Sure Graeme, can you sent it to us?
Thanks,
Daniel
Tuesday, November 1, 2005, 10:49:00 AM, you wrote:
Graeme> Hi Colby,
Graeme> Regarding signatures.
Graeme> I created agent specific signatures within OTRS and, as we
Graeme> are an international company, the signatures also varied
Graeme> depending on the continent in which our customer is based (contact
details etc.).
Graeme> If you are interested in this I can provide you with a patch
Graeme> to allow OTRS to create agent specific signatures. Please
Graeme> let me know it you're interested.
Graeme> Regards,
Graeme> Graeme
Graeme> Colby W. wrote:
>> My company recently switched from Work Request (WReq) to OTRS for our
>> Tier 2 and Tier 3 trouble report/ticketing system and since then there
>> have been several requests for features that either OTRS doesn't offer
>> or that I cannot find a way to enable.
>>
>> The number one request is for a display element in the agent's QueueView
>> and QueueViewLite pages to show when a ticket was last changed (by Note,
>> Email, Owner, TicketFree Text, anything). I have spent hours pouring
>> over the .dtl files and the .pm files looking for either an %Env or
>> %Data key/value pair to match the value of the change_time column of the
>> ticket DB (I forget which table). The closest I found was for
>> $Data{"Changed"} which shows the date/time of the last external email
>> update of the ticket, but that is already integrated into the
>> AgentTicketQueueView[Lite].dtl files.
>>
>> Here is why: We have six teams who each have their own queues in OTRS
>> (some teams have several queues) with some queue sizes consistently in
>> excess of 100 tickets. With WReq we were able to maintain a maximum
>> ticket response time of 1-4 hours because it was easy to tell when a
>> ticket was last updated as the ticket change time (called "Acted On" in
>> Wreq) was part of the ticket list (i.e. QueueViewLite). We have been
>> able to emulate a less efficient approach with OTRS by using meaningful
>> ticket states but still have to Zoom in on tickets to see when it was
>> last updated by any method other than an external email.
>>
>> This second-most frequent request is of less consequence but I include
>> it here because of the number of times I've been asked about it.
>>
>> Signatures. Our agents would like to have signatures be an
>> agent-specific option rather than a queue-specific one. I'm sure this
>> would be easy enough to implement but I have neither the time nor the
>> Perl prowess to make it a reality (if I did, I would have posted the
>> .diff to the developer's list).
>>
>> Why, you may ask? Why not? As I said, it is of lesser consequence but a
>> rather high-volume request made to me nonetheless; therefore, I put it
>> to you, the OTRS community.
>>
>>
>> Thank you in advance,
>>
>> Colby Williams
>> SysOp Engineer
>> IKANO Communications, Inc.
>> http://www.ikano.com/
>>
>>
>> ------------------------------------------------------------------------
>>
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