Hi to everybody.. I have a question: The module FAQ, works like Knowledge base? Thanks :D
Jober Mijares wrote :
I have a question:
The module FAQ, works like Knowledge base?
Hi, yes, I would say so. You can verify this with the demo system : http://www.otrs.com/en/tools/demo/ Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de
Hello, I administer our OTRS system. One of the things I do it when a ticket hits the raw queue I move it into the correct queue. When this is done I become the "owner" of the ticket. The reports I generate then show I have open tickets when they really should be set to none in the new queue I have moved the ticket too. Is there anyway to change the owner back to none instead of myself as the admin of OTRS? -chrisl ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Friday, May 07, 2010 7:18 AM To: otrs@otrs.org Subject: [otrs] Knowledge base Hi to everybody.. I have a question: The module FAQ, works like Knowledge base? Thanks :D ****************************************************************************** This communication (including any attachments) may contain privileged or confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this communication and/or shred the materials and any attachments and are hereby notified that any disclosure, copying, or distribution of this communication, or the taking of any action based on it, is strictly prohibited. Thank you.
Hi, On 07.05.2010, at 18:17, Christopher Lee wrote:
I administer our OTRS system. One of the things I do it when a ticket hits the raw queue I move it into the correct queue. When this is done I become the “owner” of the ticket. The reports I generate then show I have open tickets when they really should be set to none in the new queue I have moved the ticket too. Is there anyway to change the owner back to none instead of myself as the admin of OTRS?
please search in the SysConfig for "ForceOwnerResetOnMove" ... this will reset the owner of a ticket to "root@localhost" (or whatever user id 1 is) after a ticket has been moved. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project
Thanks, exactly what I was looking for. -chrisl ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: Friday, May 07, 2010 10:38 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Changing Ticket Owner to "None" Hi, On 07.05.2010, at 18:17, Christopher Lee wrote: I administer our OTRS system. One of the things I do it when a ticket hits the raw queue I move it into the correct queue. When this is done I become the "owner" of the ticket. The reports I generate then show I have open tickets when they really should be set to none in the new queue I have moved the ticket too. Is there anyway to change the owner back to none instead of myself as the admin of OTRS? please search in the SysConfig for "ForceOwnerResetOnMove" ... this will reset the owner of a ticket to "root@localhost" (or whatever user id 1 is) after a ticket has been moved. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.netmailto:nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project ****************************************************************************** This communication (including any attachments) may contain privileged or confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this communication and/or shred the materials and any attachments and are hereby notified that any disclosure, copying, or distribution of this communication, or the taking of any action based on it, is strictly prohibited. Thank you.
Is there a way to MANUALLY set it back to nobody through the
interface? We have situations where a User will do part of a request
but then needs an as-yet-unnamed person to do the next portion and
being able to set it back to NOBODY would help this.
In the interim I created an ID called NOBODY which is given ownership
but that is kinda kludgy.
On Fri, May 7, 2010 at 1:06 PM, Christopher Lee
Thanks, exactly what I was looking for.
-chrisl
________________________________
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: Friday, May 07, 2010 10:38 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Changing Ticket Owner to "None"
Hi,
On 07.05.2010, at 18:17, Christopher Lee wrote:
I administer our OTRS system. One of the things I do it when a ticket hits the raw queue I move it into the correct queue. When this is done I become the “owner” of the ticket. The reports I generate then show I have open tickets when they really should be set to none in the new queue I have moved the ticket too. Is there anyway to change the owner back to none instead of myself as the admin of OTRS?
please search in the SysConfig for "ForceOwnerResetOnMove" ... this will reset the owner of a ticket to "root@localhost" (or whatever user id 1 is) after a ticket has been moved.
Freundliche Grüße / Kind regards
Nils Leideck
-- Nils Leideck Senior Consultant
nils.leideck@leidex.net nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal project
****************************************************************************** This communication (including any attachments) may contain privileged or confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this communication and/or shred the materials and any attachments and are hereby notified that any disclosure, copying, or distribution of this communication, or the taking of any action based on it, is strictly prohibited.
Thank you.
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Yes it does. You put your own articles in to it.
You can have your own categories etc, and even have file attachments.
Neil
________________________________
From: Jober Mijares
participants (6)
-
Alexander Halle -
Broderick Wood -
Christopher Lee -
Jober Mijares -
Neil Grantham -
Nils Leideck - ITSM