Re: [otrs] Agent Role Assignment

2015-02-03 Thread Dominik George 
Hi,

Am 03.02.2015 um 05:52 schrieb Sharad Mishra:
> What happens when if an agent "A” is mapped to a role "R” as well as to a 
> group “G”? What set of permissions will be applicable for A? Role -> Group or 
> Agent -> Group?

I imagine it would result in a superset of both. However, the OTRS docs
explicitly state that you must not use roles and groups together and you
should disable user-group-mappings altogether when using roles.

So in conclusion, the resulting behaviour is undefined as you are acting
clearly and intentionally against the workflow of OTRS.

-nik

-- 
tarent solutions GmbH
Service & Wartung

Rochusstraße 2-4, D-53123 Bonn • http://www.tarent.de/
Tel: +49 228 54881-0 • Fax: +49 228 54881-235
HRB AG Bonn 5168 • USt-ID (VAT): DE122264941
Geschäftsführer: Dr. Stefan Barth, Kai Ebenrett, Boris Esser, Alexander
Steeg



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Re: [otrs] Agent Role Assignment

2015-02-03 Thread Sharad Mishra 
Thats right. Thanks

Sharad Mishra
sharad.m...@gmail.com



> On 03-Feb-2015, at 2:11 pm, Dominik George  wrote:
> 
> Hi,
> 
> Am 03.02.2015 um 05:52 schrieb Sharad Mishra:
>> What happens when if an agent "A” is mapped to a role "R” as well as to a 
>> group “G”? What set of permissions will be applicable for A? Role -> Group 
>> or Agent -> Group?
> 
> I imagine it would result in a superset of both. However, the OTRS docs
> explicitly state that you must not use roles and groups together and you
> should disable user-group-mappings altogether when using roles.
> 
> So in conclusion, the resulting behaviour is undefined as you are acting
> clearly and intentionally against the workflow of OTRS.
> 
> -nik
> 
> -- 
> tarent solutions GmbH
> Service & Wartung
> 
> Rochusstraße 2-4, D-53123 Bonn • http://www.tarent.de/
> Tel: +49 228 54881-0 • Fax: +49 228 54881-235
> HRB AG Bonn 5168 • USt-ID (VAT): DE122264941
> Geschäftsführer: Dr. Stefan Barth, Kai Ebenrett, Boris Esser, Alexander
> Steeg
> 

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[otrs] Agent email response is not getting sent to the ticket originator

2015-02-03 Thread Scott R. Morgan 
When a customer emails our helpdesk, they receive the auto response and our 
agents are also emailed the ticket.  When the agent replies to the email, the 
originator of the ticket is not getting a copy of the response.  The email 
response is attached the ticket in the portal but the originator is not getting 
the response.

What setting controls this setting?  Our users only communicate to helpdesk via 
email.  Our agents communicate both via email (like when they are on the go and 
on their phone) and also via the portal.  I want to make sure that the 
responses to the ticket are automatically CC'd when the agent responds.

Thank you!

Scott R. Morgan
Director of Information Systems
Mama Fu's Franchise Group
512-949-3229 Help desk (NEW!)
512-949-3236 Office/Cell (NEW!)
sc...@mamafus.com /  http://www.mamafus.com

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Re: [otrs] Assign Queue Behavior

2015-02-03 Thread Scott R. Morgan 
Thanks.  Any idea when this will be available in the Admin interface? I am not 
comfortable making this change on my Amazon instance.


Thank you!

Scott R. Morgan
Director of Information Systems
Mama Fu's Franchise Group
512.949.3229 Help desk (NEW!)
512-949-3236 Office/Cell (NEW!)
sc...@mamafus.com / 
http://www.mamafus.com

Sent from my iPhone

On Jan 27, 2015, at 3:14 AM, Friedrich Kölbel 
mailto:friedrich.koel...@kmf.co.at>> wrote:

Hi Morgan,

https://otrs.github.io/doc/manual/admin/3.3/en/html/customization.html#id-1.7.2.3
Example 5.3. ACL disabling the closing of tickets in the raw queue, and hiding 
the close button

You can change this easy to benefit Your needs.

Regards, Fritz

--
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KMF DatenSystemeFriedrich Koelbel
Lagergasse 12 8020 Graz +436764209045
http://kmf.co.at off...@kmf.co.at
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Am 27.01.2015 um 00:58 schrieb 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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Re: [otrs] Agent email response is not getting sent to the ticket originator

2015-02-03 Thread Gerald Young 
Anyone who emails the system is a Customer. Agents should reply from the
web interface only. (There is an add-on for OTRS Subscribers that allow
Agent reply via email).

On Tue, Feb 3, 2015 at 6:52 PM, Scott R. Morgan  wrote:

>  When a customer emails our helpdesk, they receive the auto response and
> our agents are also emailed the ticket.  When the agent replies to the
> email, the originator of the ticket is not getting a copy of the response.
> The email response is attached the ticket in the portal but the originator
> is not getting the response.
>
>
>
> What setting controls this setting?  Our users only communicate to
> helpdesk via email.  Our agents communicate both via email (like when they
> are on the go and on their phone) and also via the portal.  I want to make
> sure that the responses to the ticket are automatically CC’d when the agent
> responds.
>
>
>
> Thank you!
>
>
>
>
> *Scott R. Morgan *Director of Information Systems
>
> Mama Fu's Franchise Group
>
> 512-949-3229 Help desk* (NEW!)*
>
> 512-949-3236 Office/Cell* (NEW!)*
>
> sc...@mamafus.com /  http://www.mamafus.com
>
>
>
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> OTRS mailing list: otrs - Webpage: http://otrs.org/
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>
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Re: [otrs] Agent email response is not getting sent to the ticket originator

2015-02-03 Thread Scott R. Morgan 
Where can I find the addon?


Thank you!

Scott R. Morgan
Director of Information Systems
Mama Fu's Franchise Group
512.949.3229 Help desk (NEW!)
512-949-3236 Office/Cell (NEW!)
sc...@mamafus.com / 
http://www.mamafus.com

Sent from my iPhone

On Feb 3, 2015, at 7:46 PM, Gerald Young 
mailto:cryth...@gmail.com>> wrote:

Anyone who emails the system is a Customer. Agents should reply from the web 
interface only. (There is an add-on for OTRS Subscribers that allow Agent reply 
via email).

On Tue, Feb 3, 2015 at 6:52 PM, Scott R. Morgan 
mailto:smor...@mamafus.com>> wrote:
When a customer emails our helpdesk, they receive the auto response and our 
agents are also emailed the ticket.  When the agent replies to the email, the 
originator of the ticket is not getting a copy of the response.  The email 
response is attached the ticket in the portal but the originator is not getting 
the response.

What setting controls this setting?  Our users only communicate to helpdesk via 
email.  Our agents communicate both via email (like when they are on the go and 
on their phone) and also via the portal.  I want to make sure that the 
responses to the ticket are automatically CC'd when the agent responds.

Thank you!

Scott R. Morgan
Director of Information Systems
Mama Fu's Franchise Group
512-949-3229 Help desk (NEW!)
512-949-3236 Office/Cell (NEW!)
sc...@mamafus.com /  
http://www.mamafus.com


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