[otrs] Is it possible to Hold ticket ?

Hi All, Is it possible to Hold ticket when waiting for customer input, so that the SLA clock stops ticking until there is a further action on the ticket? Thanks and Regards, Lokesh - OTRS mailing list: otrs - Webpage:

Re: [otrs] Escalation times are cleared when the ticketisclosedwhat could be the reason?

OTRS development company like OTRS AG. Send a mail to en...@otrs.com Havel a great day. On Oct 14, 2009, at 11:27 , Katta, Lokesh Katta Subramanyam wrote: Hi All, Just wanted to add that we are using otrs 2.3.4 without ITSM. Any help is greatly appreciated. Thanks and Regards

Re: [otrs] Escalation times are cleared when the ticket isclosedwhat could be the reason?

Hi All, Just wanted to add that we are using otrs 2.3.4 without ITSM. Any help is greatly appreciated. Thanks and Regards, Lokesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent

Re: [otrs] Escalation times are cleared when the ticket is closed what could be the reason?

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Saturday, October 10, 2009 4:37 PM To: User questions and discussions about OTRS. Subject: [otrs] Varying reports for solution time escalations. what could bethe reason

Re: [otrs] Escalation times are cleared when the ticket is closedwhat could be the reason?

basis and due to this I am able to see only escalations that are not closed. Any help is greatly appreciated. Thanks and Regards, Lokesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Tuesday

[otrs] Varying reports for solution time escalations. what could be the reason

Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue XYZ there were 10 solution time escalations for the month of September when

Re: [otrs] Error: After Upgrade from 2.3.4 to 2.4.4 - Event based Notification does not work

See the earlier threads. Also view this bug details. The ticket.pm patch available for this bug fix should solve the issue http://bugs.otrs.org/show_bug.cgi?id=4257 Thanks and Regards, Lokesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org]

Re: [otrs] OTRS 2.4.4 - Customer Notification Events

or attachments attributes on e. g. TicketCreate or other events. Greetings, -Martin On 08.09.2009, at 14:10, Katta, Lokesh Katta Subramanyam wrote: Hi All, We are facing strange issue when trying to setup Customer Notification Events in OTRS2.4.4. I am trying to setup the Customer Notification

[otrs] OTRS 2.4.4 - Customer Notification Events

Hi All, We are facing strange issue when trying to setup Customer Notification Events in OTRS2.4.4. I am trying to setup the Customer Notification events for StateUpdate, Owner update and Move notifications as in 2.3.4 but notifications are not sent. However, when I set transaction flag to 0

[otrs] Customer Ticket ViewZoom

Hi List, In agent TicketViewZoom, the latest article is displayed and the agent has the option to see each article or he can also expand all the articles. Where as in the Customer's TicketViewZoom, always the initial article(ticket details inputted by the customer) are displayed and there

[otrs] Setting working hours/ business hours

Hi All, Are working hours and business hours mean the same in OTRS? Also for working hours it is only possible to configure the hours. How do I configure some thing like 8.30 am to 6 pm as working hours? Thanks Lokesh -

[otrs] Queue Escalation times and Pending Reminder

Hi All, I am trying to set a Pending reminder of 1 day set on a ticket with a solution time of 30 minutes. Though there is a pending reminder set before the solution time expires, the solution time still ticks and goes to negative mode. At the same time when we check in stats if any ticket has

Re: [otrs] Agent Notification for new tickets?

this is controlled in the Agent's Preferences. Queues must be highlighted to be activated for notifications. I don't know the answer to your second question. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b...@dornc.com Katta, Lokesh Katta Subramanyam lokesh...@cgi.com 7/2

[otrs] Agent Notification for new tickets?

Hi All, I am not getting any agent notification on new ticket creation. How can I configure it? Also I would like to know if I can create new notifications for customer. Currently we have only three notifications for customer. Owner,Status,Move. Thanks Lokesh

Re: [otrs] Reg: Approval workflows

approved processing that ticket. But unfortunately as I know a ticket with a not-approved decision is showed in the queue too. Afshar On Tue, Jun 30, 2009 at 9:51 AM, Katta, Lokesh Katta Subramanyam lokesh...@cgi.com wrote: Hi All, Has anyone used the approval mechanism in the ITSM module. How does

[otrs] Reg: Adding new link in Customer screen to approve tickets.

