Hello Richard, > 3. There used to be a line at the top of each queue display: > "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" > The "8" above was a link that opened ALL tickets, locked or not, in > that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck > with the "StatusView" mechanism to see locked tickets? It is not as > easy to find what you want using that. > > Workaround: Use StatusView when needed.
We faced the same problem. So we applied a little patch to Kernel/Modules/AgentTicketQueue.pm: just commented out LockIDs in TicketSearch for all tickets at line 166 - find enclosed the according patch file. Result: even locked tickets are shown in queue view Caveat: the counting at the top is not correct (just the unlocked tickets are counted) Regards, Christian Meier E-Learning-Support TU Dresden -----Ursprüngliche Nachricht----- Von: [email protected] [mailto:[email protected]] Im Auftrag von Richard Stockton Gesendet: Freitag, 14. August 2009 22:59 An: [email protected] Betreff: [otrs] OTRS 2.4.3 OS: RedHat Linux 5.3 (64 bit) Web: Apache 2.2.3 Perl: 5.8.8 We have recently updated our OTRS system (in place since 2002) to version 2.4.3. We are especially happy with the speed increases, and the "Support Assessment" package has been very helpful. However, we have seen some problems, here is the list: 1. Ticket arrives addressed to "[email protected]" which is aliased to "[email protected]". The latter email is the one OTRS uses to fetch the mail. This is a simple email, one "To:" address, and one "From:" address (our client). When an agent replies to this ticket, "[email protected]" gets put into the "Cc:" part of the reply form. Why? This means that any reply gets CCed right back to OTRS. It didn't do this before. In past versions only addresses from the "Cc:" header were put in the reply form Cc:. We would like to see a return to the previous behavior. Is this something we can do? Workaround: Edit AgentTicketCompose.dtl and make the Cc blank, but now we have to input any needed Cc's "by hand", and of course we have to re-edit that file with every OTRS update. 2. Trying to change the otrs log to a file location of our choosing doesn't work. You can change the values in the admin section (sysconfig), but most of them don't stay changed. Workaround: Set the log facility to local0 and use syslog.conf to manage the otrs.log file. 3. There used to be a line at the top of each queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not, in that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want using that. Workaround: Use StatusView when needed. 4. We like to be able to see which agent owns each ticket in the preview queueview (I know it's in the "small" view), and we used to be able to make a small change somewhere in the code or the config, (I don't actually remember exactly where) to add that data in the right hand gray area under "CustomerID:". Can anyone direct me to where I can do that in 2.4.3? Workaround: Use the "small" view when needed. As usual I would appreciate any help. TIA. - Richard
AgentTicketQueue.pm.patch
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