Hello Marco, I enabled that view now i can see "Escalation view" in agent interface but My question was regarding Customer-Interface i.e. http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverView&Type=MyTickets As soon as ticket got escalated the ticket is no more in "My Ticket" List. Regards Arpit Gupta From: Marco Vannini To: "User questions and discussions about OTRS." Date: 01/08/2010 03:39 PM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: otrs-bounces@otrs.org Hi, enabling this button ? Frontend::Module###AgentTicketEscalationView: Frontend module registration for the AgentTicketEscalationView object in the agent interface. MV On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G wrote: Hello Everyone, I am trying to use generic agent via web-interface for escalating ticket from 1st level queue to 2nd level. Tickets are getting escalated but I am facing one issue here. After the ticket has been escalated, that ticket is no more visible in "My Tickets" section of Customer web-interface. Can anybody please guide me what is the mistake here. Thanks in advance Regards Arpit Gupta =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you --------------------------------------------------------------------- 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/ --------------------------------------------------------------------- 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/ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

Hello, Can anyone guide me why this is happening, is it really a bug?? OTRS people please reply. Regards AG From: Marco Vannini To: "User questions and discussions about OTRS." Cc: otrs-bounces@otrs.org Date: 01/08/2010 04:30 PM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: otrs-bounces@otrs.org ops... sorry... not read or not well interpeted. no idea... bug ? On Fri, Jan 8, 2010 at 11:28 AM, Arpit2 G wrote: Hello Marco, I enabled that view now i can see "Escalation view" in agent interface but My question was regarding Customer-Interface i.e. http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverView&Type=MyTickets As soon as ticket got escalated the ticket is no more in "My Ticket" List. Regards Arpit Gupta  From:       Marco Vannini  To:         "User questions and discussions about OTRS."  Date:       01/08/2010 03:39 PM  Subject:    Re: [otrs] Problem in Ticket Escalation via Generic Agent  Sent by:    otrs-bounces@otrs.org Hi, enabling this button ? Frontend::Module###AgentTicketEscalationView: Frontend module registration for the AgentTicketEscalationView object in the agent interface. MV On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G wrote:  Hello Everyone,  I am trying to use generic agent via web-interface for escalating ticket  from 1st level queue to 2nd level. Tickets are getting escalated but I am  facing one issue here.  After the ticket has been escalated, that ticket is no more visible in  "My  Tickets" section of Customer web-interface. Can anybody please guide me  what is the mistake here.  Thanks in advance  Regards  Arpit Gupta  =====-----=====-----=====  Notice: The information contained in this e-mail  message and/or attachments to it may contain  confidential or privileged information. If you are  not the intended recipient, any dissemination, use,  review, distribution, printing or copying of the  information contained in this e-mail message  and/or attachments to it are strictly prohibited. If  you have received this communication in error,  please notify us by reply e-mail or telephone and  immediately and permanently delete the message  and any attachments. Thank you  ---------------------------------------------------------------------  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/ --------------------------------------------------------------------- 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/ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you --------------------------------------------------------------------- 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/ --------------------------------------------------------------------- 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/ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

Hi Arpit I think its issue with the mapping. As you are aware that we can map customer and groups , and each group can contain multiple queue, so if the ticket get escalated in a queue which is associated with a group for which customer is not having access, customer will not be able to see the ticket from customer interface. In your case is it possible to map the customer to user group ?? or try to give the access to required group for the customer . Hope it it will solve your problem. Regards Sourabh Sarwate tOn Mon, Jan 11, 2010 at 12:03 PM, Arpit2 G wrote:

Hello, I noticed one more thing, even when agent moves the ticket to another queue, that ticket goes from "My Tickets" section of customer interface. I guess i have done something wrong.Please guide me.

Regards A G

From: Arpit2 G

To: "User questions and discussions about OTRS."

Cc: "User questions and discussions about OTRS." , otrs-bounces@otrs.org

Date: 01/11/2010 10:12 AM

Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent

Sent by: otrs-bounces@otrs.org

Hello, Can anyone guide me why this is happening, is it really a bug?? OTRS people please reply.

Regards AG

From: Marco Vannini

To: "User questions and discussions about OTRS."

Cc: otrs-bounces@otrs.org

Date: 01/08/2010 04:30 PM

Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent

Sent by: otrs-bounces@otrs.org

ops... sorry... not read or not well interpeted. no idea... bug ?

