Thanks,
Could you tell me which file should be changed?
Thanks
2011/8/17 Michiel Beijen
> You'd need to have either a bit javascript involved or add some back
> end logic (and best is probably to do both). You'd absolutely need to
> add code, you can't 'configure' this.
> Of course, my company
You can currently only meet this requirement by assigning customer
users to services - and thus also by having a different set of
services per SLA.
It would require some custom code to make this automated - that can be done.
In future OTRS versions I'd want this to be better - contact me if
you'd
Hi,
Would it be possible to create a genericAgent job that changes the state
of a ticket depending of what is in a ticketfreetime field?
My idea is that when a ticket is created, our staff must provide the
customer with an ETA. However, in the customer interface, there is now
way to see thi
Hi guys,
Is it possible to have the SLA set by group? I can see in OTRS the SLA can be
associated with different types of services, but what I want is that for
different group of customers, for different services, we have different SLA.
For example,
We have three customer group "Gold group", "Sil
Hi,
I wanted to create a new template, not just a button on the same page, but a
new designed template that had it's own button on the CustomerTicketOverview
page.
So, when you click this button, you have a new designed page, and the
Action=OtherCustomerTicketMessage
This process caused me to ad
Congratulations!
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ugo
Bellavance
Sent: jeudi 18 août 2011 14:26
To: otrs@otrs.org
Subject: Re: [otrs] Field template on creation of different type of the ticket
Le 2011-08-18 08:18, Xiaoxing Meng a
Hi,
I think I just found out why I had problems adding freetext fields to
the TicketZoom view of the customer interface
(http://thread.gmane.org/gmane.comp.otrs.user/35431/focus=35434)
1- The field has to be populated to be displayed. If it is null, it is
not displayed.
2- It looks like a
Le 2011-08-18 08:18, Xiaoxing Meng a écrit :
On the right field called "Ticket Information" on the window after we zoom the
ticket.
I have included a copy of screen as an attachement, but it is too big and need
the moderator approval, maybe it will take some time. so I sent you this email.
I
On the right field called "Ticket Information" on the window after we zoom the
ticket.
I have included a copy of screen as an attachement, but it is too big and need
the moderator approval, maybe it will take some time. so I sent you this email.
Xiaoxing
-Original Message-
From: otrs-
Le 2011-08-18 08:06, Xiaoxing Meng a écrit :
Yes. When I go to the agent interface and zoom on the ticket, I can see the
software version and other ticket information that I entered in the freefields.
Can you tell me where are those info in the window? Or show a screenshot?
Thanks,
Ugo
---
Yes. When I go to the agent interface and zoom on the ticket, I can see the
software version and other ticket information that I entered in the freefields.
Best regards,
Xiaoxing
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ugo
Bellavance
S
Le 2011-08-18 05:20, Muhammad El-Sergani a écrit :
Never worked with SLA's, but maybe u need some sort of Generic agent ,
as well as Postmaster filters?
I already did the Postmaster filters, but I wonder how I should make the
Generic agent task.
Maybe something like:
Tickets of SLA 1 and no
Le 2011-08-18 05:29, Xiaoxing Meng a écrit :
I am not sure if I got your problem correctly. But when I creat a ticket, I
can chose the version of software in a drop down menus that I added or write
the version in the field that I added in customer interface. It works.
Then, when you go in t
Hi guys,
Is it possible to check automatically the fomat of the text that we enter in
the freetextfield? I need a textfield in which we can enter a number in form
like "INT-0001" as the internal reference for a ticket; another textfield in
which we can enter a number in form like "EXT-0001" as
I am not sure if I got your problem correctly. But when I creat a ticket, I
can chose the version of software in a drop down menus that I added or write
the version in the field that I added in customer interface. It works.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-bou
Never worked with SLA's, but maybe u need some sort of Generic agent , as
well as Postmaster filters?
//M
On Thursday, August 18, 2011, Ugo Bellavance wrote:
> Hi,
>
> How could I match priorities to SLA?
>
> When the ticket is created with a given SLA, I want to have a
corresponding priority se
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