[otrs] Customer Notifications New Ticket/Closed Ticket

[Le machito]

Hi all,

Our OTRS is accessed only by agents, the customers send emails and the call center distribute this request to the different queues. I am looking to add a Customer Notification (By email) to say:

1) Your new request have the ticket number xxx, etc etc

2) Your ticket xxx is closed. Thanks etc etc

I don't want to use the option "change status" because I am interested only in this 2 solutions. (New Ticket-Closed Ticket)

Do you know where can I configure it?

Thanks in advance

Raoul

[Jeremy Adams]

OTRS does send the first message you speak of. As for the second message, we created a response. In ORTS click admin then response then add the response you would like. Now this method is not an auto response, whatever you create in this area will show up in the left of the screen in each ticket. The agent will have to click on the newly created response then send it.

hope this helps.

Jeremy Adams
PC Support Specialist I
Cedar Valley College
972.860.8086

>>> Le machito <elma...@gmail.com> 04/08/09 11:20 AM >>>

Thanks in advance
Raoul

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[James Burk]

Hello all.

I've implemented OTRS ITSM 1.2.3. I've come across a situation I can't explain. It seems that only the Owner of a Ticket can see that Ticket in the Queue View. I want all Agents in the Group assigned to a Queue to be able to view those Tickets whether they are Owner or not. How do I do this?

Thanks and best regards,

Jim

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[Leonardo Certuche]

Hi there,

 

Go to index.pl?Action=AdminUserGroup and associate each User(Agent) to Groups. Then go to index.pl?Action=AdminQueue and associate each queue to a Group. When an user has access over a group, he will also have access to the queue associated to that group. 

 

Greetings,

--
Leonardo Certuche
301 284 6250
leonardo...@itcon-ltda.com
www.itcon-ltda.com
Medellín, Colombia

[James Burk]

Thank you Leonardo. You seem to be the only one in the community who
will answer my questions.

It seems, however, the Agent must be the Owner of the ticket for it to
show up in the Queue. Does this seem reasonable?
For example I have a group called security test group and an associated
queue, security test queue. There are two agents in the group, myself
and a colleague. When I create a ticket and by default the Owner is me,
I can view the ticket. When I create a ticket and assign Ownership to
my colleague, I cannot see the ticket in the Queue. I can search and
find it, but it is not visible in the queue for me.

Curious, eh?

Regards,

Jim

>>> Leonardo Certuche <leonardo...@itcon-ltda.com> 4/14/2009
12:33 PM >>>

[Greg Pennell - HSA Global]

James,

I think this is working as designed. The queue view only displays unlocked tickets by default (if the owner is set I believe the ticket is locked to that agent. However when you are in the queue view you are able to display all tickets - just above the "My Queues" link there is a line that says "Tickets shown..... All Tickets xx" The xx is a link which should display all tickets locked and unlocked which are in your My Queues

Greg

[Marco Vannini]

this is the manner that tickets are managed by otrs. It means that a
ticket is in "work in progress" by the agent that has taken it.

Listed in the browse windows mean that ticket are not owned by anyone
("waiting to be worked") so not still in "wip" state

[James Burk]

Thank you Marco.

In our installation we have a rule that the Service Desk assigns
tickets only at the Group level, not the Agent level. That way "Queue
Monitors" for the Groups can then assign to the Agents and begin the
work in progress. As OTRS by default assigns the ticket creator as the
owner unless explicitly assigned, how will the queue monitors be able to
view the ticket in order to assign? Yes, they will get a notification
that a ticket has been assigned to their group, but they won't be able
to view the queue. Am I still missing something?

Best regards,

Jim

>>> Marco Vannini <marco....@gmail.com> 4/14/2009 3:31 PM >>>

[Marco Vannini]

It looks quite strange. unless it is not configured something strange
seem that SD sets agents too. Are you able to tell us how they do a
ticket ? they sends email or they use the web interface ? are they
otrs agents or customer ?

