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Lotus Notes / Domino Sonstiges => Projekt Bereich => Help-Desk Applikation !!Help!! => Thema gestartet von: alecrespi am 30.01.07 - 12:39:20

Titel: Insert a New Ticket
Beitrag von: alecrespi am 30.01.07 - 12:39:20

How can I say the user to insert new ticket?
Do I have to copy and paste the module called "Helpdeskanfrage" in every mail database of the users? (if so how can I do that, with the administrato user I can't open single mail file)
Is there another way?
Are the user able to inserting a new ticket without deciding the supporter?
 :-:

Maybe I'm losing myself in a glass of water...  :'(
Thank you

Titel: Re: Insert a New Ticket
Beitrag von: eknori am 30.01.07 - 12:48:34

You only need the "Helpdeskanfrage" or QuickCall in case of beeing able to submit some of the user's system configuration.
Normally any mail sent to the helpdesk will be transformed into a new ticket by the supporter.

If you want to use the Helpdeskanfrage, you can copy the form to the mail template and let the designer task do its job.

Or , alternatively, you cam create a new database on the server called forms.ntf and copy the form to the design of this database.

When the user now clicks "Create - Other" , he will see the form Helpdeskanfrage w/o any update or modification of the mailfile itself.

Titel: Re: Insert a New Ticket
Beitrag von: alecrespi am 30.01.07 - 14:19:43

If I receive a new mail... with a "problem inside"...
how can I transform it in a new Ticket?
Do I have to re-type all the problem in a new ticket or is there an "import" function?

Titel: Re: Insert a New Ticket
Beitrag von: eknori am 30.01.07 - 14:36:08

OK, if you receive the mai in your very personal mailbox, you can use the Mail --> Ticket function ( a new function in 1.5.3 )

Titel: Re: Insert a New Ticket
Beitrag von: alecrespi am 30.01.07 - 16:53:09

... I think I saw that function somewhere in the past days...
 :-:
but I cannot find it anymore.
where can I search for it?
 :P

Titel: Re: Insert a New Ticket
Beitrag von: eknori am 31.01.07 - 16:39:23

as far as I can recall, I added this function to almost any view in the database ...

Titel: Re: Insert a New Ticket
Beitrag von: alecrespi am 01.02.07 - 10:15:35

so I have to admit that I can't see it?
Hoe can I make it show?
it would be VERY useful!!!
 ::)

Titel: Re: Insert a New Ticket
Beitrag von: eknori am 01.02.07 - 10:22:19

Do you really have Version 1.5.3 installed ?? When I open my db ... tadaaaaaaH ...

Titel: Re: Insert a New Ticket
Beitrag von: alecrespi am 01.02.07 - 12:24:33

I have this.
(I suppose 1.5.3 is the right version)

Titel: Re: Insert a New Ticket
Beitrag von: eknori am 01.02.07 - 12:49:15

never -- this is not Version 1.5.3.

Titel: Re: Insert a New Ticket
Beitrag von: alecrespi am 01.02.07 - 16:09:33

so...
how can I fix it?
 ???

Titel: Re: Insert a New Ticket
Beitrag von: eknori am 01.02.07 - 17:05:56

Download the latest version from OpenNTF. As you can see in the creenshot I've posted, even the GUI looks different from the installation you have.
The string 1.5.3 is only a string from a configuration document. This could be "Prince Charming" as well.  :D

Titel: Re: Insert a New Ticket
Beitrag von: alecrespi am 01.02.07 - 18:31:12

OK!
I've got it. I had to refresh the design
 :P