[SOLVED] Know an answer came to an open ticket

[HervE]

Hello,

A simple stupid question, but...

How can I know that an answer just came to an existing open ticket?

I think there may be different ways to achieve that through configuration (for instance add an 'answered' status, or add a new field, or open a pop-up window, or color...), but is there a simple easy quick way? Maybe something included into OTRS normal usage?

I can't believe nobody already asked that!

Regards,
HervE

[crythias]

from customer?

Create New state "FollowUpPosted" of type open

PostmasterFollowUpState: "FollowUpPosted"

http://forums.otrs.org/viewtopic.php?f=61&p=21776 (followup after closed ticket)
http://forums.otrs.org/viewtopic.php?f=62&t=8170 (followup after open ticket)

You'll need to figure a way to change state back to "Open" ... Generic Agent or manually or something.

ETA: I *thinK* 3.0 also has a star that indicates new activity.

[HervE]

from customer?

Yes, from customer. Or from third party. Or from anyone but agents (OTRS system address).

So you think the best way is to create a new state!?

You'll need to figure a way to change state back to "Open" ... Generic Agent or manually or something.

I think Ticket::Frontend::AgentTicketCompose###StateDefault = open should make it.

ETA: I *thinK* 3.0 also has a star that indicates new activity.

Interesting. Can anybody using 3.0 confirm please? What kind of new activity is considered?

HervE

[iztok]

Yes, star appears when ticket has new articles. I'm using 3.0.5

[HervE]

Yes, star appears when ticket has new articles. I'm using 3.0.5

Any article? Including agent's answer to customer? Including internal note? How long is an article 'new', i.e. how long does the star appear?

HervE

[jojo]

until the agent read it

[crythias]

So you think the best way is to create a new state!?

In 2.4, yes, perhaps, or change state back to "new", on followup, which has its own drawbacks (is it new? or is it open with followup?). In 3.0, probably not: the star appears to handle it.

[HervE]

In 2.4, yes, perhaps, or change state back to "new", on followup, which has its own drawbacks (is it new? or is it open with followup?). In 3.0, probably not: the star appears to handle it.

The star is interesting, but I don't know on which article types it comes. And as jojo says, it disappears as soon as the article is read. Let alone the inconvenience of upgrading to 3.0.

Change state back to "new" is too dangerous in my opinion. "New" must stay "new".

Having a new state is interesting, and probably the most interesting for the way we work (I need my manager's confirmation though), because it separates the tickets which are "up to the customer" from those which are "up to the agents".
Especially if I manage to create a new list on the dashboard for the tickets of this state. Could you help me with that please?

HervE

[HervE]

I think I will give OTRS 3.0 a try.

HervE

[HervE]

Hello,

Although I upgraded to 3.0.6 where the star is interesting, I still want to separate tickets with an answer from the customer from tickets waiting for a customer's answer. The first ones will be of state "action needed" (a new state of type "open"), whereas the others remain of state "open".

The mechanism works fine.

But now comes the tricky part.
How to create in the dashboard the list of the open tickets (only), and a different list for the "action needed" tickets?
In the dashboard configuration it seems you can only separate on StateType, not on State.
So how to do? Do I need a new StateType (which would not make sense)?

Regards,
HervE

[crythias]

Actually, State Type would make sense if you were separating out a dashlet. You'd create a new state type of, say, "followed-up" with an appropriate state to filter out/display. On the other hand, perhaps setting tickets to pending auto-close after "dealing" with them might be an idea, because they'll by default disappear from the dashboard.

If the idea is to have the dashboard only deal with "live" tickets (that is, only tickets that need an agent response), the assumption is made that, once a ticket has been acted upon by the agent, it's probably not relevant to show up on the dashboard unless there's a response from the customer, so pending auto-close will "remove" the ticket from the dashboard while awaiting a response from the customer.

Also take a look at this thread: http://forums.otrs.org/viewtopic.php?f=62&t=5988

[HervE]

OK, I have created a new state type. (Why not, after all.)

On the other hand, perhaps setting tickets to pending auto-close after "dealing" with them might be an idea, because they'll by default disappear from the dashboard.
If the idea is to have the dashboard only deal with "live" tickets (that is, only tickets that need an agent response)

No, the idea is to separate tickets that need an agent's response from tickets that need a customer's response. Both have to be seen on the dashboard, not to disappear.

Thanks for your help.
HervE

[ayt]

hi everybody
I have two server otrs

the problem is
if access otrs by iphone server 1 ( win 2003 standard edition)
i can see article below ticket

but access another server 2 ( win 2003 enterprise )
i can't see article below ticket

show error in iphone

failed to execute request on the otrs server

(( No article found in this ticket ))