Showing Ticket Owner and State by Default
Hello: We are using OTRS as a frontline trouble ticketing system between a tech support department and outside customers. The present method of hiding the tickets from the group when an individual has ownership or a lock is causing us some issues because of shift changes and other things. Is there a way to have all tickets, including those opened and owned by an individual, displayed at all times? In addition, is it possible to show the ownership and ticket state (new,open) as well? Thanks, Mike Smith
Mike, Probably what you want to do is in the Admin under the "Queue" settings for that Queue you could set the "Unlock timeout" to a shorter time period so the tickets automatically unlock themselves within a certain period of time. Art Powell Diamond IT Services 1-512-517-6472 art@diamonditservices.com For support email support@diamonditservices.com -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Michael K. Smith - Adhost Sent: Friday, October 07, 2005 10:24 AM To: otrs@otrs.org Subject: [otrs] Showing Ticket Owner and State by Default Hello: We are using OTRS as a frontline trouble ticketing system between a tech support department and outside customers. The present method of hiding the tickets from the group when an individual has ownership or a lock is causing us some issues because of shift changes and other things. Is there a way to have all tickets, including those opened and owned by an individual, displayed at all times? In addition, is it possible to show the ownership and ticket state (new,open) as well? Thanks, Mike Smith
Hello Michael, What Art recommended you might be a solution but not in order to see the owner and the state from the queue view. If you need to see all the tickets and to see also the state and the owner you can define some Search Profile templates (do it in Search section). I must say I am also interested in displaying the state and the owner in queue view but I couldn't find a way till now. Cheers, Daniel --------- Friday, October 7, 2005, 6:24:02 PM, you wrote: Michael> Hello: Michael> We are using OTRS as a frontline trouble ticketing system between a tech Michael> support department and outside customers. The present method of hiding the Michael> tickets from the group when an individual has ownership or a lock is causing Michael> us some issues because of shift changes and other things. Michael> Is there a way to have all tickets, including those opened and owned by an Michael> individual, displayed at all times? In addition, is it possible to show the Michael> ownership and ticket state (new,open) as well? Michael> Thanks, Michael> Michael> Mike Smith Michael> -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/
Hi Daniel: Thanks for the information below. It does indeed help with half the issue. The other half is the "locked" state of tickets. Is there a way to show all tickets, including those locked by other users? That option does not appear to be available in the search page. Thanks, Mike -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Daniel Balan Sent: Tuesday, October 11, 2005 6:19 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Showing Ticket Owner and State by Default Hello Michael, What Art recommended you might be a solution but not in order to see the owner and the state from the queue view. If you need to see all the tickets and to see also the state and the owner you can define some Search Profile templates (do it in Search section). I must say I am also interested in displaying the state and the owner in queue view but I couldn't find a way till now. Cheers, Daniel --------- Friday, October 7, 2005, 6:24:02 PM, you wrote: Michael> Hello: Michael> We are using OTRS as a frontline trouble ticketing system between a tech Michael> support department and outside customers. The present method of hiding the Michael> tickets from the group when an individual has ownership or a lock is causing Michael> us some issues because of shift changes and other things. Michael> Is there a way to have all tickets, including those opened and owned by an Michael> individual, displayed at all times? In addition, is it possible to show the Michael> ownership and ticket state (new,open) as well? Michael> Thanks, Michael> Michael> Mike Smith Michael> -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.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 oder Consulting f|r Ihr OTRS System? => http://www.otrs.de/
Hello Michael, I found a way to display the owner on the queue view: You have to decomment the lines 123 - 125 from AgentTichetQueueView (\Kernel\Output\HTML\Standard) SO the option is implemented but not active :) Cheers, Thursday, October 13, 2005, 5:30:35 PM, you wrote: Michael> Hi Daniel: Michael> Thanks for the information below. It does indeed help with half the issue. Michael> The other half is the "locked" state of tickets. Is there a way to show all Michael> tickets, including those locked by other users? That option does not appear Michael> to be available in the search page. Michael> Thanks, Michael> Mike Michael> -----Original Message----- Michael> From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michael> Daniel Balan Michael> Sent: Tuesday, October 11, 2005 6:19 AM Michael> To: User questions and discussions about OTRS.org Michael> Subject: Re: [otrs] Showing Ticket Owner and State by Default Michael> Hello Michael, Michael> What Art recommended you might be a solution but not in order to see the Michael> owner and the Michael> state from the queue view. Michael> If you need to see all the tickets and to see also the state and the Michael> owner you can define some Search Profile templates (do it in Search Michael> section). Michael> I must say I am also interested in displaying the state and the owner Michael> in queue view but I couldn't find a way till now. Michael> Cheers, Michael> Daniel Michael> --------- Michael> Friday, October 7, 2005, 6:24:02 PM, you wrote: Michael>> Hello: Michael>> We are using OTRS as a frontline trouble ticketing system between a Michael> tech Michael>> support department and outside customers. The present method of Michael> hiding the Michael>> tickets from the group when an individual has ownership or a lock Michael> is causing Michael>> us some issues because of shift changes and other things. Michael>> Is there a way to have all tickets, including those opened and Michael> owned by an Michael>> individual, displayed at all times? In addition, is it possible to Michael> show the Michael>> ownership and ticket state (new,open) as well? Michael>> Thanks, Michael>> Michael>> Mike Smith Michael>> Michael> -- Michael> This message was scanned for spam and viruses by BitDefender. Michael> For more information please visit http://www.bitdefender.com/ Michael> _______________________________________________ Michael> OTRS mailing list: otrs - Webpage: http://otrs.org/ Michael> Archive: http://lists.otrs.org/pipermail/otrs Michael> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Michael> Support oder Consulting f|r Ihr OTRS System? =>> http://www.otrs.de/ Michael> _______________________________________________ Michael> OTRS mailing list: otrs - Webpage: http://otrs.org/ Michael> Archive: http://lists.otrs.org/pipermail/otrs Michael> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Michael> Support oder Consulting für Ihr OTRS System? =>> http://www.otrs.de/ Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/
Michael K. Smith - Adhost wrote:
Hello:
We are using OTRS as a frontline trouble ticketing system between a tech support department and outside customers. The present method of hiding the tickets from the group when an individual has ownership or a lock is causing us some issues because of shift changes and other things.
Is there a way to have all tickets, including those opened and owned by an individual, displayed at all times? In addition, is it possible to show the ownership and ticket state (new,open) as well?
Thanks,
Mike Smith
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If I got you right you want something like a customized QueueView that shows in addition all tickets locked by other agents and their current states? That's sounds like a custom feature to me if you don't want to use the workarround via a search template all the time?! If you want us to implement that feature for you, please contact us at sales@otrs.com :-) Have a nice day! Christopher -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!
participants (4)
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Art Powell -
Christopher Kuhn -
Daniel Balan -
Michael K. Smith - Adhost