Hi Thomas,
now OTRS CVS (means also OTRS 2.0) supports ticket free text updated on
postmaster follow ups.
PS: I like this feature. :-)
-Martin
Kaiser Dr., Thomas (LfStaD) wrote:
Hi Martin,
Thanks for the fast reply.
There are two ticket systems. One for us and one or more for the operating
people in different organisations. There will be tickets, which are created on
one side and forwarded for further processing to the other one. Since there may
several interactions for one ticket the goal is to keep track on both sides in
the tickets. Each ticket system keep track of the Ids in the other system.
The general mechanism for hand-overs is email.
E.g. a ticket is created in otrs and during the processing a hand-over to the operating is needed.
Therefore a ticket in HP OV ServiceDesk has to be created via email. HP OV ServiceDesk confirms the
creation with an email with its ID and keeps the OTRS ID. Any further hand-over of tickets in both
directions includes allways the ID of the other system. E.g. OTRS has two methods to use, "NEW
description" and "Update ID". For all update the OV-ID is needed. We changed
AgendCompose.pm to allow us to modify subject and structure body for this messages.
An example:
OTRS has a ticket id 10223344, this will be forwarded to HP OV and creates a
ticket there. HP OV replies back with the otrs ID 10223344 in the subject and
its OV-ID 1876, which will be kept in the otrs-ticket. Lets assume the ticket
will be handed over to otrs again and after some processing the ticket is put
back to HP OV again. Then the OV-ID 1876 is needed to prevent an opening of
another ticket. This can also happen vice versa.
Thanks and regards
Thomas Kaiser
-----Ursprüngliche Nachricht-----
Von: Martin Edenhofer [mailto:[EMAIL PROTECTED]
Gesendet: Montag, 4. Juli 2005 23:12
An: Development community of OTRS.org
Betreff: Re: [dev] Add TicketKey and Value in Postmaster/FollowUp?
Hi Thomas,
sure, there would be a way to implement TicketFreeText updates in
FollowUp.pm.
But at first (maybe I have a other idea) tell me a example/scenario and
I'll think about. :-)
PS: Thanks for the gpg bug report. :)
Martin
--
((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Manage your communication!
Kaiser Dr., Thomas (LfStaD) wrote:
Hello,
We are investigating in an mechanismen to couple HP ServiceDesk and
OTRS. One problem is the ticket reference on both sides. We agreed to
keep each others ticket id and do update. We used the ticketkey and
ticketvalue free fields for this. Unfortunately an update of ticket
free fields is not included in FollowUp. Is there a possibility to
implement this in the FollowUp.pm or any other ideas?
Regards
Thomas Kaiser
_______________________________________________
OTRS mailing list: dev - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/dev
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
