Re: [otrs] Trying to find out the time taken to close a ticket
Hi Gabriele, are you looking (a) for the gap between ticket-creation and -closure? This could be easily calculated from DB-entries if ticket-closure-time would be a singulare event, but tickets can always be reopened. Even if you configure otrs that the customer can't do that, the agent can always reopen a ticket. (b) for the time-units a agent reported for working on the ticket? select t.id, t.tn, (select sum(time_unit) from time_accounting where ticket_id = t.id) as sum_time_units from ticket t (I haven't verified this query) Bye, Alex Gabriele D'Andrea schrieb: I'm trying to make a custom report that can tell me, for every ticket, the amount of time taken to close the ticket. Since I can't find a module to do that, i'm trying to query mysql to extract data I need. But I'm not sure it's possible to retrieve the exact date when a ticket was closed using only mysql. Tickets are stored in the TICKET table, linked to the TICKET_HISTORY table, that stores all the events regarding the tickets (e.g. ticket close, follow-up, note etc.) Then the TICKET_HISTORY table is linked to the TICKET_HISTORY_TYPE table, that stores all the possible events. Since it's possible to edit the ticket after it's been closed, there are many occurences of CLOSED states in the ticket_history for the same ticket. I should check for the action that made the ticket close, but it's not possible to determine which of the many ticket_history_type determined the closing. I could select the first occurrence of CLOSED in TICKET_HISTORY, but what if the ticket was closed, then reopend, then closed again? I my reasoning right or am I missing something? -- Gabriele D'Andrea ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Allow only known clients
Hi all, Marcus Dennis schrieb: I think you'll want to look at Kernel/System/Postmaster/NewTicket.pm around line 115 or so. The normal behavior is to try to look up a Customer User matching the email. If it cannot do so, it will create a ticket using the sender email as both the customer user and customer id fields. We modified this to hardcode a string as the Customer ID so that all email tickets will show up under CompanyTickets. It should be reasonable to change the code here to shift to rejecting the ticket instead, though we haven't looked into that specifically. I think this module should not be changed to make updates easier. Have a look to the PostMaster::PreFilterModule config-options, especially PostMaster::PreFilterModule###3-NewTicketReject Perhaps this module can directly be used to achieve the wanted behaviour. Otherwise, take the module as template to write your own module which rejects all mails from unknown customers. Bye, Alex -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, June 13, 2007 8:31 AM To: otrs@otrs.org Subject: Re: [otrs] Allow only known clients Hola Carlos, I've already posted an similar question with no answer: http://lists.otrs.org/pipermail/otrs/2007-May/018877.html I agree with Jesus that I would be nice to make OTRS filter the incoming mail looking the from email address into the customer (and why not also agent) databases, but I think it's not possible. A workaround that I'm planning doing is the following: Right now I'm getting the incoming mails with fetchamil and filter them with procmail. So my idea is to add a rule in the file .procmailrc in order to do a check in the OTRS database in the tables customer_user wether the email comes from an user or not, adding the tag X-OTRS-Ignore=yes if there is no match in the database. Does anybody know a way to do it with OTRS built-in features? Saludos, Rafael. Carlos G. Oyarzabal escribió: Hi Jesús, I think you must filter mail before it reach OTRS. That using any antispam software. Then, mails that can cross that filter, can be trap by the filter PostMaster Filer on OTRS (admin module). I use: Match Header1: SubjectValue1: Mail server report Set Header1: X-OTRS-Queue Value1: Junk After that, when a spam mail came, I move it to the junk queue. You can built some rules to be excuted by the Generic Agent and run the rules/filters by crontab. Best regards Carlos México -Mensaje original- De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Jesús M. Navarro Enviado el: Martes, 12 de Junio de 2007 08:22 a.m. Para: 'User questions and discussions about OTRS.org' Asunto: [otrs] Allow only known clients Hi, list: I'm currently testing OTRS and, of course, I'm getting some issues. Due to spam I'd want to process only ticket requests coming from known clients' e-mail addressess, but I don't see how to filter this out. An affordable approach would be to do the same I'm already doing on SPAM-tagged messages: move them to the Junk queue and then delete. Is this possible to be done on all unknown e-mail addresses (both users+clientes) on the From field? What would be the best approach? -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: [EMAIL PROTECTED] ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Sort my queues tickets from newest to lastest
Hi list, I want to see newest tickets first. I find how to do it for specific queues, Mailbox but not for My Queues ! Have you any idea how I can do that ? Thanks in advance. -- Guillaume REHM Centre de Ressources Informatiques Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: [EMAIL PROTECTED] web: http://www.bnu.fr ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Message: Need User or UserID!
