Re: [otrs] Prefilled content with custom MenuModule not working anymore since OTRS 4

Hi, 22.04.2016 11:30 - Rick Heisterhagen schrieb: > I used to add custom menu buttons in > Frontend::Agent::Ticket::MenuModule to prefill AgentTicketNote since > OTRS 3.0 until 3.3 with URL encoded HTML content, the method is explained > here: [1]http://blog.otrs.org/2010/11/02/otrs-3-0-ticket

Re: [otrs] Determine number of closed tickets that were solved within SLA

I update it in the Postmaster POP3 email account settings (ticket continued to come in). What I forgot to do was to also update it in the SMTP settings too. This also caused about 20 tickets to be created for each inbound request due to the inability of OTRS to remove the email in the mail box

Re: [otrs] Determine number of closed tickets that were solved within SLA

I believe your solution is simpler than that. There is a stat for what you are trying to accomplish, You can use either one of the objects for SLA accounting ITSMTicketSolutionTimeAverage, ITSMTicketFirstLevelSolutionRate, List of Tickets and sort by SolutionTimeDiff where if you SLA was reached t

Re: [otrs] OTRS 3.3

That in fact is related to the email password, did you just update the password for the e-mail account in the email server, remember to adjust it in OTRS. If you did, what happens when you try to run the conection manually, does it connect or does it fail. Regards 2016-04-23 17:59 GMT-06:00 Scott

Re: [otrs] Determine number of closed tickets that were solved within SLA

Hello Jürgen, You can create a database trigger that stores the escalation_solution_time in a table of your own before its value gets reset by ticket.pm. On 25 April 2016 at 09:04, Mnich, Jürgen wrote: > Hello! > > > > I am oft he opinion, that I have a very normal situation J > > > > We config

[otrs] Determine number of closed tickets that were solved within SLA

Hello! I am oft he opinion, that I have a very normal situation :) We configured services and SLAs a few days ago and got a little familiar with the escalation configuration. Actually we only use solution-times for the time being. Now I want to determine - for all tickets closed last week (for

Re: [otrs] Upgrade failure with ITSM 3.3.5 --> 4.0.16

Hi, 25.04.2016 14:55 - jan.dre...@bertelsmann.de schrieb: > I already posted this on otterhub, but I thought the audience > may be bigger when writing to you, too: opening more requests on many channels does not always help. It might be the opposite.   > No response to this yet. I cannot believ

Re: [otrs] Upgrade failure with ITSM 3.3.5 --> 4.0.16

Hi. > Am 18.04.2016 um 10:31 schrieb Dreyer, Jan, SCM-IT > : > > Hi @ll. > > I already posted this on otterhub > , but I thought the > audience may be bigger when writing to you, too: > > I'm facing the following problem when trying to u