How do I add a due date the customer interface?
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- Znuny newbie
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- Real Name: Marko Kitzing
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How do I add a due date the customer interface?
Search for "due" or "due date" in the forum is not possible ("due" is ignored ), so here you go:
Is it possible? If yes, how? Why is it missing in the first place? Imho a due date is a pretty important information of a service request, don't you think?
Is it possible? If yes, how? Why is it missing in the first place? Imho a due date is a pretty important information of a service request, don't you think?
Produktives OTRS:
- OTRS 3.0.11
- Support 1.2.8
- OTRS 3.1.1
- ITSM 3.1.1
- FAQ 2.1.1
- Support 1.3.2
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- Znuny superhero
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Re: How do I add a due date the customer interface?
This is solved with escalation times and/or services in case you work with ITSM.
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
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- Znuny superhero
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Re: How do I add a due date the customer interface?
Try to activate FreeTimeField # don't remember. See in AdminConfig Area with ITSM package installed
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
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- Znuny newbie
- Posts: 17
- Joined: 18 Jan 2012, 15:07
- Znuny Version: 3.1.0
- Real Name: Marko Kitzing
- Company: Idealo Internet GmbH
Re: How do I add a due date the customer interface?
Ok. I've found something in Core::TicketFreeTime. I still have to figure out what all those entries mean etc.
But where do I go from there? A due date field will not simply appear in the CI, won't it? How do I make it manditory?
But where do I go from there? A due date field will not simply appear in the CI, won't it? How do I make it manditory?
Produktives OTRS:
- OTRS 3.0.11
- Support 1.2.8
- OTRS 3.1.1
- ITSM 3.1.1
- FAQ 2.1.1
- Support 1.3.2
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- Znuny newbie
- Posts: 17
- Joined: 18 Jan 2012, 15:07
- Znuny Version: 3.1.0
- Real Name: Marko Kitzing
- Company: Idealo Internet GmbH
Re: How do I add a due date the customer interface?
I want the customers to be able to specify a due date. The hope is to never run into an escalationferrosti wrote:This is solved with escalation times and/or services in case you work with ITSM.
Produktives OTRS:
- OTRS 3.0.11
- Support 1.2.8
- OTRS 3.1.1
- ITSM 3.1.1
- FAQ 2.1.1
- Support 1.3.2
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- Znuny superhero
- Posts: 723
- Joined: 10 Oct 2007, 14:30
- Znuny Version: 3.0
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Re: How do I add a due date the customer interface?
Yeah, and what do you think how long it will take until the first customer gives a due date for dates in the past?
I just can give you the advice to solve this with services, which themselves require problem solving times. As soon as your customers see, that they can specify a certain date, they´ll go for ASAP or give you a couple of seconds.
I just can give you the advice to solve this with services, which themselves require problem solving times. As soon as your customers see, that they can specify a certain date, they´ll go for ASAP or give you a couple of seconds.
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
Re: How do I add a due date the customer interface?
Hello,
in the demo of OTRS (http://www.otrs.com/products/help-desk/online-demo/) it is possible to set an delivery date.
How can I activate this in OTRS/ITSM?
Kind regards,
richydom
in the demo of OTRS (http://www.otrs.com/products/help-desk/online-demo/) it is possible to set an delivery date.
How can I activate this in OTRS/ITSM?
Kind regards,
richydom
OTRS 3.0.10 with ITSM 3.0.5 on Ubuntu with MySQL database connected to an Active Directory for Agents and Customers
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- Znuny newbie
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Re: How do I add a due date the customer interface?
Hey, nice find!!richydom wrote:Hello,
in the demo of OTRS (http://www.otrs.com/products/help-desk/online-demo/) it is possible to set an delivery date.
How can I activate this in OTRS/ITSM?
Kind regards,
richydom
This is exactly what I want! How can this be done?
