3.0.x - Queue View shows AutoReply instead of initial ticket content - and more
Hello list, I've been reading through the archives back to Oct. 2010 but haven't found anything on that matter – still surprised though since to us it is pretty annoying to work with Since OTRS 3.x when using the Queue View in "L"/Preview-view the tickets are displayed – not as before in 2.x - with the auto reply instead of the original ticket content. Usually my agents and me go through this list to take the tickets belonging to us. Now all we see is the "Thank you for your mail" reply and each ticket needs an extra click to see the content of the original ticket. You can't just browse through the list of new tickets anymore without touching every ticket. I've found someone in the otrs-forums that asked about the same issue but as of yesterday he hasn't found a solution for this. I've attached a screenshot. Any help very much appreciated since my agents blame me for upgrading to otrs 3 :-) Also I am trying to have my customers with rw-access to just 2 queues (which works via customer-defailt-queue) but I also want my customers to have read access to all other queues otherwise they can't see their own ticket after the agent moved the ticket. I can set the queues via Customer — Queues in the Webinterface but that doesn't do the trick since I a) it doesn't work on new customers and b) lets me change just the first 200 but I have about 20k customers. Hope someone can give me a hint there. Thanks in advance, Nico -- Department of Biosystems ETH Zürich / Swiss Federal Institute of Technology Nico Frobenius IT System Technik Mattenstrasse 26 4058 Basel, Switzerland phone: +41 61 387 31 85 email: nico.frobenius@bsse.ethz.chmailto:nico.frobenius@bsse.ethz.ch web: http://www.bsse.ethz.ch/
Dear Nico, please have a look at this bug entry: http://bugs.otrs.org/show_bug.cgi?id=7316 This seems to become part of OTRS in version 3.1 now. Cross fingers to increase the possibilities for that or contact enjoy@otrs.com to contribute to this bug so we can organize resources on a commercial base. Greetings from Basel =) Cheers, Nils On 17.05.2011, at 13:32, Frobenius Nico wrote:
Hello list,
I've been reading through the archives back to Oct. 2010 but haven't found anything on that matter – still surprised though since to us it is pretty annoying to work with
Since OTRS 3.x when using the Queue View in "L"/Preview-view the tickets are displayed – not as before in 2.x - with the auto reply instead of the original ticket content. Usually my agents and me go through this list to take the tickets belonging to us. Now all we see is the "Thank you for your mail" reply and each ticket needs an extra click to see the content of the original ticket. You can't just browse through the list of new tickets anymore without touching every ticket. I've found someone in the otrs-forums that asked about the same issue but as of yesterday he hasn't found a solution for this. I've attached a screenshot.
Any help very much appreciated since my agents blame me for upgrading to otrs 3 :-)
Also I am trying to have my customers with rw-access to just 2 queues (which works via customer-defailt-queue) but I also want my customers to have read access to all other queues otherwise they can't see their own ticket after the agent moved the ticket. I can set the queues via Customer — Queues in the Webinterface but that doesn't do the trick since I a) it doesn't work on new customers and b) lets me change just the first 200 but I have about 20k customers.
Hope someone can give me a hint there.
Thanks in advance, Nico
-- Department of Biosystems ETH Zürich / Swiss Federal Institute of Technology
Nico Frobenius IT System Technik Mattenstrasse 26 4058 Basel, Switzerland
phone: +41 61 387 31 85 email: nico.frobenius@bsse.ethz.chmailto:nico.frobenius@bsse.ethz.ch web: http://www.bsse.ethz.ch/ <queue view.jpg>--------------------------------------------------------------------- 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
-- Nils Leideck http://webint.cryptonode.de / a Fractal project
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Frobenius Nico -
Nils Leideck