James, I understand what you say.
But here we can make it easy by saying it should respect what is in the queueview (so the ticket displayed in the page where they do the click or zoom ). Coming from the development (cobol, turbo pascal, access and co) I can totally understand that it is not an so easy programmation to do. Here it will say : - save the current list (and the next pages if any) with no ticket and status - go to ticket view when a click is done - display the down button only if you are on the first event in the list - display only the previous button if you are on the last event in the list - go to request ticket and display a message if the status has changed from what is in the list ... Then the annoying questions .. what to do when agents come from the dashboard ... and so on (in my opinion the next and previous should be activated only from coming from the queue view) But it can always be done ... just a matter of priority :) And I think that these kind of requests are totally "honest" in the point of view of users who are used to treat lot of emails in outlook and now lot of tickets via OTRS. IT People don't work the whole day by treating tickets (including myself :) so there are things that users asked that are really important to simplify the OTRS use ... Am I the only one to have this request from agents??? bye Philippe Martignier Communications Division Customer Service Section Email : [email protected] Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of [email protected] Sent: mercredi, 3. février 2010 23:48 To: [email protected] Subject: otrs Digest, Vol 17, Issue 20 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: ITSM otrs (Bryan Michael Baldwin) 2. Shifting Customer Page (Eric Banks) 3. Re: Groups of customers (Nils Leideck - ITSM) 4. Re: Next and previous item : ala Outlook (Nils Leideck - ITSM) 5. Re: Next and previous item : ala Outlook (James Morgan) ---------------------------------------------------------------------- Message: 1 Date: Thu, 04 Feb 2010 08:13:16 +1300 From: Bryan Michael Baldwin <[email protected]> Subject: Re: [otrs] ITSM otrs To: "User questions and discussions about OTRS." <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset="UTF-8" On Wed, 2010-02-03 at 14:13 +0000, rajesh kodali wrote: > Hi, > > I am new to OTRS trying ITSM module. I am looking at suggestions, how > to get all the assets mapped to OTRS and I could not understand how to > add "functionality" which is there in [ General Catalog > Management ]class. Business asset records can be created in the Config Item section (selected at the top of the OTRS screen), and item configuration classes can be added/edited from the General Catalog hyperlink under Admin. Have you also installed the ITSMConfigurationManagement module in Package Manager? Bryan ------------------------------ Message: 2 Date: Wed, 3 Feb 2010 16:35:47 -0500 From: "Eric Banks" <[email protected]> Subject: [otrs] Shifting Customer Page To: "User questions and discussions about OTRS." <[email protected]> Message-ID: <4ab7b1479971bb4db8bd1bd053605c3b0309e...@ls-exchange2.lifeshare.lcbb> Content-Type: text/plain; charset="us-ascii" I'm pretty sure this is an easy fix, but I am not sure what file it is in. I want to shift the whole customer page to the right some, so there is equal amount of white space on both sides. Is this possible? If so what file do I edit? Thanks in advance -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100203/2c094fc5/attachment-0001.html> ------------------------------ Message: 3 Date: Wed, 3 Feb 2010 23:10:40 +0100 From: Nils Leideck - ITSM <[email protected]> Subject: Re: [otrs] Groups of customers To: "User questions and discussions about OTRS." <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset="us-ascii" Hi, On 03.02.2010, at 10:51, Martignier, Philippe wrote: > Is there a way to make group of users ??? why do you not use the Exchange distribution lists ? Nils Leideck -- Nils Leideck Senior Consultant [email protected] [email protected] http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100203/2f022cfe/attachment-0001.html> ------------------------------ Message: 4 Date: Wed, 3 Feb 2010 23:13:18 +0100 From: Nils Leideck - ITSM <[email protected]> Subject: Re: [otrs] Next and previous item : ala Outlook To: "User questions and discussions about OTRS." <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset="us-ascii" Hi, On 03.02.2010, at 16:10, Martignier, Philippe wrote: > Here is a request from one of my agent. > She would like to have two buttons when zooming on a ticket. > One for going directly to the next ticket (ala Outlook, next item) > One for going directly to the previous ticket (previous item) > These next and previous button in Outlook are represented by blue arrows. > Do you know if it is possible to do it in OTRS? not without Development. Did you aksed for professional development already? [email protected] Nils Leideck -- Nils Leideck Senior Consultant [email protected] [email protected] http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100203/b8e0f0f7/attachment-0001.html> ------------------------------ Message: 5 Date: Thu, 4 Feb 2010 09:47:52 +1100 From: "James Morgan" <[email protected]> Subject: Re: [otrs] Next and previous item : ala Outlook To: "User questions and discussions about OTRS." <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset="us-ascii" No, not really. The reason being that the next/previous ticket path isn't always clear. What *IS* the next ticket exactly? The next unlocked open ticket? The next ticket locked to them? The next ticket by priority? The next ticket by last update? The next ticket by creation date? James. From: [email protected] [mailto:[email protected]] On Behalf Of Martignier, Philippe Sent: Thursday, 4 February 2010 2:11 AM To: '[email protected]' Subject: [otrs] Next and previous item : ala Outlook Hi Here is a request from one of my agent. She would like to have two buttons when zooming on a ticket. One for going directly to the next ticket (ala Outlook, next item) One for going directly to the previous ticket (previous item) These next and previous button in Outlook are represented by blue arrows. Do you know if it is possible to do it in OTRS? Many thanks Philippe 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. 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