Available tickets and article actions

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Re: [otrs] Ticket Solution Time

Arlene Wu

10 Mar 2009 10 Mar '09

8:26 a.m.

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Jeremy Adams

10 Mar 10 Mar

12:47 p.m.

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We have 5000 tickets in Junk queue, but only 1200 of them are available, why? Can we set the >available value?

Are they locked? Locked tkts don't show in the queue. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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Arlene Wu 03/10/09 3:26 AM >>> Hi,

I have two confusing questions: 1. Some articles could be printed, forwarded, bounced and split, but some could only be printed, forwarded and split. What kind of articles does not have the bounce option? 2. We have 5000 tickets in Junk queue, but only 1200 of them are available, why? Can we set the available value? Thanks, Arlene

Jeffery Chen Fan

20 May 20 May

9:13 a.m.

dear all, who can answer question 1? i have the same question. 1. Some articles could be printed, forwarded, bounced and split, but some could only be printed, forwarded and split. What kind of articles does not have the bounce option? On Tue, Mar 10, 2009 at 8:47 PM, Jeremy Adams wrote:

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We have 5000 tickets in Junk queue, but only 1200 of them are available, why? Can we set the >available value?

Are they locked? Locked tkts don't show in the queue.

Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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Arlene Wu 03/10/09 3:26 AM >>> Hi,

I have two confusing questions:

1. Some articles could be printed, forwarded, bounced and split, but some could only be printed, forwarded and split. What kind of articles does not have the bounce option? 2. We have 5000 tickets in Junk queue, but only 1200 of them are available, why? Can we set the available value?

Thanks, Arlene

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Arlene Wu

9:52 a.m.

Jeffery Chen Fan

21 May 21 May

12:57 a.m.

what means articles from customers? phone-ticket ? email-ticket ? customer web interface ? On Wed, May 20, 2009 at 5:52 PM, Arlene Wu wrote:

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Only articles from customers could be split and bounced.

-- Jeffery ___ /\__\ "What is the world coming to?" \/__/

Jeffery Chen Fan

1:23 a.m.

have reading the source code, found the answer, The condition is For Bounce Link (senderType = customer and articleType is not begin with note.) or (articleType is email-external.) For Split Link (senderType = customer) and (articleType is not begin with note).  $Text{"$Data{"ArticleBounceString"}"}</a>  # check if split should be shown  $Text{"$Data{"ArticleSplitString"}"}</a>  # select the output template if ( $Article{ArticleType} =~ /^note/i ) { # without compose links! if ( $Param{CustomerUserID} && $Param{CustomerUserID} =~ /^$Self->{UserLogin}$/i && $Self->{ConfigObject}->Get('Ticket::AgentCanBeCustomer') ) { $Self->{LayoutObject}->Block( Name => 'AgentIsCustomer', Data => { %Param, %Article, %AclAction }, ); } $Self->{LayoutObject}->Block( Name => 'AgentArticleCom', Data => { %Param, %Article, %AclAction }, ); # check if print link should be shown if ( $Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketPrint} && ( !defined( $AclAction{AgentTicketPrint} ) || $AclAction{AgentTicketPrint} ) ) { my $OK = $Self->{TicketObject}->Permission( Type => 'ro', TicketID => $Param{TicketID}, UserID => $Self->{UserID}, LogNo => 1, ); if ($OK) { $Self->{LayoutObject}->Block( Name => 'AgentArticleComPrint', Data => { %Param, %Article, %AclAction }, ); } } } else { # without all! if ( $Param{CustomerUserID} && $Param{CustomerUserID} =~ /^$Self->{UserLogin}$/i && $Self->{ConfigObject}->Get('Ticket::AgentCanBeCustomer') ) { $Self->{LayoutObject}->Block( Name => 'AgentIsCustomer', Data => { %Param, %Article, %AclAction }, ); } On Thu, May 21, 2009 at 8:57 AM, Jeffery Chen Fan wrote:

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what means articles from customers? phone-ticket ? email-ticket ? customer web interface ?

On Wed, May 20, 2009 at 5:52 PM, Arlene Wu wrote:

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Only articles from customers could be split and bounced.

-- Jeffery ___ /\__\ "What is the world coming to?" \/__/

-- Jeffery ___ /\__\ "What is the world coming to?" \/__/

Maurice James

12:07 a.m.

Only articles that were received as an external email can be bounced From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeffery Chen Fan Sent: Wednesday, May 20, 2009 5:14 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Available tickets and article actions dear all, who can answer question 1? i have the same question. 1. Some articles could be printed, forwarded, bounced and split, but some could only be printed, forwarded and split. What kind of articles does not have the bounce option? On Tue, Mar 10, 2009 at 8:47 PM, Jeremy Adams wrote:

...

We have 5000 tickets in Junk queue, but only 1200 of them are available, why? Can we set the >available value?

Are they locked? Locked tkts don't show in the queue. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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Arlene Wu 03/10/09 3:26 AM >>>

Hi, I have two confusing questions: 1. Some articles could be printed, forwarded, bounced and split, but some could only be printed, forwarded and split. What kind of articles does not have the bounce option? 2. We have 5000 tickets in Junk queue, but only 1200 of them are available, why? Can we set the available value? Thanks, Arlene --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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Arlene Wu
Jeffery Chen Fan
Jeremy Adams
Maurice James