Hi All, Just like CompanyTickets in the Customer Screen, I want to develop a new screen called Approval tickets that would list all the tickets that would require an authorized approval. This links should list all the tickets that are to be approved by an authorized person(Manager). So Just

Re: [otrs] conditional events in otrs

Hi J, I am also facing the same issues. I tried modifying the AdminGenericAgent.pm to add 01 minutes and then select the same while creating the job. But it did not work. Moreover the schedule I am selecting in the GenericAgent job interface is never honoured. I am also wondering about the

[otrs] Reg: Approval workflows

Hi All, Has anyone of you configured approval workflows? Like we require approvals for some specific requests like software installation, new hardware etc. Is there a way we configure it in OTRS so that whenever a ticket is raised for some special request there is an approval workflow,

Re: [otrs] Reg: Restrictions in queue views

Thanks. But is it possible to apply Ticket ACL's to hide a ticket from an agent based on FreeText Best Regards, From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of yevgeniy.koles...@obi.ua Sent: Tuesday, June 09, 2009 5:27 PM To:

[otrs] Reg: Restrictions in queue views

Hi All, Is it possible to restrict the tickets viewed by agents in specific queues based on the specific parameters like in our case LOCATION. We require this setup, since we have offices in multiple locations and for some queues for e.g. facility maintenance we do not want an agent

Re: [otrs] is it mandatory for OTRS and mysql to be there in thesame box.

: Sunday, June 07, 2009 5:17 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] is it mandatory for OTRS and mysql to be there in thesame box. Marco Vannini wrote: has the remote machine port 3306 open ? On Fri, Jun 5, 2009 at 1:55 PM, Katta, Lokesh Katta Subramanyam lokesh

[otrs] is it mandatory for OTRS and mysql to be there in the same box.

Hi All, While creating the database using the installer, I am getting errors if I mention the database location to be a different system other than the localhost. Unable to get what could be wrong. Has anyone tried it? Best Regards, Lokesh K S

Re: [otrs] is it mandatory for OTRS and mysql to be there in thesame box.

PM, Katta, Lokesh Katta Subramanyam lokesh...@cgi.com wrote: Hi All, While creating the database using the installer, I am getting errors if I mention the database location to be a different system other than the localhost. Unable to get what could be wrong. Has anyone tried it? Best Regards

[otrs] OTRS load and scalability?

Hi All, Has anyone tried to load test OTRS. I would be interested to know the results and the hardware used. We have a requirement with 100 concurrent users using the system. We are testing on an Intel Pentium 3ghz with 2gb ram. But the cpu and memory usage are hitting top near(100%) when we

[otrs] Agent Authentication

Hi All, Is it possible to configure to fall back to database for authenticating agents when a user credentials is not present in the LDAP tree? In our organization we have a scenario where in some agents are contractors and their credentials will not be there on the LDAP tree. Thanks

[otrs] Can we have seperate SLA(response time, update time, solution time) for each priority?

Hi, Is it possible to set SLA's based on priority? As I can see from the documentations we can set it at the Queue level like first response time, update time and solution time. But in our scenario, like for a particular category/queue the SLA will be different based on priority. For

Re: [otrs] Can we have seperate SLA(response time, update time, solution time) for each priority?

seperate SLA(response time, update time,solution time) for each priority? priority is based on the critical and impact. and critical is setting with services. so, the have no SLA based priority, there only have services based priority. On Thu, May 14, 2009 at 11:33 PM, Katta, Lokesh Katta

Re: [otrs] AddNote notification

Notification for AddNote is sent only to the agents and not customer users. Customer users can only view the notes through the customer web frontend, only when the notes are external. Thanks, Lokesh K S - OTRS