Where do I find a list of the tickets that I own
Hello all, I am trying to implement OTRS (got it installed and currently testing by 15 people department). If a task is assigned to me and I have added some notes to it, it then get disappeared from my "New Message". How do I get back that ticket without going through search function? Also, what is the differences between "Responsible" and "Owner"?
Hi, after installing i try to poen de installer.pl and i get this error message, any ideas?? Installlation finished OK with no errors... Not Found The requested URL /otrs/installer.pl was not found on this server. ________________________________________________________________________ Apache/2.0.55 (Ubuntu) mod_perl/2.0.2 Perl/v5.8.8 Server at localhost Port 80 On Mon, 2007-01-15 at 09:59 +1100, Robert Bui wrote:
Hello all, I am trying to implement OTRS (got it installed and currently testing by 15 people department). If a task is assigned to me and I have added some notes to it, it then get disappeared from my "New Message". How do I get back that ticket without going through search function? Also, what is the differences between "Responsible" and "Owner"?
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Guido Dinelli wrote:
Hi, after installing i try to poen de installer.pl and i get this error message, any ideas?? Installlation finished OK with no errors...
Not Found The requested URL /otrs/installer.pl was not found on this server.
Apache/2.0.55 (Ubuntu) mod_perl/2.0.2 Perl/v5.8.8 Server at localhost Port 80
I believe the Debian/Ubuntu .deb uses an alternate setup, that doesn't correspond with the docs on the OTRS site. I think they might be using index.cgi or something. I don't know exactly, but you could take a look at the files that were installed. Nils Breunese.
I found it GREAT!, question perphaps OFFTOPIC: Why it tryes to open installer.pl with less instead of opening in the firefox windows?? sorry... On Mon, 2007-01-15 at 11:35 +0100, Nils Breunese (Lemonbit) wrote:
Guido Dinelli wrote:
Hi, after installing i try to poen de installer.pl and i get this error message, any ideas?? Installlation finished OK with no errors...
Not Found The requested URL /otrs/installer.pl was not found on this server.
Apache/2.0.55 (Ubuntu) mod_perl/2.0.2 Perl/v5.8.8 Server at localhost Port 80
I believe the Debian/Ubuntu .deb uses an alternate setup, that doesn't correspond with the docs on the OTRS site. I think they might be using index.cgi or something. I don't know exactly, but you could take a look at the files that were installed.
Nils Breunese.
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Robert Bui wrote:
Hello all, I am trying to implement OTRS (got it installed and currently testing by 15 people department). If a task is assigned to me and I have added some notes to it, it then get disappeared from my "New Message". How do I get back that ticket without going through search function?
Click 'locked titckets' in the upper righthand corner to see a list of tickets that are locked by you.
Also, what is the differences between "Responsible" and "Owner"?
Owner is the direct owner of the ticket at the moment (the agent that has it locked), you can use responsible to indicate who is responsible for getting the issue in the ticket solved, which doesn't necessarily has to be the person that has locked the ticket. Nils Breunese.
G'day,
The difference between Responsible person and Owner is as expected.
However, if I have on the Queue to unlock after 30mins for example, it
disappeared from the "Lock Tickets". It not in "New Message", "Responsible"
or "Lock Ticket".
If the agent is not working on the ticket, the ticket shouldn't be locked
at all. Therefore, shouldn't be on the "Lock Tickets".
On 1/15/07, Nils Breunese (Lemonbit)
Robert Bui wrote:
Hello all, I am trying to implement OTRS (got it installed and currently testing by 15 people department). If a task is assigned to me and I have added some notes to it, it then get disappeared from my "New Message". How do I get back that ticket without going through search function?
Click 'locked titckets' in the upper righthand corner to see a list of tickets that are locked by you.
Also, what is the differences between "Responsible" and "Owner"?
Owner is the direct owner of the ticket at the moment (the agent that has it locked), you can use responsible to indicate who is responsible for getting the issue in the ticket solved, which doesn't necessarily has to be the person that has locked the ticket.
Nils Breunese.
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Robert Bui wrote:
However, if I have on the Queue to unlock after 30mins for example, it disappeared from the "Lock Tickets".
Seems pretty logical to me.
It not in "New Message", "Responsible" or "Lock Ticket". If the agent is not working on the ticket, the ticket shouldn't be locked at all. Therefore, shouldn't be on the "Lock Tickets".
If a ticket reaches unlock time it should return unlocked into the queue it is in. By the way, in our company agents can have locked tickets they're not actively working on, but will be working on in the next couple of days. Of course we also have a much longer unlock time set. It all depends on your business setup. Nils Breunese.
G'day,
By that logic, a agent can only work on it if the agent has the lock on
it (hence the owner). Once unlocked then the ticket get back to the queue.
In our situation, it's a dilemma for us. If ticket unlocked and return to
the queue then the queue will get very long as we get over 200 issues a day,
in addition to updates/follow-up's which could be at least 1000 a day.
