headers
Alexander Scholler | 6 Jul 2006 10:40
Picon
Favicon

Feature-requests for OTRS

Hi Dev-Team,

JFYI...

I collected some, I think useful feature request including motivation
for further OTRS versions.
Of course the use of these features should not be obligatory, but I
think theses features could be a good enrichment of OTRS capabilities.

1a) Ability to edit article type (not necessarily content) after creation.
Why? Some informations are not for the eyes of the customers

1b) Mail-replies (follow-ups) not coming from the mail-address of the
current customer should be of type internal.
Why? Otherwise possibly existing internal informations within the reply
could be read by the customer.

2) Additional ticket-property: customer-supervisor beside the customer.
Why: Some companies have 1st level support within the customer-teams or
the OTRS-team give support for customer-companies. Each person within
these companies can contact the OTRS-team, but a special person within
the customer-company should be informed about this contact.
This is already realized within the customer-webgui with
"company-tickets". A corresponding solution within the
mail-response-agent-gui would be that if a agent composes a
mail-response, all customers which can view this ticket within their
"company-tickets" are shown as possible mail-cc-recipient which only
have to be checked to receive a copy of the mail.

3) Additional ITIL-specific ticket-properies like ticket-classification
(Continue reading)

Permalink | Reply | 0 comments |
headers
Wolf Wiegand | 12 Jul 2006 11:52
Picon
Favicon

Planned extension to SendmailBcc

Hi,

we've configured OTRS using SendmailBcc to send copies of all outgoing 
mails to an internal mailing list. That way, every member of that list 
(let's call them GroupA) can read all answers going out to customers, 
as well as notes which are added to a ticket. So far, so good.

Right now, we are planning on having more colleagues use OTRS. These 
colleagues (GroupB) are not using OTRS right now, because they are from 
a different organisational unit. Most important, there is no need for 
GroupB to read everything that concerns GroupA and vice versa. Most of 
this can be achieved through preferred queues, except for what is sent 
out to agents via SendmailBcc. Therefore, we are planning to extend 
OTRS so that SendmailBcc can be configurable for each queue.

Before we are doing any work that's already been done before :-) , has 
this maybe been already implemented by anyone? If not, is there any 
technical aspect that speaks against this solution?

Upon a first glance, I'd try to implement this within System/Email.pm. 
At that point, is it possible to get the ticket object for which an 
email is being sent?

Regards,

Wolf
--

-- 
Wolf Wiegand         wiegand <at> univention.de        Fon: +49 421 22232- 0
Entwicklung          Linux for Your Business
Univention GmbH      http://www.univention.de/    Fax: +49 421 22232-99
(Continue reading)

Permalink | Reply | 1 comment |
headers
Alexander Scholler | 13 Jul 2006 11:48
Picon
Favicon

Re: Planned extension to SendmailBcc

Hi,

Wolf Wiegand schrieb:
> Hi,
> 
> we've configured OTRS using SendmailBcc to send copies of all outgoing 
> mails to an internal mailing list. That way, every member of that list 
> (let's call them GroupA) can read all answers going out to customers, 
> as well as notes which are added to a ticket. So far, so good.
> 
> Right now, we are planning on having more colleagues use OTRS. These 
> colleagues (GroupB) are not using OTRS right now, because they are from 
> a different organisational unit. Most important, there is no need for 
> GroupB to read everything that concerns GroupA and vice versa. Most of 
> this can be achieved through preferred queues, except for what is sent 
> out to agents via SendmailBcc. Therefore, we are planning to extend 
> OTRS so that SendmailBcc can be configurable for each queue.
> 
> Before we are doing any work that's already been done before :-) , has 
> this maybe been already implemented by anyone? If not, is there any 
> technical aspect that speaks against this solution?

Just an idea without any prove of implementation.
You said you can achieve a lot with the use of specific queues.
Perhaps you can add the current queue name a ticket is assigned to when 
an answer was composed to that answer.
So the answer could still be copied to one bcc-address and the receiving 
mail-server could filter this mail to a queue-specific mailbox, only 
watched by1 of your 2 groups.
(Continue reading)

Permalink | Reply | 0 comments |
headers
Damir Dzeko | 15 Jul 2006 16:31
Picon

mail based agents

Hi OTRS Developers!