Are you able to tell us how SD opens tickets

[Leonardo Certuche]

One of the clients my company has deployed OTRS::ITSM to, wanted to have control over all tickets, even the locked ones. Since Ticket::Frontend::AgentTicketOwner###RequiredLock set to NO did NOT do the trick, we decided to use a cron job to unlock all tickets once in awhile:

*/10 * * * * perl /opt/otrs/bin/UnlockTickets.pl --all > /dev/null 2>&1

Hope it somehow helps.

[James Burk]

Hello Marco. I apologize if I have over simplified your question. But
this is how my organization creates and work tickets with OTRS.

Our organization has decided that tier 1 (service desk) and tier 2
(advanced support groups) are Agents in OTRS. All of these Agents are
assigned to Groups, and each Group is associated with a similarly named
Queue. Our service desk receives calls from users, as most
organizations do, and SD uses client interface Phone-ticket to create
tickets. When they understand what Service is failing they select that.
We have the Services associated with the support Groups/Queue. The SD
selects the Queue from the "To" field. After all the pertinent
information is completed they Create and an email notification goes to
the user and to the Group to whom the ticket was assigned. The tier 2
support Group then assigns to a particular Agent within the Group and
they resolve the ticket.

As I think you know OTRS is also capable of accepting email from users,
and then filters them into the proper Queue. We have decided not to
implement that capability at this time.

Best regards,

Jim

>>> Marco Vannini <marco....@gmail.com> 4/14/2009 4:59 PM >>>

[James Burk]

Hello all, again. Recent assistance is appreciated. I have another problem.

We are classifying our tickets by Services. We have 287 defined. All are defined and visible from the Services link on the admin interface below the General Catalog. My Services view and Customer Users to Services limits me to view only 200 of them. Anyone know where I can change this limit? When I look at System Log I see an error "Sizelimit exceeded".

Best regards,

[Ronaldo Richieri]

I'm having the same problem I guess. When I'm on Customer User to Service, a red alert is shown ">200".

2009/4/15 James Burk <James...@dornc.com>

--
Ronaldo Richieri
(15) 8818-2009
Sent from Rio de Janeiro, Brasil

[Ronaldo Richieri]

I don't why this limit is set at the source code.

James, here is what I have done to fix it.

I'm using OTRS 2.3.4, so, if you are using this version, edit the file:

Kernel/Modules/AdminCustomerUserService.pm

And change the line 48:

my $SearchLimit = 200;

to something like

my $SearchLimit = 2000;

Hope it hepls you :-)

Thanks

Ronaldo

2009/4/15 Ronaldo Richieri <rich...@gmail.com>

[Marco Vannini]

mmm, so there is no problem ... :D

When ticket step from tier 1 to tier 2 is listed as "open ticket" and is visible to everyone that has visibility to that queue.
When the tier 2 is applied (Queue manager assign  ticket to an agent), this ticket pass to "locked state".
In this case it is visible from the http://xxxxxx/otrs/index.pl?Action=AgentTicketMailbox (the icon on top-right) of the owner agent and could be viewed by all the other queue operator in
http://xxxxxx/otrs/index.pl?Action=AgentTicketQueue&QueueID=0&ViewAll=1
in the row just down of [ Queue: My Queues ] (the line down the top icons)  that report "Tickets shown: 0 - Page: - Tickets available: 0 - All tickets: 4".

Or just for "monitoring" purposes you can give a try to otrs-manager. With it, you and others, can have a general view of what happens (attached image as example)

[Frans Stekelenburg]

Jim,

You already received some good feedback.

According your scenario as described, OTRS works straight forward to the way you desire:

A 'servicedesk QUEUE' that receives all the cases (possibly also tier-2 reassign back to this Queue), and from there MOVING (reassigning, changing) to the proper specialist queue (tier-2). I think move/assigning to queue will have the desired outcome (no need I think to have a "group agent" to set ownership to (by default), but still this IS an option).

