Re: [otrs] KIX4OTRS-features

[Josu Lazkano]

Thanks Anna.

2015-01-21 17:20 GMT+01:00 Anna Brakoniecka :
>
>
> Hi Josu,
>
>
>
> some KIX4OTRS-features are:
>
>
>
> quick tickets (ticket templates) and import/Export of ticket templates,
> displaying of ticket templates can be limited to relevant agent groups
> re-use of article attachments within a ticket while ticket processing
> (e-mail-answers or notes)
> download of all attachments of a ticket as a zip-file
> deleting of all or selected attachments from a ticket view
> displaying of single Config Items can be limited to relevant agent groups
> CMDB search can be provided through ALL CI-classes (individual setting
> whether the search should be provided within common attributes or all
> attributes)
> saving and loading of CI graph (for example with personal alignment)
> search templates drop down in the toolbar includes now all search templates
> of a service agent (for tickets, CMDB and FAQ)
> automatic subscription to search templates from a chosen search template
> category (individual setting)
> new sidebar “contact information” instead of customer information
> (individual setting: an agent can chose which contacts should be displayed:
> contact data from the chosen ticket article or linked persons)
> new sidebar “Dynamic Fields”, which provides editable information about
> Dynamic Fields (central configuration of the set of displayed Dynamic Fields
> needed, personal setting: selection of individually displayed Dynamic Fields
> from the configured set of DF)
> displaying of detail information for owner and responsible (by use of the
> loop symbol)
> complex filter possibilities in the sidebar “linked objects”
> the columns in the table “linked objects” can be set individually
> the order of tables in the tab “linked objects” can be changed individually
> via drag & drop
> displaying of personal article flags (for example ToDo) in the ticket lists
> filter possibilities based on the personal marks / flags as for example ToDo
> or Important
> displaying of the personal article marks / flags in the article details
>
> interactive CI graph for clear overview and quick link of further CIs and
> for easy navigation within the IT or technical landscape
> individually configurable column attributes within inventory lists in the
> CMDB
> individually configurable column attributes in the ticket list area in the
> dashboard
> hierarchical text modules for the clear sorting of single text modules
> within defined categories
> „Save as Draft“ for temporary storage of e-mail answers and notes as draft
> search templates pool for easy management of search templates for team
> leader and agents
> use of ticket templates within PostMaster-Filters for pre-classification of
> automatic e-mails from monitoring systems, etc. or direct assignment of
> automatic e-mails to check lists
> Dynamic Fields (DropDown, List, AutoComplete) based on object-references of
> the customer-, agent- and company data including automatic link between
> person and a ticket
> extended customer information board for showing the assigned CIs of the
> customer (user)
> extended customer information board for showing detailed customer user view
> as in the ticket view
> mapping of Dynamic Fields with actions directly in the configuration of
> Dynamic Fields (allows choice of ticket actions directly in the DF
> configuration, allows setting DF as optional or obligatory)
> colour-coded marking of linked tickets due to ticket state
> colour-coded marking of tickets in the dashboard lists die to ticket state
> new tab for showing pictures / photos of a configuration item (CI) in the CI
> detailed view
> quick link in the CI detailed view and in the change management
>
> recognition and processing of external reference numbers from external
> systems
> copying of customer users and agents in the administration area
> quick link for objects with use of autocomplete functionality in the ticket
> tab "Linked objects"
> search templates in the dashboard area and as virtual queues
> individual marking of an article as for example ToDo and displaying of the
> marked articles as dashboard plug-in
> dynamic KIX-sidebar
> autocomplete function during ticket merging and ticket searching
> displaying or masking out of Dynamic Fields in accordance to workflow step
> due to the set ticket state or ticket type
> Switch-Button for quick switching between agent- and customer-frontend
> (without any additional login)
>
> comparing of CI version within CI detailed view
>
> ticket tab "ticket core data" and "attachments"
> assigned CIs while ticket processing and ticket creating
>
> article-related function button "article copy / move / delete" in the ticket
> view, single functions can be masked out in accordance to the permission
> conception
> article-related function button "edit article" in the ticket view, function
> can be masked out in accordance to the permission conception
> ticket-related button "merge customer tickets" which displays all open
> tic

[otrs] Assign Queue Behavior

[Scott R. Morgan]

When in the ticket view and change the Queue for the ticket, it exits the 
ticket view back to the Dashboard.  Is there a way to easily prevent this from 
occurring?

