Create non-client visible tickets
Hi, list: I'm looking for a way to create tickets for a client that still are not visible for them (quite alike to an "internal note" but expanding the whole ticket). There are situations like i.e. maintenance operations we want to associate to a given client and take advantage of OTRS's workflow, SLA, notes, etc. but that simply are not for "client consumption". Anyone know how can I achive this goal? TIA -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro@andago.com
Hi, Simply create concerned tickets in a specific queue that will not be accessible to this customer ? But you will need to care about automatic notifications when ticket is created, modified etc on this queue ... so customer will not be informed about these. Please tell me if you achieve to do this with this method, it could be also interesting for me :) Thanks by advance. Laurent MINOST Jesús M. Navarro a écrit :
Hi, list:
I'm looking for a way to create tickets for a client that still are not visible for them (quite alike to an "internal note" but expanding the whole ticket).
There are situations like i.e. maintenance operations we want to associate to a given client and take advantage of OTRS's workflow, SLA, notes, etc. but that simply are not for "client consumption". Anyone know how can I achive this goal? TIA -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com
Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro@andago.com _______________________________________________ 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 or consulting for your OTRS system? =ttp://www.otrs.com/
Hi Jesus, I think this is not possible at the moment, but would be a good feature for the future => please open a feature-"bug"-report. If I had to implement this in today's OTRS, I would use a dedicated freetext-field "readable for customer" which is defaulted to "yes". You would than have to modify the sources to prevent * the listing of the ticket within the customer-webgui * the sending of customer-notifications and autoanswers if this freetext-field is set to "no". I think it is not more than about 15-30 lines of code-modification, but you have to know where to change it, and it's spread all over the files. You could make use of sales@otrs.com for professional help. Bye, Alex Jesús M. Navarro schrieb:
Hi, list:
I'm looking for a way to create tickets for a client that still are not visible for them (quite alike to an "internal note" but expanding the whole ticket).
There are situations like i.e. maintenance operations we want to associate to a given client and take advantage of OTRS's workflow, SLA, notes, etc. but that simply are not for "client consumption". Anyone know how can I achive this goal? TIA
Hi Alexander, * the listing of the ticket within the customer-webgui -> this is "already" done/current behaviour if this customer does not have access to the queue on which tickets are located * the sending of customer-notifications and autoanswers -> if you set 'Customer Move/State/Owner Notify:' to No on Queue settings of the queue on which tickets are located, customer will not be notified about modifications on this ticket I think that it's currently already possible to do what Jesus wants to do but maybe in a less comfortable way than what you described. BR, Laurent MINOST Alexander Scholler a écrit :
Hi Jesus,
I think this is not possible at the moment, but would be a good feature for the future => please open a feature-"bug"-report.
If I had to implement this in today's OTRS, I would use a dedicated freetext-field "readable for customer" which is defaulted to "yes".
You would than have to modify the sources to prevent * the listing of the ticket within the customer-webgui * the sending of customer-notifications and autoanswers if this freetext-field is set to "no".
I think it is not more than about 15-30 lines of code-modification, but you have to know where to change it, and it's spread all over the files.
You could make use of sales@otrs.com for professional help.
Bye, Alex
Jesús M. Navarro schrieb:
Hi, list:
I'm looking for a way to create tickets for a client that still are not visible for them (quite alike to an "internal note" but expanding the whole ticket).
There are situations like i.e. maintenance operations we want to associate to a given client and take advantage of OTRS's workflow, SLA, notes, etc. but that simply are not for "client consumption". Anyone know how can I achive this goal? TIA
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participants (3)
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Alexander Scholler -
Jesús M. Navarro -
Laurent Minost