Re: [otrs] GenericAgent not performing

Steve, Thanks so much. I'm actually aware of the two methods, and the job I need done is too complicated for the GUI, so I went into GenericAgent.pm to directly enter the code in perl. However, for some reason, the code isn't actually having any affect. I've tried several different code

Re: [otrs] GenericAgent not performing

Hi Amanda, As far as I know there are 2 methods of creating Generic Agent jobs, you can create them through the GUI in which case they are stored within the database itself or you can create them by editing the GenericAgent.pm file. The GenericAgent.pm file allows you to do more complex tasks

[otrs] GenericAgent not performing

Hey, I was wondering if anyone had come to any miraculous conclusions about why modifying .../Config/GenericAgent.pm wasn't adding jobs to my web interface. Here's what I've done: I've been looking at the examples in GenericAgent.pm.examples to see how to do so and I'm rather certain that m

[otrs] Where to add fields to create a ticket for the customer interface

Hi guys Ihave a question if someone can help me: Where to add fields to create a ticket for the customer interface?? Example: New ticket To: Subject: Text: Atachment: Betwen Text and Atachment, I want to add a file like " Physical Location" Thanks -- Jober __

[otrs] R: report of time per agent // outside reporting

Thanks Atanas! This was a very useful post Cheers, d. -Messaggio originale- Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Atanas Karashenski Inviato: giovedì 14 agosto 2008 11.39 A: otrs@otrs.org Oggetto: Re: [otrs] report of time per agent // outside reporting Creatio

Re: [otrs] workflow

Tom Hickey wrote: Good day, I would like to know if there is some workflow diagram available. I’m new to this and need some guide in who and how a ticket is been created, who receive it(queue management) and if no response from anybody the escalation route. The otrs admin book is not very

[otrs] workflow

Good day, I would like to know if there is some workflow diagram available. I'm new to this and need some guide in who and how a ticket is been created, who receive it(queue management) and if no response from anybody the escalation route. The otrs admin book is not very clear on this issues. Any

Re: [otrs] email validation

John (yt) Hogenmiller wrote: Hello, On an installation of OTRS I am doing, we are entering customers that do not have email addresses (phone help desk primarily). First off, it would be nice if OTRS had something built in to handle customers without an email address. My approach is to setup an

Re: [otrs] report of time per agent // outside reporting

Creation of specific reports is relatively easy if you decide to use OTRS framework for report generation. For each specific report you need a module placed in $OTRS_HOME/Kernel/System/Stats/Static The module should have the following two methods: Param method should get the time frame for the r

Re: [otrs] Add Customer panel dissapeared

It's even gone when I'm logged in as root. A bit worrying :* Kind Regards, Emily Flynn IT Assistant Allied Pension Trustees www.alliedpensions.com Tel: +353 1 206 3010 _ From: Emily Flynn [mailto:[EMAIL PROTECTED] Sent: 14 August 20

[otrs] default value for "to:" field of customer ticket

hi, it's once again me... ;-) can someone tell me if there is a way to either define a default value for the "TO:" field of the customers new ticket view or is there a way to hide the "TO:" field? the idea behind this question is that, the customer only has one queue which he can choose and so

Re: [otrs] report of time per agent // outside reporting

Have you tried otrs-manager ? version 0.5.1 generates a agent/ticket table stat in word, there should be easy applying a vbmacro to create a grafical stat one, this could just an option with it. the link to that tool: otrs-manager.sourceforge.net/index.php?page=homepage_en On Thu, Aug 14, 2008 a

[otrs] report of time per agent // outside reporting

Ok, So if I go into the SQL box and run a query, I can pull up how many "work units" each agent accumulated in the current month: SELECT t.create_by, u.first_name, u.last_name, Sum(t.time_unit) FROM time_accounting AS t Left Join system_user AS u ON t.create_by = u.id WHERE month(t.create_time) =

[otrs] email validation

Hello, On an installation of OTRS I am doing, we are entering customers that do not have email addresses (phone help desk primarily). First off, it would be nice if OTRS had something built in to handle customers without an email address. My approach is to setup an account called blackhole ([EMA