Hello, I just installed OTRS 1.0.2 on a Mandrake 7.2 and it seems to work fine. As it is realy huge, it takes me lots of time to customize it. My first questions come from me and from my workmates that will use it and are demanding many features or way-to-do-that... * Time : Why can't we specify a fractionnal (?) unit time ? It would be so useful for us to count into hours, and to be able to specify 1.5 for "one hour and half", or 0.5 for half an hour... Where in the code is it checked ? * Often, we deal tickets together, but most of the time, only one people is on the problem. How can we do to see that this ticket is managed by this agent ? How can we sort this ? * Will the installation of the next version (in 14 days I think) be easy ? Easy upgrade ? * Next questions will follow, don't worry. * Thank you for OTRS, I think it will honestly *change* my life. -- Nicolas Ecarnot
Hi Nicolas, On Wed, Apr 16, 2003 at 12:56:31PM +0200, Nicolas Ecarnot wrote:
I just installed OTRS 1.0.2 on a Mandrake 7.2 and it seems to work fine. As it is realy huge, it takes me lots of time to customize it. My first questions come from me and from my workmates that will use it and are demanding many features or way-to-do-that...
* Time : Why can't we specify a fractionnal (?) unit time ? It would be so useful for us to count into hours, and to be able to specify 1.5 for "one hour and half", or 0.5 for half an hour... Where in the code is it checked ?
You can set a config option to force time accounting ("$Self->{FrontendNeedAccountedTime} = 1;") and a option to defined the time format name (" $Self->{TimeUnits} = ' (work units)';") -=> e. g. "$Self->{TimeUnits} = ' (hours)';". The value of accounted time can only be integer (because of the database - table time_accounting column time_unit). -=> x.x would work if you change this column format from integer to decimal.
* Often, we deal tickets together, but most of the time, only one people is on the problem. How can we do to see that this ticket is managed by this agent ? How can we sort this ?
Normally you have the queues (topics/categories) and the tickets in there. If somebody is working on the ticket, then the ticket is locked (not shown in the QueueView). -=> If you have a ticket in zoom view, the you will see it if the ticket is locked.
* Will the installation of the next version (in 14 days I think) be easy ? Easy upgrade ?
Yes. a) updated the software package b) updated database (with script) -=> see UPGRADING file in new version
* Thank you for OTRS, I think it will honestly *change* my life.
:)
Nicolas Ecarnot
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 4:58pm up 60 days, 2:21, 6 users, load average: 0.43, 0.45, 0.27
Hello Otrs Team, one of my colleagues made a script in order to increment (minutes) "Time units (work units):" here it is: ********************************************************* var n_worktime =1 setInterval ("incTime()", 1000 * 60 ); function incTime() { n_worktime ++; document.forms.compose.TimeUnits.value = n_worktime; } ********************************************************* This must be pasted in AgentClose.dtl, AgentCompose.dtl, AgentPending.dtl and so on. maybe this will help someone. Regards Daniel Balan
Selon Martin Edenhofer
Hi Nicolas,
Hi Martin,
format name (" $Self->{TimeUnits} = ' (work units)';") -=> e. g. "$Self->{TimeUnits} = ' (hours)';".
I don't really see what that changes ? Is it only related to...labels... somewhere ?
The value of accounted time can only be integer (because of the database - table time_accounting column time_unit).
-=> x.x would work if you change this column format from integer to decimal.
By reading the doc of mysql about the format, I prefered to set it as float(6,2), thus I can enter hours AND minutes. IMHO, I think you should propose such a choice to OTRS users, because the decimal times are very useful : You may want to spend some 1,5 hours on a problem, then 2,5 more hours on the same, and then know that you spent 4 hours on it. To me, it seems more handy then to say 90 minutes + 150 minutes. Don't you think ?
* Often, we deal tickets together, but most of the time, only one people is on the problem. How can we do to see that this ticket is managed by this agent ? How can we sort this ?
Normally you have the queues (topics/categories) and the tickets in there. If somebody is working on the ticket, then the ticket is locked (not shown in the QueueView).
Do you mean that when someone adds a note (proving he IS working on it), this does lock the ticket ? *OR* Do you mean that the normal way of working for the agent is to manually lock a ticket when working on it ? (The second way seems better to me) How did you see this ?
* Thank you for OTRS, I think it will honestly *change* my life.
In fact, I installed it monday, and it already changed my life ;o) -- Nicolas Ecarnot
Hi Nicolas, On Fri, Apr 18, 2003 at 10:52:38AM +0200, Nicolas Ecarnot wrote:
format name (" $Self->{TimeUnits} = ' (work units)';") -=> e. g. "$Self->{TimeUnits} = ' (hours)';".
I don't really see what that changes ? Is it only related to...labels... somewhere ?
Jepp, just the label.
The value of accounted time can only be integer (because of the database table time_accounting column time_unit).
-=> x.x would work if you change this column format from integer to decimal.
By reading the doc of mysql about the format, I prefered to set it as float(6,2), thus I can enter hours AND minutes.
IMHO, I think you should propose such a choice to OTRS users, because the decimal times are very useful : You may want to spend some 1,5 hours on a problem, then 2,5 more hours on the same, and then know that you spent 4 hours on it. To me, it seems more handy then to say 90 minutes + 150 minutes.
Don't you think ?
Ok. I put it on the TODO list for OTRS 1.2.
* Often, we deal tickets together, but most of the time, only one people is on the problem. How can we do to see that this ticket is managed by this agent ? How can we sort this ?
Normally you have the queues (topics/categories) and the tickets in there. If somebody is working on the ticket, then the ticket is locked (not shown in the QueueView).
Do you mean that when someone adds a note (proving he IS working on it), this does lock the ticket ? *OR* Do you mean that the normal way of working for the agent is to manually lock a ticket when working on it ?
(The second way seems better to me)
-=> The second way. If you want to work on it, you need to lock it ( click on 'lock' or 'send answer'). And if a ticket is locked it's not shown in the QueueView.
* Thank you for OTRS, I think it will honestly *change* my life.
In fact, I installed it monday, and it already changed my life ;o)
Hopefully to a better life! =:@)
Nicolas Ecarnot
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972
participants (3)
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Daniel Balan -
Martin Edenhofer -
Nicolas Ecarnot