I've just started here at a shop using OTRS, and I'm afraid they universally hate it. I'm trying to sort out why and see if I can improve how it's setup and used so that people stop trying to go around it and change that perception. We're running 2.3.2 and hoping to move to 2.4 quickly, but also looking For get some quick insight on how to improve what I've got immediately. The area which I understand shows "system messages" Is full of messages about each ticket in the my queue and completely obscures the basic queue view interface, making It harder for people to interface with the system overall. Example of one set of message shown below. Can you point me in the direction of any documentation to explain why these show up for every ticket and don't go away until the ticket is closed? How can I control it? Is it because the users use OTRS in some particular way, or a configuration issue? Any help appreciated. I've also another question on how best to use OTRS for activities/tasks that aren't really from the user base, but internal tasks. When in previous companies we used bugzilla or JIRA as a 'help desk' ticket system - it was easy to set tasks that were (internally generated) and manage them together with user requests and add prioritization, deadlines, etc . I don't find any way thusfar to do this within OTRS, is it just the wrong tool for the job? Any information you can point me to is appreciated - Thank you! - Sarah Baker mSpot Inc. 650-321-7000 Example system messages: Ticket 2009092010000143: first response time is over (-18 minutes / 09/21/2009 08:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4251 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009092010000116: first response time is over (-18 minutes / 09/21/2009 08:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4248 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091910000271: first response time is over (-18 minutes / 09/21/2009 08:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4235 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091910000164: first response time is over (-18 minutes / 09/21/2009 08:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4224 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091910000128: first response time is over (-18 minutes / 09/21/2009 08:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4220 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091810000139: first response time is over (-63 hours 57 minutes / 09/18/2009 16:51)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4198 [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000061: first response time will be over in 23 minutes / 09/21/2009 09:12! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4170 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091710000042: first response time is over (-60 hours 45 minutes / 09/18/2009 20:03)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4168 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091710000033: first response time is over (-96 hour 18 minutes / 09/17/2009 08:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4167 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000151: first response time is over (-108 hours 52 minutes / 09/16/2009 19:56)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4162 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000133: first response time is over (-112 hours 35 minutes / 09/16/2009 16:13)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4160 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000081: first response time is over (-115 hours 48 minutes / 09/16/2009 13:00)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4155 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000044: first response time is over (-119 hours 34 minutes / 09/16/2009 09:14)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4151 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000017: first response time is over (-120 hour 18 minutes / 09/16/2009 08:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4148 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000026: first response time is over (-120 hour 18 minutes / 09/16/2009 08:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4149 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000271: first response time is over (-157 hours 10 minutes / 09/14/2009 19:38)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4129 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000057: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4107 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000202: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4070 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000033: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4053 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000286: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4050 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000197: first response time is over (-231 hours 45 minutes / 09/11/2009 17:03)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4041 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000099: first response time is over (-237 hours 48 minutes / 09/11/2009 11:00)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4031 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091010000279: first response time is over (-254 hours 23 minutes / 09/10/2009 18:25)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4016 [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091810000139: update time will be over in 29 hours 32 minutes / 09/22/2009 14:21! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4198 [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000131: update time will be over in 5 hours 46 minutes / 09/21/2009 14:34! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4177 [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000061: update time will be over in 35 hours 23 minutes / 09/22/2009 20:12! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4170 [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000042: update time will be over in 33 hours 14 minutes / 09/22/2009 18:03! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4168 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091710000033: update time is over (-61 hours 48 minutes / 09/18/2009 19:00)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4167 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000151: update time is over (-63 hours 22 minutes / 09/18/2009 17:26)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4162 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000133: update time is over (-67 hours 5 minutes / 09/18/2009 13:43)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4160 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000081: update time is over (-70 hours 18 minutes / 09/18/2009 10:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4155 [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091610000071: update time will be over in 26 hours 35 minutes / 09/22/2009 11:23! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4154 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000044: update time is over (-85 hours 4 minutes / 09/17/2009 19:44)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4151 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000017: update time is over (-85 hours 48 minutes / 09/17/2009 19:00)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4148 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000026: update time is over (-85 hours 48 minutes / 09/17/2009 19:00)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4149 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000271: update time is over (-111 hours 40 minutes / 09/16/2009 17:08)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4129 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000057: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4107 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000202: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4070 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000033: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4053 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000286: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4050 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000197: update time is over (-138 hours 15 minutes / 09/15/2009 14:33)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4041 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000099: update time is over (-144 hour 18 minutes / 09/15/2009 08:30)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4031 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091010000279: update time is over (-160 hours 53 minutes / 09/14/2009 15:55)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4016 [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000061: solution time will be over in 81 hours 23 minutes / 09/24/2009 18:12! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4170 [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000042: solution time will be over in 79 hours 14 minutes / 09/24/2009 16:03! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4168 [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091610000071: solution time will be over in 58 hours 1 minute / 09/23/2009 18:50! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4154 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000057: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4107 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000202: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4070 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000033: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4053 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000286: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4050 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000197: solution time is over (-84 hours 55 minutes / 09/17/2009 19:53)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4041 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000099: solution time is over (-90 hours 58 minutes / 09/17/2009 13:50)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4031 [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091010000279: solution time is over (-96 hour 33 minutes / 09/17/2009 08:15)! http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4016
Sarah Baker wrote: [...]
