Hi, I have installed OTRS recently and played with the settings and the system. Now I have some questions! ;-) - Is there a way to change the state of a ticket? All Tickets are marked as "new". How can I switch to state "open" or is this done automagically? - Is it possible to group tickets together, when they are all matching the same problem? I'm using the 0.5 Beta5. Thank you for this piece of software. have fun, bye!tom -- || Tom Schroeder || Systemadministrator || TILL.DE || || ts@till.de || http://www.till.de/ || info@till.de ||
Hi Tom, Am Montag, 17. Juni 2002 12:50 schrieb Tom Schröder:
- Is there a way to change the state of a ticket? All Tickets are marked as "new". How can I switch to state "open" or is this done automagically?
This is done automatically. A ticket is new, as long as there was no further action on that ticket, with respect to an answer or a follow-up. You may move it around to other queues, but it will stay as 'new' until you answer that ticket. Then it usually is 'closed' until the customer makes a reply to that ticket. The new state is 'open' (as there is a history). If a customer sends an email and answeres the (if configured) sent autoreply, the ticket is 'open', too.
- Is it possible to group tickets together, when they are all matching the same problem?
Not ATM, but Martin may correct me. The easiest way to group tickets is to move them to a seperate queue. This has to be done by a real-life person :-(, but it is a safe way to sort them... Stefan -- Stefan Schmidt Email: jsj@jsj.dyndns.org jsj@exsuse.de Bremen jsj-hb@t-online.de s.schmidt@iu-bremen.de
On Mon, Jun 17, 2002 at 01:11:14PM +0200, Stefan Schmidt wrote:
- Is it possible to group tickets together, when they are all matching the same problem?
Not ATM, but Martin may correct me. The easiest way to group tickets is to move them to a seperate queue. This has to be done by a real-life person :-(, but it is a safe way to sort them...
Ja, that's right. Tom: If you mean a other scenario, ask (and explain it a little bit more).
Stefan
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- socrate: 10:20pm up 2 days, 22:19, 3 users, load average: 0.24, 0.06, 0.02
Martin Edenhofer wrote: Hi,
- Is it possible to group tickets together, when they are all matching the same problem?
Tom: If you mean a other scenario, ask (and explain it a little bit more).
So here a real life scenario. I have a Queue for our web developers. They come out with a new snapshot of a site and our internal staff and the customer should have a look. A couple of people are submitting the same error (maybe a missing image) and in this case it would be nice to make the first ticket the "master ticket" and the other ones duplicates. I know this from Bugzilla but this system would be too complicated! ;-) The same could happen with a network outage or some other ISP related problem. Sub-Queues would also be a nice addon but I think that is not your intention for OTRS. have fun, bye!tom -- || Tom Schroeder || Systemadministrator || TILL.DE || || ts@till.de || http://www.till.de/ || info@till.de ||
Hi, Am Dienstag, 18. Juni 2002 09:10 schrieb Tom Schröder:
So here a real life scenario. I have a Queue for our web developers. They come out with a new snapshot of a site and our internal staff and the customer should have a look. A couple of people are submitting the same error (maybe a missing image) and in this case it would be nice to make the first ticket the "master ticket" and the other ones duplicates. I know this from Bugzilla but this system would be too complicated! ;-)
The same could happen with a network outage or some other ISP related problem.
Yeah, I got the point. I think, this behaviour is a 'nice to have', as it would complicate the ticket flow in the system. SuSE's STTS has a long time pending feature request for this kind of inquiries. A possibility to group tickets together, write one (unpersonal) answer to all the tickets would greatly simplify answering of 'hot' questions, but I do not know, how to implement this easyly. You would have to define a tag and then allocate this tag to all the tickets belonging to the same 'class'. Then you would need an extra function (bulk answer...) to write the answer, select the tag which groups the messages and send out an answer to all these tickets and close them. My opinion this beeing a 'nice to have' comes from my appilcation here at the university, where we use OpenTRS for user helpdesk. We do not have a large number of similar requests, and if we have, they do not come in simultaneously. The better way of answering our requests is the use of standard resposes. As mentioned, at SuSE this feature was wanted, as problems arise before a solution is found and a SDB article is prepared, and answering these questions would greatly decrease working time here. Martin?