Hi, Can someone please help me with the following error. Returned by the cronjob (default cronjobs of otrs). How can this be resolved ? OTRS 2.17 / CentOS 4.x ERROR: OTRS-PendingJobs-9 Perl: 5.8.8 OS: linux Time: Thu Jun 14 08:45:03 2007 Message: Need User or UserID! Traceback (24111): Module: Kernel::System::User::GetUserData (v1.55.2.2) Line: 116 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.128.2.4) Line: 1742 Module: /hsphere/local/home/otrs/centis-backup.eu/bin/PendingJobs.pl (v1.26) Line: 178 ERROR: OTRS-PendingJobs-9 Perl: 5.8.8 OS: linux Time: Thu Jun 14 08:45:04 2007 Message: Need User or UserID! Traceback (24111): Module: Kernel::System::User::GetUserData (v1.55.2.2) Line: 116 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.128.2.4) Line: 1742 Module: /hsphere/local/home/otrs/centis-backup.eu/bin/PendingJobs.pl (v1.26) Line: 178 Regards, Sander ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Remove completely a ticket
Hi Greg! Thanks for your help. I didn't think about using a GenericAgent. In fact I think that the only way to absolutely delete a ticket from the system, doesn't it? Rafael Greg Horne escribió: I think this is a job for the GenericAgent. Quickest way would be to define a wildcard on the ticket# and then remove/delete them. Give it a try. After you remove all the old tickets, you may want to delete this global delete from the job-list. Greg Horne geh gehorne -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED] Sent: Wednesday, June 13, 2007 1:32 PM To: otrs@otrs.org Subject: [otrs] Remove completely a ticket Hi, I've been playing around with my OTRS system and now I would like to pass to production state and I need to remove completely some dumy tickets. Is it possible? I haven't seen any feature of this kind but may be I'm wrong, I'm thinking about remove them directly from the database. Any help? Thanks, Rafael. ___ 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 Support or consulting for your OTRS system? = 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 Support or consulting for your OTRS system? = 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 Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Remove completely a ticket
Don't know if its the only way, to remove a ticket, but its a fast way that is easy to use. Greg Horne geh gehorne -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of kekieres Sent: Thursday, June 14, 2007 5:40 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Remove completely a ticket Hi Greg! Thanks for your help. I didn't think about using a GenericAgent. In fact I think that the only way to absolutely delete a ticket from the system, doesn't it? Rafael Greg Horne escribió: I think this is a job for the GenericAgent. Quickest way would be to define a wildcard on the ticket# and then remove/delete them. Give it a try. After you remove all the old tickets, you may want to delete this global delete from the job-list. Greg Horne geh gehorne -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED] Sent: Wednesday, June 13, 2007 1:32 PM To: otrs@otrs.org Subject: [otrs] Remove completely a ticket Hi, I've been playing around with my OTRS system and now I would like to pass to production state and I need to remove completely some dumy tickets. Is it possible? I haven't seen any feature of this kind but may be I'm wrong, I'm thinking about remove them directly from the database. Any help? Thanks, Rafael. ___ 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 Support or consulting for your OTRS system? = 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 Support or consulting for your OTRS system? = 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 Support or consulting for your OTRS system? = 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] New Ticket Notification
Hi All, I wonder would you mind having a look at the attached text. There's errors coming up in the log and I don't know why. Also, one of the notices in the text refers to [Notice][Kernel::System::Notification::NotificationGet], I'm not receiving any notification emails when a new ticket gets issued, would this have anything to do with it? Any input much appreciated thanks. Kind Regards, Emily Flynn [Thu Jun 14 12:00:02 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! [Thu Jun 14 12:17:51 2007][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10c5221ee05c10d87e8b8096c65d1fd6ba. [Thu Jun 14 12:18:36 2007][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: EPeregrine authentification ok (REMOTE_ADDR: 0.0.0.0). [Thu Jun 14 12:18:47 2007][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [200706141011/test] created (TicketID=2,Queue=Profund Issues,Priority=3 normal,State=new) [Thu Jun 14 12:19:07 2007][Notice][Kernel::System::Auth::DB::Auth] User: EFlynn authentication with wrong Pw!!! (REMOTE_ADDR: 0.0.0.0) [Thu Jun 14 12:19:24 2007][Notice][Kernel::System::Auth::DB::Auth] User: EFlynn authentication ok (REMOTE_ADDR: 0.0.0.0). [Thu Jun 14 12:20:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! [Thu Jun 14 12:20:30 2007][Notice][Kernel::System::User::UserUpdate] User: 'EFlynn' updated successfully (2)! [Thu Jun 14 12:20:41 2007][Notice][Kernel::System::Notification::NotificationGet] Can't find notification for Agent::NewTicket and bg, try it again with en! [Thu Jun 14 12:40:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! [Thu Jun 14 12:45:55 2007][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 106d0ba7fc8efea984bfc5751f0f75245a. [Thu Jun 14 12:46:13 2007][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [200706141021/testing2] created (TicketID=3,Queue=Profund Issues,Priority=3 normal,State=new) [Thu Jun 14 12:46:22 2007][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10a2128ac57b73cf819b5794c8f99c8b18. [Thu Jun 14 13:00:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found!___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] search in mysql
