Hi Ilya, Many thanks for your help!
I finally found the solution (before your answer :), I put a default text in the text box so the trick is made. I also find that if you put the fields note to "No" you wont see any of the notes fields and then you just have the next state (and free fields if defined so) ... as you said ! Many thanks and Merry Christmas :) Cheers Philippe -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of [email protected] Sent: mercredi, 23. décembre 2009 16:23 To: [email protected] Subject: otrs Digest, Vol 15, Issue 102 Send otrs mailing list submissions to [email protected] To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to [email protected] You can reach the person managing the list at [email protected] When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Escalated tickets - different colours ? (Dejan Miklavcic) 2. Closing a ticket : text is mandatory (Martignier, Philippe) 3. Re: Closing a ticket : text is mandatory (Ilya Kornev) 4. No Schedule under GenericAgent Jobs (Jeffrey Friedman) ---------------------------------------------------------------------- Message: 1 Date: Wed, 23 Dec 2009 13:17:45 +0100 From: Dejan Miklavcic <[email protected]> Subject: [otrs] Escalated tickets - different colours ? To: otrs <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset=ISO-8859-1 Hi, Is it possible to somehow distinguish escalated tickets with different colours ? I see that tickets with high priority (5 for example) have different - pink colour so are easy to recognize. It would be nice if we could do that with escalated tickets as well. Another question : in queue definition, I put escalation times, and set notification to 90% . My agents have all notifications turned on. But when tickets escalate, none of us gets any notification ? rgds, Dejan ------------------------------ Message: 2 Date: Wed, 23 Dec 2009 14:31:12 +0100 From: "Martignier, Philippe" <[email protected]> Subject: [otrs] Closing a ticket : text is mandatory To: "'[email protected]'" <[email protected]> Message-ID: <6f31dc7ebc4465428db5706f309dbb13064f5dc...@iccv101c.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, When you close a ticket, you have to fill in the text field, it is mandatory. Is it possible to remove that control ? I didn't find anything in the sysconfig ... maybe I miss it ! Many thanks for any response :) Philippe Martignier Communications Division Customer Service Section Email : [email protected]<mailto:[email protected]> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20091223/e04ed2f8/attachment-0001.html> ------------------------------ Message: 3 Date: Wed, 23 Dec 2009 16:51:40 +0300 From: Ilya Kornev <[email protected]> Subject: Re: [otrs] Closing a ticket : text is mandatory To: User questions and discussions about OTRS. <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset=koi8-r Hi, Philippe. Yes, it's possible. Go to the Admin area and edit this section Ticket -> Frontend::Agent::Ticket::ViewClose as you prefer. For example, I set everything so that only next state (closed) is shown in this window. Cheers, Ilya -----Original Message----- From: "Martignier, Philippe" <[email protected]> To: "'[email protected]'" <[email protected]> Date: Wed, 23 Dec 2009 14:31:12 +0100 Subject: [otrs] Closing a ticket : text is mandatory > Hi there, > > When you close a ticket, you have to fill in the text field, it is mandatory. > Is it possible to remove that control ? > > I didn't find anything in the sysconfig ... maybe I miss it ! > > Many thanks for any response :) > > > Philippe Martignier > > Communications Division > > Customer Service Section > > Email : [email protected]<mailto:[email protected]> > > Phone : 00 41 022 338 72 36 > > Building : GB II > > Office : 0,3 > > > World Intellectual Property Organization Disclaimer: > > This electronic message may contain privileged, confidential and > copyright protected information. If you have received this e-mail > by mistake, please immediately notify the sender and delete this > e-mail and all its attachments. Please ensure all e-mail attachments > are scanned for viruses prior to opening or using. > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > ------------------------------ Message: 4 Date: Wed, 23 Dec 2009 10:08:40 -0500 From: "Jeffrey Friedman" <[email protected]> Subject: [otrs] No Schedule under GenericAgent Jobs To: <[email protected]> Message-ID: <10eb0fef7a64834da8bf1e77c5967085e24...@monroe.corporate.paceglobal.com> Content-Type: text/plain; charset="us-ascii" When I create a new agent job, there is a section for scheduling the job, but no fields. I've looked at the documentation and it looks like I should have a menu for the hours, minutes, seconds, but all I see is the word schedule with no fields. Where can I look to resolve this? Jeffrey Friedman I.T. Task Manager Office of Information Systems Fairfax, VA USA Phone: 703.818.9100 Direct:703.227.1079 Mobile: 703.282.1894 Email: [email protected] CONFIDENTIALITY NOTICE: This e-mail and any attachments are for the exclusive and confidential use of the intended recipient and contain confidential and proprietary information. If you are not the intended recipient, be aware that any reading, distribution, disclosure, copying, printing or taking action in reliance upon this e-mail is prohibited. If you have received this in error, please notify us immediately by replying to this e-mail and promptly delete this e-mail and its attachments from your computer system. 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ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ End of otrs Digest, Vol 15, Issue 102 ************************************* World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
