ml | 3 Jan 13:23 2009
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Need Help with implementing Ticket::Types in AgentTicketCompose

Hello List,

we need and want the TicketType Feature in AgentTicketCompose (e.g. in
Ticket Replies):
http://lists.otrs.org/pipermail/otrs/2008-November/024895.html

So i had a look at AgentTicketFreeText or ArgentTicketPhone.

This is what i did http://pastebin.com/f74ad764f :
Line: 361
Line: 936
Line: 948-962
Line: 1053 - 1082

Here is the html part i added to
Output/HTML/Standard/AgentTicketCompose.dtl:
<!-- dtl:block:Type -->
                <tr>
                  <td colspan="2" class="contentkey">$Text{"Type"}:</td>
                  <td class="contentvalue">$Data{"TypeStrg"}</td>
                </tr>
<!-- dtl:block:Type -->

I am not very good at perl and i dont really know what i am doing but i
am trying to get there somehow. Right now it seems that it never gets to
line 1061.

Could anyone give me a hand here?

Cheers,
(Continue reading)

Yasir M. Arsanukaev | 23 Jan 04:51 2009
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Re: Answer templates

Martin Edenhofer ?????:
> Hi Yasir,
>
> it sounds good. Do you have screenshots or a demo system available? 
> Would be fine! :)
>
> Greetings,
> -Martin
>
> On 30.12.2008, at 01:53, Yasir M. Arsanukaev wrote:
>
>> Can you add such a feature that a user can insert a text into a 
>> ticket being closed from a predefined set of sentences?
>> The diffs and sql script are attached and tested with 2.3.3.
>> Thanks.
>>
>> -- 
>> Yasir M. Arsanukaev - IT dept
>> JSC "Amurmetal", Russian Federation
>> phone +7 (4217) 529-576
>>
>> # ----------------------------------------------------------
>> # create table note_library
>> # ----------------------------------------------------------
>> CREATE TABLE note_library (
>> id SMALLINT NOT NULL AUTO_INCREMENT,
>> name VARCHAR (250) NOT NULL,
>> comments VARCHAR (250),
>> type_id SMALLINT NOT NULL,
>> valid_id SMALLINT NOT NULL,
(Continue reading)

Peter Beckman | 26 Jan 19:51 2009

Merging Multiple Tickets a PITA in OTRS 2.3.2

Users on the users list seconded and suggested I forward to the dev list
for discussion.  I've reread and updated it a bit.

Dear OTRS users and devs:

First off, OTRS rocks.  Thank you!

Now for the constructive criticism.

Problem #1:
     From time to time I get customers who send in 13 emails in a row about
     the same problem.  I would normally do a bulk-action on their heiney,
     but there is no option for me to merge multiple selected tickets into a
     single ticket.  Nor is there a way to, without a complex search, to see
     all open/new tickets for a given customer/email address.

Solution #1:
     Add a field on the bulk-action page that allows me to specify a ticket
     to merge to.
     Bonus: include a list of tickets from that customer/sender (or
     customers/senders if the selected tickets includes multiple
     senders/customers), so that I don't have to know what ticket number I'm
     merging to before I do the bulk action.

Problem #2:
     From time to time I use search to find a nice subset of tickets I want
     to do something with.  Unfortunately, there's nothing I can do on the
     search results page other than click on each ticket individually, or
     click on the CustomerID.

(Continue reading)

Tony Evans | 26 Jan 20:01 2009
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Feature Request: Billable / Non-Billable Time

Hi Folks,

 

   We’re testing your community edition of OTRS at the moment, and we’ve recently enabled some of our customers to access the customer facing side of OTRS.  Our current setup has a “Customer ID” being the customers account number, and the “Time Units (Work Units)” to be the length of time our technicians have physically spent dealing with the request.  My problem is, however, that with one time field, that adds time units together (such as it does), we use it to track billable support time.  If a ticket is considered to be our problem and not billable, we have to change the account number (Customer ID) to an internally used Customer ID.  This prevents the customer from seeing their ticket as we have just dis-associated that ticket with their company.

