1st post and questions
Hi I have just had OTRS installed onto a test server to test its viability for my company. I have a few questions which may be rather basic but which I cannot find to answers. Hopefully some of these can be answered by someone - Are you able to view 'closed' tickets - Are you able to close a ticket without having to submit copy within a message box - Are you able to set up automate archive functions - i.e back up and archive once a month - so that older requests were not clogging the system (but can be referred to if need be) - Can attachments be saved on a different server? - Are you able to delete users, queues etc (or hide them) I see you can add and amend but I am thinking about when categories become redundant Kind Regards --------------------------- Caspar Kennerdale Operations and Production Manager Web Operations Centaur Media plc 79 Wells Street, London, W1T 3QN 020 7970 4680 ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.
Caspar Kennerdale wrote:
Hi
I have just had OTRS installed onto a test server to test its viability for my company.
I have a few questions which may be rather basic but which I cannot find to answers. Hopefully some of these can be answered by someone
- Are you able to view ‘closed’ tickets Yes, through the "Search" function.
- Are you able to close a ticket without having to submit copy within a message box
Not from my experience. There must be a message body. If I don't have anything I just type in "closed".
- Are you able to set up automate archive functions – i.e back up and archive once a month – so that older requests were not clogging the system (but can be referred to if need be)
You mean automatically close tickets that are too old? I'm not sure if it can do that automagically.
- Can attachments be saved on a different server?
I don't think so, but I'm not sure.
- Are you able to delete users, queues etc (or hide them) I see you can add and amend but I am thinking about when categories become redundant
In my experience, nothing can ever be deleted from OTRS. If you don't need it anymore, it's simply changed to "invalid".
Kind Regards
---------------------------
Caspar Kennerdale
Operations and Production Manager
Web Operations
Centaur Media plc
79 Wells Street,
London,
W1T 3QN
020 7970 4680
------------------------------------------------------------------------------------------
This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it.
While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.
------------------------------------------------------------------------
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Thanks for you help Kind Regards --------------------------- Caspar Kennerdale Operations and Production Manager Web Operations Centaur Media plc 79 Wells Street, London, W1T 3QN 020 7970 4680 -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nick Bright Sent: 14 April 2008 20:32 To: User questions and discussions about OTRS.org Subject: Re: [otrs] 1st post and questions Caspar Kennerdale wrote:
Hi
I have just had OTRS installed onto a test server to test its viability for my company.
I have a few questions which may be rather basic but which I cannot find to answers. Hopefully some of these can be answered by someone
- Are you able to view 'closed' tickets Yes, through the "Search" function.
- Are you able to close a ticket without having to submit copy within a message box
Not from my experience. There must be a message body. If I don't have anything I just type in "closed".
- Are you able to set up automate archive functions - i.e back up and archive once a month - so that older requests were not clogging the system (but can be referred to if need be)
You mean automatically close tickets that are too old? I'm not sure if it can do that automagically.
- Can attachments be saved on a different server?
I don't think so, but I'm not sure.
- Are you able to delete users, queues etc (or hide them) I see you can add and amend but I am thinking about when categories become redundant
In my experience, nothing can ever be deleted from OTRS. If you don't need it anymore, it's simply changed to "invalid".
Kind Regards
---------------------------
Caspar Kennerdale
Operations and Production Manager
Web Operations
Centaur Media plc
79 Wells Street,
London,
W1T 3QN
020 7970 4680
---------------------------------------------------------------------------- --------------
This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments
are
confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it.
While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.
------------------------------------------------------------------------
_______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
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 Support or consulting for your OTRS system? => http://www.otrs.com/ ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.
Hi Caspar,
Hi
I have just had OTRS installed onto a test server to test its viability for my company.
I have a few questions which may be rather basic but which I cannot find to answers. Hopefully some of these can be answered by someone
- Are you able to view ‘closed’ tickets
- Are you able to close a ticket without having to submit copy within a message box
Either turn off the note feature Ticket::Frontend::AgentTicketClose###Note: set to no or set a default text in the body Ticket::Frontend::AgentTicketClose###Body:
- Are you able to set up automate archive functions – i.e back up and archive once a month – so that older requests were not clogging the system (but can be referred to if need be)
There is no archive function in OTRS as you describe it, but there will be no congestion on your system due to "old tickets".
- Can attachments be saved on a different server?
There is a modification available from one of our German Partners that helps with this type of issue, and I believe, when not in the Version 2.3, that this will be coming to the standard product in the near future. See http://www.cape-it.de/cgi-bin/download.pl/CiCS_Base-1.1.7.opm See attached mail for full details.
- Are you able to delete users, queues etc (or hide them) I see you can add and amend but I am thinking about when categories become redundant
This would break consistency in the databank, therefore it is not permitted in the web interface. Just set such things to invalid and move on. They will no longer show up for agents or customers, just in the admin interface :) Hope this helped you. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
participants (3)
-
Caspar Kennerdale -
Nick Bright -
Shawn Beasley