[otrs] Notify new owner of ticket?

Discussion:

Terry Dobbs

2006-11-02 13:51:24 UTC

I know there is a way to notify the new owner of a ticket, but I cant find
it anywhere. Under "Admin" if I click "Notifications" I can see the
en:Agent:OwnerUpdate notification. However, I cannot figure out how to
assign this to a user/queue?

Anyone have any idea?

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Nils Breunese (Lemonbit)

2006-11-02 14:00:05 UTC

Permalink

Post by Terry Dobbs
I know there is a way to notify the new owner of a ticket, but I
cant find it anywhere. Under "Admin" if I click "Notifications" I
can see the en:Agent:OwnerUpdate notification. However, I cannot
figure out how to assign this to a user/queue?
Anyone have any idea?

Check out the first sentence of the Notifications chapter (http://
doc.otrs.org/2.1/en/html/x962.html). :o)

Nils Breunese.

Terry Dobbs

2006-11-02 16:08:35 UTC

Permalink

I have read it many times, I can access that screen and change how the
notification looks, but how do I actually assign that notification to be
used?

----- Original Message -----
From: "Nils Breunese (Lemonbit)" <***@lemonbit.nl>
To: "User questions and discussions about OTRS.org" <***@otrs.org>
Sent: Thursday, November 02, 2006 9:00 AM
Subject: Re: [otrs] Notify new owner of ticket?

Post by Nils Breunese (Lemonbit)

I know there is a way to notify the new owner of a ticket, but I cant
find it anywhere. Under "Admin" if I click "Notifications" I can see the
en:Agent:OwnerUpdate notification. However, I cannot figure out how to
assign this to a user/queue?
Anyone have any idea?

Check out the first sentence of the Notifications chapter (http://
doc.otrs.org/2.1/en/html/x962.html). :o)
Nils Breunese.
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Jeff Lansidel

2006-11-02 16:18:10 UTC

Permalink

Under Admin, then click on "Users" you will see the "New Ticket
Notification" setting. This will notify them of any new tickets that arrive
in the "Queues" that they are assigned to.

Jeff

Post by Terry Dobbs
I have read it many times, I can access that screen and change how the
notification looks, but how do I actually assign that notification to be
used?
----- Original Message -----
Sent: Thursday, November 02, 2006 9:00 AM
Subject: Re: [otrs] Notify new owner of ticket?

Post by Nils Breunese (Lemonbit)

I know there is a way to notify the new owner of a ticket, but I cant
find it anywhere. Under "Admin" if I click "Notifications" I can see

the

Post by Nils Breunese (Lemonbit)

en:Agent:OwnerUpdate notification. However, I cannot figure out how to
assign this to a user/queue?
Anyone have any idea?

11/1/2006
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Checked by AVG Free Edition.
Version: 7.1.409 / Virus Database: 268.13.23/513 - Release Date: 11/2/2006
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Terry Dobbs

2006-11-02 16:25:28 UTC

Permalink

Yes, but under notifications there is a en:Agent:OwnerUpdate notification.
All my agents work from the same queue, I just want them notified when
someone actually makes them owner of a ticket.

It seems there is a notification for it (en:Agent:OwnerUpdate notification),
I just dont know how to explicitly make put it in production. I dont need a
notification for every new ticket in the queue, just want to use the
en:Agent:OwnerUpdate notification.

----- Original Message -----
From: "Jeff Lansidel" <***@gmail.com>
To: "User questions and discussions about OTRS.org" <***@otrs.org>
Sent: Thursday, November 02, 2006 11:18 AM
Subject: Re: [otrs] Notify new owner of ticket?

Post by Jeff Lansidel
Under Admin, then click on "Users" you will see the "New Ticket
Notification" setting. This will notify them of any new tickets that arrive
in the "Queues" that they are assigned to.
Jeff

Post by Nils Breunese (Lemonbit)

I know there is a way to notify the new owner of a ticket, but I cant
find it anywhere. Under "Admin" if I click "Notifications" I can see

the

Post by Nils Breunese (Lemonbit)

en:Agent:OwnerUpdate notification. However, I cannot figure out how to
assign this to a user/queue?
Anyone have any idea?

--------------------------------------------------------------------------------

Post by Jeff Lansidel
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Mamakwa M. Sefiri

2006-11-02 14:05:57 UTC

Permalink

I once had the same problem, Queue Management and make customer State
Notify to be YES

-----Original Message-----
From: Nils Breunese (Lemonbit) [mailto:***@lemonbit.nl]
Sent: 02 November 2006 04:00 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Notify new owner of ticket?

