newbie question: how to change ticket 'subject', 'from' or 'status'
Hi all, Sorry for the extremely basic newbie questions: having installed OTRS 2.0.4 and got it basically working, how do I (an agent) change: - the subject of a ticket, suppose the user has been massively inaccurate or left it blank. - who the ticket is from, either replacing the originator's email address entirely, or perhaps adding a second person to the "from" or "interested" set? - the ticket state (obviously "close" closes it, etc) but how for instance could I (an agent) reopen a ticket after closing it in error? I have checked through the last 2 months of archives, and of course read the admin manual from cover to cover, before asking these questions... cheers duncan
Hi Duncan, On Thu, Aug 17, 2006 at 09:20:13PM +0100, Duncan C White wrote:
- the subject of a ticket, suppose the user has been massively inaccurate or left it blank.
I'd change the subject if the ticket is answered, at the moment I don't know any other possibility. But do not remove the ticket identifier, that will result in a new ticket.
- who the ticket is from, either replacing the originator's email address entirely, or perhaps adding a second person to the "from" or "interested" set?
Also this can basicaly done when the ticket is answered. Additionaly you can update the customer information for a ticket with the data that are stored in your customer table.
- the ticket state (obviously "close" closes it, etc) but how for instance could I (an agent) reopen a ticket after closing it in error?
Activate the possibility to change the state via the note feature.
duncan
Regards, Christian -- ((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!
Duncan C White ha scritto:
- the ticket state (obviously "close" closes it, etc) but how for instance could I (an agent) reopen a ticket after closing it in error?
As I'm reading, I get to ask: where do I see the closed tickets? -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------
On Fri, Aug 18, 2006 at 11:19:44AM +0200, Boniforti Flavio wrote:
As I'm reading, I get to ask: where do I see the closed tickets?
As an agent, use the ticket search to find closed tickets. Best regards Henning -- Henning Oschwald ((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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Boniforti Flavio -
Christian Schoepplein -
Duncan C White -
Henning Oschwald