RE: [otrs] How to make a message not New?
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Covert, Jake Sent: Wednesday, October 15, 2003 3:15 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] How to make a message not New?
I think a quick configuration option in config.pm as to whether a Phone-based ticket defaults to new or not would solve this.
That´s exactly what I would propose. It´s nice to know that it can be bypassed by setting the owner, for now. (Thanks for that, Jim) But for future use, it would be easier to have a config option to control the behaviour. Lars
Martin?
Jake
-----Original Message----- From: Jim Wight [mailto:j.k.wight@newcastle.ac.uk] Sent: Wednesday, October 15, 2003 9:11 AM To: User questions and "discussions about OTRS. Subject: RE: [otrs] How to make a message not New?
On Wed, 2003-10-15 at 12:59, Covert, Jake wrote:
I agree with this.
-----Original Message----- From: Lars Monsees [mailto:l.monsees@atlantisgmbh.de] Sent: Wednesday, October 15, 2003 4:57 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] How to make a message not New?
It would be nice if tickets created by phone-view wouldn´t be handled as new. As I´m the one who created the ticket, I know it´s not new =)
I don't agree with it.
If tickets were not new, then agents who have the queue in their Custom Queue list wouldn't get notified. It needn't always be the case that an agent is creating a ticket for themself to work on; it isn't in my environment.
However, I discovered (by becoming aware of not having been notified of the arrival of new tickets when I should have been) that if 'Owner' is set in PhoneView then tickets bypass the 'new' state and go straight to 'open', so maybe that's what you need to do.
Jim
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!?! Eh! In 1.1.3 the phone view the Agent has the ability to set ticket state, owner, queue and customer. The one thing one cannot do is set is Ticket State to new! If owner is not explicitly set the ticket is allocated to the user that raised it and the status is open! Setting the Ticket to new could be useful option, i.e. when you do not know who to allocate the ticket to but it does not do that. What may may be a bit confusing is that the notification message reports this as a new ticket! The best way round this would probably be to set up a new Phone View queue which sends a more appropriate auto-notification message to Users (and possibly others). On Wed, 2003-10-15 at 14:31, Lars Monsees wrote:
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Covert, Jake Sent: Wednesday, October 15, 2003 3:15 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] How to make a message not New?
I think a quick configuration option in config.pm as to whether a Phone-based ticket defaults to new or not would solve this.
That´s exactly what I would propose. It´s nice to know that it can be bypassed by setting the owner, for now. (Thanks for that, Jim) But for future use, it would be easier to have a config option to control the behaviour.
Lars
Martin?
Jake
-----Original Message----- From: Jim Wight [mailto:j.k.wight@newcastle.ac.uk] Sent: Wednesday, October 15, 2003 9:11 AM To: User questions and "discussions about OTRS. Subject: RE: [otrs] How to make a message not New?
On Wed, 2003-10-15 at 12:59, Covert, Jake wrote:
I agree with this.
-----Original Message----- From: Lars Monsees [mailto:l.monsees@atlantisgmbh.de] Sent: Wednesday, October 15, 2003 4:57 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] How to make a message not New?
It would be nice if tickets created by phone-view wouldn´t be handled as new. As I´m the one who created the ticket, I know it´s not new =)
I don't agree with it.
If tickets were not new, then agents who have the queue in their Custom Queue list wouldn't get notified. It needn't always be the case that an agent is creating a ticket for themself to work on; it isn't in my environment.
However, I discovered (by becoming aware of not having been notified of the arrival of new tickets when I should have been) that if 'Owner' is set in PhoneView then tickets bypass the 'new' state and go straight to 'open', so maybe that's what you need to do.
Jim
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participants (2)
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Graham Smith -
Lars Monsees