I want to know how many tickets each technician replies at every day, regardless if the tickets were created today or if they're created yesterday in the mail inbox of OTRS. --- Quiero es saber cuantos tickets contesta cada técnico por día, no importando si los tickets fueron creados hoy o si hace 2 semanas que esta en la Inbox del OTRS sin contestar. Básicamente me interesa saber la productividad de mis técnicos. On 6/13/07, Gustavo Azambuja [EMAIL PROTECTED] wrote: , haber, lo que quiero es saber cuantos tickets contesta cada técnico por día, no importando si los tickets fueron creados hoy o hace 2 semanas que esta en la Inbox del OTRS sin contestar. Básicamente me interesa saber la productividad de mis técnicos. Hasta donde entiendo tengo que sacar datos de varias tablas, pero no tengo mucha idea de como, especialmente por que recién ahora MySQL tiene selects anidados y esas cosas que me parece que son necesarias... Saludos y Gracias On 6/13/07, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Gustavo: Te contesto medio a las apuradas. Lo que tenes que hacer es utilizar group by. Si me decis cual es la tabla capaz te armo el query SQL. Saludos Andres I am not very good with MySQL, can help me with a search/stats: I want to have the amount of tickets _answered_ per day/technician; not only new tickets in last day, if I recived the mail 3 days ago, and answered today, i want this number. Thanks -- Saludos, Gustavo Azambuja Linux User: 275813 -- A/P Andrés Tarallo -- Saludos, Gustavo Azambuja Linux User: 275813 - Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail - -- Saludos, Gustavo Azambuja Linux User: 275813 - Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail - ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Installation/Configuration
Is OTRS running on the Novell server or is that your internal mail server? Specifically what OS is OTRS running on? Thanks Greg Horne geh gehorne -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Allen Laymon Sent: Thursday, June 14, 2007 10:36 AM To: otrs@otrs.org Subject: [otrs] Installation/Configuration I have successfully installed and setup OTRS and can log in and everything looks perfect. I have one small problem in that I cannot get OTRS to send email when a new ticket is created or change of ownership. I have tried both SMTP and sendmail configurations. Can someone guide me in the direction to get this resolved? This is some of my specs: Novell Open Enterprise Server with GroupWise OTRS v.2.1.7 Any assistance would be greatly appreciated. Allen Laymon Integris Tech 479.927.3303 x.200 ___ 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 Support or consulting for your OTRS system? ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Installation/Configuration
Yes, OTRS is running on the Novell server and yes, it is also my internal mail server. The OS is Novell Open Enterprise Server (OES) for Linux. Allen Laymon Integris Tech 479.927.3303 x.200 Greg Horne [EMAIL PROTECTED] 06/14/07 10:05 AM Is OTRS running on the Novell server or is that your internal mail server? Specifically what OS is OTRS running on? Thanks Greg Horne geh gehorne - Original Message- From: otrs- [EMAIL PROTECTED] [mailto:otrs- [EMAIL PROTECTED] Behalf Of Allen Laymon Sent: Thursday, June 14, 2007 10:36 AM To: otrs@otrs.org Subject: [otrs] Installation/Configuration I have successfully installed and setup OTRS and can log in and everything looks perfect. I have one small problem in that I cannot get OTRS to send email when a new ticket is created or change of ownership. I have tried both SMTP and sendmail configurations. Can someone guide me in the direction to get this resolved? This is some of my specs: Novell Open Enterprise Server with GroupWise OTRS v.2.1.7 Any assistance would be greatly appreciated. Allen Laymon Integris Tech 479.927.3303 x.200 ___ 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 Support or consulting for your OTRS system? ___ 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 Support or consulting for your OTRS system? = 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 Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Installation/Configuration
Thanks for the additional information. My first question would be can you send email to this machine using SMTP from another machine? If yes then you know that SMTP is working on that IP address. Next I would check to make sure I could send SMTP from your mail server to your mail server. You can telnet to your machine using port 25 from a terminal session and verify that you can send SMTP from your localhost. telnet 127.0.0.1 25 helo abc.com mail from:[EMAIL PROTECTED] rcpt to:[EMAIL PROTECTED] data test . quit or exit from telnet Also are you getting anything from your log files in OTRS or from the mail server logs, relay rejects, auth errors Hope this helps... Greg Horne geh gehorne -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Allen Laymon Sent: Thursday, June 14, 2007 11:14 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Installation/Configuration Yes, OTRS is running on the Novell server and yes, it is also my internal mail server. The OS is Novell Open Enterprise Server (OES) for Linux. Allen Laymon Integris Tech 479.927.3303 x.200 Greg Horne [EMAIL PROTECTED] 06/14/07 10:05 AM Is OTRS running on the Novell server or is that your internal mail server? Specifically what OS is OTRS running on? Thanks Greg Horne geh gehorne - Original Message- From: otrs- [EMAIL PROTECTED] [mailto:otrs- [EMAIL PROTECTED] Behalf Of Allen Laymon Sent: Thursday, June 14, 2007 10:36 AM To: otrs@otrs.org Subject: [otrs] Installation/Configuration I have successfully installed and setup OTRS and can log in and everything looks perfect. I have one small problem in that I cannot get OTRS to send email when a new ticket is created or change of ownership. I have tried both SMTP and sendmail configurations. Can someone guide me in the direction to get this resolved? This is some of my specs: Novell Open Enterprise Server with GroupWise OTRS v.2.1.7 Any assistance would be greatly appreciated. Allen Laymon Integris Tech 479.927.3303 x.200 ___ 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 Support or consulting for your OTRS system? ___ 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 Support or consulting for your OTRS system? = 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 Support or consulting for your OTRS system? ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Unlock time out?
