[otrs] Is it possible to Hold ticket ?
Hi All, Is it possible to Hold ticket when waiting for customer input, so that the SLA clock stops ticking until there is a further action on the ticket? Thanks and Regards, Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Escalation times are cleared when the ticketisclosedwhat could be the reason?
Hi Shawn, Thanks for the suggestion. I will try to parse this history and if not will contact OTRS AG. Best Regards, Lokesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Shawn Beasley Sent: Thursday, October 15, 2009 12:06 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticketisclosedwhat could be the reason? Hi, The best way to find out about escalations is to parse this history. If you like, custom reports can be designed for you by a professional OTRS development company like OTRS AG. Send a mail to en...@otrs.com Havel a great day. On Oct 14, 2009, at 11:27 , Katta, Lokesh Katta Subramanyam wrote: Hi All, Just wanted to add that we are using otrs 2.3.4 without ITSM. Any help is greatly appreciated. Thanks and Regards, Lokesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Wednesday, October 14, 2009 10:06 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket isclosedwhat could be the reason? Hi All, As there are no replies to this thread, I am wondering if anyone has not faced this as an issue, or if I am the only one facing this issue. However this is a burning issue for us, since we have to provide the number of escalations and associated details to higher-ups on a monthly basis and due to this I am able to see only escalations that are not closed. Any help is greatly appreciated. Thanks and Regards, Lokesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Tuesday, October 13, 2009 6:37 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket is closedwhat could be the reason? Hi All, Whenever an escalated ticket is closed, all the escalations for the ticket are cleared, because of which we are getting wrong reports when we try to generate a report for the number of solution time escalations happened in a particular month. So is it correct to clear the escalations when ticket is closed? Is there any alternative to keep this escalation times so that we can get the correct report on a monthly basis? Is there any alternative to get the number of escalations that have happened for any specific period. Thanks and Regards, Lokesh K S From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Saturday, October 10, 2009 4:37 PM To: User questions and discussions about OTRS. Subject: [otrs] Varying reports for solution time escalations. what could bethe reason Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Escalation times are cleared when the ticket isclosedwhat could be the reason?
Hi All, Just wanted to add that we are using otrs 2.3.4 without ITSM. Any help is greatly appreciated. Thanks and Regards, Lokesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Wednesday, October 14, 2009 10:06 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket isclosedwhat could be the reason? Hi All, As there are no replies to this thread, I am wondering if anyone has not faced this as an issue, or if I am the only one facing this issue. However this is a burning issue for us, since we have to provide the number of escalations and associated details to higher-ups on a monthly basis and due to this I am able to see only escalations that are not closed. Any help is greatly appreciated. Thanks and Regards, Lokesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Tuesday, October 13, 2009 6:37 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket is closedwhat could be the reason? Hi All, Whenever an escalated ticket is closed, all the escalations for the ticket are cleared, because of which we are getting wrong reports when we try to generate a report for the number of solution time escalations happened in a particular month. So is it correct to clear the escalations when ticket is closed? Is there any alternative to keep this escalation times so that we can get the correct report on a monthly basis? Is there any alternative to get the number of escalations that have happened for any specific period. Thanks and Regards, Lokesh K S From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Saturday, October 10, 2009 4:37 PM To: User questions and discussions about OTRS. Subject: [otrs] Varying reports for solution time escalations. what could bethe reason Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Escalation times are cleared when the ticket is closedwhat could be the reason?
Hi All, As there are no replies to this thread, I am wondering if anyone has not faced this as an issue, or if I am the only one facing this issue. However this is a burning issue for us, since we have to provide the number of escalations and associated details to higher-ups on a monthly basis and due to this I am able to see only escalations that are not closed. Any help is greatly appreciated. Thanks and Regards, Lokesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Tuesday, October 13, 2009 6:37 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket is closedwhat could be the reason? Hi All, Whenever an escalated ticket is closed, all the escalations for the ticket are cleared, because of which we are getting wrong reports when we try to generate a report for the number of solution time escalations happened in a particular month. So is it correct to clear the escalations when ticket is closed? Is there any alternative to keep this escalation times so that we can get the correct report on a monthly basis? Is there any alternative to get the number of escalations that have happened for any specific period. Thanks and Regards, Lokesh K S From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Saturday, October 10, 2009 4:37 PM To: User questions and discussions about OTRS. Subject: [otrs] Varying reports for solution time escalations. what could bethe reason Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Escalation times are cleared when the ticket is closed what could be the reason?
