Hi, I'm slowly getting to a stage where I can drop RT and move to OTRS, however there are some things I still need to fix. I've looked through the manual and done some searches and not found much info on the following. 1) I want an auto response that gets sent out when a ticket is 'closed' . I have this when a ticket is opened but I could not easily see how to do it for closed? 2) There is a link/setting on the OTRS-Admin-Queue page for Calendar, what is the purpose of this? 3) Can I create tickets and have them entered in the Calendar module? 4) I get this logged to the Apache error file whenever any action, page reload etc occurs on OTRS:- [Fri May 11 12:38:29 2007] -e: DBI::db=HASH(0xb3a2588)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs//Kernel/System/DB.pm line 223. What is it and can it be stopped/fixed? 5) How does one assign a ticket to ones self? Is the 'Lock' feature used for this? 6) When entering a customer on OTRS-Customer User page, how can you make the customer ID chosen for you and unique? I would ideally like this to be of the format UBE00001, UBE00002 etc etc ? Ok, enough for now, thanks in advance for any help. Mike
Mike Dent wrote:
5) How does one assign a ticket to ones self? Is the 'Lock' feature used for this?
Yes. Idea is an agent checks a queue, finds a ticket to work on and locks it so no one else will work on it at the same time.
6) When entering a customer on OTRS-Customer User page, how can you make the customer ID chosen for you and unique? I would ideally like this to be of the format UBE00001, UBE00002 etc etc ?
It is possible to give multiple clients the same Customer ID, as such you assign them to the same company. I don't believe there is an autoincrement option here. You might just want to keep a list of customers (on a wiki or something) and do the autoincrement 'manually'. It might be possible to prefill the Customer ID field with the next ID using a database query, but you'll probably have to code it yourself. Plus this might not work if you're working with multiple agents as another agent will get the same ID if he tries to add a client between the moment another agent starts to add a client and saves the data. Nils Breunese.
Nils, thanks for your reply........
On 5/11/07, Nils Breunese (Lemonbit Internet)
Mike Dent wrote:
5) How does one assign a ticket to ones self? Is the 'Lock' feature used for this?
Yes. Idea is an agent checks a queue, finds a ticket to work on and locks it so no one else will work on it at the same time.
Fine no problem.
6) When entering a customer on OTRS-Customer User page, how can you make the customer ID chosen for you and unique? I would ideally like this to be of the format UBE00001, UBE00002 etc etc ?
It is possible to give multiple clients the same Customer ID, as such you assign them to the same company. I don't believe there is an autoincrement option here. You might just want to keep a list of customers (on a wiki or something) and do the autoincrement 'manually'.
It might be possible to prefill the Customer ID field with the next ID using a database query, but you'll probably have to code it yourself. Plus this might not work if you're working with multiple agents as another agent will get the same ID if he tries to add a client between the moment another agent starts to add a client and saves the data.
So I get the impression it is probably going to be easier to use something unique to the company here, like their name etc, probably using a number is not a good idea!? How/what do others do here> thanks again, Mike
participants (2)
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Mike Dent -
Nils Breunese (Lemonbit Internet)