Hi Nils, Thanks for your response,
I'd gladly double check that If I knew where. The actual status of the workorder is the first Status: created but once created, it can go to 5 different status according to our state machine. Where can that be set? syconfig maybe? We'd like to increase the counter on ANY state, as long as the Agent has it assigned Thanks for your help, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 30 November 2010 14:35, Nils Leideck - ITSM <nils.leid...@leidex.net>wrote: > Hi, > > I guess the actual used status and the filter in the WorkOrder view doesn’t > match. > Can you double check this one? > > Cheers, Nils > > On 30.11.2010, at 18:52, Leonardo Certuche wrote: > > Hello Markus, > > Thanks for you quick response. > > Question here: if it's not using that feature, how is the agent supposed to > find out that there's a work order waiting for his acceptance? > > Besides, we're not using the "accepted" state for workorders on our > workflow :( but surpringinly enough, to some users that counter is actually > increasing > > Is there any way to change the behavior of this feature so it counts once > an order is assigned to a given agent? > > Thanks in advance, > > Leonardo Certuche > www.itconsultores.com.co > Medellín, Colombia > > > > On 30 November 2010 11:28, Markus Esche <markus.es...@otrs.com> wrote: > >> Hi Leonardo, >> >> the coounter is only active if the WO Agent has accepted this workorder. >> If the state of the workorder is only in created, then it won't appear in >> the list. >> >> Hth, >> Markus >> On 30.11.2010, at 18:22, Leonardo Certuche wrote: >> >> > Hello there, >> > >> > On the current implementation we're supporting, when a workorder is >> assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not >> being updated. It shows zero (0) even though a workorder is already assigned >> to him. >> > >> > The Agent has RW permission under the following groups: >> > itsm-change >> > itsm-change-builder >> > itsm-change-manager >> > users >> > >> > Am I missing some other configuration? >> > >> > Thanks in advance, >> > >> > Leonardo Certuche >> > www.itconsultores.com.co >> > Medellín, Colombia >> > >> > --------------------------------------------------------------------- >> > OTRS mailing list: otrs - Webpage: http://otrs.org/ >> > Archive: http://lists.otrs.org/pipermail/otrs >> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> -- >> >> Markus Esche >> Director Customer Development >> >> OTRS AG >> Europaring 4 >> 94315 Straubing >> Deutschland >> >> T: +49 (0) 9421 56818 0 >> F: +49 (0) 9421 56818 18 >> I: www.otrs.com/ >> >> Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: >> DE256610065 >> Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann >> >> Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: >> http://www.otrs.com/ >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > — > Nils Leideck > Senior Consultant > http://webint.cryptonode.de / a Fractal project > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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