Hi All, Whenever an escalated ticket is closed, all the escalations for the ticket are cleared, because of which we are getting wrong reports when we try to generate a report for the number of solution time escalations happened in a particular month. So is it correct to clear the escalations when ticket is closed? Is there any alternative to keep this escalation times so that we can get the correct report on a monthly basis? Is there any alternative to get the number of escalations that have happened for any specific period. Thanks and Regards, Lokesh K S From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Saturday, October 10, 2009 4:37 PM To: User questions and discussions about OTRS. Subject: [otrs] Varying reports for solution time escalations. what could bethe reason Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Varying reports for solution time escalations. what could be the reason
Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Error: After Upgrade from 2.3.4 to 2.4.4 -> Event based Notification does not work
See the earlier threads. Also view this bug details. The ticket.pm patch available for this bug fix should solve the issue http://bugs.otrs.org/show_bug.cgi?id=4257 Thanks and Regards, Lokesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of m...@timocom.com Sent: Monday, September 14, 2009 12:18 PM To: otrs@otrs.org Subject: [otrs] Error: After Upgrade from 2.3.4 to 2.4.4 -> Event based Notification does not work Hey, I have a problem with my OTRS 2.4.4. I had a test system running with otrs 2.4.3 and event based notifications. No problems in this version. After that I updated my production system with the otrs 2.4.4 version. Now I have a problem, cause the event based notification does´t work for me. I discussed this issue in the german otrs list and the only event which is working for me and for some other ppl ist the 'TicketCreate' event. Can anybody held me out with a work around to get the event based notifications to work? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS 2.4.4 - Customer Notification Events
Hi Martin, With the latest patch of Ticket.pm for bug 4257, it is working fine. Thank you very much. ~Lokesh K S -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin Edenhofer Sent: Tuesday, September 08, 2009 8:06 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS 2.4.4 - Customer Notification Events Hi Lokesh, may be this is solving your problem? http://bugs.otrs.org/show_bug.cgi?id=4257 The transaction flag means only, hat all events gets executed at least. So it's possible to access article or attachments attributes on e. g. TicketCreate or other events. Greetings, -Martin On 08.09.2009, at 14:10, Katta, Lokesh Katta Subramanyam wrote: > Hi All, > > We are facing strange issue when trying to setup Customer > Notification Events in OTRS2.4.4. I am trying to setup the Customer > Notification events for StateUpdate, Owner update and Move > notifications as in 2.3.4 but notifications are not sent. However, > when I set transaction flag to 0 for Notification Event Module, > customer notifications are sent. > > I do not understand the importance of transaction flag but it looks > like it is added with the OTRS 2.4.4 and was not present in the > earlier version. Can anyone please explain if it is ok to change the > transaction flag for Notification Event Module? > > Thanks and Regards, > Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] OTRS 2.4.4 - Customer Notification Events
Hi All, We are facing strange issue when trying to setup Customer Notification Events in OTRS2.4.4. I am trying to setup the Customer Notification events for StateUpdate, Owner update and Move notifications as in 2.3.4 but notifications are not sent. However, when I set transaction flag to 0 for Notification Event Module, customer notifications are sent. I do not understand the importance of transaction flag but it looks like it is added with the OTRS 2.4.4 and was not present in the earlier version. Can anyone please explain if it is ok to change the transaction flag for Notification Event Module? Thanks and Regards, Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Customer Ticket ViewZoom
Hi All, Is there a way to achieve this? Thanks in Advance, Lokesh K S From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Wednesday, August 19, 2009 7:16 PM To: otrs@otrs.org Subject: [otrs] Customer Ticket ViewZoom Hi List, In agent TicketViewZoom, the latest article is displayed and the agent has the option to see each article or he can also expand all the articles. Where as in the Customer's TicketViewZoom, always the initial article(ticket details inputted by the customer) are displayed and there are no options to see all the articles in a single view. Is it possible to Configure this view? Thanks in Advance, Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Customer Ticket ViewZoom
