[otrs] OTRS 5: more fine-grained ticket overview in AgentTicketQueue ?

2018-05-30 Thread Susan Dittmar 
Hi,

in AgentTicketLockedView there is a tab for tickets with reminder set,
and a tab for tickets with reminder reached (if such tickets are locked
by the agent). Looking at the workflow my collegues prefer, I would love
to grant them such tabs in the AgentTicketQueue view.

Is it possible? How?

Thanks for any hints,

Susan

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Re: [otrs] QA please for rebranding

2018-05-30 Thread Martin Gruner 
Dear list,

please ignore the previous email, it was sent in error. My apologies.

Martin Gruner
Team Lead R

OTRS AG
Bahnhofplatz 1a
94315 Straubing

T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I:  https://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: 
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann 
(Vorsitzender), Christopher Kuhn, Sabine Riedel



Customer Service, ITSM oder Corporate Security – OTRS hat die passende Lösung.
Erfahren Sie mehr: https://otrs.com/de/otrs-loesungen/

> Am 30.05.2018 um 13:56 schrieb Martin Gruner :
> 
> Dear S7 team (and Carlos, please see below),
> 
> I want to ask you (S7) for a QA on changes that Marc and I did recently. 
> Please perform this QA by Thursday and send us your results as a response to 
> this email.
> 
> It is about the branches feature-new-logo-mab-rel-4_0, 
> feature-new-logo-mab-rel-5_0 and feature-new-logo-mab-rel-6_0.
> 
> The following changes should be contained:
> - The login logo now must be that of ((OTRS)) Community Edition.
> - The header logo in the agent area also must be that of ((OTRS)) Community 
> Edition.
> - With installed OTRS Business Solution™, the logo must be changed (as 
> previous) to that of OTRS Business Solution™.
> - All places that talked about »OTRS Free« must now refer to »((OTRS)) 
> Community Edition«.
> - All tests must still work (one known issue: there is a package test that 
> checks for an online repository name of »OTRS Freebie Features« which is 
> currently still wrong (»OTRS Free Features«) - will be fixed later.
> 
> Please verify that our changes are correct and consistent, and that we didn’t 
> break anything. With your approval, I’d like to merge these branches by 
> Friday to be included in our next releases.
> 
> @Carlos Rodriguez, please plan an additional release for OTRS 4 to roll out 
> this rebranding in parallel to the already planned releases for OTRS 5 and 6.
> 
> Thank you very much and best regards,
> 
> Martin Gruner
> Team Lead R
> 
> OTRS AG
> Bahnhofplatz 1a
> 94315 Straubing
> 
> T: +49 (0)6172 681988 0
> F: +49 (0)9421 56818 18
> I:  https://www.otrs.com/
> 
> Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: 
> DE256610065
> Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann 
> (Vorsitzender), Christopher Kuhn, Sabine Riedel
> 
> 
> 
> Customer Service, ITSM oder Corporate Security – OTRS hat die passende Lösung.
> Erfahren Sie mehr: https://otrs.com/de/otrs-loesungen/
> 
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> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] OTRS6 - Upgrade from v5 to v6. article ID has changed

2018-05-30 Thread Juan Manuel Clavero Almirón 
Hi Jaouen,

I don't think you need to be worried: probably the alter table resetted the 
autoincrement value but the database is still preventing any collision, it's 
just filling the empty values (autoincrement normally doesn't fill all the 
values, sometimes there are gaps between IDs)

Worry if you get an actual duplicate ID

Juan Clavero | Perl Developer

> On 30. May 2018, at 09:41, JAOUEN Egareg  wrote:
> 
> Hi,
>  
>  
> After the upgrade from OTRS v5 to OTRS v6.0.7, I have noticed a change in the 
> article view : new articles are shown after the oldest one. After a little 
> investigation, new articles seem to have id with a lower value than older 
> articles.
> How is it possible ?
>  
> My older articles IDs start from value 327. And the newest articles IDs start 
> from 1 to 32 (for the moment).
> I am expecting some troubles when the article ID will reach the value 327…
> How to fix that point ?
>  
> My highest value for article ID is 9973 and the change appears exactly when I 
> migrated from v5.0.27 to v6.0.1.
>  
> Thanks,
>  
> Egareg  JAOUEN
> Ingénieur Rechercheéveloppement
> Tel : +33 2 31 35 34 81 │egareg.jao...@elitt.com 
> 
> ELITT
> 8 rue Léopold Sédar-Senghor - 14460 Colombelles - France │www.elitt.com 
> -
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> Archive: http://lists.otrs.org/pipermail/otrs 
> 
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[otrs] OTRS6 - Upgrade from v5 to v6. article ID has changed

2018-05-30 Thread JAOUEN Egareg 
Hi,


After the upgrade from OTRS v5 to OTRS v6.0.7, I have noticed a change in the 
article view : new articles are shown after the oldest one. After a little 
investigation, new articles seem to have id with a lower value than older 
articles.
How is it possible ?

When I ran a SQL query about it, I can see the result below (SELECT * FROM 
article) :
ID

TICKET_ID

ARTICLE_SENDER_TYPE_ID

COMMUNICATION_CHANNEL_ID

IS_VISIBLE_FOR_CUSTOMER

SEARCH_INDEX_NEEDS_REBUILD

INSERT_FINGERPRINT

CREATE_TIME

CREATE_BY

CHANGE_TIME

CHANGE_BY

1

235

1

1

1

0

15165-oE7fivzjkn1S57A8MZ2o9QfFsHXLZnHK

2018-05-25 18:11:30

3

2018-05-25 18:11:30

3

2

235

1

1

1

0

15147-LaE2kJ2uQoRK1vcL6ZHirYOYLWRUFnyU

2018-05-25 18:11:45

3

2018-05-25 18:11:45

3

3

235

1

1

1

0

1654-mEmoCnIgHweBLCSzJVdMBGMEHXyCA4Vl

2018-05-25 18:22:10

3

2018-05-25 18:22:10

3

…

…

…

…

…

…

…

…

…

…

…

31

1537

3

1

1

0

30105-qXC8qf4D9JOtxu5kSP1u6zrhJdG6wfKv

2018-05-28 14:40:15

1

2018-05-28 14:40:15

1

32

1862

1

1

1

0

28719-2qM68hcyIBkmBOBgGPXO5MR7fYKZL9nJ

2018-05-28 15:00:46

3

2018-05-28 15:00:46

3

327

194

1

1

1

0

NULL

2015-02-19 15:04:53

5

2015-02-19 15:04:53

5

328

195

1

1

1

0

NULL

2015-02-19 15:10:49

5

2015-02-19 15:10:49

5

329

196

1

1

1

0

NULL

2015-02-19 15:21:44

4

2015-02-19 15:21:44

4

330

197

1

1

1

0

NULL

2015-02-19 15:30:46

4

2015-02-19 15:30:46

4

…

…

…

…

…

…

…

…

…

…

…

9973

235

1

1

1

0

NULL

2018-05-25 16:34:04

3

2018-05-25 16:34:04

3


My older articles IDs start from value 327. And the newest articles IDs start 
from 1 to 32 (for the moment).
I am expecting some troubles when the article ID will reach the value 327…
How to fix that point ?

My highest value for article ID is 9973 and the change appears exactly when I 
migrated from v5.0.27 to v6.0.1.

Thanks,

Egareg  JAOUEN
Ingénieur Rechercheéveloppement
Tel : +33 2 31 35 34 81 │egareg.jao...@elitt.com
ELITT
8 rue Léopold Sédar-Senghor - 14460 Colombelles - France │www.elitt.com
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