AgentITSMChangeMyWorkOrders not updating

Leonardo Certuche

30 Nov 2010 30 Nov '10

5:22 p.m.

Hello there, On the current implementation we're supporting, when a workorder is assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not being updated. It shows zero (0) even though a workorder is already assigned to him. The Agent has RW permission under the following groups: itsm-change itsm-change-builder itsm-change-manager users Am I missing some other configuration? Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Markus Esche

30 Nov 30 Nov

5:28 p.m.

Hi Leonardo, the coounter is only active if the WO Agent has accepted this workorder. If the state of the workorder is only in created, then it won't appear in the list. Hth, Markus On 30.11.2010, at 18:22, Leonardo Certuche wrote:

...

Hello there,

On the current implementation we're supporting, when a workorder is assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not being updated. It shows zero (0) even though a workorder is already assigned to him.

The Agent has RW permission under the following groups: itsm-change itsm-change-builder itsm-change-manager users

Am I missing some other configuration?

Thanks in advance,

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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-- Markus Esche Director Customer Development OTRS AG Europaring 4 94315 Straubing Deutschland T: +49 (0) 9421 56818 0 F: +49 (0) 9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: http://www.otrs.com/

Leonardo Certuche

5:52 p.m.

Hello Markus, Thanks for you quick response. Question here: if it's not using that feature, how is the agent supposed to find out that there's a work order waiting for his acceptance? Besides, we're not using the "accepted" state for workorders on our workflow :( but surpringinly enough, to some users that counter is actually increasing Is there any way to change the behavior of this feature so it counts once an order is assigned to a given agent? Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 30 November 2010 11:28, Markus Esche wrote:

...

Hi Leonardo,

the coounter is only active if the WO Agent has accepted this workorder. If the state of the workorder is only in created, then it won't appear in the list.

Hth, Markus On 30.11.2010, at 18:22, Leonardo Certuche wrote:

...
Hello there,

On the current implementation we're supporting, when a workorder is assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not being updated. It shows zero (0) even though a workorder is already assigned to him.

The Agent has RW permission under the following groups: itsm-change itsm-change-builder itsm-change-manager users

Am I missing some other configuration?

Thanks in advance,

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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--

Markus Esche Director Customer Development

OTRS AG Europaring 4 94315 Straubing Deutschland

T: +49 (0) 9421 56818 0 F: +49 (0) 9421 56818 18 I: www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann

Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: http://www.otrs.com/

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Nils Leideck - ITSM

8:35 p.m.

Hi, I guess the actual used status and the filter in the WorkOrder view doesn’t match. Can you double check this one? Cheers, Nils On 30.11.2010, at 18:52, Leonardo Certuche wrote:

...

Hello Markus,

Thanks for you quick response.

Question here: if it's not using that feature, how is the agent supposed to find out that there's a work order waiting for his acceptance?

Besides, we're not using the "accepted" state for workorders on our workflow :( but surpringinly enough, to some users that counter is actually increasing

Is there any way to change the behavior of this feature so it counts once an order is assigned to a given agent?

Thanks in advance,

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

On 30 November 2010 11:28, Markus Esche wrote: Hi Leonardo,

the coounter is only active if the WO Agent has accepted this workorder. If the state of the workorder is only in created, then it won't appear in the list.

Hth, Markus On 30.11.2010, at 18:22, Leonardo Certuche wrote:

...
Hello there,

On the current implementation we're supporting, when a workorder is assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not being updated. It shows zero (0) even though a workorder is already assigned to him.

The Agent has RW permission under the following groups: itsm-change itsm-change-builder itsm-change-manager users

Am I missing some other configuration?

Thanks in advance,

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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--

Markus Esche Director Customer Development

OTRS AG Europaring 4 94315 Straubing Deutschland

T: +49 (0) 9421 56818 0 F: +49 (0) 9421 56818 18 I: www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann

Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: http://www.otrs.com/

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Leonardo Certuche

8:47 p.m.

