How do I add a due date the customer interface?

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kitzingmarko
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How do I add a due date the customer interface?

Post by kitzingmarko »

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?
Produktives OTRS:
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Test OTRS:
  • OTRS 3.1.1
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ferrosti
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Re: How do I add a due date the customer interface?

Post by ferrosti »

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
yuri0001
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Re: How do I add a due date the customer interface?

Post by yuri0001 »

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)
kitzingmarko
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Re: How do I add a due date the customer interface?

Post by kitzingmarko »

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?
Produktives OTRS:
  • OTRS 3.0.11
  • Support 1.2.8
Test OTRS:
  • OTRS 3.1.1
  • ITSM 3.1.1
  • FAQ 2.1.1
  • Support 1.3.2
kitzingmarko
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Re: How do I add a due date the customer interface?

Post by kitzingmarko »

ferrosti wrote:This is solved with escalation times and/or services in case you work with ITSM.
I want the customers to be able to specify a due date. The hope is to never run into an escalation ;-)
Produktives OTRS:
  • OTRS 3.0.11
  • Support 1.2.8
Test OTRS:
  • OTRS 3.1.1
  • ITSM 3.1.1
  • FAQ 2.1.1
  • Support 1.3.2
ferrosti
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Re: How do I add a due date the customer interface?

Post by ferrosti »

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.
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
richydom
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Re: How do I add a due date the customer interface?

Post by richydom »

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
OTRS 3.0.10 with ITSM 3.0.5 on Ubuntu with MySQL database connected to an Active Directory for Agents and Customers
kitzingmarko
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Re: How do I add a due date the customer interface?

Post by kitzingmarko »

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
Hey, nice find!! :-)
This is exactly what I want! How can this be done?
Produktives OTRS:
  • OTRS 3.0.11
  • Support 1.2.8
Test OTRS:
  • OTRS 3.1.1
  • ITSM 3.1.1
  • FAQ 2.1.1
  • Support 1.3.2
kitzingmarko
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Re: How do I add a due date the customer interface?

Post by kitzingmarko »

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).
Produktives OTRS:
  • OTRS 3.0.11
  • Support 1.2.8
Test OTRS:
  • OTRS 3.1.1
  • ITSM 3.1.1
  • FAQ 2.1.1
  • Support 1.3.2
richydom
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Re: How do I add a due date the customer interface?

Post by richydom »

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

:D
OTRS 3.0.10 with ITSM 3.0.5 on Ubuntu with MySQL database connected to an Active Directory for Agents and Customers
yuri0001
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Re: How do I add a due date the customer interface?

Post by yuri0001 »

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).
What do you mean CI? ConfigItem or some else? :?
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)
kitzingmarko
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Re: How do I add a due date the customer interface?

Post by kitzingmarko »

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

:D
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.
So thank you very much, sir!
Produktives OTRS:
  • OTRS 3.0.11
  • Support 1.2.8
Test OTRS:
  • OTRS 3.1.1
  • ITSM 3.1.1
  • FAQ 2.1.1
  • Support 1.3.2
kitzingmarko
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Posts: 17
Joined: 18 Jan 2012, 15:07
Znuny Version: 3.1.0
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Company: Idealo Internet GmbH

Re: How do I add a due date the customer interface?

Post by kitzingmarko »

yuri0001 wrote:What do you mean CI? ConfigItem or some else? :?
Customer Interface :-)
Produktives OTRS:
  • OTRS 3.0.11
  • Support 1.2.8
Test OTRS:
  • OTRS 3.1.1
  • ITSM 3.1.1
  • FAQ 2.1.1
  • Support 1.3.2
kitzingmarko
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Re: How do I add a due date the customer interface?

Post by kitzingmarko »

kitzingmarko wrote:
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

:D
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.
So thank you very much, sir!
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
Test OTRS:
  • OTRS 3.1.1
  • ITSM 3.1.1
  • FAQ 2.1.1
  • Support 1.3.2
richydom
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Joined: 27 Sep 2011, 14:29
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Re: How do I add a due date the customer interface?

Post by richydom »

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?
Try to edit Ticket -> Core::TicketFreeTime -> TicketFreeTimeKey6 (Default: due date)
OTRS 3.0.10 with ITSM 3.0.5 on Ubuntu with MySQL database connected to an Active Directory for Agents and Customers
kitzingmarko
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Joined: 18 Jan 2012, 15:07
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Company: Idealo Internet GmbH

Re: How do I add a due date the customer interface?

Post by kitzingmarko »

richydom wrote:
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?
Try to edit Ticket -> Core::TicketFreeTime -> TicketFreeTimeKey6 (Default: due date)
That is what I did. But where do I put the translated versions?
Produktives OTRS:
  • OTRS 3.0.11
  • Support 1.2.8
Test OTRS:
  • OTRS 3.1.1
  • ITSM 3.1.1
  • FAQ 2.1.1
  • Support 1.3.2
richydom
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Joined: 27 Sep 2011, 14:29
Znuny Version: 3.0.10

Re: How do I add a due date the customer interface?

Post by richydom »

kitzingmarko wrote:
richydom wrote:
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?
Try to edit Ticket -> Core::TicketFreeTime -> TicketFreeTimeKey6 (Default: due date)
That is what I did. But where do I put the translated versions?
Open de_ITSMTicket.pm from folder .../otrs/Kernel/Language and edit the line:

$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
kitzingmarko
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Joined: 18 Jan 2012, 15:07
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Company: Idealo Internet GmbH

Re: How do I add a due date the customer interface?

Post by kitzingmarko »

richydom wrote: Open de_ITSMTicket.pm from folder .../otrs/Kernel/Language and edit the line:

$Self->{Translation}->{'Due date'} = 'Fälligkeitsdatum';
Ok, I get the idea. There is probably a file fr_ITSMTicket.pm to store the translation in french etc.
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
Test OTRS:
  • OTRS 3.1.1
  • ITSM 3.1.1
  • FAQ 2.1.1
  • Support 1.3.2
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