Greetings, 1. Does OTRS have a 'guest' account feature? 2. Does a 'note-internal' make it so ppl other then in that group can read the note? If not does that ability exist? For example if I am in the engineering queue and I add a 'note-internal' can ppl in the 'QA' queue see the notes? I am looking for a private note ability. 3. Can I get all the queues to show, instead of only showing when a ticket is there? 4. Is there an area where I can view completed tickets? 5. Once an escalation time has been reached, can a page be sent also? 6. When a new ticket is created with a high priority can OTRS page at ticket creation? Thank you again, Andrew
Hi Andrew, On Tue, Apr 01, 2003 at 01:33:05PM -0500, -----@coxnews.com wrote:
1. Does OTRS have a 'guest' account feature?
In OTRS 1.1 you will have the possibility of rw/ro group member. -=> So if you add a new user (named guest) and you add your user "ro" to one or more groups, then you will have a guest account.
2. Does a 'note-internal' make it so ppl other then in that group can read the note? If not does that ability exist? For example if I am in the engineering queue and I add a 'note-internal' can ppl in the 'QA' queue see the notes? I am looking for a private note ability.
There is no 'private note ability'. Because there is each note important to each agent (normally).
3. Can I get all the queues to show, instead of only showing when a ticket is there?
There is a ShowAllOpenTicket view in OTRS 1.0 (Utilities -=> Ticket Status).
4. Is there an area where I can view completed tickets?
In OTRS 1.1 you will have a ShowAllOpenTicket and ShowAllClosedTicket view (Utilities).
5. Once an escalation time has been reached, can a page be sent also?
Not yet. But would be possible ot implement!
6. When a new ticket is created with a high priority can OTRS page at ticket creation?
The sort order in QueueView is priority,createtime. That's all.
Andrew
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.
1. Does OTRS have a 'guest' account feature?
In OTRS 1.1 you will have the possibility of rw/ro group member.
-=> So if you add a new user (named guest) and you add your user "ro" to one or more groups, then you will have a guest account.
Can this guest user create tickets? or just view?
4. Is there an area where I can view completed tickets?
In OTRS 1.1 you will have a ShowAllOpenTicket and ShowAllClosedTicket view (Utilities).
I do not seem to have a 'ShowAllClosedTicket' view in utilities. Do I need to set a variable first?
5. Once an escalation time has been reached, can a page be sent also?
Not yet. But would be possible ot implement!
Ok. Could this be done currently if a pager has an email address? Andrew
Hi Andrew, On Tue, Apr 01, 2003 at 04:10:53PM -0500, -----@coxnews.com wrote:
1. Does OTRS have a 'guest' account feature?
In OTRS 1.1 you will have the possibility of rw/ro group member.
-=> So if you add a new user (named guest) and you add your user "ro" to one or more groups, then you will have a guest account.
Can this guest user create tickets? or just view?
It depends on your settings. But normally not.
4. Is there an area where I can view completed tickets?
In OTRS 1.1 you will have a ShowAllOpenTicket and ShowAllClosedTicket view (Utilities).
I do not seem to have a 'ShowAllClosedTicket' view in utilities. Do I need to set a variable first?
No. Agent interface -=> Utilities -=> Ticket Status (bottom of site).
5. Once an escalation time has been reached, can a page be sent also?
Not yet. But would be possible ot implement!
Ok. Could this be done currently if a pager has an email address?
No, I need to write a little script (which looks in the DB if there is a ticket where the escalation time has been reached). -=> Then you can send this info via email to a pager. PS: I put it to the TODO list.
Andrew
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
Thanks for all the assistance!
4. Is there an area where I can view completed tickets?
In OTRS 1.1 you will have a ShowAllOpenTicket and ShowAllClosedTicket view (Utilities).
I do not seem to have a 'ShowAllClosedTicket' view in utilities. Do I need to set a variable first?
No. Agent interface -=> Utilities -=> Ticket Status (bottom of site).
I know I am probably missing something very simple, but if I am in the AgentFrontEnd -> Utilites -> Ticket Status, all I see is one line like: Provides an overview of all open tickets. So you see what is going on in your system. Where 'open tickets' is a link. This link does indeed show me all open tickets, but I cannot see how I can see all Closed tickets with this. Thank you very much! Drew
On Wed, Apr 02, 2003 at 11:34:22AM -0500, -----@coxnews.com wrote:
4. Is there an area where I can view completed tickets?
In OTRS 1.1 you will have a ShowAllOpenTicket and ShowAllClosedTicket view (Utilities).
I do not seem to have a 'ShowAllClosedTicket' view in utilities. Do I need to set a variable first?
No. Agent interface -=> Utilities -=> Ticket Status (bottom of site).
I know I am probably missing something very simple, but if I am in the AgentFrontEnd -> Utilites -> Ticket Status, all I see is one line like:
Provides an overview of all open tickets. So you see what is going on in your system.
Where 'open tickets' is a link. This link does indeed show me all open tickets, but I cannot see how I can see all Closed tickets with this.
Sorry. ShowAllClosedTicket only in >= OTRS 1.1. ,-)
Drew
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.
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