+1 I second that, I need to filter by last modified date ... and we just got that "Age" date that is not really useful (in customer point of view)
Any feedback welcome too !!! -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of [email protected] Sent: lundi, 11. janvier 2010 07:33 To: [email protected] Subject: otrs Digest, Vol 16, Issue 40 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. Re: How can i search for a Ticket-Title? (ml ml) 2. Re: How to sort tickets by (last article) time (ml ml) 3. best way to force customer's username equal to email address ([email protected]) 4. Re: Name of the owner instead of user-id in Customer "My Tickets" (Arpit2 G) 5. Re: Problem in Ticket Escalation via Generic Agent (Arpit2 G) 6. Re: Problem in Ticket Escalation via Generic Agent (Arpit2 G) ---------------------------------------------------------------------- Message: 1 Date: Sun, 10 Jan 2010 15:33:03 +0100 From: ml ml <[email protected]> Subject: Re: [otrs] How can i search for a Ticket-Title? To: "User questions and discussions about OTRS." <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset=ISO-8859-1 Hey Alexander, indeed! How could i possibly miss that? :) Thanks!!!!!! Mario On Thu, Jan 7, 2010 at 2:14 PM, Alexander Halle <[email protected]> wrote: > ml ml wrote : >> >> How can i search for a ticket title (not the subject)? > > Hello Mario, > > I have search fields for both in AgentTicketSearch : > > --- Ticket# and CustomerID --- > Ticket# > Title > CustomerID > Customer User Login > > --- Fulltext-Search in Article --- > From > To > Cc > Subject > Text > > Is that what you're looking for ? > > Regards > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate > Tewaag > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, ?DE 814559152 > Web: http://www.radprax.de > > > --------------------------------------------------------------------- > 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: 2 Date: Sun, 10 Jan 2010 15:33:33 +0100 From: ml ml <[email protected]> Subject: Re: [otrs] How to sort tickets by (last article) time To: [email protected] Message-ID: <[email protected]> Content-Type: text/plain; charset=ISO-8859-1 anyone? :-| On Thu, Jan 7, 2010 at 10:29 AM, ml ml <[email protected]> wrote: > Hello List, > > by default the Tickets get sorted by creation time. This is not very > useful if i have a big ticket where i have a regular reply from the > customer. Then my ticket is the "oldest" one, but the most "active" > ticket. > > Can i sort the tickets by the last Article time or something? > > Thanks, > Mario > ------------------------------ Message: 3 Date: Sun, 10 Jan 2010 12:25:24 -0800 From: <[email protected]> Subject: [otrs] best way to force customer's username equal to email address To: <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset="iso-8859-1" Hi, All, I want to force all client's usernames to be their email address. I know it is possible to do in OTRS, but before I dig in, I wanted to check with all of your to see if any one else had undertaken this & how they found was the best way to go. We could customize the CustomerFrontEnd, we could fire off a PreModule, we could do something inside SQL, we could run a cronjob to check it (& change it) nightly, we could do a lot of things, but, again, I wanted to see what others had done to accomplish this. I think this might be a nicety that the entire community could use. Thanks so much. Jason Sj?beck -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100110/0a2272fa/attachment-0001.html> ------------------------------ Message: 4 Date: Mon, 11 Jan 2010 10:07:55 +0530 From: Arpit2 G <[email protected]> Subject: Re: [otrs] Name of the owner instead of user-id in Customer "My Tickets" To: "User questions and discussions about OTRS." <[email protected]> Cc: [email protected], [email protected] Message-ID: <of92dde828.817a3527-on652576a8.00191877-652576a8.00197...@tcs.com> Content-Type: text/plain; charset="us-ascii" Hello Everyone, Any idea on following problem, Any suggestions: Hello Everyone, I want to display Name of the Owner instead of user-id under "My Tickets" in Customer Web Interface. I have changed this in agent section via editing the respective ".dtl" file. I tried to edit "CustomerStatusView.dtl" but no luck. Please guide me how can i make this change. Regards AG =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you ------------------------------ Message: 5 Date: Mon, 11 Jan 2010 10:10:37 +0530 From: Arpit2 G <[email protected]> Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent To: "User questions and discussions about OTRS." <[email protected]> Cc: "User questions and discussions about OTRS." <[email protected]>, [email protected] Message-ID: <of01eba66a.c083550f-on652576a8.00197645-652576a8.0019b...