RE: [otrs] Phone View TO: field
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Chris Salter Sent: Tuesday, October 28, 2003 4:30 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Phone View TO: field
Try adding the following line to your Config.pm file:
$Self->{UnlockTicket} = 1;
This causes tickets to unlock when they're moved to a different queue. At least, it works on my system... :-)
Let me know if that helps!
-- Chris Salter
Thanks for you help btw, I was wondering if that would change the locking for all the users or can I limit it to the user in question? Also I found in the documentation what you were talking about (ASP).
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Erik Mathis - ATL Dunwoody Staff Sent: October 28, 2003 4:13 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Phone View TO: field
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Chris Salter Sent: Tuesday, October 28, 2003 3:46 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Phone View TO: field
Hi Erik,
Do you have two queues then, one for your receptionists and one for your help desk? If so, you should have it configured with two groups as well, "Receptionists" and "Helpdesk" (names can be different, of course). The Receptionist queue should be associated with the Receptionist group, and Helpdesk queue with the Helpdesk group. Then, when your receptionists take a call, they put it in the Receptionist queue and then move it to the Helpdesk queue.
When I try that, it locks the ticket and makes them the owner. So even if they move the ticket, it is still in the locked queue.
What might cause a problem is if you've got your system set up to prevent people from transferring tickets to queues they don't have access to. I forget the name of that setting... Something to do with ASP. It's in the manual, at any rate. If you've got that turned on and it's possible to turn it off, that would probably solve your problem.
I haven't enabled that.
Does this help?
-- Chris Salter
Erik Mathis
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Erik Mathis - ATL Dunwoody Staff Sent: October 28, 2003 3:25 PM To: otrs@otrs.org Subject: [otrs] Phone View TO: field
Our Receptionists take incoming calls and forwarded them to our helpdesk using their email clients. They also get emails from our messaging company which they decrypt and forward on to the correct person.
I have setup my OTRS 1.1.3 install to handle the emails from the messaging company. This worked great. I gave them there own username, group, and queue.
But when they go and use the Phoneview, they can only send the ticket to them self's? Now if I add them to the users group, they are able to send the ticket to the helpdesk, but they then have users rights, and can read and work tickets.
Is there a way to either add a list of "Authorized address" or free type in a address? For the PhoneView only?
Erik Mathis AIU Dunwoody Network Administrator
_______________________________________________ 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 oder Consulting f|r Ihr OTRS System?
_______________________________________________ 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 oder Consulting f|r Ihr OTRS System?
That would change the behaviour for the entire system, so any time anyone transferred a ticket to another queue it would unlock automatically. I don't think you can set it per-user. Glad I could help! Let me know if you need anything else. -- Chris Salter -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Erik Mathis - ATL Dunwoody Staff Sent: October 28, 2003 4:36 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Phone View TO: field
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Chris Salter Sent: Tuesday, October 28, 2003 4:30 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Phone View TO: field
Try adding the following line to your Config.pm file:
$Self->{UnlockTicket} = 1;
This causes tickets to unlock when they're moved to a different queue. At least, it works on my system... :-)
Let me know if that helps!
-- Chris Salter
Thanks for you help btw, I was wondering if that would change the locking for all the users or can I limit it to the user in question? Also I found in the documentation what you were talking about (ASP).
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Erik Mathis - ATL Dunwoody Staff Sent: October 28, 2003 4:13 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Phone View TO: field
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Chris Salter Sent: Tuesday, October 28, 2003 3:46 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Phone View TO: field
Hi Erik,
Do you have two queues then, one for your receptionists and one for your help desk? If so, you should have it configured with two groups as well, "Receptionists" and "Helpdesk" (names can be different, of course). The Receptionist queue should be associated with the Receptionist group, and Helpdesk queue with the Helpdesk group. Then, when your receptionists take a call, they put it in the Receptionist queue and then move it to the Helpdesk queue.
When I try that, it locks the ticket and makes them the owner. So even if they move the ticket, it is still in the locked queue.
What might cause a problem is if you've got your system set up to prevent people from transferring tickets to queues they don't have access to. I forget the name of that setting... Something to do with ASP. It's in the manual, at any rate. If you've got that turned on and it's possible to turn it off, that would probably solve your problem.
I haven't enabled that.
Does this help?
-- Chris Salter
Erik Mathis
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Erik Mathis - ATL Dunwoody Staff Sent: October 28, 2003 3:25 PM To: otrs@otrs.org Subject: [otrs] Phone View TO: field
Our Receptionists take incoming calls and forwarded them to our helpdesk using their email clients. They also get emails from our messaging company which they decrypt and forward on to the correct person.
I have setup my OTRS 1.1.3 install to handle the emails from the messaging company. This worked great. I gave them there own username, group, and queue.
But when they go and use the Phoneview, they can only send the ticket to them self's? Now if I add them to the users group, they are able to send the ticket to the helpdesk, but they then have users rights, and can read and work tickets.
Is there a way to either add a list of "Authorized address" or free type in a address? For the PhoneView only?
Erik Mathis AIU Dunwoody Network Administrator
_______________________________________________ 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 oder Consulting f|r Ihr OTRS System?
_______________________________________________ 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 oder Consulting f|r Ihr OTRS System?
_______________________________________________ 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 oder Consulting f|r Ihr OTRS System?
participants (2)
-
Chris Salter -
Erik Mathis - ATL Dunwoody Staff