Autor Thema: Insert a New Ticket  (Gelesen 4076 mal)

Offline alecrespi

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Insert a New Ticket
« 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

Offline eknori

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Re: Insert a New Ticket
« Antwort #1 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.

Offline alecrespi

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Re: Insert a New Ticket
« Antwort #2 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?

Offline eknori

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Re: Insert a New Ticket
« Antwort #3 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 )

Offline alecrespi

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Re: Insert a New Ticket
« Antwort #4 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

Offline eknori

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Re: Insert a New Ticket
« Antwort #5 am: 31.01.07 - 16:39:23 »
as far as I can recall, I added this function to almost any view in the database ...

Offline alecrespi

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Re: Insert a New Ticket
« Antwort #6 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!!!
 ::)

Offline eknori

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Re: Insert a New Ticket
« Antwort #7 am: 01.02.07 - 10:22:19 »
Do you really have Version 1.5.3 installed ?? When I open my db ... tadaaaaaaH ...


Offline alecrespi

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Re: Insert a New Ticket
« Antwort #8 am: 01.02.07 - 12:24:33 »
I have this.
(I suppose 1.5.3 is the right version)

Offline eknori

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Re: Insert a New Ticket
« Antwort #9 am: 01.02.07 - 12:49:15 »
never -- this is not Version 1.5.3.

Offline alecrespi

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Re: Insert a New Ticket
« Antwort #10 am: 01.02.07 - 16:09:33 »
so...
how can I fix it?
 ???

Offline eknori

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Re: Insert a New Ticket
« Antwort #11 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

Offline alecrespi

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Re: Insert a New Ticket
« Antwort #12 am: 01.02.07 - 18:31:12 »
OK!
I've got it. I had to refresh the design
 :P

 

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