On Fri, Jan 8, 2010 at 11:28 AM, Arpit2 G wrote: Hello Marco, I enabled that view now i can see "Escalation view" in agent interface but My question was regarding Customer-Interface i.e.

http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverView&Type=MyTickets

As soon as ticket got escalated the ticket is no more in "My Ticket" List.

Regards Arpit Gupta

From: Marco Vannini

To: "User questions and discussions about OTRS."

Date: 01/08/2010 03:39 PM

Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent

Sent by: otrs-bounces@otrs.org

Hi,

enabling this button ?

Frontend::Module###AgentTicketEscalationView: Frontend module registration for the AgentTicketEscalationView object in the agent interface.

MV

On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G wrote:

Hello Everyone, I am trying to use generic agent via web-interface for escalating ticket from 1st level queue to 2nd level. Tickets are getting escalated but I am facing one issue here. After the ticket has been escalated, that ticket is no more visible in "My Tickets" section of Customer web-interface. Can anybody please guide me what is the mistake here. Thanks in advance Regards Arpit Gupta

=====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

--------------------------------------------------------------------- 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/ --------------------------------------------------------------------- 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/

=====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

--------------------------------------------------------------------- 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/ --------------------------------------------------------------------- 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/

=====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

--------------------------------------------------------------------- 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/

=====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

--------------------------------------------------------------------- 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/

try to read this http://www.mail-archive.com/otrs@otrs.org/msg28939.html MV On Mon, Jan 11, 2010 at 9:53 AM, Arpit2 G wrote:

Hi Sourabh, Thanks for the answers, Yes that was the issue :) But now i have a question. Actually in my scenario I want customers should be able to see only 1st Level queue while creating a ticket, but when i include customers under "users" group, all the queues are coming in "To" field . Do you have any idea on this. Regards Arpit Gupta

From: Sourabh Sarwate

To: "User questions and discussions about OTRS."

Date: 01/11/2010 01:59 PM

Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent

Sent by: otrs-bounces@otrs.org

Hi Arpit

I think its issue with the mapping. As you are aware that we can map customer and groups , and each group can contain multiple queue, so if the ticket get escalated in a queue which is associated with a group for which customer is not having access, customer will not be able to see the ticket from customer interface.

In your case is it possible to map the customer to user group ?? or try to give the access to required group for the customer . Hope it it will solve your problem.

Regards Sourabh Sarwate

tOn Mon, Jan 11, 2010 at 12:03 PM, Arpit2 G wrote: Hello, I noticed one more thing, even when agent moves the ticket to another queue, that ticket goes from "My Tickets" section of customer interface. I guess i have done something wrong.Please guide me.

Regards A G

From: Arpit2 G

To: "User questions and discussions about OTRS."

Cc: "User questions and discussions about OTRS."

...

, otrs-bounces@otrs.org

Date: 01/11/2010 10:12 AM

Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent

Sent by: otrs-bounces@otrs.org

Hello, Can anyone guide me why this is happening, is it really a bug?? OTRS people please reply.

Regards AG

From: Marco Vannini

To: "User questions and discussions about OTRS."

Cc: otrs-bounces@otrs.org

Date: 01/08/2010 04:30 PM

Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent

Sent by: otrs-bounces@otrs.org

ops... sorry... not read or not well interpeted. no idea... bug ?

On Fri, Jan 8, 2010 at 11:28 AM, Arpit2 G wrote: Hello Marco, I enabled that view now i can see "Escalation view" in agent interface but My question was regarding Customer-Interface i.e.

http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverView&Type=MyTickets

As soon as ticket got escalated the ticket is no more in "My Ticket" List.

Regards Arpit Gupta

From: Marco Vannini

To: "User questions and discussions about OTRS."

...

Date: 01/08/2010 03:39 PM

Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent

Sent by: otrs-bounces@otrs.org

Hi,

enabling this button ?

Frontend::Module###AgentTicketEscalationView: Frontend module registration for the AgentTicketEscalationView object in the agent interface.

