

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Marco Vannini wrote:

Try to see if Ticket::Frontend::MenuModule###310-FreeText: is enabled in Config Options: Ticket -> Frontend::Agent::Ticket::MenuModule

Activating Frontend::Module###AgentTicketFreeText: in Frontend::Agent::ModuleRegistration did it for me. I can now mark a incoming email service request as a master ticket. split it into as many queues as I wish with each split being a slave. Once all components of the service request are fulfilled I can close master and slave in one action. Thanks for your help.

MV

On Wed, Oct 21, 2009 at 1:43 AM, Rodney McDuff mailto:mcduff@its.uq.edu.au> wrote:

Hi Shawn

Shawn Beasley wrote: > This is enabled as a standard feature. Can you put a screenshot > somewhere to depict what you are talking about exactly. Here is a > standard installation. I'm running OTRS 2.4.4/ITSM 1.3.1. I was following the Master/Slave youtube video as I am interested in making an initial service request email ticket into a master ticket and then splitting it into different queues whoses agents complete the various aspects of provisioning the service.

In the video you need to use the functionality of the "Free Fields" link exactly as you have depicted in the screencast you provided. However I have no such link.

http://www.screencast.com/t/WGmCHDG8wXRu

> > http://screencast.com/t/L2f4EspMvb > > On Oct 20, 2009, at 6:09 AM, Rodney McDuff wrote: > >> How do you get the "Free Fields" link in the Ticket Zoom window? >> >> Shawn Beasley wrote: >>> Hi, >>> >>> http://www.youtube.com/watch?v=zkc_qTCSloo >>> >>> Video is out >>> >>> On 08.10.2009, at 17:16, Shawn Beasley wrote: >>> >>>> Hi, >>>> >>>> The feature video will be available on youtube today. >>>> >>>> On 08.10.2009, at 14:26, Adam Bator wrote: >>>> >>>>> I can see that you can also link ticket to a master in bulk action. >>>>> Untortunetly it is imposible to set a ticket as a Master once it was >>>>> created. >>>>> >>>>> I am just testing the feature it would be good to have simple >>>>> documentation or video so looking forward to it. >>>> >>>> >>>> -- >>>> >>>> Shawn Beasley >>>> shawn@otrs.org mailto:shawn@otrs.org >>>> >>>> Computers make work that one would not have without them go faster! >>>> >>>> >>>> >>>> >>>> --------------------------------------------------------------------- >>>> 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 >>>> >>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >>> --------------------------------------------------------------------- >>> 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 >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >> >> >> -- >> Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam >> Manager, Strategic Technologies Group| Ex luce ad tenebras >> Information Technology Services | >> The University of Queensland | >> EMAIL: mcduff@its.uq.edu.au mailto:mcduff@its.uq.edu.au | >> TELEPHONE: +61 7 3365 8220 | >> >> >> --------------------------------------------------------------------- >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/

-- Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam Manager, Strategic Technologies Group| Ex luce ad tenebras Information Technology Services | The University of Queensland | EMAIL: mcduff@its.uq.edu.au mailto:mcduff@its.uq.edu.au | TELEPHONE: +61 7 3365 8220 |

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