Hi: Is there any way to move multiples tickets from one queue to another? Or close some of the with the same response ? On monday some queues have almost 200 tickets including unclasiffied spam, we have the delete queue , but move one by one is a long job. Maybe somebody have a view besides of Lite and Standard , something like Mail where is possible to do the same a any normal email client like to multiples move Is currently any work on progress about? Jorge
On Sunday, April 18, 2004 9:15 PM
Jorge Becerra
Is there any way to move multiples tickets from one queue to another? Or close some of the with the same response ? Is currently any work on progress about?
The wanted functionality is already available in the CVS HEAD or in the next release. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
Just wondering why u have to change the owner in order to change the priority of a ticket. The owner defaults to root@localhost. Is there a way to set the owner to something as it comes in so that you can change the priority without having to change the owner. Or is there a setting I'm missing that can do this. Thanks.... -- Damian Fuentes Associate Systems Administrator Evite damian@evite.com Ph 213-739-3248 - And all was good in the wonderful land of Linux.
On Tuesday, June 08, 2004 3:11 AM
Damian Fuentes
Just wondering why u have to change the owner in order to change the priority of a ticket.
This is because the act of changing the priority basically resides on the same level as, let's say, adding a note to a ticket or sending out an answer to the customer. To perform such an action on a ticket, you have to be the owner of that ticket to prevent other agents from working on the ticket.
The owner defaults to root@localhost. Is there a way to set the owner to something as it comes in so that you can change the priority without having to change the owner. Or is there a setting I'm missing that can do this.
There is a Config option determining the 'last resort' default owner: # PostmasterUserID # (The post master db-uid.) [default: 1] $Self->{PostmasterUserID} = 1; To preset an owner depending on the contents of an email, you may use the PostMaster filter modules: http://doc.otrs.org/cvs/en/html/receiving-email-filter-module.html There already is a GUI for managing the filters. See additionally: http://lists.otrs.org/pipermail/dev/2003-November/000224.html Procmail recipes are another way to do this: http://doc.otrs.org/1.2/en/html/receiving-email-procmail.html hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (3)
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Damian Fuentes -
Jorge Becerra -
Robert Kehl