MV

On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G wrote:

Hello Everyone, I am trying to use generic agent via web-interface for escalating ticket from 1st level queue to 2nd level. Tickets are getting escalated but I am facing one issue here. After the ticket has been escalated, that ticket is no more visible in "My Tickets" section of Customer web-interface. Can anybody please guide me what is the mistake here. Thanks in advance Regards Arpit Gupta

=====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

--------------------------------------------------------------------- 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/ --------------------------------------------------------------------- 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/

=====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

--------------------------------------------------------------------- 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/ --------------------------------------------------------------------- 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/

=====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

--------------------------------------------------------------------- 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/

=====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

--------------------------------------------------------------------- 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/

--------------------------------------------------------------------- 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/

=====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

--------------------------------------------------------------------- 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/

Hello Marco, Thanks a lot, it worked for me. I defined customer in "users" group and have limited the queues to only 1st Level as described. Thanks once again. Regards Arpit Gupta From: Sourabh Sarwate To: "User questions and discussions about OTRS." Cc: otrs-bounces@otrs.org Date: 01/11/2010 03:04 PM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: otrs-bounces@otrs.org Hi Marco, I dont think so its a  proper solution. because if we limit the user for one queue it will fix the problem  not show all the queue.. but if a ticket move in a  queue  which is associated with a group for which customer is not having access, the ticket for sure will despairer  from customer interface. I think both the things are not related to each other, might be its a bug or if you have any suggestion so please guide us. Regards Sourabh Sarwate On Mon, Jan 11, 2010 at 2:28 PM, Marco Vannini wrote: try to read this http://www.mail-archive.com/otrs@otrs.org/msg28939.html MV On Mon, Jan 11, 2010 at 9:53 AM, Arpit2 G wrote: Hi Sourabh, Thanks for the answers, Yes that was the issue :) But now i have a question. Actually in my scenario I want customers should be able to see only 1st Level queue while creating a ticket,  but when i include customers under "users" group, all the queues are coming in "To" field . Do you have any idea on this. Regards Arpit Gupta  From:       Sourabh Sarwate  To:         "User questions and discussions about OTRS."

 Date:       01/11/2010 01:59 PM  Subject:    Re: [otrs] Problem in Ticket Escalation via Generic Agent  Sent by:    otrs-bounces@otrs.org Hi Arpit I think its issue with the mapping. As you are aware that we can map customer and groups , and each group can contain multiple queue, so if the ticket get escalated in a queue which is associated with a group for which customer is not having access, customer will not be able to see the ticket from customer interface. In your case is it possible to map the customer to user group ?? or try to give the access to required group for the customer . Hope it it will solve your  problem. Regards Sourabh Sarwate tOn Mon, Jan 11, 2010 at 12:03 PM, Arpit2 G wrote:  Hello,  I noticed one more thing, even when agent moves the ticket to another  queue, that ticket goes from "My Tickets" section of customer interface.  I  guess i have done something  wrong.Please guide me.  Regards  A G   From:       Arpit2 G   To:         "User questions and discussions about OTRS." < otrs@otrs.org>   Cc:         "User questions and discussions about OTRS." < otrs@otrs.org  >, otrs-bounces@otrs.org   Date:       01/11/2010 10:12 AM   Subject:    Re: [otrs] Problem in Ticket Escalation via Generic Agent   Sent by:    otrs-bounces@otrs.org  Hello,  Can anyone guide me why this is happening, is it really a bug?? OTRS  people  please reply.  Regards  AG   From:       Marco Vannini   To:         "User questions and discussions about OTRS." < otrs@otrs.org>   Cc:         otrs-bounces@otrs.org   Date:       01/08/2010 04:30 PM   Subject:    Re: [otrs] Problem in Ticket Escalation via Generic Agent   Sent by:    otrs-bounces@otrs.org  ops... sorry... not read or not well interpeted. no idea... bug ?  On Fri, Jan 8, 2010 at 11:28 AM, Arpit2 G wrote:   Hello Marco,   I enabled that view now i can see "Escalation view" in agent interface   but   My question was regarding Customer-Interface i.e. http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverView&Type=MyTickets   As soon as ticket got escalated the ticket is no more in "My Ticket"   List.   Regards   Arpit Gupta    From:       Marco Vannini    To:         "User questions and discussions about OTRS." < otrs@otrs.org  >    Date:       01/08/2010 03:39 PM    Subject:    Re: [otrs] Problem in Ticket Escalation via Generic Agent    Sent by:    otrs-bounces@otrs.org   Hi,   enabling this button ?   Frontend::Module###AgentTicketEscalationView:   Frontend module registration for the AgentTicketEscalationView object in   the agent interface.   MV   On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G wrote:    Hello Everyone,    I am trying to use generic agent via web-interface for escalating  ticket    from 1st level queue to 2nd level. Tickets are getting escalated but I   am    facing one issue here.    After the ticket has been escalated, that ticket is no more visible in    "My    Tickets" section of Customer web-interface. Can anybody please guide me    what is the mistake here.    Thanks in advance    Regards    Arpit Gupta    =====-----=====-----=====    Notice: The information contained in this e-mail    message and/or attachments to it may contain    confidential or privileged information. If you are    not the intended recipient, any dissemination, use,    review, distribution, printing or copying of the    information contained in this e-mail message    and/or attachments to it are strictly prohibited. If    you have received this communication in error,    please notify us by reply e-mail or telephone and    immediately and permanently delete the message    and any attachments. Thank you    ---------------------------------------------------------------------    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/   ---------------------------------------------------------------------   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/   =====-----=====-----=====   Notice: The information contained in this e-mail   message and/or attachments to it may contain   confidential or privileged information. If you are   not the intended recipient, any dissemination, use,   review, distribution, printing or copying of the   information contained in this e-mail message   and/or attachments to it are strictly prohibited. If   you have received this communication in error,   please notify us by reply e-mail or telephone and   immediately and permanently delete the message   and any attachments. Thank you   ---------------------------------------------------------------------   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/  ---------------------------------------------------------------------  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/  =====-----=====-----=====  Notice: The information contained in this e-mail  message and/or attachments to it may contain  confidential or privileged information. If you are  not the intended recipient, any dissemination, use,  review, distribution, printing or copying of the  information contained in this e-mail message  and/or attachments to it are strictly prohibited. If  you have received this communication in error,  please notify us by reply e-mail or telephone and  immediately and permanently delete the message  and any attachments. Thank you  ---------------------------------------------------------------------  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/  =====-----=====-----=====  Notice: The information contained in this e-mail  message and/or attachments to it may contain  confidential or privileged information. If you are  not the intended recipient, any dissemination, use,  review, distribution, printing or copying of the  information contained in this e-mail message  and/or attachments to it are strictly prohibited. If  you have received this communication in error,  please notify us by reply e-mail or telephone and  immediately and permanently delete the message  and any attachments. Thank you  ---------------------------------------------------------------------  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/ --------------------------------------------------------------------- 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/ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you --------------------------------------------------------------------- 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/ --------------------------------------------------------------------- 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/ -- --------------------------------------------------------------------- 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/ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