That's alot within a week and flood the queue.
By common sense, a ticket should not be locked for more than the time
required to update the ticket. If a ticket exceeded the required time to get
resolved then that should be escalated for the responsible person to
follow-up.
Though, if the ticket is assigned to someone to work then it should not
return to the Queue. The ticket should stayed inside the agent "To Do" list.
To get around this, we need to create one queue per agent such that the
unlocked tickets don't flood the main queue. Is this what we should do?
Would like to hear how other people use OTRS in their environment.
On 1/15/07, Nils Breunese (Lemonbit)
Robert Bui wrote:
However, if I have on the Queue to unlock after 30mins for example, it disappeared from the "Lock Tickets".
Seems pretty logical to me.
It not in "New Message", "Responsible" or "Lock Ticket". If the agent is not working on the ticket, the ticket shouldn't be locked at all. Therefore, shouldn't be on the "Lock Tickets".
If a ticket reaches unlock time it should return unlocked into the queue it is in. By the way, in our company agents can have locked tickets they're not actively working on, but will be working on in the next couple of days. Of course we also have a much longer unlock time set. It all depends on your business setup.
Nils Breunese.
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Robert Bui wrote:
By that logic, a agent can only work on it if the agent has the lock on it (hence the owner).
That's correct and completely intended behavior.
Once unlocked then the ticket get back to the queue.
That's also correct.
In our situation, it's a dilemma for us. If ticket unlocked and return to the queue then the queue will get very long as we get over 200 issues a day, in addition to updates/follow-up's which could be at least 1000 a day. That's alot within a week and flood the queue.
If you don't close tickets, yes, they will stay in the queue. Were else should they go? Updates and follow-ups are not separate items in the queue, they are attached to a ticket.
By common sense, a ticket should not be locked for more than the time required to update the ticket. If a ticket exceeded the required time to get resolved then that should be escalated for the responsible person to follow-up.
Take a look at chapter 8.4 'Ticket Escalation' of the OTRS 2.1 manual: http://doc.otrs.org/2.1/en/html/x1350.html
Though, if the ticket is assigned to someone to work then it should not return to the Queue. The ticket should stayed inside the agent "To Do" list.
That to do list is the agent's list of locked tickets.
To get around this, we need to create one queue per agent such that the unlocked tickets don't flood the main queue. Is this what we should do?
Doesn't sound like a great solution. I think the normal use of locking tickets, unlock times and escalation works just fine. Nils Breunese.
I understand what you are saying and accept what you are saying. However,
the terminologies used here are counter-intuitive.
Updates/follow-up's make the ticket appear back on the queue again. That is
what I meant by flooding the queue. So the person who is responsible for the
queue has to go through the queue and re-assign to the agents again to get
it off the queue. Am I doing something wrong here? How best to approach
this?
If there is a way to not to get them appear back on the queue again then I
would really like to know.
Maybe the manual could create one or two scenarios of managing tickets and
queues. That is, the work-flow process. If there is then please point me to
that section.
Maybe, the process seems very intuitive to someone who has worked with OTRS
for a long time or as a developer. However, it is very confusing for the
"first-timer".
However, now after this discussion, I have better understanding and will
re-work on the set-up of OTRS. Hopefully, my staff don't get too confused.
On 1/15/07, Nils Breunese (Lemonbit)
Robert Bui wrote:
By that logic, a agent can only work on it if the agent has the lock on it (hence the owner).
That's correct and completely intended behavior.
Once unlocked then the ticket get back to the queue.
That's also correct.
In our situation, it's a dilemma for us. If ticket unlocked and return to the queue then the queue will get very long as we get over 200 issues a day, in addition to updates/follow-up's which could be at least 1000 a day. That's alot within a week and flood the queue.
If you don't close tickets, yes, they will stay in the queue. Were else should they go? Updates and follow-ups are not separate items in the queue, they are attached to a ticket.
By common sense, a ticket should not be locked for more than the time required to update the ticket. If a ticket exceeded the required time to get resolved then that should be escalated for the responsible person to follow-up.
Take a look at chapter 8.4 'Ticket Escalation' of the OTRS 2.1 manual: http://doc.otrs.org/2.1/en/html/x1350.html
Though, if the ticket is assigned to someone to work then it should not return to the Queue. The ticket should stayed inside the agent "To Do" list.
That to do list is the agent's list of locked tickets.
To get around this, we need to create one queue per agent such that the unlocked tickets don't flood the main queue. Is this what we should do?
Doesn't sound like a great solution. I think the normal use of locking tickets, unlock times and escalation works just fine.
Nils Breunese.
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Robert Bui wrote:
Updates/follow-up's make the ticket appear back on the queue again. That is what I meant by flooding the queue. So the person who is responsible for the queue has to go through the queue and re-assign to the agents again to get it off the queue. Am I doing something wrong here? How best to approach this?