Check out the first sentence of the Notifications chapter (http://
doc.otrs.org/2.1/en/html/x962.html). :o)

Nils Breunese.
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Nils Breunese (Lemonbit)

2006-11-02 14:22:43 UTC

Permalink

Post by Mamakwa M. Sefiri
I once had the same problem, Queue Management and make customer State
Notify to be YES

Terry was asking about agent notifications, so I don't think that
will help.

Nils Breunese.

Post by Mamakwa M. Sefiri
-----Original Message-----
Sent: 02 November 2006 04:00 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Notify new owner of ticket?

Check out the first sentence of the Notifications chapter (http://
doc.otrs.org/2.1/en/html/x962.html). :o)
Nils Breunese.

Terry Dobbs

2006-11-02 16:11:59 UTC

Permalink

To elaborate more...

The options in Preference I see are:
Move notification, ticket lock timeout notification, follow up notification,
new ticket notification.

I want an agent to be notified when I assign them as the owner of a ticket.
I have found OTRS to be very intuitive and have tweaked Sysconfig to make it
robust as I want, however I cant seem to figure out this very simple
problem..

----- Original Message -----
From: "Terry Dobbs" <***@rogers.com>
To: "User questions and discussions about OTRS.org" <***@otrs.org>
Sent: Thursday, November 02, 2006 11:08 AM
Subject: Re: [otrs] Notify new owner of ticket?

Post by Nils Breunese (Lemonbit)

I know there is a way to notify the new owner of a ticket, but I cant
find it anywhere. Under "Admin" if I click "Notifications" I can see
the en:Agent:OwnerUpdate notification. However, I cannot figure out how
to assign this to a user/queue?
Anyone have any idea?

--
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.409 / Virus Database: 268.13.23/513 - Release Date: 11/2/2006
_______________________________________________
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=> http://www.otrs.com/
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Nils Breunese (Lemonbit)

2006-11-02 17:14:21 UTC

Permalink

Post by Terry Dobbs
To elaborate more...
Move notification, ticket lock timeout notification, follow up
notification, new ticket notification.
I want an agent to be notified when I assign them as the owner of a
ticket. I have found OTRS to be very intuitive and have tweaked
Sysconfig to make it robust as I want, however I cant seem to
figure out this very simple problem..

Terry Dobbs

2006-11-02 21:23:42 UTC

Permalink

I know that, but it still does not help me. Under preferences a user can
select:
New ticket notification, Follow up notification, Ticket lock timeout
notification, Move notification.

A user can not select Owner Update notification even though under the
"Notifications" link in the Admin area there is a en:Agent:OwnerUpdate
notification you can edit.

All I want is to be emailed when someone makes you owner of a ticket. Which
looks like the en:Agent:OwnerUpdate notification, however there doesnt seem
to be a place for a user to enable this notification, as under preferences
you only see the options listed above...

----- Original Message -----
From: "Nils Breunese (Lemonbit)" <***@lemonbit.nl>
To: "User questions and discussions about OTRS.org" <***@otrs.org>
Sent: Thursday, November 02, 2006 12:14 PM
Subject: Re: [otrs] Notify new owner of ticket?

The manual says: "Via their preferences agents and customers can select
the system events for notifications." And that's just like it is: the
agent logs in, goes to his preferences and selects which notifications
(s)he wants to receive.
Nils Breunese.
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Alo Anesi

2006-11-02 19:43:08 UTC

Permalink

Is there any way to have a user see all tickets regardless of ownership?

Right now, if a ticket is owned by another user, then no one else can
see it.

Thanks,
Alo

-------------------------------------------------------
Aloiamoa Anesi, Jr.
Network Operations Engineer
Blue Sky Communications
478 Laufou Shopping Ctr
Pago Pago, American Samoa 96799
--
Ph: +1.684.699.2759 ext 1098
Cell: +1.684.258.1098
VoIP Business Hours: ***@voip.bluesky.as
VoIP After Hours: ***@voip.bluesky.as

Alo Anesi

2006-11-02 19:53:39 UTC

Permalink

I would like to add a field to the Customer user for the Company they
are associated with.

Is there a way to do this?