bye!tom
Stefan -- Stefan Schmidt Email: jsj@jsj.dyndns.org jsj@exsuse.de Bremen jsj-hb@t-online.de s.schmidt@iu-bremen.de
Hi, On Tue, Jun 18, 2002 at 10:11:26AM +0200, Stefan Schmidt wrote:
So here a real life scenario. I have a Queue for our web developers. They come out with a new snapshot of a site and our internal staff and the customer should have a look. A couple of people are submitting the same error (maybe a missing image) and in this case it would be nice to make the first ticket the "master ticket" and the other ones duplicates. I know this from Bugzilla but this system would be too complicated! ;-)
The same could happen with a network outage or some other ISP related problem. [...] You would have to define a tag and then allocate this tag to all the tickets belonging to the same 'class'. Then you would need an extra function (bulk answer...) to write the answer, select the tag which groups the messages and send out an answer to all these tickets and close them. [...]
Ohh. Ja. Smart. Stefan you are great. That is a possible solution. I put this "bulk answer"-feature on the todo list (~beta8).
Stefan
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972
Martin, you are too fast ;-)
[...] You would have to define a tag and then allocate this tag to all the tickets belonging to the same 'class'. Then you would need an extra function (bulk answer...) to write the answer, select the tag which groups the messages and send out an answer to all these tickets and close them. [...]
Ohh. Ja. Smart. Stefan you are great. That is a possible solution.
I put this "bulk answer"-feature on the todo list (~beta8).
Do you remember the STTS times? I did not expect this to be done that fast, but I do not know the technique behind the curtain well enough...
Martin
Stefan -- Stefan Schmidt Email: jsj@jsj.dyndns.org jsj@exsuse.de Bremen jsj-hb@t-online.de s.schmidt@iu-bremen.de
Hi Tom, On Tue, Jun 18, 2002 at 09:10:31AM +0200, Tom Schröder wrote:
So here a real life scenario. I have a Queue for our web developers. They come out with a new snapshot of a site and our internal staff and the customer should have a look. A couple of people are submitting the same error (maybe a missing image) and in this case it would be nice to make the first ticket the "master ticket" and the other ones duplicates. I know this from Bugzilla but this system would be too complicated! ;-)
The same could happen with a network outage or some other ISP related problem.
I see what you want. Put a group of tickets to one and answer/handle just this one, right? If yes, it's not possible, at the moment. Because a ticket system want (normally!) to handle tickets in customer <-> agent (1:1) relation. -==> Your scenario would be a n:1 relation. My solution in this case would be: * Create a support web form for the customers (with special options like product, release, component, ...). This form generates emails for your OpenTRS system. * Dispatch the incoming emails with procmail e. g. [...] :0 fw : * ^Product: your-product | formail -I "X-OTRS-Queue: your-product-queue" [...] -==> All incoming emails with "Product: your-product" in the email will be dispatched to the "your-product-queue" queue. You can also sort with more arguments such product && release && ... See http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/xheader_otrs_queue.html for more details. * Add standard responses to this queue with the default answers (most needed answers). --==> You can handle each customer fast and personally.
Sub-Queues would also be a nice addon but I think that is not your intention for OTRS.
We got feedback (about sub-queues) from many people, so maybe OpenTRS will have sub-queue support in the next major release (e. g. 1.0).
have fun,
You too. ,-)
bye!tom
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- socrate: 9:38am up 3 days, 9:38, 3 users, load average: 0.00, 0.03, 0.00
participants (3)
-
Martin Edenhofer -
Stefan Schmidt -
Tom Schröder