Hi all,
I'm attempting to set up a system where less-experienced agents are able to
move tickets that require higher levels of support into a queue set up for
that purpose, however I am unable to get the permissions set correctly in
order to do this. When a user is given RO access only (which I as
it works. thanks paul!
On Tue, 23 Sep 2003 17:36:03 +0200, Paul Rhein wrote:
>
>Hi Stefan,
>
>You should not make those changes to Defaults.pm but rather to
>../Kernel/Config.pm
>BTW: Defaults.pm is meant as an example file for all the possibilties in
>Config.pm. and will be overwr
i have a little question
When a ticket is created via customer webinterface it's owned by root
and i can't delegate it to another user, i have to reply to the ticket
first so it becomes mine. How do i set default ticket owner for a queue?
When i created the que i selected i group and my agent user
We summerize the time per customer, so you may take this as a start:
"SELECT customer_id, sum(time_unit)
FROM time_accounting, ticket
Where ticket.id=ticket_id
group by customer_id"
Matthias Wegner
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Hello,
the time is totalized for a ticket automatically.
example:
1. You create a new ticket (phone view) and enter 10 minutes.
2. Looking at the locked tickets you open it again and add a notice with 5 minutes.
3. Now you can see a time of 15 minutes (detail view)
I don´t think there is a way
I do use this "time unit box" each time i close a ticket,
but i do not see how to totalize this spent time ?
i am looking for a way to totalize time using the search criteria,
in the tools page , and i would like to see in this search page
a criteria relating to the date :
from date 1 to date
