Group actions

Please implement
GroupForumPage
::column_col2()

or create a file
"/var/rox/deployment/www.bewelcome.org-641c114/htdocs/../build/groups/templates/groupforum.column_col2.php"

Help with OTRS ....

Group: Support volunteers

hawkmhk
Profile

posted 2012/03/30 05:00    Visibility: World

Hello everybody,

 

I joined the team recently, and I understood the concept of OTRS, types of tickets, and what we are expected to do, however, I was not able to figure out how to actually solve the issues that members are reporting through OTRS.

I have seen requests regarding Spam, account log in issues, etc ..., and all the options available on my OTRS are only to reply to the request with a message whithout being able to take any action to fix the problem.

Is there anybody who can help here, or someone who I should send my questions to?

I believe the same question was raised before, and no answer on it till now.

Please if anbody has answers, post them here for the benfit of the others, a private message would help me only but not the others.

 

Thanks

MK

claudiaab
Profile

posted 2012/03/30 12:44    Visibility: World

Hi Mohammad,

 

yes, you are right and the issue is the same for everybody starting fresh. Once you have worked a bit more on bewelcome, you will know more and be able to help better. Until then, unfortunately, you will have to ask a lot. In general ask the people you know and are online, that way you get an answer immediately (I'm often online on gmail chat for example, so are other people like matthias, Jean-Yves, Frank(thorgal67), Johannes). 

I will try to enlist a few issues and whom you can ask best about it. I might not be correct in all issues and certainly not exhaustive, so everybody else, please help to fill in blanks, correct and update.

 

- spam report: matthias, Jean-Yves, meinhard, thorgal67

-- it would make sense, though to start a list of spammers / spamming, since spam is by definition not a one time issue and more reports will follow.

 

- comment issues: matthias, claudiaab, thorgal67

 

- account issues: finding username, checking status, etc. claudiaab, (matthias?), (jean-yves - can do it of course, but usually has other stuff to do...)

 

- bug reports: try to recreate the problem, try to get as much information as possible and then file a report on trac. you can get an account from meinhard

 

- volunteer issues / offers: matthias, meinhard (for programming), claudiaab, jean-yves, thorgal67, pablobd

 

- media-requests: matthias, thorgal67, pablobd -- forward it to bod@bevolunteer.org

 

I hope that helps a bit...

cheers,

claudia