Hi List, In agent TicketViewZoom, the latest article is displayed and the agent has the option to see each article or he can also expand all the articles. Where as in the Customer's TicketViewZoom, always the initial article(ticket details inputted by the customer) are displayed and there are no options to see all the articles in a single view. Is it possible to Configure this view? Thanks in Advance, Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Setting working hours/ business hours
Hi All, Are working hours and business hours mean the same in OTRS? Also for working hours it is only possible to configure the hours. How do I configure some thing like 8.30 am to 6 pm as working hours? Thanks Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Queue Escalation times and Pending Reminder
Hi All, I am trying to set a Pending reminder of 1 day set on a ticket with a solution time of 30 minutes. Though there is a pending reminder set before the solution time expires, the solution time still ticks and goes to negative mode. At the same time when we check in stats if any ticket has breached the escalation time , this ticket is highkighted. Is this correct? I would like to stop the solution time ticking when a ticket is pending for any reason. Can we configure this in OTRS? And also is that the correct way? Thanks Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Agent Notification for new tickets?
Thanks Jim. Lokesh K S -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of James Burk Sent: Thursday, July 02, 2009 7:35 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Agent Notification for new tickets? Lokesh, I believe this is controlled in the Agent's Preferences. Queues must be highlighted to be activated for notifications. I don't know the answer to your second question. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b...@dornc.com >>> "Katta, Lokesh Katta Subramanyam" 7/2/2009 9:27 AM >>> Hi All, I am not getting any agent notification on new ticket creation. How can I configure it? Also I would like to know if I can create new notifications for customer. Currently we have only three notifications for customer. Owner,Status,Move. Thanks Lokesh - E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. -- - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Agent Notification for new tickets?
Hi All, I am not getting any agent notification on new ticket creation. How can I configure it? Also I would like to know if I can create new notifications for customer. Currently we have only three notifications for customer. Owner,Status,Move. Thanks Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Reg: Adding new link in Customer screen to approve tickets.
Hi All, Just like CompanyTickets in the Customer Screen, I want to develop a new screen called Approval tickets that would list all the tickets that would require an authorized approval. This links should list all the tickets that are to be approved by an authorized person(Manager). So Just like follow-up. When the manager clicks the link on the ticket, it should allow him to approve/reject a ticket. If someone has done this, please let me know how to achieve this? Any help is greatly appreciated. Thanks, Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Reg: Approval workflows
Hi All, You are right. But the decision link for a ticket is currently displayed for all agents. I want it to be displayed only for an authrised perspn who can approve the tickets. How can I do that? Thanks, Lokesh K S From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Afshar Mohebbi Sent: Tuesday, June 30, 2009 7:38 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Reg: Approval workflows Hi, Each ticket can have a Decision associated with itself. A Decision indicates that an authority person has approved processing that ticket. But unfortunately as I know a ticket with a not-approved decision is showed in the queue too. Afshar On Tue, Jun 30, 2009 at 9:51 AM, Katta, Lokesh Katta Subramanyam wrote: Hi All, Has anyone used the approval mechanism in the ITSM module. How does it work? If I enable the ITSM module the Decision link is appearing in the ticket links, but I am not clear as to how we can configure the approvers for a specific ticket. Thanks and Regards Lokesh K S -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Juan Ferreyra Sent: Wednesday, June 24, 2009 9:13 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Reg: Approval workflows We had a similar requirement. We implemented a Group/Queue/Subqueue hierarchic schema, in resume, one (sub)queue by department (PM, IT in your case). This way you can grant for the corresponding user only the MoveTo (next queue) permission. The tickets that need PM approval are moved to PM queue. Then they can be moved (approved) by the PM to the next queue, according