Also I have been looking for a way to assign the queue in the during a reply of 
a ticket.  I have been able to find and activate this option in about 6-7 other 
places like the ticket/add note screen but I still cannot find a way to assign 
the queue when replying to the ticket.
Thank you!

Scott R. Morgan


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Re: [otrs] Assign Queue Behavior

[Gerald Young]

Changing Queue during reply doesn't make sense. It's an agent-side issue
anyway. You don't need to inform your customers about customer-inactionable
label changes.

Once an agent has changed the ticket queue, it tends to unlock the ticket
by default. Since this isn't *your* ticket anymore, it (kind of) makes
sense that you'll be thrown back into tickets that you'd have access to,
especially if it might be that you sent the ticket to a queue you don't
have access to.

On Mon, Jan 26, 2015 at 1:08 PM, Scott R. Morgan 
wrote:

>  When in the ticket view and change the Queue for the ticket, it exits
> the ticket view back to the Dashboard.  Is there a way to easily prevent
> this from occurring?
>
>
>
> Also I have been looking for a way to assign the queue in the during a
> reply of a ticket.  I have been able to find and activate this option in
> about 6-7 other places like the ticket/add note screen but I still cannot
> find a way to assign the queue when replying to the ticket.
>
>  Thank you!
>
>
>
>
>
> *Scott R. Morgan *
>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
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Re: [otrs] Assign Queue Behavior

[Scott R. Morgan]

Would changing the lock status after changing queue fix the issue?  I seem to 
remember this changing after making available assign queue functionality from 
other locations in the OTRS system.  If so what setting would I look for?

As for assigning queue from the response screen: We have 2 agents and 9 queues. 
Both agents have access to all queues (including POSTAMASTER). The queues are 
broken up into a different queue for each different system supported by a 
different vendor.  When an agent first click the new article from the 
dashboard, they need and wants to pen a response, If they the ticket right then 
and there the ticket will be in the wrong (POSTMASTER) queue.  I would like to 
be able to prevent tickets from being closed in the POSTAMASTER queue and if it 
is attempted ask for the Queue when the closing in the POSTMASTER action is 
attempted.  This way they don’t have to back out, assign queue re-write the 
response and close or then have to dig through the closed tickets to then 
reassign to the queue (never happens).  We may not be following standard 
helpdesk procedures but when we are dealing with 30-50 tickets a day we need to 
speed the interaction of the ticket system and reduced steps.

Thank you!

Scott R. Morgan


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Monday, January 26, 2015 12:27 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Assign Queue Behavior

Changing Queue during reply doesn't make sense. It's an agent-side issue 
anyway. You don't need to inform your customers about customer-inactionable 
label changes.

Once an agent has changed the ticket queue, it tends to unlock the ticket by 
default. Since this isn't *your* ticket anymore, it (kind of) makes sense that 
you'll be thrown back into tickets that you'd have access to, especially if it 
might be that you sent the ticket to a queue you don't have access to.

On Mon, Jan 26, 2015 at 1:08 PM, Scott R. Morgan 
mailto:smor...@mamafus.com>> wrote:
When in the ticket view and change the Queue for the ticket, it exits the 
ticket view back to the Dashboard.  Is there a way to easily prevent this from 
occurring?

Also I have been looking for a way to assign the queue in the during a reply of 
a ticket.  I have been able to find and activate this option in about 6-7 other 
places like the ticket/add note screen but I still cannot find a way to assign 
the queue when replying to the ticket.
Thank you!

Scott R. Morgan


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Re: [otrs] Assign Queue Behavior

[Gerald Young]

Alternatively, you can prevent the reply from being generated from
Postmaster and reduce available tasks in that queue to essentially
Move/Change Queue or Close ticket.

On Mon, Jan 26, 2015 at 3:23 PM, Scott R. Morgan 
wrote:

