[otrs] Ticket escalation type

Hi, When a ticket is escalated, a message is sent to the agents, but agents do not understant why the ticket is escalated. How can we understand this? I mean, is it escalated due to FIRST RESPONSE TIME or SOULTION TIME? Thanks in advance, Aysel ---

[otrs] Ticket escalation type

Hi, When a ticket is escalated, a message is sent to the agents, but agents do not understant why the ticket is escalated. How can we understand this? I mean, is it escalated due to FIRST RESPONSE TIME or SOULTION TIME? Thanks in advance, Aysel ---

[otrs] Notify customer users when a new ticket is created

Hello, I would like to notify all customer users in the company when a new ticket is created. How can I do this? Regards, Aysel - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/

Re: [otrs] Calendar definition

/Files/Framework.xml perhaps. Like this you find all files that mention (c)alendar: cd /opt/otrs find . -type f -exec grep 'alendar' {} \; -print -ls|more | egrep "^./" gr, Frans From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Aysel Pamu

Re: [otrs] Calendar definition

. Alle Parameter des Calendar-Objekts im Agent-Interface. gr, Frans From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Aysel Pamuk Sent: donderdag 16 april 2009 15:16 To: otrs@otrs.org Subject: [otrs] Calendar definition Hello, I have updated calendar

[otrs] Calendar definition

Hello, I have updated calendar definitions from Core::Time::Calendar1 Where is Calendar information kept? I could not find in the database. I think it i

[otrs] Sending escalation more than once

to send e-mail for each escalation. Regards, Aysel Pamuk ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

[otrs] Sending e-mails for escalation

Hello, I would like to send e-mail messages to the agents for eacalated tickets. E-mails on escalated tickets should be delivered to agents that have the queue with the escalated ticket in "My queues" enabled and that have activated notifications on escalated tickets in their personal prefe

Re: [otrs] Agent Notification

0:17 To: User questions and discussions about OTRS. Subject: Re: [otrs] Agent Notification Did you make sure the queue is marked as 'My Queue' in preferences? Greez d Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Aysel Pamuk Gesendet: Montag, 5. Januar

Re: [otrs] Agent Notification

Greez d Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Aysel Pamuk Gesendet: Montag, 5. Januar 2009 09:06 An: otrs@otrs.org Betreff: [otrs] Agent Notification Hello, I cannot receive any agent notification e-mail when a new ticket is created in one of the agen

[otrs] Agent Notification

Hello, I cannot receive any agent notification e-mail when a new ticket is created in one of the agent's queues. I have upgraded OTRS to 2.3.3. Also I set Preferences->New Ticket Notification to YES. I searched for the otrs archive and found the bug 977 : http://bugs.otrs.org/show_bug.cgi

[otrs] Agent Notification

Hello, I cannot receive any agent notification e-mail when a new ticket is created in one of the agent's queues. I have upgraded OTRS to 2.3.3. Also I set Preferences->New Ticket Notification to YES. I searched for the otrs archive and found the bug 977 : http://bugs.otrs.org/show_bug.cgi

[otrs] Due Date calculation

Hello, I have created a queue SEVERITY-3 with Calendar 1(8:00-17:00 x 5). Calendar 1 is configured as 8:00-17:00 for weekdays. Escalation solution time for that queue is 14400 mins (10 days). While creating an e-mail ticket, Due Date is given as TOMORROW, my escalaiton solution time constra

[otrs] Calendar in Ticket queue

Hello, I have created a queue SEVERITY-3 with Calendar 1 1 (8:00-17:00 x 5). Calendar 1 is configured as 8:00-17:00 for weekdays. Escalation solution time for that queue is 14400 mins (10 days). While creating an e-mail ticket, Due Date is given as TOMORROW, my escalaiton solution time cons

[otrs] Time Units

What isTime units (work units) used for? Thank you. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS sys

Re: [otrs] Different Pending status of ticket

Hi, Pending remainder : Remind the owner of the ticket after time expired pending auto close+ : close the ticket as success after time expired pending auto close- : close the ticket as fail after time expired Regards, aysel From: [EMAIL PROTECTED] on behalf of

RE: [otrs] How can an agent see the closed tickets?

Thak you. From: [EMAIL PROTECTED] on behalf of Nils Breunese (Lemonbit) Sent: Wed 4/9/2008 10:58 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] How can an agent see the closed tickets? Aysel Pamuk wrote: > How can an agent see

[otrs] How can an agent see the closed tickets?

