I'm really motoring with my OTRS install, thanks guys I like what I see so far. Is it possible to 1/ delete system email addresses preferably via the front end? 2/ have a link in agentview to see all closed tickets? 3/ authenticate new customers (in a similar way to subscribing to this list)? 4/ allow agents to move or escalate to queues via the existing drop-down but to queues which they don't have queueview access to ? btw I'm installing OTRS along side Request Tracker and Bugzilla, is anyone out there migrating from these two to OTRS? I only wish to have one system running 5/ why do the OTRS team use Bugzilla and not their own product? Thanks Philippa Strange
Hi Philippa, On Tue, Feb 25, 2003 at 03:36:10PM -0000, Strange, PJ (Philippa) wrote:
1/ delete system email addresses preferably via the front end?
Yes, set the system email address to invalid an the address is just used for old settings but not for new. -=> More: http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/faq.html#AEN1127
2/ have a link in agentview to see all closed tickets?
You have a link (Utilities => Ticket Status) to see all open (locked and unlocked) tickets. A ticket browser by date (of all ticket) is on the todo list.
3/ authenticate new customers (in a similar way to subscribing to this list)?
You mean for new customer-accounts? Yes, it's also on the todo list.
4/ allow agents to move or escalate to queues via the existing drop-down but to queues which they don't have queueview access to ?
Yes, it's possible (config option).
btw I'm installing OTRS along side Request Tracker and Bugzilla, is anyone out there migrating from these two to OTRS? I only wish to have one system running
I think "just one system" depends on your system requirements! Maybe you need to have two systems.
5/ why do the OTRS team use Bugzilla and not their own product?
The goals are different. Bugzilla is a bug tracking product and OTRS is mainly a trouble ticket system. -=> Of course the design of both is open enough to use if in many other ways (e. g. CRM).
Philippa Strange
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson
-----Ursprüngliche Nachricht----- Von: Strange, PJ (Philippa) Gesendet: Dienstag, 25. Februar 2003 16:36
Is it possible to 2/ have a link in agentview to see all closed tickets?
It's now included in CVS. Details: Update these to given version no. (by the time of this writing) /Kernel/Modules/AgentStatusView.pm 1.7 /Kernel/Output/HTML/Lite/AgentUtilTicketStatus.dtl 1.5 /Kernel/Output/HTML/Lite/AgentStatusView.dtl 1.7 And, if you want and need to: /Kernel/Language/de.pm 1.16 Regards, Robert
Robert Kehl writes:
Is it possible to 2/ have a link in agentview to see all closed tickets?
It's now included in CVS.
Details:
Update these to given version no. (by the time of this writing) /Kernel/Modules/AgentStatusView.pm 1.7 /Kernel/Output/HTML/Lite/AgentUtilTicketStatus.dtl 1.5 /Kernel/Output/HTML/Lite/AgentStatusView.dtl 1.7
I've installed these files, but if I click on any U or D in the overview of closed tickets I get a sorted list of open tickets. Are there more files to download, or is that an oversight that needs to be fixed? Jim
Hi Jim, On Mon, Mar 03, 2003 at 03:46:33PM +0000, J.K.Wight@newcastle.ac.uk wrote:
Is it possible to 2/ have a link in agentview to see all closed tickets?
It's now included in CVS.
Details:
Update these to given version no. (by the time of this writing) /Kernel/Modules/AgentStatusView.pm 1.7 /Kernel/Output/HTML/Lite/AgentUtilTicketStatus.dtl 1.5 /Kernel/Output/HTML/Lite/AgentStatusView.dtl 1.7
I've installed these files, but if I click on any U or D in the overview of closed tickets I get a sorted list of open tickets. Are there more files to download, or is that an oversight that needs to be fixed?
Thanks! :) I fixed it. Update Kernel/Output/HTML/*/AgentStatusView.dtl.
Jim
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.
participants (4)
-
J.K.Wight＠newcastle.ac.uk -
Martin Edenhofer -
Robert Kehl -
Strange, PJ (Philippa)