Re: Ticket Zoom View

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RE: [otrs] Software error

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otrs disables exchange virtual...

Samphan Raruenrom

28 Jun 2007 28 Jun '07

11:47 a.m.

Nils Breunese (Lemonbit) wrote:

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tatat tanakanok wrote:

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OTRS's Ticket Zoom View shows only one message in this page. I would like the OTRS's Ticket Zoom View to show all messages in the ticket in one page. The ticket zoom is especially there for zooming in on a single ticket. If you want to see all messages in one page you can click the Queues button and then click on the number after 'All tickets'. You can also enable the StatusView button which will give you a more compact overview of all messages.

Tatat's question may be a bit confusing. What we want is to let users see all the "replies" in a ticket. The users want to see all the replies/bodies of a ticket, not just the latest reply and the hierarchy of links on the top part as in the ticket zoom view now. I think this is the normal behavior in Trac and Bugzilla/Issuezilla, isn't it. -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/

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Nils Breunese (Lemonbit)

28 Jun 28 Jun

1:01 p.m.

New subject: Ticket Zoom View

Samphan Raruenrom wrote:

...

Nils Breunese (Lemonbit) wrote:

...
tatat tanakanok wrote:

...
OTRS's Ticket Zoom View shows only one message in this page. I would like the OTRS's Ticket Zoom View to show all messages in the ticket in one page. The ticket zoom is especially there for zooming in on a single ticket. If you want to see all messages in one page you can click the Queues button and then click on the number after 'All tickets'. You can also enable the StatusView button which will give you a more compact overview of all messages.

Tatat's question may be a bit confusing. What we want is to let users see all the "replies" in a ticket. The users want to see all the replies/bodies of a ticket, not just the latest reply and the hierarchy of links on the top part as in the ticket zoom view now. I think this is the normal behavior in Trac and Bugzilla/Issuezilla, isn't it.

Ok, there is a setting in OTRS to get that behavior. SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewZoom -> Ticket::Frontend::ZoomExpand: yes. Nils Breunese.

justinjohnson＠f2s.com

2:15 p.m.

New subject: Ticket Zoom View

Hi All, I have a little issue here that I was wondering if it was possible to get around. I have a few queues for each department. PARENT QUEUE Subqueue - Subqueue -Subqueue PARENT QUEUE Subqueue - Subqueue -Subqueue Is there any way we can stop users moving tickets into the parent queue, and they can then only move them into the subqueues. The reason is we have an issue with regards to people not using the subqueues, so if we could somehow make the parent queue just a group rather than a queue it would be great? Thanks Justin

Samphan Raruenrom

29 Jun 29 Jun

4:44 a.m.

New subject: Ticket Zoom View

On 6/28/07, Nils Breunese (Lemonbit) wrote:

...

Samphan Raruenrom wrote:

...
Nils Breunese (Lemonbit) wrote: What we want is to let users see all the "replies" in a ticket. The users want to see all the replies/bodies of a ticket, not just the latest reply and the hierarchy of links on the top part as in the ticket zoom view now. I think this is the normal behavior in Trac and Bugzilla/Issuezilla, isn't it.

Ok, there is a setting in OTRS to get that behavior. SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewZoom -> Ticket::Frontend::ZoomExpand: yes.

Nice. Thanks. That works for the admins now. How about the customers? I want them to be able to see the tickets in this way? I don't see the configuration for this in SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewZoom Thanks. -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/

Nils Breunese (Lemonbit)

7:04 a.m.

New subject: Ticket Zoom View

Samphan Raruenrom wrote:

...

On 6/28/07, Nils Breunese (Lemonbit) wrote:

...
Samphan Raruenrom wrote:

...
Nils Breunese (Lemonbit) wrote: What we want is to let users see all the "replies" in a ticket. The users want to see all the replies/bodies of a ticket, not just the latest reply and the hierarchy of links on the top part as in the ticket zoom view now. I think this is the normal behavior in Trac and Bugzilla/Issuezilla, isn't it.

Ok, there is a setting in OTRS to get that behavior. SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewZoom -> Ticket::Frontend::ZoomExpand: yes.

Nice. Thanks. That works for the admins now. How about the customers? I want them to be able to see the tickets in this way? I don't see the configuration for this in SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewZoom

I don't know, we don't use the customer interface. But if this setting is not available there you might want to file a bug report with OTRS. Nils Breunese.

Samphan Raruenrom

10:12 a.m.

New subject: Ticket Zoom View

On 6/29/07, Nils Breunese (Lemonbit) wrote:

...

Samphan Raruenrom wrote:

...
On 6/28/07, Nils Breunese (Lemonbit) wrote:

...
Samphan Raruenrom wrote:

...
Nils Breunese (Lemonbit) wrote: What we want is to let users see all the "replies" in a ticket. The users want to see all the replies/bodies of a ticket, not just the latest reply and the hierarchy of links on the top part as in the ticket zoom view now. I think this is the normal behavior in Trac and Bugzilla/Issuezilla, isn't it.

Ok, there is a setting in OTRS to get that behavior. SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewZoom -> Ticket::Frontend::ZoomExpand: yes.

Nice. Thanks. That works for the admins now. How about the customers? I want them to be able to see the tickets in this way? I don't see the configuration for this in SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewZoom

I don't know, we don't use the customer interface. But if this setting is not available there you might want to file a bug report with OTRS.

Anyone know a way? -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/

Nils Breunese (Lemonbit)

10:27 a.m.

New subject: Ticket Zoom View

Samphan Raruenrom wrote:

...

On 6/29/07, Nils Breunese (Lemonbit) wrote:

...
Samphan Raruenrom wrote:

...
On 6/28/07, Nils Breunese (Lemonbit) wrote:

...
Samphan Raruenrom wrote:

...
Nils Breunese (Lemonbit) wrote: What we want is to let users see all the "replies" in a ticket. The users want to see all the replies/bodies of a ticket, not just the latest reply and the hierarchy of links on the top part as in the ticket zoom view now. I think this is the normal behavior in Trac and Bugzilla/Issuezilla, isn't it.

Ok, there is a setting in OTRS to get that behavior. SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewZoom -> Ticket::Frontend::ZoomExpand: yes.

Nice. Thanks. That works for the admins now. How about the customers? I want them to be able to see the tickets in this way? I don't see the configuration for this in SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewZoom

I don't know, we don't use the customer interface. But if this setting is not available there you might want to file a bug report with OTRS.

Anyone know a way?

A way to let customers see the expanded tickets? No, I don't. A way to file a bug report? Yes, http://bugs.otrs.org/. Nils Breunese.

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justinjohnson＠f2s.com
Nils Breunese (Lemonbit)
Samphan Raruenrom