Thanks,
Alo

-------------------------------------------------------
Aloiamoa Anesi, Jr.
Network Operations Engineer
Blue Sky Communications
478 Laufou Shopping Ctr
Pago Pago, American Samoa 96799
--
Ph: +1.684.699.2759 ext 1098
Cell: +1.684.258.1098
VoIP Business Hours: ***@voip.bluesky.as
VoIP After Hours: ***@voip.bluesky.as

Jase Critchley

2006-11-02 22:16:59 UTC

Permalink

View the OTRS doc at http://doc.otrs.org/2.1/en/html/ and read through
section 9.4.3.

It shows you how to:

* Add fields into the customer_user table
* Include additional field in Customer Self Registration
* Include additional field in the default.pm file.

It's pretty simple, however there is a field already called CustomerID.
If you have multiple users with the same CustomerID then they can see
each others tickets.

i.e. User 1 and User 2 with the CustomerID of 'TestCompany'. Test 1 can
see Test 2 tickets and vice versa.

Good Luck,
Jase Critchley
Technical Director
SwitchSupport
Tel: 0845 094 0810
Mob: 0789 444 2068
w: http://www.switchsupport.co.uk
e: ***@switchsupport.co.uk

-----Original Message-----
From: otrs-***@otrs.org [mailto:otrs-***@otrs.org] On Behalf Of
Alo Anesi
Sent: 02 November 2006 19:54
To: User questions and discussions about OTRS.org
Subject: [otrs] Add a field to Customers

I would like to add a field to the Customer user for the Company they
are associated with.

Is there a way to do this?

Thanks,
Alo

-------------------------------------------------------
Aloiamoa Anesi, Jr.
Network Operations Engineer
Blue Sky Communications
478 Laufou Shopping Ctr
Pago Pago, American Samoa 96799
--
Ph: +1.684.699.2759 ext 1098
Cell: +1.684.258.1098
VoIP Business Hours: ***@voip.bluesky.as VoIP After Hours:
***@voip.bluesky.as

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Alo Anesi

2006-11-02 23:10:41 UTC

Permalink

I have searched SysConfig, and I can't seem to find the place to Agents
to set the next ticket state when adding a note.

There's a checkmark on Ticket::Frontend::AgentTicketNote###StateType in
Ticket -> Frontend::Agent::Ticket::ViewNote, but I don't see the option
when I add a note. The only fields are Subject, Options, Text,
Attachment, Note type and Time units.

I've checked the .dtl files and they have the block for it.

- Alo

-------------------------------------------------------
Aloiamoa Anesi, Jr.
Network Operations Engineer
Blue Sky Communications
478 Laufou Shopping Ctr
Pago Pago, American Samoa 96799
--
Ph: +1.684.699.2759 ext 1098
Cell: +1.684.258.1098
VoIP Business Hours: ***@voip.bluesky.as
VoIP After Hours: ***@voip.bluesky.as

j***@sourcedirect.com

2006-11-03 16:39:29 UTC

Permalink

Can you use the CustomerID field?

To record the company I always use the CustomerID field. However I always
use the internet domain name of the company rather than their actual company
name. This gives me consistency in the CustomerID field. That way when I
want to search for them... I don't have to wonder if someone entered CAS or
Computer Applied Services as a company name "CustomerID". That way when
multiple contacts from the same company exist and they click on company
tickets... it is sure to pull up tickets from their co-workers.

For the User ID I always use their email address. This insures uniqueness
for the User ID.

Not only does it solve the problem listed above... it also gives me three
pieces of information with just one piece of info... (user email address).

1) Username (Because it's the same as the email address)
2) Email Address (Known)
3) Customer ID (domain portion of the email address)

You still may need to list the actual company name and this doesn't really
address this, but I mentioned it in case it may be helpful to you for the
reasons listed.

Bryan

-----Original Message-----
From: otrs-***@otrs.org [mailto:otrs-***@otrs.org] On Behalf Of Alo
Anesi
Sent: Thursday, November 02, 2006 1:54 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] Add a field to Customers

I would like to add a field to the Customer user for the Company they
are associated with.

Is there a way to do this?

Thanks,
Alo

-------------------------------------------------------
Aloiamoa Anesi, Jr.
Network Operations Engineer
Blue Sky Communications
478 Laufou Shopping Ctr
Pago Pago, American Samoa 96799
--
Ph: +1.684.699.2759 ext 1098
Cell: +1.684.258.1098
VoIP Business Hours: ***@voip.bluesky.as
VoIP After Hours: ***@voip.bluesky.as

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