to your workflow. Maybe it's not the ideal solution, but it was enough for us. Regards, Juan Ferreyra Katta, Lokesh Katta Subramanyam wrote: > > Hi All, > > > > Has anyone of you configured approval workflows? > > > > Like we require approvals for some specific requests like software > installation, new hardware etc. Is there a way we configure it in OTRS > so that whenever a ticket is raised for some special request there is > an approval workflow, where the ProjectManager approves the ticket and > later the IT department addresses the ticket. > > > > Please help. > > > > Any kind of help is greatly appreciated. > > > > Best Regards, > > Lokesh K S > > > > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Reg: Approval workflows
Hi All, Has anyone used the approval mechanism in the ITSM module. How does it work? If I enable the ITSM module the Decision link is appearing in the ticket links, but I am not clear as to how we can configure the approvers for a specific ticket. Thanks and Regards Lokesh K S -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Juan Ferreyra Sent: Wednesday, June 24, 2009 9:13 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Reg: Approval workflows We had a similar requirement. We implemented a Group/Queue/Subqueue hierarchic schema, in resume, one (sub)queue by department (PM, IT in your case). This way you can grant for the corresponding user only the MoveTo (next queue) permission. The tickets that need PM approval are moved to PM queue. Then they can be moved (approved) by the PM to the next queue, according to your workflow. Maybe it's not the ideal solution, but it was enough for us. Regards, Juan Ferreyra Katta, Lokesh Katta Subramanyam wrote: > > Hi All, > > > > Has anyone of you configured approval workflows? > > > > Like we require approvals for some specific requests like software > installation, new hardware etc. Is there a way we configure it in OTRS > so that whenever a ticket is raised for some special request there is > an approval workflow, where the ProjectManager approves the ticket and > later the IT department addresses the ticket. > > > > Please help. > > > > Any kind of help is greatly appreciated. > > > > Best Regards, > > Lokesh K S > > > > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] conditional events in otrs
Hi J,
I am also facing the same issues. I tried modifying the
AdminGenericAgent.pm to add 01 minutes and then select the same while
creating the job. But it did not work. Moreover the schedule I am
selecting in the GenericAgent job interface is never honoured.
I am also wondering about the difference between the job created through
the web interface and the ones coded in the GenericAgent.pm. One
interesting thing to note is that the GenericAgent is configured to run
at interval of every 20 minutes in crontab.
I am not able to understand the schedule present in the GenericAgent web
interface and the one configured for the GenericAgent itself.
Please let me know if you had any success in configuring the
GenericAgent
If anyone has worked on the GenericAgents and scheduling then please
help.
Any kind of help is greatly appreciated.
Thanks and Regards,
Lokesh K S
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
J
Sent: Tuesday, June 23, 2009 7:45 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] conditional events in otrs
Thanks Michiel
I have found info on GenericAgents in
http://doc.otrs.org/2.3/en/html/x1213.html
and an example in
http://doc.otrs.org/2.3/en/html/x1519.html#genericagent-job-for-escalate
d-tickets
A few questions on this as the documentation appears scant:
1) Is there a way to set the job time at less that 10 minutes
2) Where do I set the action of emailing the job to x...@abc.com:
a) Command or
b) Module or
c) Both
And could you please advise what should be put in those sections?
Also, is there any more comprehensive source of information on these
agents jobs, the syntax and commands available for
Kernel/Config/GenericAgent.pm besides the GenericAgent.pm.examples file?
And finally what is the difference between using the web interface for
the GenericAgent job vs the GenericAgent.pm file and using code like:
# [name of job] -> send reminder emails to agents
# --
'send reminder emails to agents' => {
# get all tickets with these properties
States => ['pending reminder'],
TicketPendingTimeOlderMinutes => 10,
# new ticket properties (no option is required,
# use just the options which should be changed!)
New => {
# if you want to add a Note
Note => {
From => 'Reminder Admin',
Subject => 'Reminder Notification',
Body => 'The reminder time of this ticket has been
reached!',
},
},
},
# --
Thanks and regards
J
Michiel Beijen wrote:
Hi J,
The easiest, this can be achieved by creating GenericAgent jobs. The
downside of this is that means it'll be scheduled (batch-like) and not
real-time.
