RE: [otrs] Chaning To field in 'New Ticket' window
You will see the names of the queues of the queues in the groups you are a member of. So a queue is member of a group and an user is member of a group. An user (agent) will only see "his" queues in the TO field. So make new queues (A,B), make these queues member of a new group (X), make your users member of this new group (X) and these queues (A,B) will show up. Peter ________________________________ Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Andrew Whalen Verzonden: maandag 7 februari 2005 11:11 Aan: otrs@otrs.org Onderwerp: [otrs] Chaning To field in 'New Ticket' window Hello, I would like to change the 'To:' field in the New Ticket window. By default I see Junk, Misc, Postmaster, and Raw. I would like to delete these and make my own options. As I understand it these are the default queues in OTRS. Is there a way to change these? (I tried creating customer queues, but they didn't show up!) Thanks! Andrew Andrew Whalen CTO NetDialog bv Virtualizing Technology. http://www.netdialog.biz http://www.netdialog.biz/
Thanks Peter. Actually, I meant the New Ticket window for a customer. However I discovered that this is simpler than I thought. I simply renamed the deafult queues and this worked! I also deleted the queues I didn't need from the database. One additional problem I have now however is that I would like to specify what the default queue is that is shown in the New Ticket window when a customer creates a new ticket. At the moment the queue names are sorted alphabetically, however I want to specify a different default queue. Thanks in advance, Regards, Andrew -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter van Beugen Sent: 07 February 2005 11:25 To: User questions and discussions about OTRS. Subject: RE: [otrs] Chaning To field in 'New Ticket' window You will see the names of the queues of the queues in the groups you are a member of. So a queue is member of a group and an user is member of a group. An user (agent) will only see "his" queues in the TO field. So make new queues (A,B), make these queues member of a new group (X), make your users member of this new group (X) and these queues (A,B) will show up. Peter _____ Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Andrew Whalen Verzonden: maandag 7 februari 2005 11:11 Aan: otrs@otrs.org Onderwerp: [otrs] Chaning To field in 'New Ticket' window Hello, I would like to change the 'To:' field in the New Ticket window. By default I see Junk, Misc, Postmaster, and Raw. I would like to delete these and make my own options. As I understand it these are the default queues in OTRS. Is there a way to change these? (I tried creating customer queues, but they didn't show up!) Thanks! Andrew Andrew Whalen CTO NetDialog bv Virtualizing Technology. http://www.netdialog.biz/ http://www.netdialog.biz
Hi We have started using OTRS as our support system. It works quite well. Thanks. However, I have few questions: 1. Is it possible to delete a queue? I created some I do not need. 2. Can users change (i.e. support people) change their email. It does not seem possible in the preferences area. 3. I got quite lot of Perl errors. I reported two as error #681 and #682. 4. We would really like that the queues could be viewed similarly to how to view issues on a mailing list. Does that make sense? Is that something you have considered? For instance I as a manager would like to follow what my employees are doing. I know you can do a search but it is not convenient browsing. 5. [My queues] in the preference section is not intuitive. Say you have Que1 Que2 Que3 and you want to added Que1 and Que3. How do you do that? Regards Erling ************************************************************************* MOSEK ApS C/O Symbion Science Park Fruebjergvej 3, Boks 16 DK-2100 Copenhagen O Denmark Phone (work): +45 3917 9907 Mobile-phone: +45 2362 9520 Fax: +45 3917 9823 Email: e.d.andersen@mosek.com Homepage: http://erling.andersen.name http://www.mosek.com/homepages/e.d.andersen/ *************************************************************************
Hello Mr. Andersen,
We have started using OTRS as our support system. It works quite well. Thanks.
Thats nice to hear! Thanks very much too!
However, I have few questions: 1. Is it possible to delete a queue? I created some I do not need.
No, you can`t delete Queues, because the Database needs unique Keys and when you delete a Queue,the Dates are perhaps inconsistent. You can set the Queues invalid, or you can rename it. If you set the Queues Invalid, in the Agent Interface you can`t see them.
2. Can users change (i.e. support people) change their email. It does not seem possible in the preferences area.
No, user can`t change her Emailadresses. Only the OTRS Admin can change the Emailadress.
3. I got quite lot of Perl errors. I reported two as error #681 and #682.
Thanks! We have a look. If you want assure response time, please look at www.otrs.de for a support contract.
4. We would really like that the queues could be viewed similarly to how to view issues on a mailing list. Does that make sense? Is that something you have considered? For instance I as a manager would like to follow what my employees are doing. I know you can do a search but it is not convenient browsing.
Sorry, I do not understand what you meen.
5. [My queues] in the preference section is not intuitive. Say you >have
Que1 Que2 Que3
and you want to added Que1 and Que3. How do you do that?
You can do that with ctrl + your choice. Please write next time for each subject a own Mail, so can the people have a better overview. I wish you a nice day, Stefan Rother -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
Dear Stefan,
However, I have few questions: 1. Is it possible to delete a queue? I created some I do not need.
No, you can`t delete Queues, because the Database needs unique Keys and when you delete a Queue,the Dates are perhaps inconsistent. You can set the Queues invalid, or you can rename it. If you set the Queues Invalid, in the Agent Interface you can`t see them.
That make sense. It also clarifies to me what "valid" and "invalid" means.
2. Can users change (i.e. support people) change their email. It does > not seem possible in the preferences area.
No, user can`t change her Emailadresses. Only the OTRS Admin can change the Emailadress.
Ok.
