Hello, Thank you all for doing such a great job on OpenTRS. I have some questions I was wondering if you could answer. 1) I noticed in the AdminArea, there is a 'Status defs' option. Are these ticket states? Because I added one that said "Waiting_for_user_reply". When I go to my QueueView to send a response, I was not able to assign "Waiting_for_user_reply" as a ticket state. I only saw the 3 normal ones, "Open", "Closed Successful", and "Closed Unsuccessful". If the 'Status defs' were not ticket states, what are they? 2) Also, I have a related question. We use OpenTRS as a technical support helpdesk. Most of our users never reply to tell us that the problem is fixed. Is there a way to mark a ticket as "Waiting_for_user_reply" and set an expiration date of 2 weeks. If the user replies with more problems within two weeks, then the ticket is open, or else, the ticket becomes closed automatically. How can I implement this? 3) I was wondering if there was a way to change the ticket number after it has been assigned. Lets say I have a user who asks me a question. I answer it and then marked the ticket to be closed. When the user replies, the user has a related question. However, since the ticket is closed, a new ticket number is assigned. I would want to change the ticket number to be that of the first email. Can we have an option to change the ticket number? Or how can I implement it myself? This question is similar to merging tickets. 4) Is there an easy way to look through old closed tickets without searching for them? I think it would be really helpful to have an archive link that would bring up a page with a few folders that correspond to ticket states. Emails that were marked closed successful would all be in a folder and tickets marked closed unsuccessful would be in a folder. I think this would be a useful tool. Once again, I want to say how much I admire your hard work on OpenTRS. It is a great product. Any response to this would be greatly appreciated. Best Regards, =Diane
Hi Diane, On Mon, Aug 26, 2002 at 08:30:41PM -0700, Diane Shieh wrote:
Thank you all for doing such a great job on OpenTRS. I have some [...]
Thanks! :-))
1) I noticed in the AdminArea, there is a 'Status defs' option. Are these ticket states? Because I added one that said "Waiting_for_user_reply". When I go to my QueueView to send a response, I was not able to assign "Waiting_for_user_reply" as a ticket state. I only saw the 3 normal ones, "Open", "Closed Successful", and "Closed Unsuccessful". If the 'Status defs' were not ticket states, what are they?
Ja, if you want this ticket state in the compose screen, add in Kernel/Config.pm the state: [...] # next possible states for compose message $Self->{DefaultNextComposeTypePossible} = [ 'open', 'Waiting_for_user_reply', 'closed succsessful', 'closed unsuccsessful', ]; [...] This is a array of the shown states in the compose screen.
2) Also, I have a related question. We use OpenTRS as a technical support helpdesk. Most of our users never reply to tell us that the problem is fixed. Is there a way to mark a ticket as "Waiting_for_user_reply" and set an expiration date of 2 weeks. If the user replies with more problems within two weeks, then the ticket is open, or else, the ticket becomes closed automatically. How can I implement this?
It's not so easy, this "pending feature" will be implemented in Beta9 (http://lists.otrs.org/pipermail/otrs/2002-July/000124.html). ;-)
3) I was wondering if there was a way to change the ticket number after it has been assigned. Lets say I have a user who asks me a question. I answer it and then marked the ticket to be closed. When the user replies, the user has a related question. However, since the ticket is closed, a new ticket number is assigned. I would want to change the ticket number to be that of the first email. Can we have an option to change the ticket number? Or how can I implement it myself? This question is similar to merging tickets.
How about the queue "follow up option" -> "possible". This allows the customer to send a follow up to a closed ticket. Then the ticket is open again. It would help you. Or?
4) Is there an easy way to look through old closed tickets without searching for them? I think it would be really helpful to have an archive link that would bring up a page with a few folders that correspond to ticket states. Emails that were marked closed successful would all be in a folder and tickets marked closed unsuccessful would be in a folder. I think this would be a useful tool.
Wow. Thanks for the idea! This is a nice feature. I added it to the TODO list - ticket browser (planned for Beta9).
=Diane
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.
participants (2)
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Diane Shieh -
Martin Edenhofer