I seem to be missing something here. I have set the unlock timeout on my queue / sub queues, but nothing I seem to do makes the ticket unlock. Escalation is working perfectly. Is there some point that I am missing. OTRS Version 2.1.5 SuSE 10.1 Ticket status any Many thanks for your help. --Shawn ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] search in mysql
Hi Gustavo, Gustavo Azambuja schrieb: I want to know how many tickets each technician replies at every day, regardless if the tickets were created today or if they're created yesterday in the mail inbox of OTRS. in article, search e.g. for article_type_id = 1 within one specific day and count how many different ticket_ids were returned. Bye, Alex smime.p7s Description: S/MIME Cryptographic Signature ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs-de] Problem mit E-Mail Benachrichtigung bei neuem Ticket in Queue
Hallo, habe das Problem wenn ein neues Ticket in die Queue kommt dass ich keine Benachrichtigung per E-Mail bekomme. Unter Einstellungen -- Mail Management -- Zusenden einer Mitteilung bei neuem Ticket in Meine Queues. ist auf JA Die Queue ist in Meine Queues enthalten Andere Nachrichten, wie z.B.: Notizen, bekomme ich per Mail. Gibt es noch irgendeinen Parameter den ich einstellen muss damit es funktioniert? Ich verwende OTRS V 2.1.6 Mit freundlichen Grüßen Günter Gratzer ABF Industrielle Automation GmbH A-4030 Linz, Deggendorfstr. 6 Tel.: +43 732 304 030 - 50 Fax:+43 732 304 030 - 9 E-Mail: HYPERLINK mailto:[EMAIL PROTECTED]mailto:[EMAIL PROTECTED] Web:HYPERLINK http://www.abf.co.athttp://www.abf.co.at No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.472 / Virus Database: 269.8.15/848 - Release Date: 13.06.2007 12:50 ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
[otrs-de] Notiz besser hervorheben
Hallo zusammen, Zur Zeit läufts wie folgt ab: Ticket wird von einer Stelle aufgenommen und einer Queue zugewiesen. Dieses Ticket wird von einem Mitarbeiter zur Bearbeitung gesperrt. Ergeben sich während der Bearbeitungszeit oder der Zeit in der das Ticket in der Queu rumliegt neue Informationen zum Ticket (z.b. Rückruf des Problemmelders) muss ja eine Notiz zum Ticket hinzugefügt werden. Nun muss ja für jedes Ticket im Inhalt dann immer überprüft werden, ob eine neue Notiz hinzugeüft wurde. Gibts da nicht die Möglichkeit neue Notizen besser sichtbar zu machen... z.b. eine Meldung Neue Notiz in der Queu oder gesperrten Ticket Übersicht mfg Michael ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] Zeiteinheiten pro Kunde auswerten
Am Donnerstag, 14. Juni 2007 11:40:41 schrieb Seelbinder: Hallo, auch wenn die Frage schon mehrmalig gestellt wurde, konnte ich leider noch keine Antwort darauf finden, wie man mit Hilfe des Statistik- Moduls, die Zeiteinheiten pro Kunde auswerten kann. Kann mir da jemand helfen, ich wäre euch sehr dankbar! Hallo, hatte das Problem auch und hab mir übergangsweise folgendermaßen beholfen: - Suche - Kunde(-nnummer) eintragen - Gewünschten Zeitraum einstellen - Ausgabe als CSV Dann kann man mit OpenOfficeCalc, Excel etc. das Ganze importieren und dort vollends pro Mitarbeiter auswerten. Gruß, Elias P. -- A really nice number: 09:F9:11:02:9D:74:E3:5B:D8:41:56:C5:63:56:88:C0 signature.asc Description: This is a digitally signed message part. ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