Hello volker, I am talking about Customer Interface. There is no "my queue" thing for Customer. Please elaborate your answer. Regards Arpit Gupta From: volker.lipper@groupm.com To: "User questions and discussions about OTRS." Cc: "User questions and discussions about OTRS." , otrs-bounces@otrs.org Date: 01/08/2010 04:35 PM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: otrs-bounces@otrs.org Hi Arpit, simple version... The ticket is moved to another queue during escalation? Is this queue in your queue-list? just 2 ct. Li otrs-bounces@otrs.org schrieb am 08.01.2010 11:28:51:

Hello Marco, I enabled that view now i can see "Escalation view" in agent interface but My question was regarding Customer-Interface i.e.

http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverView&Type=MyTickets

As soon as ticket got escalated the ticket is no more in "My Ticket"

List.

Regards Arpit Gupta

From: Marco Vannini

To: "User questions and discussions about OTRS."

Date: 01/08/2010 03:39 PM

Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent

Sent by: otrs-bounces@otrs.org

Hi,

enabling this button ?

Frontend::Module###AgentTicketEscalationView: Frontend module registration for the AgentTicketEscalationView object in the agent interface.

MV

On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G wrote:

Hello Everyone, I am trying to use generic agent via web-interface for escalating

ticket

from 1st level queue to 2nd level. Tickets are getting escalated but I am facing one issue here. After the ticket has been escalated, that ticket is no more visible in "My Tickets" section of Customer web-interface. Can anybody please guide me what is the mistake here. Thanks in advance Regards Arpit Gupta

=====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

--------------------------------------------------------------------- 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/ --------------------------------------------------------------------- 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/

=====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

--------------------------------------------------------------------- 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/ Privileged/Confidential Information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to such person), you may not copy or deliver this message to

anyone. In such case, you should destroy this message and kindly notify the sender by reply email. Please advise immediately if you or your employer does not consent to email for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of the GroupM companies shall be understood as neither given nor endorsed by it. GroupM companies are a member of WPP plc. For more information on our business ethical standards and Corporate Responsibility policies please refer to our website at http://www.wpp.com/WPP/About/ --------------------------------------------------------------------- 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/ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you