>  Would changing the lock status after changing queue fix the issue?  I
> seem to remember this changing after making available assign queue
> functionality from other locations in the OTRS system.  If so what setting
> would I look for?
>
>
>
> As for assigning queue from the response screen: We have 2 agents and 9
> queues. Both agents have access to all queues (including POSTAMASTER). The
> queues are broken up into a different queue for each different system
> supported by a different vendor.  When an agent first click the new article
> from the dashboard, they need and wants to pen a response, If they the
> ticket right then and there the ticket will be in the wrong (POSTMASTER)
> queue.  I would like to be able to prevent tickets from being closed in the
> POSTAMASTER queue and if it is attempted ask for the Queue when the closing
> in the POSTMASTER action is attempted.  This way they don’t have to back
> out, assign queue re-write the response and close or then have to dig
> through the closed tickets to then reassign to the queue (never happens).
> We may not be following standard helpdesk procedures but when we are
> dealing with 30-50 tickets a day we need to speed the interaction of the
> ticket system and reduced steps.
>
>
>
> Thank you!
>
>
>
>
>
> *Scott R. Morgan *
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Gerald Young
> *Sent:* Monday, January 26, 2015 12:27 PM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] Assign Queue Behavior
>
>
>
> Changing Queue during reply doesn't make sense. It's an agent-side issue
> anyway. You don't need to inform your customers about customer-inactionable
> label changes.
>
>
>
> Once an agent has changed the ticket queue, it tends to unlock the ticket
> by default. Since this isn't *your* ticket anymore, it (kind of) makes
> sense that you'll be thrown back into tickets that you'd have access to,
> especially if it might be that you sent the ticket to a queue you don't
> have access to.
>
>
>
> On Mon, Jan 26, 2015 at 1:08 PM, Scott R. Morgan 
> wrote:
>
>  When in the ticket view and change the Queue for the ticket, it exits
> the ticket view back to the Dashboard.  Is there a way to easily prevent
> this from occurring?
>
>
>
> Also I have been looking for a way to assign the queue in the during a
> reply of a ticket.  I have been able to find and activate this option in
> about 6-7 other places like the ticket/add note screen but I still cannot
> find a way to assign the queue when replying to the ticket.
>
> Thank you!
>
>
>
> *Scott R. Morgan*
>
>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
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Re: [otrs] Assign Queue Behavior

[Scott R. Morgan]

What setting will change remove the Reply option if a ticket is in the 
POSTMASTER queue?

Thank you!

Scott R. Morgan


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Monday, January 26, 2015 4:20 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Assign Queue Behavior

Alternatively, you can prevent the reply from being generated from Postmaster 
and reduce available tasks in that queue to essentially Move/Change Queue or 
Close ticket.

On Mon, Jan 26, 2015 at 3:23 PM, Scott R. Morgan 
mailto:smor...@mamafus.com>> wrote:
Would changing the lock status after changing queue fix the issue?  I seem to 
remember this changing after making available assign queue functionality from 
other locations in the OTRS system.  If so what setting would I look for?

As for assigning queue from the response screen: We have 2 agents and 9 queues. 
Both agents have access to all queues (including POSTAMASTER). The queues are 
broken up into a different queue for each different system supported by a 
different vendor.  When an agent first click the new article from the 
dashboard, they need and wants to pen a response, If they the ticket right then 
and there the ticket will be in the wrong (POSTMASTER) queue.  I would like to 
be able to prevent tickets from being closed in the POSTAMASTER queue and if it 
is attempted ask for the Queue when the closing in the POSTMASTER action is 
attempted.  This way they don’t have to back out, assign queue re-write the 
response and close or then have to dig through the closed tickets to then 
reassign to the queue (never happens).  We may not be following standard 
helpdesk procedures but when we are dealing with 30-50 tickets a day we need to 
speed the interaction of the ticket system and reduced steps.

Thank you!

Scott R. Morgan

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of 
Gerald Young
Sent: Monday, January 26, 2015 12:27 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Assign Queue Behavior

Changing Queue during reply doesn't make sense. It's an agent-side issue 
anyway. You don't need to inform your customers about customer-inactionable 
label changes.

Once an agent has changed the ticket queue, it tends to unlock the ticket by 
default. Since this isn't *your* ticket anymore, it (kind of) makes sense that 
you'll be thrown back into tickets that you'd have access to, especially if it 
might be that you sent the ticket to a queue you don't have access to.

On Mon, Jan 26, 2015 at 1:08 PM, Scott R. Morgan 
mailto:smor...@mamafus.com>> wrote:
When in the ticket view and change the Queue for the ticket, it exits the 
ticket view back to the Dashboard.  Is there a way to easily prevent this from 
occurring?

Also I have been looking for a way to assign the queue in the during a reply of 
a ticket.  I have been able to find and activate this option in about 6-7 other 
places like the ticket/add note screen but I still cannot find a way to assign 
the queue when replying to the ticket.
Thank you!

Scott R. Morgan


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