Can you point me in the direction of any documentation to explain why these show up for every ticket and don’t go away until the ticket is closed? How can I control it?
Hello Sarah, please check your queue settings, I think you have set times for response time, update time and solution time. For the beginning you could deactivate these features by setting them to 0 minutes until you need them. [...]
I’ve also another question on how best to use OTRS for activities/tasks that aren’t really from the user base, but internal tasks. When in previous companies we used bugzilla or JIRA as a ‘help desk’ ticket system – it was easy to set tasks that were (internally generated) and manage them together with user requests and add prioritization, deadlines, etc . I don’t find any way thusfar to do this within OTRS, is it just the wrong tool for the job? Any information you can point me to is appreciated
First I would create a separate queue for them. Under the user preferences each user can select its ("his" ? Sorry for my bad English.) queues to form a virtual queue named "My Queues". then you can see all tickets but with the queue as an additional information like "internal". In my opinion OTRS is very flexible due to its composition and license. That's why I think it can be the right tool for you, but you need a workflow concept since there are several right ways to work with OTRS. I hope that I helped you, feedback is appreciated. Regards Alexander Halle -- 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.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
Hmm- I set the Escalation values (First Response, Update time, Solution time) to 'empty' (putting in zero gives me a divide by zero error) on one of my queues to test if that would remove the messages from my view, but it doesn't. Does that impact newly created tickets and not old ones? So is there a section of the documentation that talks about use of the system messages and how they work? -Sarah -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Halle Sent: Monday, September 21, 2009 9:23 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Newbie questions Sarah Baker wrote: [...]
Can you point me in the direction of any documentation to explain why these show up for every ticket and don't go away until the ticket is closed? How can I control it?
Hello Sarah, please check your queue settings, I think you have set times for response time, update time and solution time. For the beginning you could deactivate these features by setting them to 0 minutes until you need them. [...]
I've also another question on how best to use OTRS for activities/tasks that aren't really from the user base, but internal tasks. When in previous companies we used bugzilla or JIRA as a 'help desk' ticket system - it was easy to set tasks that were (internally generated) and manage them together with user requests and add prioritization, deadlines, etc . I don't find any way thusfar to do this within OTRS, is it just the wrong tool for the job? Any information you can point me to is appreciated
First I would create a separate queue for them. Under the user preferences each user can select its ("his" ? Sorry for my bad English.) queues to form a virtual queue named "My Queues". then you can see all tickets but with the queue as an additional information like "internal". In my opinion OTRS is very flexible due to its composition and license. That's why I think it can be the right tool for you, but you need a workflow concept since there are several right ways to work with OTRS. I hope that I helped you, feedback is appreciated. Regards Alexander Halle -- 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.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Sarah Baker schrieb:
Hmm- I set the Escalation values (First Response, Update time, Solution time) to 'empty' (putting in zero gives me a divide by zero error) on one of my queues to test if that would remove the messages from my view, but it doesn't. Does that impact newly created tickets and not old ones?
Hello Sarah, I also leave the fields empty when creating queues and afterwards they are filled with 0. I'm sorry, I never tried to fill in a 0 directly. I don't exactly know if old tickets are affected, but I think not. You will have to test it with a new queue where you change those settings afterwards to 0 / empty. If the old tickets aren't affected you have to add externals notes to fulfill the response and update times so the messages disappear. Regarding the solution times perhaps closing and reopening the tickets will help.
So is there a section of the documentation that talks about use of the system messages and how they work?
I interpreted the system messages from your mail by my knowledge about the queues and the system in general. AFAIK there's no list of system messages, I'm sorry. But usally there's really no need for it, don't give up :) Regards Alexander Halle -- 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.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
it is possible that running otrs.RebuildEscalationIndex.pl you solve the problem. It is under your OTRS base dir ($OTRS_HOME)/bin MV
I'm very hesitant about running something on command line that I'd expect in the application to do without more information. It seems pretty low risk, but this is a production system. When does it typically run? What are the chances it will mess up the installation? (yes - I will take a backup before trying it in any case) -Sarah From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini Sent: Monday, September 21, 2009 12:19 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Newbie questions it is possible that running otrs.RebuildEscalationIndex.plhttp://otrs.RebuildEscalationIndex.pl you solve the problem. It is under your OTRS base dir ($OTRS_HOME)/bin MV
participants (3)
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Alexander Halle -
Marco Vannini -
Sarah Baker