After two years I'm back on the dev-list, surfing the archives,
looking to find has something been done regarding issue covered
on these URLs:

  http://wiki.koumbit.net/OpenTicketRequestSystem/MailBased
  http://www.mail-archive.com/dev <at> otrs.org/msg00511.html

-- support for agents to do their thing using only their MUA of choice.
The first page was set up by Antoine Beaupré and the other is answer
to the two year old question about mail-based agent support, answered
by Joerg Friedrich: insecure, auth problems, ...

Since the agent-users (seasoned u**x admins) strongly required that,
I've already implemented that functionality in v1.3 that is being used
by an academic institution I'm working for. (Unfortunately, not in a
very secure and rather in a Q&D ad-hoc way. But -- WFM! :))

Now we're planning an upgrade from v1.3 to whatever will be the newest
release in a month or so, and before I get down to coding I wanted to
check has something been done in the mean time and are there any plans
for that.

I'd be glad to do it properly this time: full support for answering
tickets as an agent through mail client, also add support for ticket
state management commands usually available only through web interface,
and maybe even add security layer: PGP/SMIME signature validation or
one-time-password checking.
(Continue reading)

Permalink | Reply | 0 comments |
headers
Simon A. F. Lund | 26 Jul 2006 16:09
Picon

AgentTicketQueue customization

I am trying to do a customized version of AgentTicketQueue, the agent 
users must be able to choose ticketstates, by clicking on simple links 
such as:
State:  New - Open - Closed - All

I have successfully changed template and catching parameters, i have 
also modified assignment of " <at> ViewableStateIDs" accordingly so it 
contains correct values for the chosen state.

My problem however is the call to "TicketAcceleratorIndex" from 
BuildQueueView.
When i output the values of " <at> ViewableStateIDs" in the log (from within 
"TicketAcceleratorIndex") the values are of the types "Viewable" not the 
same values as the ones i have assigned in AgentTicketQueue.

The tickets shown are in the correct states that the agentuser has 
chosen but my queuenav is messed up since TicketsAvail is incorrect, so 
browsing though the tickets is not possible... something is wrong with 
the assignment of scope of the assignment of " <at> ViewableStateIDs" but i 
cant find any documentation "TicketAcceleratorIndex", i've tried looking 
at the source in RuntimeDB.pm but i cant seem to find out why the values 
are wrong.

Can anybody please tell me what is going wrong here?

Im running otrs 2.0.1

-Simon
_______________________________________________
OTRS mailing list: dev - Webpage: http://otrs.org/
(Continue reading)

Permalink | Reply | 0 comments |
headers
Simon A. F. Lund | 26 Jul 2006 16:18
Picon

Re: Navigation bar: new items

Alex Mihicinac wrote:

> Hi all,
> I've managed to add custom icons to naviBar. What i need to do, that 
> <a> tag would appear correct? In my case, I always get some URL prefix 
> from OTRS because I'd like to point URL outside the OTRS system.
>
> TIA,
>
> Alex
>
>
> _______________________________________________
> OTRS mailing list: dev - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/dev
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

I've done it like this for linking to an external time registration system:

Added navigation item in Config.pm:

   # Time registration link
   $Self->{'Ticket::Frontend::MenuModule'}->{'460-Register'} = {
       Module => 'Kernel::Output::HTML::TicketMenuRedirect',
       Name => 'Register',
       Action => 'Register',
       Description => 'Register time used on ticket',
   };

I then created a menu module (copied TicketMenuGeneric.pm to
(Continue reading)

Permalink | Reply | 0 comments |
headers
odracir_seravat | 27 Jul 2006 15:44
Picon
Favicon

Problem with HTML pages.

Hello.
I'm trying to show de e-mails received into OTRS directly in HTML style.
I'm using iframes to do this.
I have one iframe defined and need to put in it an HTML page with the body
of the message received (contained in $Data{"Body"}).
The problem i'm experience is where does OTRS loads any HTML page?Do i
have to make any change in Apache configuration?

Wich file is the Apache configuration file?

When i do this:
<iframe src=test.html></iframe>

it appears in the iframe the following message:
"The requested URL /otrs/test.html was not foun on this server."

Regards

    Ricardo Tavares
    (Computer Engenieer)

------------------------------------------------------------------------
Simplesnet GTI, a net até 6 vezes mais rápida, ao mesmo preço de sempre!
http://www.simplesnet.pt
_______________________________________________
OTRS mailing list: dev - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/dev
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
(Continue reading)

Permalink | Reply | 0 comments |

Gmane