Hello all, I've just installed OTRS and it looks to nearly suite all my needs. There are just a few things I want to change, maybe I can easily do this with configuration, maybe I have to do some code editing (which would be a big problem, but I prefer configuration). Here's a list of the this I want to change, any input is appreciated! I want to add a field 'planned' to a ticket, so my customers can see when we'll fix their problems and the other people here can see when they are supposed to work on what tickets. Is the free field the only way to go here? Related to the 'planned' field, how can I make it so that people always see the tickets they should fix today (or should have fixed yesterday) first? Is it possible to quickly change the status of a ticket without sending email to the customer (without misusing the phone call option)? I'd like to remove some information from the ticket (at least in the interface), I'm thinking about getting rid of Time, Escalation and the Linked fields (for now, maybe I'd like to get them back somewhere in the future). What's the best way to go about this? Thanks! Ron
Hi Ron, On Tue, Apr 18, 2006 at 04:10:15PM +0200, Ron Rademaker wrote:
I want to add a field 'planned' to a ticket, so my customers can see when we'll fix their problems and the other people here can see when they are supposed to work on what tickets. Is the free field the only way to go here?
If you don't want to modify the code yes :).
Related to the 'planned' field, how can I make it so that people always see the tickets they should fix today (or should have fixed yesterday) first?
It is not possible to sort tickets by free text fields. But you can use the escalation or pending feature to force the processing of older tickets.
Is it possible to quickly change the status of a ticket without sending email to the customer (without misusing the phone call option)?
You can expand the note function and include the possibility to change the ticket state when a new note is created. Use the following config params: $Self->{'Ticket::Frontend::NoteSetState'} = 1;
I'd like to remove some information from the ticket (at least in the interface), I'm thinking about getting rid of Time, Escalation and the Linked fields (for now, maybe I'd like to get them back somewhere in the future). What's the best way to go about this?
You have to customize the .dtl files for your needs. Please see chapter 8. "Templates" for more details in our developer docu: http://doc.otrs.org/developer/2.0/en/html/
Ron
Best 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!
Thanks for your info. So far the code looks readable enough to make the necessary changes. Ron Christian Schoepplein wrote:
Hi Ron,
On Tue, Apr 18, 2006 at 04:10:15PM +0200, Ron Rademaker wrote:
I want to add a field 'planned' to a ticket, so my customers can see when we'll fix their problems and the other people here can see when they are supposed to work on what tickets. Is the free field the only way to go here?
If you don't want to modify the code yes :).
Related to the 'planned' field, how can I make it so that people always see the tickets they should fix today (or should have fixed yesterday) first?
It is not possible to sort tickets by free text fields. But you can use the escalation or pending feature to force the processing of older tickets.
Is it possible to quickly change the status of a ticket without sending email to the customer (without misusing the phone call option)?
You can expand the note function and include the possibility to change the ticket state when a new note is created. Use the following config params:
$Self->{'Ticket::Frontend::NoteSetState'} = 1;
I'd like to remove some information from the ticket (at least in the interface), I'm thinking about getting rid of Time, Escalation and the Linked fields (for now, maybe I'd like to get them back somewhere in the future). What's the best way to go about this?
You have to customize the .dtl files for your needs. Please see chapter 8. "Templates" for more details in our developer docu:
http://doc.otrs.org/developer/2.0/en/html/
Ron
Best regards, Christian
------------------------------------------------------------------------
_______________________________________________ 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 für Ihr OTRS System? => http://www.otrs.de/
participants (2)
-
Christian Schoepplein -
Ron Rademaker