Produktives OTRS:
- OTRS 3.0.11
- Support 1.2.8
- OTRS 3.1.1
- ITSM 3.1.1
- FAQ 2.1.1
- Support 1.3.2
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- Znuny newbie
- Posts: 17
- Joined: 18 Jan 2012, 15:07
- Znuny Version: 3.1.0
- Real Name: Marko Kitzing
- Company: Idealo Internet GmbH
Re: How do I add a due date the customer interface?
Ok, I know how to do it in OTRS 3.1.1.
You have to create a new dynamic field for tickets (Admin -> dynamic fields) of type "Date" with the appropriate options. Then you have to activate the new field for the CI in the SysConfig (Ticket -> Frontend::Customer::Ticket::ViewNew).
You have to create a new dynamic field for tickets (Admin -> dynamic fields) of type "Date" with the appropriate options. Then you have to activate the new field for the CI in the SysConfig (Ticket -> Frontend::Customer::Ticket::ViewNew).
Produktives OTRS:
- OTRS 3.0.11
- Support 1.2.8
- OTRS 3.1.1
- ITSM 3.1.1
- FAQ 2.1.1
- Support 1.3.2
Re: How do I add a due date the customer interface?
There is an easier and better way to show the delivery date.
Ticket -> Frontend::Customer::Ticket::ViewNew -> Ticket::Frontend::CustomerTicketMessage###TicketFreeTime
Set Key 6 with Content 0 = Disabled, 1 = Enabled, 2 = Enabled and required
Ticket -> Frontend::Customer::Ticket::ViewNew -> Ticket::Frontend::CustomerTicketMessage###TicketFreeTime
Set Key 6 with Content 0 = Disabled, 1 = Enabled, 2 = Enabled and required
OTRS 3.0.10 with ITSM 3.0.5 on Ubuntu with MySQL database connected to an Active Directory for Agents and Customers
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- Znuny superhero
- Posts: 631
- Joined: 17 Mar 2011, 14:40
- Znuny Version: 5.0.6
- Real Name: Yuri Kolesnikov
- Location: Russia
Re: How do I add a due date the customer interface?
What do you mean CI? ConfigItem or some else?kitzingmarko wrote:Ok, I know how to do it in OTRS 3.1.1.
You have to create a new dynamic field for tickets (Admin -> dynamic fields) of type "Date" with the appropriate options. Then you have to activate the new field for the CI in the SysConfig (Ticket -> Frontend::Customer::Ticket::ViewNew).
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
-
- Znuny newbie
- Posts: 17
- Joined: 18 Jan 2012, 15:07
- Znuny Version: 3.1.0
- Real Name: Marko Kitzing
- Company: Idealo Internet GmbH
Re: How do I add a due date the customer interface?
This way is not available in OTRS 3.1.1, but I've found it in version 3.0.11, which is our current productive version.richydom wrote:There is an easier and better way to show the delivery date.
Ticket -> Frontend::Customer::Ticket::ViewNew -> Ticket::Frontend::CustomerTicketMessage###TicketFreeTime
Set Key 6 with Content 0 = Disabled, 1 = Enabled, 2 = Enabled and required
So thank you very much, sir!
Produktives OTRS:
- OTRS 3.0.11
- Support 1.2.8
- OTRS 3.1.1
- ITSM 3.1.1
- FAQ 2.1.1
- Support 1.3.2
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- Znuny newbie
- Posts: 17
- Joined: 18 Jan 2012, 15:07
- Znuny Version: 3.1.0
- Real Name: Marko Kitzing
- Company: Idealo Internet GmbH
Re: How do I add a due date the customer interface?
Customer Interfaceyuri0001 wrote:What do you mean CI? ConfigItem or some else?