Hi Nils, Thanks for your response, I'd gladly double check that If I knew where. The actual status of the workorder is the first Status: created but once created, it can go to 5 different status according to our state machine. Where can that be set? syconfig maybe? We'd like to increase the counter on ANY state, as long as the Agent has it assigned Thanks for your help, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 30 November 2010 14:35, Nils Leideck - ITSM wrote:

...

Hi,

I guess the actual used status and the filter in the WorkOrder view doesn’t match. Can you double check this one?

Cheers, Nils

On 30.11.2010, at 18:52, Leonardo Certuche wrote:

Hello Markus,

Thanks for you quick response.

Question here: if it's not using that feature, how is the agent supposed to find out that there's a work order waiting for his acceptance?

Besides, we're not using the "accepted" state for workorders on our workflow :( but surpringinly enough, to some users that counter is actually increasing

Is there any way to change the behavior of this feature so it counts once an order is assigned to a given agent?

Thanks in advance,

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

On 30 November 2010 11:28, Markus Esche wrote:

...
Hi Leonardo,

the coounter is only active if the WO Agent has accepted this workorder. If the state of the workorder is only in created, then it won't appear in the list.

Hth, Markus On 30.11.2010, at 18:22, Leonardo Certuche wrote:

...
Hello there,

On the current implementation we're supporting, when a workorder is assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not being updated. It shows zero (0) even though a workorder is already assigned to him.

The Agent has RW permission under the following groups: itsm-change itsm-change-builder itsm-change-manager users

Am I missing some other configuration?

Thanks in advance,

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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--

Markus Esche Director Customer Development

OTRS AG Europaring 4 94315 Straubing Deutschland

T: +49 (0) 9421 56818 0 F: +49 (0) 9421 56818 18 I: www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann

Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: http://www.otrs.com/

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Nils Leideck - ITSM

9:12 p.m.

Hi Leonardo, If I am not mistaken that late in the evening ;-) you should be able to define the visible status for the WorkOrder view in the SysConfig at: ITSM Change Management -> Frontend::Agent::ViewMyWorkOrdersOverview -> ITSMChange::Frontend::AgentITSMChangeMyWorkOrders###Filter::WorkOrderStates Cheers, Nils On 30.11.2010, at 21:47, Leonardo Certuche wrote:

...

Hi Nils,

Thanks for your response,

I'd gladly double check that If I knew where. The actual status of the workorder is the first Status: created but once created, it can go to 5 different status according to our state machine.

Where can that be set? syconfig maybe? We'd like to increase the counter on ANY state, as long as the Agent has it assigned

Thanks for your help,

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

On 30 November 2010 14:35, Nils Leideck - ITSM wrote: Hi,

I guess the actual used status and the filter in the WorkOrder view doesn’t match. Can you double check this one?

Cheers, Nils

On 30.11.2010, at 18:52, Leonardo Certuche wrote:

...
Hello Markus,

Thanks for you quick response.

Question here: if it's not using that feature, how is the agent supposed to find out that there's a work order waiting for his acceptance?

Besides, we're not using the "accepted" state for workorders on our workflow :( but surpringinly enough, to some users that counter is actually increasing

Is there any way to change the behavior of this feature so it counts once an order is assigned to a given agent?

Thanks in advance,

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

On 30 November 2010 11:28, Markus Esche wrote: Hi Leonardo,

the coounter is only active if the WO Agent has accepted this workorder. If the state of the workorder is only in created, then it won't appear in the list.

Hth, Markus On 30.11.2010, at 18:22, Leonardo Certuche wrote:

...
Hello there,

On the current implementation we're supporting, when a workorder is assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not being updated. It shows zero (0) even though a workorder is already assigned to him.

The Agent has RW permission under the following groups: itsm-change itsm-change-builder itsm-change-manager users

Am I missing some other configuration?

Thanks in advance,

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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--

Markus Esche Director Customer Development

OTRS AG Europaring 4 94315 Straubing Deutschland

T: +49 (0) 9421 56818 0 F: +49 (0) 9421 56818 18 I: www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann

Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: http://www.otrs.com/

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Leonardo Certuche
Markus Esche
Nils Leideck - ITSM