change owner,priority,state from single screen

[July]

Hello!

I converted company from using a system called RT to OTRS and one of the functions everyone liked is the ability to do every type of change from same screen, one single click vs many in otrs.... I am trying to find a way to be able to changed owner, priority, state all from one single click..... Below is what I am trying to accomplish


1. If you click reply it lets you do everything but change owner... If my manager replies to a ticket it will set him as owner and then only he can use the reply option. Yes he can change owner by clicking owner link but its a pain to do so many steps.

2. Can I make OTRS allow everyone to reply when a specific owner is set? Right now other users can only add notes...

3. Only way to change state is to reply to a ticket... is there a way to tell system if a note/ownership is added to automatically change state to open? Or even if its changed QUEUES? If someone touches ticket it shouldn't remain new because at that point someone has picked it up... I do not want to have to reply just to change the state. I can change it from free field but again point is to change things done often from single click not 3-6...

Pain in butt i know but these are things everyone was able to do before with old system and they want that ability back. Thank You!

[crythias]

If you click reply it lets you do everything but change owner... If my manager replies to a ticket it will set him as owner and then only he can use the reply option. Yes he can change owner by clicking owner link but its a pain to do so many steps.

This is by design. The person who replies is the owner.

Can I make OTRS allow everyone to reply when a specific owner is set? Right now other users can only add notes...

Yes, if the ticket is unlocked. But locking is better because it helps ensure that there is only one person who "has" the ticket and there isn't any "What did you do on this ticket?" "Who's handling this ticket" and, especially with regard to the customer, "But I already told the other agent this ..."

Only way to change state is to reply to a ticket... is there a way to tell system if a note/ownership is added to automatically change state to open?

No. This is by design. The ticket is still "New" until the customer has correspondence from the owner of the ticket. Just because there is a note on the ticket doesn't mean anybody is actively handling this ticket, and especially the customer has no idea until you communicate with her.

Or even if its changed QUEUES?

Same answer. Queue change has no relevance to the *Customer* that the ticket has been handled. You've just moved the ticket between hats.

[July]

Cynthias,

Thanks for answer as always but this environment is a bit different as we simply use OTRS to 1. track time worked on production issues 2. so that people submit a ticket if they need help rather than coming to IT desks and interrupting you.

I guess since this doesn't seem possible couple other questions.

1. When I run a report and purge it as a csv file excel has a tendency to change the ticket# and adds couple decimals by default... is this an OTRS thing or something I need to change in Excel so that the ticket# shows as it should?

2.0121E+16 <-- this is what my ticket# looks like

2. Is there a way to enter "estimated" time vs "timeworked". .... Estimated time is just a way for us to put how much time we feel we might spend on a project vs how much time we did spend.... I think timeaccounting might do this and for me its ok but seems complicated to show everyone else how to use it properly. Having a field like timeworked would be ideal..

THANKS A BUNCH AGAIN!

[crythias]

When I run a report and purge it as a csv file excel has a tendency to change the ticket# and adds couple decimals by default... is this an OTRS thing or something I need to change in Excel so that the ticket# shows as it should?

This is a limitation of Excel and 15 digit import.
http://superuser.com/questions/234997/h ... useless-da

Is there a way to enter "estimated" time vs "timeworked". .... Estimated time is just a way for us to put how much time we feel we might spend on a project vs how much time we did spend.... I think timeaccounting might do this and for me its ok but seems complicated to show everyone else how to use it properly. Having a field like timeworked would be ideal..

Sure. store it in a ticket dynamic field.

[hughkelley]

I would also like to be able change the owner at the time of the reply.

Our frontline team often triages and reassigns tickets to other teams. If they could do that reassignment as part of a reply it would make it easier/faster to send a quick note to the customer (letting him/her know that we have humans looking at the issue) and keep our behind-the-scenes workflow humming.

I wonder if there is a way to wire up the module from:

Frontend::Agent::Ticket::ViewNote Ticket::Frontend::AgentTicketNote###Owner

into

Frontend::Agent::Ticket::ViewCompose
or
Frontend::Agent::Ticket::ViewEmailNew

Has anybody else tried this?

[crythias]

The intention (my guess) is that the person handling the ticket would be the person to reply and at that point, the agent who clicks "Reply/Send" is self-assigning the ownership and at the same time letting the customer know "Hey, I"m the agent working on the ticket."

Again, (this is based upon what I gather from the intention of OTRS) this is to prevent confusion to the customer--Hey, I'm John, but George is the one who's handling the ticket. Customer: "Wait. do I respond to John or George? Who is George? If John's handling the ticket, why isn't he talking to me? If John isn't talking to me, does it matter to me that John's got the ticket?"

[crythias]

I want to modify a few of my answers:
1) If you want, you can add state change to, for instance, Note or Free Fields via Sysconfig.
2) there's already a provision for a per-article "amount worked" on a ticket.

[mducharme]

When it comes to the excel CSV thing you have to format the ticket number field properly in excel. I forget what format type turns the ticket number into a regular number, but the default converts numbers above a certain size to scientific notation. Excel does this to international long distance phone numbers too.

We use the ViewNote function to do this with Owner, priority and state added to it, allowing change of all three from one screen.

We have, however, run into an issue since upgrading from 3.1.3 to 3.1.11 - now, when we change either the priority or state from the Note screen, the owner changes to the first person alphabetically. Can anybody reproduce this issue?

Thanks