Hi,
All escalation times are stored in the ticket table but once the ticket
reaches a closing state, they become zero. As a workaround to keep them,
we're storing them in a separate table using a mysql trigger on each update.
To know if you're fulfilling the agreed times, you'll have to query bot
I'd like to build some reporting around my SLA targets to see how many
tickets are being escalated, which SLA target they are exceeding, etc. I'm
having a hard time understanding where in the database it keeps information
about whether an ticket was escalated and which target caused the
escalation.
Is there a way to create a recurring ticket? We need to schedule a task/ticket
to be created Mon-Friday at 8am.
-Jason
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubs
Hi,
On 15.02.2010, at 17:00, Graeme Brough wrote:
> $Self->{ScriptAlias} = 'otrs/bin/cgi-bin/';
this is just the script alias that you put into your browser, not the real path
where your scripts are located.
A usual setup in an other directory than /opt/otrs should ahve these config in
Config
Hi,
On 15.02.2010, at 17:24, João Zorro wrote:
> Anyone know that if it is possible to change the text field “From”, in a
> Phone Ticket, to a drop-down which data source will be the users email? Just
> more a question, the “From” field could be the username instead of the email?
> I will appr
Hi,
On 15.02.2010, at 00:17, Neil Grantham wrote:
> For OTRS we would like to use a URL like xyz.co.uk/support
> Do we also need to get a DNS entry pointed to that to make this visible to
> our customers? We don't really want them to be typing in numbers.
> Is there anything else to consider?
Unfortunately if the users were putting in a relevant title this would be
unnecessary...
Ticket title is already showing - where can I change what is displayed there?
- Message from nils.leid...@leidex.net -
Date: Tue, 16 Feb 2010 18:30:43 +0100
From: Nils Leideck - ITSM
R
Hi,
On 12.02.2010, at 20:04, Jefferson Davis wrote:
> We would like to include selected free text fields in the dashboard view.
> Too many users are putting in highly detailed subjects like "Computer Help"
> *sigh*...
> Can someone point me in the right direction as to where this could be
> c
i checked right within mysql with a "select id,name from queue". All ids are
sequential and accounted for(aka no queue entries have been manually
deleted). Userids where checked the same way
On Tue, Feb 16, 2010 at 10:29 AM, David Holder wrote:
> Can you confirm the queue number by running "SELE
Can you confirm the queue number by running "SELECT * FROM queue" in the SQL
Box section in the Admin section of OTRS.
On Tue, Feb 16, 2010 at 3:15 PM, Calvin Schmidt wrote:
> "Junk" all queue ids are sequential and accounted for. (I inherited this
> partially setup so I'm not too sure what may h
"Junk" all queue ids are sequential and accounted for. (I inherited this
partially setup so I'm not too sure what may have occurred prior)
On Tue, Feb 16, 2010 at 12:34 AM, James Morgan
wrote:
> Okay, on second thought what about Queues? What is Queue ID 3?
>
>
>
> *From:* otrs-boun...@otrs.o
Hi Alessandro,
The easiest probably would be to start using Roles. If you use Roles,
you can quickly assign lots of users to this one role, and then if you
need to add a group or so, just add this group to the role one time.
Also please note we ship a bunch of scripts in otrs/bin which you can
le
Hi all..
Actually, with full text search, you only search the articles and not
the ticket number itself. This will mean that you will not be able to
find any ticket that has not had a response that contains the ticket
number, such as an autoresponse or a response from an agent. See also
http://bug
Thank you but It doesnt work because Im not be able to select only RO
rights. It selects all the check boxes at a whole.
Hi
Ale
Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di
Leonardo Certuche
Inviato: martedì 16 febbraio 2010 11.04
A: User questions and discussions a
Sorry, forgot to paste the link:
https://addons.mozilla.org/en-US/firefox/addon/2393
On Tue, Feb 16, 2010 at 5:03 AM, Leonardo Certuche <
leonardo.certu...@itcon-ltda.com> wrote:
> Hi,
>
> As a workaround, if you use firefox, the following add-on will help you
> out.
>
> Leonardo Certuche
> 301
Hi,
As a workaround, if you use firefox, the following add-on will help you out.
Leonardo Certuche
301 284 6250
460 0727 ext 5559
leonardo.certu...@itcon-ltda.com
www.itcon-ltda.com
Cra 31 # 54-10 TECNOSOFT
Medellín, Colombia
On Tue, Feb 16, 2010 at 3:10 AM, Alessandro d'Ambrosio <
alessandro.d
I don't know if it could help but there are some index rebuild pl in
/opt/otrs/bin... did you tried them ? (some of them are also in otrs's
crontab, if you don't have the cron active could be this the problem (?))
MV
-
OTRS mailin
Hi !
I tried to do a quick search with part or full ticket number ...
Sometimes it works, sometimes not ... very strange ...
Is that the point? Fulltext search = no numbers?
I don't know what to answer to my agents ...
Have a nice day
Philippe
Philippe Martignier
Communications Division
Hi,
I've more than 2.000 customer users in my otrs and I would like to manage
multiple selection (in the admin area - Custiomer Users/Groups section) by
a select all check box to assign them rights on a certain group at the same
time.
Is it possible?
I think that I have to modify perl code.
T
19 matches
Mail list logo
