newbie: viewing tickets, time accounting
Hello, I#m new to the list, can someone please explain me, how to view all tickets (locked/unlocked, closed/open etc.) for a certain queue and how to unlock tickets if you are not the owner? How can I see, how much time has been spent (date range) on tickets (queue/subqueue, agent etc.) ? Thanks Uwe
-----Original Message----- From: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org] On Behalf Of Ortner, Uwe Sent: Monday, July 21, 2003 12:15 PM To: otrs@otrs.org Subject: [otrs] newbie: viewing tickets, time accounting
I#m new to the list, can someone please explain me, how to view all tickets (locked/unlocked, closed/open etc.) for a certain queue and how to unlock tickets if you are not the owner?
Yeah, same here. Is there some kind of FAQ or READ_THIS_FIRST document? I'm still struggeling with the concept of queues and messages within OTRS. For instance, I have not yet fully understood which tickets are shown in which views and why. Ok, a new ticket goes by default into the queue "raw". So what is then the "PersonalQueue"? It seems to me that this is just a view on all my favorite queues.. Is that correct? If so, the name is slightly misleading, it should be more linke "My queues" Next is "Locked Tickets". This again just seems to be a view to all tickets which have been locked by me. Correct? If yes, I feel this should be named "My locked tickets" But what totally confuses me is the item "New message(s)". Which tickets show up here and why? Anyone has a clue? Regards, Jerry PS: Anyway I find OTRS a great system. I was especially impressed how easy it is to install. It took me a mere 3 hours to become productive. Nice!
Hi Gerald, On Mon, Jul 21, 2003 at 12:33:55PM +0200, Gerald Rüscher wrote:
[...] Yeah, same here. Is there some kind of FAQ or READ_THIS_FIRST document?
You should read the FAQ and glossary in the online doc at first.
I'm still struggeling with the concept of queues and messages within OTRS. For instance, I have not yet fully understood which tickets are shown in which views and why.
Ok, a new ticket goes by default into the queue "raw". So what is then the "PersonalQueue"? It seems to me that this is just a view on all my favorite queues.. Is that correct? If so, the name is slightly misleading, it should be more linke "My queues"
It's correct. If you want to change the queue name then you need to add one config option to Kernel/Config.pm $Self->{CustomQueue} = 'My queues';
Next is "Locked Tickets". This again just seems to be a view to all tickets which have been locked by me. Correct? If yes, I feel this should be named "My locked tickets"
Any comments from other users? Should we change this?
But what totally confuses me is the item "New message(s)". Which tickets show up here and why? Anyone has a clue?
If you have locked ticket and the last article isn't from you (e. g. from an other agent or from the customer) then the ticket is shown in "New message(s)". Because you need to look on it, there is a new message.
Jerry
PS: Anyway I find OTRS a great system. I was especially impressed how easy it is to install. It took me a mere 3 hours to become productive. Nice!
Thanks! :-) -Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ --
Hi Uwe, On Mon, Jul 21, 2003 at 12:15:11PM +0200, Ortner, Uwe wrote:
I#m new to the list, can someone please explain me, how to view all tickets (locked/unlocked, closed/open etc.) for a certain queue and how to unlock tickets if you are not the owner?
OTRS 1.1 provides a view for all open/closed tickets (locked or unlocked) -=> agent interface -=> Utilities -=> Ticket Status. OTRS 1.2 will come with a profile (template) search, so you can create your own view of tickets. If you want to unlock a ticket and you are not the current owner, change the owner and the you are able to unlock it.
How can I see, how much time has been spent (date range) on tickets (queue/subqueue, agent etc.) ?
Zoom the ticket and you will see the accounted time.
Thanks Uwe
-Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ --
participants (3)
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Gerald Rüscher -
Martin Edenhofer -
Ortner, Uwe