Produktives OTRS:
- OTRS 3.0.11
- Support 1.2.8
- OTRS 3.1.1
- ITSM 3.1.1
- FAQ 2.1.1
- Support 1.3.2
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- Znuny newbie
- Posts: 17
- Joined: 18 Jan 2012, 15:07
- Znuny Version: 3.1.0
- Real Name: Marko Kitzing
- Company: Idealo Internet GmbH
Re: How do I add a due date the customer interface?
I managed to make a due date available in the CI and also gave it a meaningful name, but it's only in German. If I switch to English, it's still displayed in German.kitzingmarko wrote:This way is not available in OTRS 3.1.1, but I've found it in version 3.0.11, which is our current productive version.richydom wrote:There is an easier and better way to show the delivery date.
Ticket -> Frontend::Customer::Ticket::ViewNew -> Ticket::Frontend::CustomerTicketMessage###TicketFreeTime
Set Key 6 with Content 0 = Disabled, 1 = Enabled, 2 = Enabled and required
So thank you very much, sir!
Is there a way to provide the system with localized versions of such names?
Produktives OTRS:
- OTRS 3.0.11
- Support 1.2.8
- OTRS 3.1.1
- ITSM 3.1.1
- FAQ 2.1.1
- Support 1.3.2
Re: How do I add a due date the customer interface?
Try to edit Ticket -> Core::TicketFreeTime -> TicketFreeTimeKey6 (Default: due date)I managed to make a due date available in the CI and also gave it a meaningful name, but it's only in German. If I switch to English, it's still displayed in German.
Is there a way to provide the system with localized versions of such names?
OTRS 3.0.10 with ITSM 3.0.5 on Ubuntu with MySQL database connected to an Active Directory for Agents and Customers
-
- Znuny newbie
- Posts: 17
- Joined: 18 Jan 2012, 15:07
- Znuny Version: 3.1.0
- Real Name: Marko Kitzing
- Company: Idealo Internet GmbH
Re: How do I add a due date the customer interface?
That is what I did. But where do I put the translated versions?richydom wrote:Try to edit Ticket -> Core::TicketFreeTime -> TicketFreeTimeKey6 (Default: due date)I managed to make a due date available in the CI and also gave it a meaningful name, but it's only in German. If I switch to English, it's still displayed in German.
Is there a way to provide the system with localized versions of such names?
Produktives OTRS:
- OTRS 3.0.11
- Support 1.2.8
- OTRS 3.1.1
- ITSM 3.1.1
- FAQ 2.1.1
- Support 1.3.2
Re: How do I add a due date the customer interface?
Open de_ITSMTicket.pm from folder .../otrs/Kernel/Language and edit the line:kitzingmarko wrote:That is what I did. But where do I put the translated versions?richydom wrote:Try to edit Ticket -> Core::TicketFreeTime -> TicketFreeTimeKey6 (Default: due date)I managed to make a due date available in the CI and also gave it a meaningful name, but it's only in German. If I switch to English, it's still displayed in German.
Is there a way to provide the system with localized versions of such names?
$Self->{Translation}->{'Due date'} = 'Fälligkeitsdatum';
OTRS 3.0.10 with ITSM 3.0.5 on Ubuntu with MySQL database connected to an Active Directory for Agents and Customers
-
- Znuny newbie
- Posts: 17
- Joined: 18 Jan 2012, 15:07
- Znuny Version: 3.1.0
- Real Name: Marko Kitzing
- Company: Idealo Internet GmbH
Re: How do I add a due date the customer interface?
Ok, I get the idea. There is probably a file fr_ITSMTicket.pm to store the translation in french etc.richydom wrote: Open de_ITSMTicket.pm from folder .../otrs/Kernel/Language and edit the line:
$Self->{Translation}->{'Due date'} = 'Fälligkeitsdatum';
Unfortunatly I don't have access to the source code or the config files.
But thank you anyway, you've been a great help!
Produktives OTRS:
- OTRS 3.0.11
- Support 1.2.8
- OTRS 3.1.1
- ITSM 3.1.1
- FAQ 2.1.1
- Support 1.3.2