Hello, How can an agent see the closed tickets? Regards, Aysel ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for

[otrs] First response time according to time of the day

Hello, I have an SLA such as: If working hours, first response time is 30mins, If out of working hours, first response time is 60mins. Have can I configure the OTRS? Should I define different queues or different SLA? Thanks in advance, Aysel

[otrs] Time fields

Hello, In database fields defined as int such as "escalation_start_time" int(11) NOT NULL, "escalation_response_time" int(11) NOT NULL, "escalation_solution_time" int(11) NOT NULL, What value is kept in these fields? Does it mean date value as integer? Thanks in advance, Aysel __

RE: [otrs] Lock status

I am more clear now. Thanks to every who helped. From: [EMAIL PROTECTED] on behalf of Nils Breunese (Lemonbit) Sent: Mon 3/24/2008 11:36 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Lock status Aysel Pamuk wrote: > What is

[otrs] Report generation

Hello, I should generate reports such as: Solution time and response time Average solution time and average response time od the tickets by queue Should I write SQL query for this or can I get these reports from Stats module? Thanks in advance, Aysel __

[otrs] Lock status

Hello, What is the meaning of lock and lock? I mean, the ticket status is new, open, pendig or closed. When do we lock or unlock the tickets? Thanks in advance, Aysel ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.

[otrs] New user add problem

I have installed OTRS 2.2.5 . I want to add a new user bt received the error: Email address ([EMAIL PROTECTED]) not valid (invalid [EMAIL PROTECTED] (DNS problem: no nameservers)! )! What should I do? Thanks in afvance, Aysel Pamuk ___ OTRS

RE: [otrs] New Ticket Notification

Hello, I had the same problem. When I moved the otrs user to USERS Group, I started to receive the notifications. Please move the user to USERS group. Regards, Aysel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jared Alewine Sent: Friday, January

RE: [otrs] Notify the agent by e-mail when a newticketisgeneratedinone of the agent's queue

1/2008 22:55 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Notify the agent by e-mail when a newticketisgeneratedinone of the agent's queue Be sure that the queue in which new tickets are created is selected under My Queues. - Original Message -

RE: [otrs] Which module runs while a new ticket is being generated?

ions about OTRS.org Subject: Re: [otrs] Which module runs while a new ticket is being generated? Aysel Pamuk wrote: > Which module is run while a new ticket is being generated? > Although Mail Management à New Ticket Modification is set YES and a > new ticket is generated in queque whic

[otrs] Which module runs while a new ticket is being generated?

you, Aysel Aysel Pamuk Telecom Engineer Gantek Technologies Phone: (+90)216 538 80 89 Mobile: (+90)533 582 87 28 Fax: (+90)216 322 04 43 Address: Yeni Parseller Sok. No: 20 K Binasi Kat:4-5 34805 Kavacik, Istanbul, Turkey [EMAIL PROTECTED] www.gantek.com "This message and attachments are conf

[otrs] Follow up option

Hi, Under queue management, there is an option called FOLLOW UP. It might have one of these options: New ticket Possible Reject What is possible used for? Thank you, Aysel Pamuk Telecom Engineer Gantek Technologies Phone: (+90)216 538 80 89 Mobile: (+90)533 582 87 28 Fax: (+90)216 322 04

RE: [otrs] Notify the agent by e-mail when a new ticket isgeneratedinone of the agent's queue

nt ] for a reason ;D Greetz, Daniel From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Aysel Pamuk Sent: Freitag, 4. Januar 2008 09:18 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket is g

RE: [otrs] Notify the agent by e-mail when a new ticket isgeneratedinone of the agent's queue

EMAIL PROTECTED] On Behalf Of Aysel Pamuk Sent: Freitag, 4. Januar 2008 09:18 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket is generatedinone of the agent's queue Thank you for you reply. But I am asking for e-mail no

RE: [otrs] Notify the agent by e-mail when a new ticket is generatedinone of the agent's queue

7; panel by the agent himself. The agent needs to mark the queue as 'my queue' and switch 'new ticket notification' to 'Yes'. Greetz, Daniel From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Aysel Pamuk Sent: Fr

[otrs] Notify the agent by e-mail when a new ticket is generated in one of the agent's queue

Hello, I want to notify an agent by e-mail when a new ticket is generated in one of its queues. How can I do this? Thank you, Aysel ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe