James,
I understand what you say.
But here we can make it easy by saying it should respect what is in the queueview (so the ticket displayed in the page where they do the click or zoom ).
Coming from the development (cobol, turbo pascal, access and co) I can totally understand that it is not an so easy programmation to do.
Here it will say :
- save the current list (and the next pages if any) with no ticket and status
- go to ticket view when a click is done
- display the down button only if you are on the first event in the list
- display only the previous button if you are on the last event in the list
- go to request ticket and display a message if the status has changed from what is in the list
...
Then the annoying questions .. what to do when agents come from the dashboard ... and so on (in my opinion the next and previous should be activated only from coming from the queue view)
But it can always be done ... just a matter of priority :)
And I think that these kind of requests are totally "honest" in the point of view of users who are used to treat lot of emails in outlook and now lot of tickets via OTRS.
IT People don't work the whole day by treating tickets (including myself :) so there are things that users asked that are really important to simplify the OTRS use ...
Am I the only one to have this request from agents???
bye
Philippe Martignier
Communications Division
Customer Service Section
Email : Philippe.Martignier@wipo.int
Phone : 00 41 022 338 72 36
Building : GB II
Office : 0,3
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org
Sent: mercredi, 3. février 2010 23:48
To: otrs@otrs.org
Subject: otrs Digest, Vol 17, Issue 20
Send otrs mailing list submissions to
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When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."
Today's Topics:
1. Re: ITSM otrs (Bryan Michael Baldwin)
2. Shifting Customer Page (Eric Banks)
3. Re: Groups of customers (Nils Leideck - ITSM)
4. Re: Next and previous item : ala Outlook (Nils Leideck - ITSM)
5. Re: Next and previous item : ala Outlook (James Morgan)
----------------------------------------------------------------------
Message: 1
Date: Thu, 04 Feb 2010 08:13:16 +1300
From: Bryan Michael Baldwin
Hi,
I am new to OTRS trying ITSM module. I am looking at suggestions, how to get all the assets mapped to OTRS and I could not understand how to add "functionality" which is there in [ General Catalog Management ]class.
Business asset records can be created in the Config Item section
(selected at the top of the OTRS screen), and item configuration classes
can be added/edited from the General Catalog hyperlink under Admin. Have
you also installed the ITSMConfigurationManagement module in Package
Manager?
Bryan
------------------------------
Message: 2
Date: Wed, 3 Feb 2010 16:35:47 -0500
From: "Eric Banks"
Martignier, Philippe wrote : [...]
Am I the only one to have this request from agents???
Hello Philippe, we don't have this problem, because we use a kind of read status like in outlook : - we defined a binding sort order for tickets - the first ticket to read is the first ticket in the queue based on the sort order - after the ticket is read we do something with it and mark it as read (the technical details depend on your workflow) - then we go on to the next ticket So instead of jumping from ticket to ticket, we read a ticket, mark it as read and go to the next unread ticket. Usally this is the same way with emails, unless your workflow makes it necessary to run quickly over all emails / tickets without completly reading them. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
Philippe,
To clarify, I didn't say it definitely couldn't be done - but moreso that the time that would be invested in it would be great, and the ramifications of doing so very inconvenient.
There's no reason the built ticket index for back and forward would need to be done via a visit to the Queueview page, as it could be done programmatically.
James.
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martignier, Philippe
Sent: Thursday, 4 February 2010 7:56 PM
To: 'otrs@otrs.org'
Subject: Re: [otrs] Next and previous item : ala Outlook
James,
I understand what you say.
But here we can make it easy by saying it should respect what is in the queueview (so the ticket displayed in the page where they do the click or zoom ).
Coming from the development (cobol, turbo pascal, access and co) I can totally understand that it is not an so easy programmation to do.
Here it will say :
- save the current list (and the next pages if any) with no ticket and status
- go to ticket view when a click is done
- display the down button only if you are on the first event in the list
- display only the previous button if you are on the last event in the list
- go to request ticket and display a message if the status has changed from what is in the list
...
Then the annoying questions .. what to do when agents come from the dashboard ... and so on (in my opinion the next and previous should be activated only from coming from the queue view)
But it can always be done ... just a matter of priority :)
And I think that these kind of requests are totally "honest" in the point of view of users who are used to treat lot of emails in outlook and now lot of tickets via OTRS.
IT People don't work the whole day by treating tickets (including myself :) so there are things that users asked that are really important to simplify the OTRS use ...
Am I the only one to have this request from agents???
bye
Philippe Martignier
Communications Division
Customer Service Section
Email : Philippe.Martignier@wipo.int
Phone : 00 41 022 338 72 36
Building : GB II
Office : 0,3
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org
Sent: mercredi, 3. février 2010 23:48
To: otrs@otrs.org
Subject: otrs Digest, Vol 17, Issue 20
Send otrs mailing list submissions to
otrs@otrs.org
To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
otrs-request@otrs.org
You can reach the person managing the list at
otrs-owner@otrs.org
When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."
Today's Topics:
1. Re: ITSM otrs (Bryan Michael Baldwin)
2. Shifting Customer Page (Eric Banks)
3. Re: Groups of customers (Nils Leideck - ITSM)
4. Re: Next and previous item : ala Outlook (Nils Leideck - ITSM)
5. Re: Next and previous item : ala Outlook (James Morgan)
----------------------------------------------------------------------
Message: 1
Date: Thu, 04 Feb 2010 08:13:16 +1300
From: Bryan Michael Baldwin
Hi,
I am new to OTRS trying ITSM module. I am looking at suggestions, how to get all the assets mapped to OTRS and I could not understand how to add "functionality" which is there in [ General Catalog Management ]class.
Business asset records can be created in the Config Item section
(selected at the top of the OTRS screen), and item configuration classes
can be added/edited from the General Catalog hyperlink under Admin. Have
you also installed the ITSMConfigurationManagement module in Package
Manager?
Bryan
------------------------------
Message: 2
Date: Wed, 3 Feb 2010 16:35:47 -0500
From: "Eric Banks"
participants (3)
-
Alexander Halle -
James Morgan -
Martignier, Philippe