@tcs.com> Content-Type: text/plain; charset="iso-8859-1" Hello, Can anyone guide me why this is happening, is it really a bug?? OTRS people please reply. Regards AG From: Marco Vannini <[email protected]> To: "User questions and discussions about OTRS." <[email protected]> Cc: [email protected] Date: 01/08/2010 04:30 PM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: [email protected] ops... sorry... not read or not well interpeted. no idea... bug ? On Fri, Jan 8, 2010 at 11:28 AM, Arpit2 G <[email protected]> wrote: Hello Marco, I enabled that view now i can see "Escalation view" in agent interface but My question was regarding Customer-Interface i.e. http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverView&Type=MyTickets As soon as ticket got escalated the ticket is no more in "My Ticket" List. Regards Arpit Gupta ?From: ? ? ? Marco Vannini <[email protected]> ?To: ? ? ? ? "User questions and discussions about OTRS." <[email protected]> ?Date: ? ? ? 01/08/2010 03:39 PM ?Subject: ? ?Re: [otrs] Problem in Ticket Escalation via Generic Agent ?Sent by: ? [email protected] Hi, enabling this button ? Frontend::Module###AgentTicketEscalationView: Frontend module registration for the AgentTicketEscalationView object in the agent interface. MV On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G <[email protected]> wrote: ?Hello Everyone, ?I am trying to use generic agent via web-interface for escalating ticket ?from 1st level queue to 2nd level. Tickets are getting escalated but I am ?facing one issue here. ?After the ticket has been escalated, that ticket is no more visible in ?"My ?Tickets" section of Customer web-interface. Can anybody please guide me ?what is the mistake here. ?Thanks in advance ?Regards ?Arpit Gupta ?=====-----=====-----===== ?Notice: The information contained in this e-mail ?message and/or attachments to it may contain ?confidential or privileged information. If you are ?not the intended recipient, any dissemination, use, ?review, distribution, printing or copying of the ?information contained in this e-mail message ?and/or attachments to it are strictly prohibited. If ?you have received this communication in error, ?please notify us by reply e-mail or telephone and ?immediately and permanently delete the message ?and any attachments. Thank you ?--------------------------------------------------------------------- ?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/ --------------------------------------------------------------------- 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! 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Thank you ------------------------------ Message: 6 Date: Mon, 11 Jan 2010 12:03:14 +0530 From: Arpit2 G <[email protected]> Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent To: "User questions and discussions about OTRS." <[email protected]> Cc: "User questions and discussions about OTRS." <[email protected]>, [email protected] Message-ID: <of4520a485.d2c8c4f6-on652576a8.002387a9-652576a8.00240...@tcs.com> Content-Type: text/plain; charset="iso-8859-1" Hello, I noticed one more thing, even when agent moves the ticket to another queue, that ticket goes from "My Tickets" section of customer interface. I guess i have done something wrong.Please guide me. Regards A G From: Arpit2 G <[email protected]> To: "User questions and discussions about OTRS." <[email protected]> Cc: "User questions and discussions about OTRS." <[email protected]>, [email protected] Date: 01/11/2010 10:12 AM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: [email protected] Hello, Can anyone guide me why this is happening, is it really a bug?? OTRS people please reply. Regards AG From: Marco Vannini <[email protected]> To: "User questions and discussions about OTRS." <[email protected]> Cc: [email protected] Date: 01/08/2010 04:30 PM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: [email protected] ops... sorry... not read or not well interpeted. no idea... bug ? On Fri, Jan 8, 2010 at 11:28 AM, Arpit2 G <[email protected]> wrote: Hello Marco, I enabled that view now i can see "Escalation view" in agent interface but My question was regarding Customer-Interface i.e. http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverView&Type=MyTickets As soon as ticket got escalated the ticket is no more in "My Ticket" List. Regards Arpit Gupta ?From: ? ? ? Marco Vannini <[email protected]> ?To: ? ? ? ? "User questions and discussions about OTRS." <[email protected]> ?Date: ? ? ? 01/08/2010 03:39 PM ?Subject: ? ?Re: [otrs] Problem in Ticket Escalation via Generic Agent ?Sent by: ? [email protected] Hi, enabling this button ? Frontend::Module###AgentTicketEscalationView: Frontend module registration for the AgentTicketEscalationView object in the agent interface. MV On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G <[email protected]> wrote: ?Hello Everyone, ?I am trying to use generic agent via web-interface for escalating ticket ?from 1st level queue to 2nd level. Tickets are getting escalated but I am ?facing one issue here. ?After the ticket has been escalated, that ticket is no more visible in ?"My ?Tickets" section of Customer web-interface. Can anybody please guide me ?what is the mistake here. ?Thanks in advance ?Regards ?Arpit Gupta ?=====-----=====-----===== ?Notice: The information contained in this e-mail ?message and/or attachments to it may contain ?confidential or privileged information. If you are ?not the intended recipient, any dissemination, use, ?review, distribution, printing or copying of the ?information contained in this e-mail message ?and/or attachments to it are strictly prohibited. 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