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Mon, Jun 22, 2009 at 07:20, J
wrote:
Is there any way (or addin module) to simply handle conditional
events in
OTRS.
For example. If a ticket has:
1. a response required of "priority = 'A 0-15min" then forward
to
urgentescalati...@companyxyz.com
2. a response required of "priority = 'A 0-15min" then change
queue to
"EscalationsTeam"
or
3. "Queue = 'Critical_Outage'" then forward to
mobilephonenum...@smsservice.com
Thanks and regards
J
-
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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
-
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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
-
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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Reg: Approval workflows
Hi All, Has anyone of you configured approval workflows? Like we require approvals for some specific requests like software installation, new hardware etc. Is there a way we configure it in OTRS so that whenever a ticket is raised for some special request there is an approval workflow, where the ProjectManager approves the ticket and later the IT department addresses the ticket. Please help. Any kind of help is greatly appreciated. Best Regards, Lokesh K S - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Reg: Restrictions in queue views
Thanks. But is it possible to apply Ticket ACL's to hide a ticket from an agent based on FreeText Best Regards, From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of yevgeniy.koles...@obi.ua Sent: Tuesday, June 09, 2009 5:27 PM To: otrs@otrs.org Subject: Re: [otrs] Reg: Restrictions in queue views as I see you need 2D queue :) Maybe subqueue will help you... It means one category include two locations subqueue. lokesh...@cgi.com Sent by: otrs-boun...@otrs.org 09.06.2009 14:03 Please respond to otrs@otrs.org To otrs@otrs.org cc Subject [otrs] Reg: Restrictions in queue views Hi All, Is it possible to restrict the tickets viewed by agents in specific queues based on the specific parameters like in our case LOCATION. We require this setup, since we have offices in multiple locations and for some queues for e.g. "facility maintenance" we do not want an agent responsible for location A to see the tickets for location B. The only possibility that I am seeing is that we need to create separate queues for each location but this will clutter the queues and there will be more than one queue for a single category. Any help is appreciated. Thanks, Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Reg: Restrictions in queue views
Hi All, Is it possible to restrict the tickets viewed by agents in specific queues based on the specific parameters like in our case LOCATION. We require this setup, since we have offices in multiple locations and for some queues for e.g. "facility maintenance" we do not want an agent responsible for location A to see the tickets for location B. The only possibility that I am seeing is that we need to create separate queues for each location but this will clutter the queues and there will be more than one queue for a single category. Any help is appreciated. Thanks, Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] is it mandatory for OTRS and mysql to be there in thesame box.
Yes, the remote port is open. I am also able to connect to the database using the terminal. The problem is only when I configure it with OTRS. Thanks and Regards, Lokesh K S -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Reto Mueller Sent: Sunday, June 07, 2009 5:17 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] is it mandatory for OTRS and mysql to be there in thesame box. Marco Vannini wrote: > has the remote machine port 3306 open ? > > On Fri, Jun 5, 2009 at 1:55 PM, Katta, Lokesh Katta Subramanyam > mailto:lokesh...@cgi.com>> wrote: > > Yes. I created an user with privileges to access from anywhere. > But the error I get is that the is not allowed to > connect to mysql. > > > > Best Regards, > > Lokesh K S > > > > *From:* otrs-boun...@otrs.org <mailto:otrs-boun...@otrs.org> > [mailto:otrs-boun...@otrs.org <mailto:otrs-boun...@otrs.org>] *On > Behalf Of *Marco Vannini > *Sent:* Friday, June 05, 2009 4:09 PM > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] is it mandatory for OTRS and mysql to be > there in thesame box. > > > > does the remote mysql has an access available from any place for > the user that you are trying to use ? > > On Fri, Jun 5, 2009 at 12:06 PM, Katta, Lokesh Katta Subramanyam > mailto:lokesh...@cgi.com>> wrote: > > Hi All, > > > > While creating the database using the installer, I am getting > errors if I mention the database location to be a different system > other than the localhost. Unable to get what could be wrong. Has > anyone tried it? > > > > Best Regards, > > > > Lokesh K S > > > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ In some distros the parameter bind-address is set to localhost in the the my.cnf. Comment it and restart mysql. regards, Reto - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] OTRS load and scalability?