In our company the agents lock the tickets that they're going to work on themselves. They keep them locked when they're waiting for a follow-up, so the tickets stay in their locked tickets list and do not appear in the queue, unless unlock time is reached or the ticket esacalates.
Maybe the manual could create one or two scenarios of managing tickets and queues. That is, the work-flow process. If there is then please point me to that section.
OTRS is meant to be very flexible and fit into whatever workflow you want. This also means however that it probably takes some tweaking to your liking. Scenarios could be nice, but they would never cover the matter. Maybe if you'd explain your business setup maybe people here might have some practical suggestions. Nils Breunese.
Thanks for giving your company as an example.
Maybe, our company is probably has very typical setup of the helpdesk.
There is one Helpdesk that monitor incoming tickets and assign to the
appropriate queues (two at the moment - support and software change
request). There are three supervors/managers who are responsible for the
tickets. There are 12 agents who carry out the work.
The Helpdesk could assign the ticket to the agents (and possibly the
responsible person at the same time). The agent could work on the ticket on
the day or within the week. The Helpdesk want to check any outstanding
tickets (this could be done via Search function).
The Helpdesk found that there are two tickets related together so the
Helpdesk merge them up. Immediately the Helpdesk becomes the Owner (by
default) which is a problem. Not sure why this is the case.
The Helpdesk could set the ticket for pending and send a reminder to the
agent (not necessarily the Helpdesk). Again, the ticket is locked and now
owned by the Helpdesk (by default). Not sure why this is the case.
There are other situations where the ticket get locked by default.
This could occur for the supervisor (responsible person).
Now, we could turn the auto-lock to get rid of the above "problem".
On 1/16/07, Nils Breunese (Lemonbit)
Robert Bui wrote:
Updates/follow-up's make the ticket appear back on the queue again. That is what I meant by flooding the queue. So the person who is responsible for the queue has to go through the queue and re-assign to the agents again to get it off the queue. Am I doing something wrong here? How best to approach this?
In our company the agents lock the tickets that they're going to work on themselves. They keep them locked when they're waiting for a follow-up, so the tickets stay in their locked tickets list and do not appear in the queue, unless unlock time is reached or the ticket esacalates.
Maybe the manual could create one or two scenarios of managing tickets and queues. That is, the work-flow process. If there is then please point me to that section.
OTRS is meant to be very flexible and fit into whatever workflow you want. This also means however that it probably takes some tweaking to your liking. Scenarios could be nice, but they would never cover the matter. Maybe if you'd explain your business setup maybe people here might have some practical suggestions.
Nils Breunese.
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Robert Bui wrote:
The Helpdesk could assign the ticket to the agents (and possibly the responsible person at the same time). The agent could work on the ticket on the day or within the week. The Helpdesk want to check any outstanding tickets (this could be done via Search function).
Or you could enable the StatusView, which I think is pretty handy: Admin -> SysConfig -> Frontend -> Frontend::Agent::ModuleRegistration -> Frontend::Module###AgentTicketStatusView
The Helpdesk found that there are two tickets related together so the Helpdesk merge them up. Immediately the Helpdesk becomes the Owner (by default) which is a problem. Not sure why this is the case. The Helpdesk could set the ticket for pending and send a reminder to the agent (not necessarily the Helpdesk). Again, the ticket is locked and now owned by the Helpdesk (by default). Not sure why this is the case. There are other situations where the ticket get locked by default.
Who is this 'The Helpdesk'? Is it a person? An admin? Anyway, in order to do something with a ticket you will need to lock it. This is to make sure that no two agents (or more) are working on the same ticket. If 'The Helpdesk' modifies a locked ticket it will have to change the owner afterwards to give the ticket back to the original agent (if that agent is still supposed to handle the rest of the ticket). Disabling auto-locking will not help, as you just cannot modify a ticket without having it locked. You'll have to 'manually' lock a ticket before being able to modify it. I hope this clears things up, Nils Breunese.
G'day,
The Helpdesk is a group of people that monitor Raw queue and forward
tickets to another queue/assign to an agent.
At the moment, the Helpdesk are acquiring the ownership/lock before we
modify the ticket and give back the ticket to the agent again. It is a bit
of "extra" work for this. It is not a problem though - just have to ensure
the process is followed by all.
Thanks.
On 1/16/07, Nils Breunese (Lemonbit)
Who is this 'The Helpdesk'? Is it a person? An admin? Anyway, in order to do something with a ticket you will need to lock it. This is to make sure that no two agents (or more) are working on the same ticket. If 'The Helpdesk' modifies a locked ticket it will have to change the owner afterwards to give the ticket back to the original agent (if that agent is still supposed to handle the rest of the ticket). Disabling auto-locking will not help, as you just cannot modify a ticket without having it locked. You'll have to 'manually' lock a ticket before being able to modify it.
I hope this clears things up,
Nils Breunese.
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participants (3)
-
Guido Dinelli -
Nils Breunese (Lemonbit) -
Robert Bui