3. I got quite lot of Perl errors. I reported two as error #681 and >#682.
Thanks! We have a look. If you want assure response time, please look at www.otrs.de for a support contract.
They are not crucial at all. But it make OTRS looks a bit bad because they very elementary.
4. We would really like that the queues could be viewed similarly to >how to view issues on a mailing list. Does that make sense? Is that something you have >considered? For instance I as a manager would like to follow what my >employees are doing. I know you can do a search but it is not >convenient browsing.
Sorry, I do not understand what you meen.
In mailing like this one you can read all posts in threaded form e.g. http://lists.otrs.org/pipermail/otrs/2005-February/thread.html I would like to have viewed all the tickets in queue in the same. I mean so I can 1. See what tickets are there in the queue. 2. Dig down into ticket to see the communication between the agent and the customer. So I can follow what is happening in the queues just like I follow a news list. Maybe that does not make sense. Or does it?
and you want to added Que1 and Que3. How do you do that?
You can do that with ctrl + your choice.
I did not know the ctrl + thing. It solves a another problem for me. Thanks.
Please write next time for each subject a own Mail, so can the people have a better overview.
I will.
I wish you a nice day,
Thanks.
-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
I try to make sense of the German on your web site. It is a little hard. [Your implicit sending the signal that your support contracts is only for German speaking customers I think.] Regards Erling
_______________________________________________ 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 für Ihr OTRS System? => http://www.otrs.de/
************************************************************************* MOSEK ApS C/O Symbion Science Park Fruebjergvej 3, Boks 16 DK-2100 Copenhagen O Denmark Phone (work): +45 3917 9907 Mobile-phone: +45 2362 9520 Fax: +45 3917 9823 Email: e.d.andersen@mosek.com Homepage: http://erling.andersen.name http://www.mosek.com/homepages/e.d.andersen/ *************************************************************************
Hi Every time we select a ticket for bulk action a small window pop up and says Ticket selected for bulk action Ok we find that rather annoying. Can we avoid that additional Window? Erling ************************************************************************* MOSEK ApS C/O Symbion Science Park Fruebjergvej 3, Boks 16 DK-2100 Copenhagen O Denmark Phone (work): +45 3917 9907 Mobile-phone: +45 2362 9520 Fax: +45 3917 9823 Email: e.d.andersen@mosek.com Homepage: http://erling.andersen.name http://www.mosek.com/homepages/e.d.andersen/ *************************************************************************
Hello Mr. Andersen,
4. We would really like that the queues could be viewed similarly to >how to view issues on a mailing list. Does that make sense? Is that something you have >considered? For instance I as a manager would like to follow what my >employees are doing. I know you can do a search but it is not >convenient browsing.
Sorry, I do not understand what you meen.
In mailing like this one you can read all posts in threaded form e.g.
http://lists.otrs.org/pipermail/otrs/2005-February/thread.html
I would like to have viewed all the tickets in queue in the same. I mean so I can
1. See what tickets are there in the queue. 2. Dig down into ticket to see the communication between the agent and the customer.
So I can follow what is happening in the queues just like I follow a news list. Maybe that does not make sense. Or does it?
No, OTRS did not supported that.
I try to make sense of the German on your web site. It is a little hard. [Your implicit sending the signal that your support contracts is only for German speaking customers I think.]
Yes, I think so too! We work on this problem. Thank you! with kind regards, Stefan Rother -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
At 10:50 AM 2/9/2005, you wrote:
Hello Mr. Andersen,
4. We would really like that the queues could be viewed similarly to >how to view issues on a mailing list. Does that make sense? Is that something you have >considered? For instance I as a manager would like to follow what my >employees are doing. I know you can do a search but it is not >convenient browsing.
Sorry, I do not understand what you meen.
In mailing like this one you can read all posts in threaded form e.g. http://lists.otrs.org/pipermail/otrs/2005-February/thread.html I would like to have viewed all the tickets in queue in the same. I mean so I can 1. See what tickets are there in the queue. 2. Dig down into ticket to see the communication between the agent and the customer. So I can follow what is happening in the queues just like I follow a news list. Maybe that does not make sense. Or does it?
No, OTRS did not supported that.
Sorry. But does NO imply it does not make sense. Or only that is not currently possible (and maybe never will be). If it make sense we might develop or sponsor the development of such a thing.
I try to make sense of the German on your web site. It is a little hard. [Your implicit sending the signal that your support contracts is only for German speaking customers I think.]
Yes, I think so too! We work on this problem. Thank you!
Good. Erling
with kind regards,
Stefan Rother
-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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 für Ihr OTRS System? => http://www.otrs.de/
************************************************************************* MOSEK ApS C/O Symbion Science Park Fruebjergvej 3, Boks 16 DK-2100 Copenhagen O Denmark Phone (work): +45 3917 9907 Mobile-phone: +45 2362 9520 Fax: +45 3917 9823 Email: e.d.andersen@mosek.com Homepage: http://erling.andersen.name http://www.mosek.com/homepages/e.d.andersen/ *************************************************************************
Hello Mr. Andersen, [...]
Sorry. But does NO imply it does not make sense. Or only that is not currently possible (and maybe never will be). If it make sense we might develop or sponsor the development of such a thing. [...]
Ah, now I know what you meen. I think it`s possible, but very specific. If you need this feature, please write a Email to sales@otrs.de. Thank you! with kind regards, Stefan Rother -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
participants (4)
-
Andrew Whalen -
Erling D. Andersen -
Peter van Beugen -
Stefan Rother