re-open a closed ticket from customer web-interface
Hi all,
(otrs-3.0-beta7)
Is it possible to change state from 'closed successfully' to, say,
'open' for a customer, if he/she using web-interface (customer.pl) ?
All that I found in google says about agent interface (index.pl) or mail
interface (PostmasterFollowUpState).
Please help =)
--
Serge A. Ribalchenko
Hello, Yes, it is possible for a customer to change the state of a ticket from a closed state to an open one from the customer interface (customer.pl). What the customer has to do is to add a new article and set the new desired state for the ticket. Regards, Elva On 11/10/2010 11:31 AM, Serge A. Ribalchenko wrote:
Hi all,
(otrs-3.0-beta7)
Is it possible to change state from 'closed successfully' to, say, 'open' for a customer, if he/she using web-interface (customer.pl) ?
All that I found in google says about agent interface (index.pl) or mail interface (PostmasterFollowUpState).
Please help =)
En mer, 10/11/2010 cx. 11:43 -0600, Elva Novoa scribis: I'm sorry, but this isn't true. I have created test customer and made new ticket, then did some activity from both interfaces between Agent and Customer. When ticket is open, Customer can add a new article. But when it is closed, there is no button to add a new article - at all. I think I can somewhere enable it, I mean the button right after closed ticket?
Hello,
Yes, it is possible for a customer to change the state of a ticket from a closed state to an open one from the customer interface (customer.pl).
What the customer has to do is to add a new article and set the new desired state for the ticket.
Regards, Elva
On 11/10/2010 11:31 AM, Serge A. Ribalchenko wrote:
Hi all,
(otrs-3.0-beta7)
Is it possible to change state from 'closed successfully' to, say, 'open' for a customer, if he/she using web-interface (customer.pl) ?
All that I found in google says about agent interface (index.pl) or mail interface (PostmasterFollowUpState).
Please help =)
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Go to the zoom view of the closed ticket and click on 'Reply' and you have configured what I mentioned in my previous email, you will see the option to choose the next state. On 11/10/2010 11:54 AM, Serge A. Ribalchenko wrote:
En mer, 10/11/2010 cx. 11:43 -0600, Elva Novoa scribis:
I'm sorry, but this isn't true.
I have created test customer and made new ticket, then did some activity from both interfaces between Agent and Customer. When ticket is open, Customer can add a new article. But when it is closed, there is no button to add a new article - at all.
I think I can somewhere enable it, I mean the button right after closed ticket?
Hello,
Yes, it is possible for a customer to change the state of a ticket from a closed state to an open one from the customer interface (customer.pl).
What the customer has to do is to add a new article and set the new desired state for the ticket.
Regards, Elva
On 11/10/2010 11:31 AM, Serge A. Ribalchenko wrote:
Hi all,
(otrs-3.0-beta7)
Is it possible to change state from 'closed successfully' to, say, 'open' for a customer, if he/she using web-interface (customer.pl) ?
All that I found in google says about agent interface (index.pl) or mail interface (PostmasterFollowUpState).
Please help =)
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-- Elva María Novoa del Toro Research & Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/ INSTALE OTRS::ITSM 2.0, ahora con el módulo para la administración de cambio! El único sistema de código abierto compatible con ITIL® V3 y certificado por PinkVERIFY.
I forgot to mention that you need to configure some things via the SysConfig in the agent interface: Ticket::Frontend::CustomerTicketZoom###State must be set to 'Yes' Ticket::Frontend::CustomerTicketZoom###StateType must include 'open' Regads, Elva On 11/10/2010 11:43 AM, Elva Novoa wrote:
Hello,
Yes, it is possible for a customer to change the state of a ticket from a closed state to an open one from the customer interface (customer.pl).
What the customer has to do is to add a new article and set the new desired state for the ticket.
Regards, Elva
On 11/10/2010 11:31 AM, Serge A. Ribalchenko wrote:
Hi all,
(otrs-3.0-beta7)
Is it possible to change state from 'closed successfully' to, say, 'open' for a customer, if he/she using web-interface (customer.pl) ?
All that I found in google says about agent interface (index.pl) or mail interface (PostmasterFollowUpState).
Please help =)
--------------------------------------------------------------------- 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
-- Elva María Novoa del Toro Research & Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/ INSTALE OTRS::ITSM 2.0, ahora con el módulo para la administración de cambio! El único sistema de código abierto compatible con ITIL® V3 y certificado por PinkVERIFY.
В Срд, 10/11/2010 в 11:55 -0600, Elva Novoa пишет:
I forgot to mention that you need to configure some things via the SysConfig in the agent interface:
Ticket::Frontend::CustomerTicketZoom###State must be set to 'Yes' Ticket::Frontend::CustomerTicketZoom###StateType must include 'open'
I've doublecheck it. Still no button. What to check else? I did not patch original files from distribution. Maybe something wrong with configuration? I have attached my Kernel/Config.pm
Regads, Elva
On 11/10/2010 11:43 AM, Elva Novoa wrote:
Hello,
Yes, it is possible for a customer to change the state of a ticket from a closed state to an open one from the customer interface (customer.pl).
What the customer has to do is to add a new article and set the new desired state for the ticket.
Regards, Elva
On 11/10/2010 11:31 AM, Serge A. Ribalchenko wrote:
Hi all,
(otrs-3.0-beta7)
Is it possible to change state from 'closed successfully' to, say, 'open' for a customer, if he/she using web-interface (customer.pl) ?
All that I found in google says about agent interface (index.pl) or mail interface (PostmasterFollowUpState).
Please help =)
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BTW, solved.
all that I needed to do was to set 'follow up option' to 'possible' in
queue with ticket. (from Agent I-face 'Admin' -> 'Queues' ->
В Срд, 10/11/2010 в 11:55 -0600, Elva Novoa пишет:
I forgot to mention that you need to configure some things via the SysConfig in the agent interface:
Ticket::Frontend::CustomerTicketZoom###State must be set to 'Yes' Ticket::Frontend::CustomerTicketZoom###StateType must include 'open'
I've doublecheck it. Still no button. What to check else?
I did not patch original files from distribution. Maybe something wrong with configuration? I have attached my Kernel/Config.pm
--
Serge A. Ribalchenko
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Serge A. Ribalchenko