 

   So, before I go further… I have tried to configure additional time fields, and so far I do not get anything like the current time/work units field that adds time together throughout the life of the ticket.  I’ve managed to add fields that replace whatever value you have specified previously, but nothing that adds the new amount to a previous amount.

 

   If this IS possible, and I’m doing it wrong, then I wholeheartedly apologize and would like to ask if there’s some direction you can point me so that I can edit and/or setup OTRS with the capability to have two time fields, in my case, one for billable and one for non-billable time accounting.  Please keep in mind that we hope to use OTRS as a helpdesk type of ticket system, so time tracking, such as would be done for projects tracking does not apply, as we often have multiple technicians working on issues, with multiple responses back and forth between my staff and our clients.

 

  If this is not quite feasible with OTRS yet, I’d like to know what it would take to implement such a feature, as I am not a developer.  If the cost would be negligible, I may be able to have my company speak to your sales about funding such a project.  I only need to know if it can be done, how soon could it be done, and for what cost?  We’d like to see it part of your community edition so it can be tested and tried before paying for commercial editions and finding the product may not suit our needs entirely.

 

Thank you for your time and consideration,

 

Tony E

Manager of Systems Administration

CWIE LLC, Hosting Services

 

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Peter van Beugen | 27 Jan 10:35 2009
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Re: Feature Request: Billable / Non-Billable Time

I do not understand exactly what you want to accomplish, but it looks to me as you can solve this by using a trigger on the database table (mysql 5.x) ?

 

Regards,

Peter

 

 

Van: dev-bounces <at> otrs.org [mailto:dev-bounces <at> otrs.org] Namens Tony Evans
Verzonden: maandag 26 januari 2009 20:02
Aan: dev <at> otrs.org
Onderwerp: [dev] Feature Request: Billable / Non-Billable Time

 

Hi Folks,

 

   We’re testing your community edition of OTRS at the moment, and we’ve recently enabled some of our customers to access the customer facing side of OTRS.  Our current setup has a “Customer ID” being the customers account number, and the “Time Units (Work Units)” to be the length of time our technicians have physically spent dealing with the request.  My problem is, however, that with one time field, that adds time units together (such as it does), we use it to track billable support time.  If a ticket is considered to be our problem and not billable, we have to change the account number (Customer ID) to an internally used Customer ID.  This prevents the customer from seeing their ticket as we have just dis-associated that ticket with their company.

 

   So, before I go further… I have tried to configure additional time fields, and so far I do not get anything like the current time/work units field that adds time together throughout the life of the ticket.  I’ve managed to add fields that replace whatever value you have specified previously, but nothing that adds the new amount to a previous amount.

 

   If this IS possible, and I’m doing it wrong, then I wholeheartedly apologize and would like to ask if there’s some direction you can point me so that I can edit and/or setup OTRS with the capability to have two time fields, in my case, one for billable and one for non-billable time accounting.  Please keep in mind that we hope to use OTRS as a helpdesk type of ticket system, so time tracking, such as would be done for projects tracking does not apply, as we often have multiple technicians working on issues, with multiple responses back and forth between my staff and our clients.

 

  If this is not quite feasible with OTRS yet, I’d like to know what it would take to implement such a feature, as I am not a developer.  If the cost would be negligible, I may be able to have my company speak to your sales about funding such a project.  I only need to know if it can be done, how soon could it be done, and for what cost?  We’d like to see it part of your community edition so it can be tested and tried before paying for commercial editions and finding the product may not suit our needs entirely.

 

Thank you for your time and consideration,

 

Tony E

Manager of Systems Administration

CWIE LLC, Hosting Services

 

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sol sol | 29 Jan 17:38 2009
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html mail outgoing

hi,

i  was wondering, is it anyhow possible with an existing addon or one i create myself to enable outgoing mail in html format type?
reason why: i need the company logo in the signature when sending out an email.
thanks!

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Gmane