Hide tickets that are waiting

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Re: [otrs] Re: LDAP Authentication...

Mikkel Nielsen

21 Sep 2007 21 Sep '07

8:43 a.m.

Hi list! When i choose to set a ticket as "waiting" and give in a date, how do i manage this ticket to be hidden until the given date? Btw. Is there a english forum and/or tecnical-faq for otrs somewhere? -- Best regards Mikkel Robin Nielsen WorldWeb Interactive A/S Idyl 9A DK-6000 Kolding Tlf: +45 70 213 214 Fax: +45 70 213 215

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Nils Breunese (Lemonbit)

21 Sep 21 Sep

11:29 a.m.

Mikkel Nielsen wrote:

...

When i choose to set a ticket as "waiting" and give in a date, how do i manage this ticket to be hidden until the given date?

I don't know where you're looking and where you don't want the ticket to show up (the ticket not even showing up in searches would be inconvenient I guess). When I set a pending reminder on a ticket it disappears from the queue view.

...

Btw. Is there a english forum and/or tecnical-faq for otrs somewhere?

I don't know of any. There's doc.otrs.org, but that's it. Someone was recently suggesting a wiki. Nils Breunese.

Mikkel Nielsen

11:35 a.m.

On 21/09/07 13:29, "Nils Breunese (Lemonbit)" wrote:

...

Mikkel Nielsen wrote:

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When i choose to set a ticket as "waiting" and give in a date, how do i manage this ticket to be hidden until the given date?

I don't know where you're looking and where you don't want the ticket to show up (the ticket not even showing up in searches would be inconvenient I guess). When I set a pending reminder on a ticket it disappears from the queue view.

The ticket is in my "Locked tickets" and if its not locked its in my "Queue window" I would like it not to bee shown any other places but in the searches, because we have many tickets that are pending for more than 6 months.

...

...
Btw. Is there a english forum and/or tecnical-faq for otrs somewhere?

I don't know of any. There's doc.otrs.org, but that's it. Someone was recently suggesting a wiki.

Nils Breunese.

_______________________________________________ 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? => http://www.otrs.com/

-- Med venlig hilsen Mikkel Robin Nielsen Support ansvarlig WorldWeb Interactive A/S Idyl 9A DK-6000 Kolding Tlf: +45 70 213 214 Fax: +45 70 213 215

Nils Breunese (Lemonbit)

12:07 p.m.

Mikkel Nielsen wrote:

...

On 21/09/07 13:29, "Nils Breunese (Lemonbit)" wrote:

...
Mikkel Nielsen wrote:

...
When i choose to set a ticket as "waiting" and give in a date, how do i manage this ticket to be hidden until the given date?

I don't know where you're looking and where you don't want the ticket to show up (the ticket not even showing up in searches would be inconvenient I guess). When I set a pending reminder on a ticket it disappears from the queue view.

The ticket is in my "Locked tickets" and if its not locked its in my "Queue window"

Yes, that's how it works. If you lock a ticket, it shows up under locked tickets. Do you expect a locked ticket to be hidden from the locked tickets view? Then it would always be empty...

...

I would like it not to bee shown any other places but in the searches, because we have many tickets that are pending for more than 6 months.

I'll guess you'll have to hack the hell out of OTRS then. Or get someone to do it for you (http://otrs.org/support/). Nils Breunese.

Mikkel Nielsen

12:18 p.m.

On 21/09/07 14:07, "Nils Breunese (Lemonbit)" wrote:

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Mikkel Nielsen wrote:

...
On 21/09/07 13:29, "Nils Breunese (Lemonbit)" wrote:

...
Mikkel Nielsen wrote:

...
When i choose to set a ticket as "waiting" and give in a date, how do i manage this ticket to be hidden until the given date?

I don't know where you're looking and where you don't want the ticket to show up (the ticket not even showing up in searches would be inconvenient I guess). When I set a pending reminder on a ticket it disappears from the queue view.

The ticket is in my "Locked tickets" and if its not locked its in my "Queue window"

Yes, that's how it works. If you lock a ticket, it shows up under locked tickets. Do you expect a locked ticket to be hidden from the locked tickets view? Then it would always be empty...

No... All open tickets, will bee show here, but are closed shown? The point is that i would like to treat a pending ticket like a closed one, until the we get to the date it is pending to. If its not possible just say so....

...

...
I would like it not to bee shown any other places but in the searches, because we have many tickets that are pending for more than 6 months.

I'll guess you'll have to hack the hell out of OTRS then. Or get someone to do it for you (http://otrs.org/support/).

Nils Breunese. _______________________________________________ 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? => http://www.otrs.com/

-- Med venlig hilsen Mikkel Robin Nielsen Support ansvarlig WorldWeb Interactive A/S Idyl 9A DK-6000 Kolding Tlf: +45 70 213 214 Fax: +45 70 213 215

Nils Breunese (Lemonbit)

12:33 p.m.

Mikkel Nielsen wrote:

...

On 21/09/07 14:07, "Nils Breunese (Lemonbit)" wrote:

...
Mikkel Nielsen wrote:

...
On 21/09/07 13:29, "Nils Breunese (Lemonbit)" wrote:

...
Mikkel Nielsen wrote:

...
When i choose to set a ticket as "waiting" and give in a date, how do i manage this ticket to be hidden until the given date?

I don't know where you're looking and where you don't want the ticket to show up (the ticket not even showing up in searches would be inconvenient I guess). When I set a pending reminder on a ticket it disappears from the queue view.

The ticket is in my "Locked tickets" and if its not locked its in my "Queue window"

Yes, that's how it works. If you lock a ticket, it shows up under locked tickets. Do you expect a locked ticket to be hidden from the locked tickets view? Then it would always be empty...