Hi All, Has anyone tried to load test OTRS. I would be interested to know the results and the hardware used. We have a requirement with 100 concurrent users using the system. We are testing on an Intel Pentium 3ghz with 2gb ram. But the cpu and memory usage are hitting top near(100%) when we try to load 100 concurrent users and the system becomes slow. I do think that we may have to test on a better hardware, but would be interested to know any other experiences. Also would be interested to know any tuning options to increase the performance. Thanks again for any kind of help. Best Regards, Lokesh K S Banking and Investment Group CGI - India T: +91-80-6642-2041 C: +91-998-008-0090 - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] is it mandatory for OTRS and mysql to be there in thesame box.
Yes. I created an user with privileges to access from anywhere. But the error I get is that the is not allowed to connect to mysql. Best Regards, Lokesh K S From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco Vannini Sent: Friday, June 05, 2009 4:09 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] is it mandatory for OTRS and mysql to be there in thesame box. does the remote mysql has an access available from any place for the user that you are trying to use ? On Fri, Jun 5, 2009 at 12:06 PM, Katta, Lokesh Katta Subramanyam wrote: Hi All, While creating the database using the installer, I am getting errors if I mention the database location to be a different system other than the localhost. Unable to get what could be wrong. Has anyone tried it? Best Regards, Lokesh K S - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] is it mandatory for OTRS and mysql to be there in the same box.
Hi All, While creating the database using the installer, I am getting errors if I mention the database location to be a different system other than the localhost. Unable to get what could be wrong. Has anyone tried it? Best Regards, Lokesh K S - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Agent Authentication
Hi All, Is it possible to configure to fall back to database for authenticating agents when a user credentials is not present in the LDAP tree? In our organization we have a scenario where in some agents are contractors and their credentials will not be there on the LDAP tree. Thanks in advance Best Regards, Lokesh K S - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] AddNote notification
Notification for AddNote is sent only to the agents and not customer users. Customer users can only view the notes through the customer web frontend, only when the notes are external. Thanks, Lokesh K S - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Can we have seperate SLA(response time, update time, solution time) for each priority?
Hi Jeffery, Thanks for the answer. There is no much documentation on setting up the service, SLA, and customizing them. Moreover, we are planning to use the OTRS as a helpdesk, trouble ticket system internally. So we would not want the endusers to select the service and SLA, instead only the ticket priority. Please let me know if I can use the service and sla that can be set at the ticket/customer level in this scenario. OR is it possible to customize for our requirement? If there are any links to documentation regarding the service and sla. Please point us to those links. Your help is highly appreciated. Thanks, Lokesh K S From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jeffery Chen Fan Sent: Friday, May 15, 2009 6:28 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Can we have seperate SLA(response time, update time,solution time) for each priority? priority is based on the critical and impact. and critical is setting with services. so, the have no SLA based priority, there only have services based priority. On Thu, May 14, 2009 at 11:33 PM, Katta, Lokesh Katta Subramanyam wrote: Hi, Is it possible to set SLA's based on priority? As I can see from the documentations we can set it at the Queue level like first response time, update time and solution time. But in our scenario, like for a particular category/queue the SLA will be different based on priority. For eg. For Desktop Movement, if priority is critical then solution time is 1 day and if the priority is normal solution time is 1 week. Is this possible? Thanks in advance Lokesh K S - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ -- Jeffery ___ /\__\ "What is the world coming to?" \/__/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Can we have seperate SLA(response time, update time, solution time) for each priority?
Hi, Is it possible to set SLA's based on priority? As I can see from the documentations we can set it at the Queue level like first response time, update time and solution time. But in our scenario, like for a particular category/queue the SLA will be different based on priority. For eg. For Desktop Movement, if priority is critical then solution time is 1 day and if the priority is normal solution time is 1 week. Is this possible? Thanks in advance Lokesh K S - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