You are, as far as I can see, facing some issues with functionality as "locking" and "ownership". A few tweaks may come in handy.


Locking
-------
The functionality has been previously explained. There are a few settings you could tweak to your needs however. Even to view _always_ the 'locked' state tickets, however this would blur the overview on cases actually needing action from someone- in queue view! There is a script, by the way, to unlock tickets automatically (can be scheduled as needed).


You can set the following options, that I think may help you in fine tuning to your needs:

As Admin in sysconfig under 'Ticket -> Core::Ticket'

# Ticket::EventModulePost###1-ForceStateChangeOnLock:
# Ticket event module to force a new ticket state after lock action.
# As key you have to define the current state and the next state as
# content after lock action.

Sets it from 'new' to 'open' by default

# Ticket::EventModulePost###1-ForceOwnerResetOnMove:
# Ticket event module to reset and unlock the owner if ticket gets moved to another queue.

Probably you already have set this - I think you need to!

# Ticket::EventModulePost###99-ForceUnlockOnMove:
# Ticket event module to force tickets to be unlocked after moving to another queue.
This also.

# Ticket::ViewableLocks:
# Viewable locks. Default: unlock, tmp_lock.
What tickets show up in overviews. Like I said before, I would not add locked here...
To get a better overview, better use StateView (explained later) or search, or template search.

# Ticket::UnlockStateType:
# The states for unlocked tickets.
# You can unlock tickets with the script "bin/UnlockTickets.pl".
This relates to the script that unlockes (as desired; hourly, daily....?)


Perhaps also useful:

# Ticket::ViewableStateType:
# State types for a ticket to display.


Your queue owners should I think see open or new cases, and assign them accordingly.
If not agents themselves can take ownership (default scenario)



StatusView
----------
A very handy button to add next to QueueView, which by default is OFF.
Set under SysConfig: Ticket -> Frontend::Agent::ModuleRegistration

# Frontend::Module###AgentTicketStatusView:
# Frontend module registration for the AgentTicketStatusView
# object in the agent interface.
# Ticket -> Frontend::Agent::Ticket::ViewStatus


Search with templates
---------------------
A function also not automatically set, but useful to us:
Under Ticket -> Frontend::Agent::NavBarModule

# Frontend::NavBarModule###1-Ticket::TicketSearchProfile:
# Agent interface module to access search profiles via nav bar.


Moving
------
You likely have configured the agent/user profiles who can move_into, or not.
You could change the default Move/Change to button behavior:

# Ticket::Frontend::MoveType:
# The queue selection can be shown in a dropdown list or in a new window.
# If "New Window" is set you can add a move note to the ticket.

The position of the button/function is odd (and it shifts down).
I am still looking into a way to have this button removed, or moved to the default action bar. Moving to a queue could also be done through let's say a 'Note' action.



ACL
---
For a certain restriction in workflow, not standard handled by OTRS you may want to look into the ACL functionality (e.g. 'Close' not an option in tier-2 queues, Move or possible queues to move to limited to.... customers, agents etc.)

gr,
Frans

> -----Original Message-----
> From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of
> James Burk
> Sent: woensdag 15 april 2009 20:01
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Queue View and Ticket Owner
>

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> E-Mail correspondence to and from this sender may be subject to the
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> E-Mail correspondence to and from this sender may be subject to the
> North Carolina Public Records Law, and may be disclosed to third
> parties.
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> E-Mail correspondence to and from this sender may be subject to the
> North Carolina Public Records Law, and may be disclosed to third
> parties.
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>

[Marco Vannini]

great hints Frans, I've used some of them right now too ... It's never too late to learn something (literal translation of a typical italian saying)

[Frans Stekelenburg]

And that would be “you are never too old to learn” in typical dutch J

A truth that we daily face in our profession.

 

gr,

Frans