No... All open tickets, will bee show here, but are closed shown?

Pending tickets are not open tickets and closed tickets are not shown under locked tickets.

...

The point is that i would like to treat a pending ticket like a closed one, until the we get to the date it is pending to.

When you set a ticket to pending reminder it won't appear in the queue view until the pending date is reached. Isn't that exactly what you want?

...

If its not possible just say so....

I guess I just don't understand what you want to be possible. Nils Breunese.

Mikkel Nielsen

12:44 p.m.

On 21/09/07 14:33, "Nils Breunese (Lemonbit)" wrote:

...

Mikkel Nielsen wrote:

...
On 21/09/07 14:07, "Nils Breunese (Lemonbit)" wrote:

...
Mikkel Nielsen wrote:

...
On 21/09/07 13:29, "Nils Breunese (Lemonbit)" wrote:

...
Mikkel Nielsen wrote:

...
When i choose to set a ticket as "waiting" and give in a date, how do i manage this ticket to be hidden until the given date?

I don't know where you're looking and where you don't want the ticket to show up (the ticket not even showing up in searches would be inconvenient I guess). When I set a pending reminder on a ticket it disappears from the queue view.

The ticket is in my "Locked tickets" and if its not locked its in my "Queue window"

Yes, that's how it works. If you lock a ticket, it shows up under locked tickets. Do you expect a locked ticket to be hidden from the locked tickets view? Then it would always be empty...

No... All open tickets, will bee show here, but are closed shown?

Pending tickets are not open tickets and closed tickets are not shown under locked tickets.

...
The point is that i would like to treat a pending ticket like a closed one, until the we get to the date it is pending to.

When you set a ticket to pending reminder it won't appear in the queue view until the pending date is reached. Isn't that exactly what you want?

Yes! But its shown under "Locked Tickets" and i dont want that. It should not be shown anywhere until the pending date is reached.

...

...
If its not possible just say so....

I guess I just don't understand what you want to be possible.

Nils Breunese. _______________________________________________ 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? => http://www.otrs.com/

-- Med venlig hilsen Mikkel Robin Nielsen Support ansvarlig WorldWeb Interactive A/S Idyl 9A DK-6000 Kolding Tlf: +45 70 213 214 Fax: +45 70 213 215

Rene Böhm

24 Sep 24 Sep

9:01 a.m.

Hi Mikkel, we already developed such a functionality. Your waiting/pending tickets will be listed in a separate personal view (i.e. like locked tickets). But they'll stay there until the ticket state will be changed from pending to any other state. This is neccessary for our work. If you want to list them in your "normal" personal views (locked tickets, responsible, watched, ...) you can set up a Generic Agent which will change the status to open, if the pending time will be reached. best regards, Rene On Fri, 21 Sep 2007 14:44:44 +0200 Mikkel Nielsen wrote:

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On 21/09/07 14:33, "Nils Breunese (Lemonbit)" wrote:

...
Mikkel Nielsen wrote:

...
On 21/09/07 14:07, "Nils Breunese (Lemonbit)" wrote:

...
Mikkel Nielsen wrote:

...
On 21/09/07 13:29, "Nils Breunese (Lemonbit)" wrote:

...
Mikkel Nielsen wrote:

> When i choose to set a ticket as "waiting" and give in a date, how > do i manage this ticket to be hidden until the given date?

I don't know where you're looking and where you don't want the ticket to show up (the ticket not even showing up in searches would be inconvenient I guess). When I set a pending reminder on a ticket it disappears from the queue view.

The ticket is in my "Locked tickets" and if its not locked its in my "Queue window"

Yes, that's how it works. If you lock a ticket, it shows up under locked tickets. Do you expect a locked ticket to be hidden from the locked tickets view? Then it would always be empty...

No... All open tickets, will bee show here, but are closed shown?

Pending tickets are not open tickets and closed tickets are not shown under locked tickets.

...
The point is that i would like to treat a pending ticket like a closed one, until the we get to the date it is pending to.

When you set a ticket to pending reminder it won't appear in the queue view until the pending date is reached. Isn't that exactly what you want?

Yes! But its shown under "Locked Tickets" and i dont want that. It should not be shown anywhere until the pending date is reached.

...
...
If its not possible just say so....

I guess I just don't understand what you want to be possible.

Nils Breunese. _______________________________________________ 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? => http://www.otrs.com/

-- Rene Böhm c.a.p.e. IT GmbH Annaberger Str. 240 09125 Chemnitz Tel.: +49 371 5347-624 Fax.: +49 371 5347-625 Mobil: +49 176 66680681 http://www.cape-it.de Geschäftsführung Rico Barth, Thomas Maier AG Chemnitz, HRB 23192

Alexander Scholler

6:10 a.m.

Hi Mikkel, Mikkel Nielsen schrieb:

...

Hi list!

When i choose to set a ticket as "waiting" and give in a date, how do i manage this ticket to be hidden until the given date?

This can be done easily... Do you know "pending auto"-state-type? If the pending-time is reached, $HOME/bin/PendingJobs.pl (called via cron) changes to state of the ticket automatically. You can use this for you. Add a new state, e.g. pending-review of type pending-auto. pending-review is not within the state listed under Ticket::ViewableStateType, so tickets of this state are now shown within Queue-view. Configure the pending-auto-mechanism under Ticket::StateAfterPending in that way, that the state of an overdue pending-review is changed to e.g. open (or add a new state "open-review" of type open). It's just configuration of OTRS do be done, no code-modification ;-) Bye, Alex

...

Btw. Is there a english forum and/or tecnical-faq for otrs somewhere?

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participants (4)

Alexander Scholler
Mikkel Nielsen
Nils Breunese (Lemonbit)
Rene Böhm