Hi, I am looking for an open source ticket request system with an integrated knowledge base and google magically suggested otrs.org. It seems to be a nice software. Thus, accept a big thank you for the developers. However, I am still not sure whether it satisfies my needs; hence the question. To begin with, I noticed some (may be) typos on this page: http://doc.otrs.org/2.1/en/html/x682.html <quote> To explain it more practically, remember Max's company describe in the section about a example of a ticket system ... with filter rules or if tow different mail addresses are used Sandra only ... </quote> Shouldn't this read "description" instead of describe and "an example" instead of a example and "two" instead of tow with a comma before Sandra? Please, notice I am not a native speaker and I haven't read all my grammar books yet ;) Now, I am still not sure whether otrs satisfies my needs; hence the question: I want to sort tickets into categories (I guess this is what you call queues) and when I answer a ticket, I have a checkbox that is labeled something like public or published which would allow me to publish the answer to the public in a public knowledge base. My first impression is that the articles of the knowledge base is not integrated with the answers of the tickets. Can you please clarify? -- Munzir Taha Telecommunications and Electronics Engineer Maintainer of Fedora Arabic Translation Project https://listman.redhat.com/mailman/listinfo/fedora-trans-ar Maintainer of the OpenBugs project page at http://www.arabic-fedora.org/munzir/OpenBugs.html Master CIW Designer, ICDL, MOUS, Linux+, LPI 101 Riyadh, SA
there are the projects of otrs that integration more functionalities, example there is the OpenTT project based on otrs + phpmyfaq and reporting tool with cewolf. bye PG
Hi, I am looking for an open source ticket request system with an integrated knowledge base and google magically suggested otrs.org. It seems to be a nice software. Thus, accept a big thank you for the developers.
However, I am still not sure whether it satisfies my needs; hence the question.
To begin with, I noticed some (may be) typos on this page: http://doc.otrs.org/2.1/en/html/x682.html
<quote> To explain it more practically, remember Max's company describe in the section about a example of a ticket system ...
with filter rules or if tow different mail addresses are used Sandra only ... </quote>
Shouldn't this read "description" instead of describe and "an example" instead of a example and "two" instead of tow with a comma before Sandra?
Please, notice I am not a native speaker and I haven't read all my grammar books yet ;)
Now, I am still not sure whether otrs satisfies my needs; hence the question: I want to sort tickets into categories (I guess this is what you call queues) and when I answer a ticket, I have a checkbox that is labeled something like public or published which would allow me to publish the answer to the public in a public knowledge base. My first impression is that the articles of the knowledge base is not integrated with the answers of the tickets. Can you please clarify?
-- Munzir Taha Telecommunications and Electronics Engineer Maintainer of Fedora Arabic Translation Project https://listman.redhat.com/mailman/listinfo/fedora-trans-ar Maintainer of the OpenBugs project page at http://www.arabic-fedora.org/munzir/OpenBugs.html Master CIW Designer, ICDL, MOUS, Linux+, LPI 101 Riyadh, SA _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/
On Wednesday 14 February 2007 12:03, piergiovanni.gualotto@primeur.com wrote:
there are the projects of otrs that integration more functionalities, example there is the OpenTT project based on otrs + phpmyfaq and reporting tool with cewolf.
bye
Thanks a lot piergiovanni for pointing me to OpenTT. I tried the demo quickly. However, when I open the FAQ and browse the categories or ask a question at http://openttdemo.primeur.com/OpenTT/faq/index.php?action=ask I see categories like: OpenTT [it] (it), OpenTT[en] (en), OTRS [en] (en), ... The categories names are completely different than when I open a new ticket where I see categories like: Info, Info -> DomandeRisposte, Info -> QuestionsAnswers, Req, ... So, the workflow and the integration is not clear to me at all. So, when I close a ticket in the "DomandeRispost" category how am I supposed to make it appear in a "DomandeRispos" category on the FAQ, please? -- Munzir Taha Telecommunications and Electronics Engineer Maintainer of Fedora Arabic Translation Project https://listman.redhat.com/mailman/listinfo/fedora-trans-ar Maintainer of the OpenBugs project page at http://www.arabic-fedora.org/munzir/OpenBugs.html Master CIW Designer, ICDL, MOUS, Linux+, LPI 101 Riyadh, SA
On Wednesday 14 February 2007 12:03, piergiovanni.gualotto@primeur.com wrote:
there are the projects of otrs that integration more functionalities, example there is the OpenTT project based on otrs + phpmyfaq and reporting tool with cewolf.
bye
Thanks a lot piergiovanni for pointing me to OpenTT.
I tried the demo quickly. However, when I open the FAQ and browse the categories or ask a question at
http://openttdemo.primeur.com/OpenTT/faq/index.php?action=ask I see categories like: OpenTT [it] (it), OpenTT[en] (en), OTRS [en] (en), ...
The categories names are completely different than when I open a new ticket where I see categories like: Info, Info -> DomandeRisposte, Info -> QuestionsAnswers, Req, ...
So, the workflow and the integration is not clear to me at all. So, when I close a ticket in the "DomandeRispost" category how am I supposed to make it appear in a "DomandeRispos" category on the FAQ, please?
the opentt based on OTRS , for manage the request, PhpMyFaq , for manage knowledge base and Cewolf for report. therefore , an example : 1 ) open the ticket on otrs with the agentphone or agentemail but while compile the form he has need the information and click on faq link, search the data and complete request. another example: 1) an operator take a ticket on otrs to resolve the trouble, he can serach a solution on faq, because it has been already resolved, or resolve the proble m and add a new faq. etc. etc. etc. the faqs of openttdemo they explain as otrs + phpmyfqa work. i hope you understand. Bye PG
-- Munzir Taha Telecommunications and Electronics Engineer Maintainer of Fedora Arabic Translation Project https://listman.redhat.com/mailman/listinfo/fedora-trans-ar Maintainer of the OpenBugs project page at http://www.arabic-fedora.org/munzir/OpenBugs.html Master CIW Designer, ICDL, MOUS, Linux+, LPI 101 Riyadh, SA _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/
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Munzir Taha (منذر طه) -
piergiovanni.gualotto＠primeur.com