On Friday, May 28, 2004 9:29 PM
Robert Kehl <[EMAIL PROTECTED]> wrote:
> On Friday, May 14, 2004 7:57 AM
> Daniel Seifert <[EMAIL PROTECTED]> wrote:
>> Here's another example on how useless the current timeout is:
>
> Thank you, but I believe, we got it beforehand. The Timeout is chosen
> unluckil
On Friday, May 14, 2004 7:57 AM
Daniel Seifert <[EMAIL PROTECTED]> wrote:
> Here's another example on how useless the current timeout is:
Thank you, but I believe, we got it beforehand. The Timeout is chosen
unluckily, as it is an absolute measurement. The idea of changing it is
noted.
Regards,
Hi, Robert.
Here's another example on how useless the current timeout is:
09.05.2004 23:27:07 NewTicket
10.05.2004 20:07:02 OwnerUpdate, New Owner is 'dseifert' (ID=2).
10.05.2004 20:07:02 Ticket lock.
10.05.2004 20:07:55 SendAnswer
11.05.2004 21:45:06 FollowUp
12.05.2
Am Mo, den 10.05.2004 schrieb Robert Kehl um 15:22:
Hi,
> >>> Can you please compare the rights of '[EMAIL PROTECTED]' and
> >>> 'dseifert'?
> >>
> >> How do I do this?
>
> http://localhost/otrs/index.pl?Action=AdminUserGroup
Both dseifert and root have full rights for groups admin, stats and
u
On Monday, May 10, 2004 2:04 PM
Daniel Seifert <[EMAIL PROTECTED]> wrote:
>> Hi,
>>
>>> Am Mo, den 10.05.2004 schrieb Robert Kehl um 13:28:
> have unlocked if no FollowUp had been received. The owner is
> changed back to '[EMAIL PROTECTED]', what is probably undesirable.
I don't s
Hi,
> Am Mo, den 10.05.2004 schrieb Robert Kehl um 13:28:
> >> have unlocked if no FollowUp had been received. The owner is changed
> >> back to '[EMAIL PROTECTED]', what is probably undesirable.
> >
> > I don't see where the owner is changed back to root?
>
> 04/05/2004 16:00:11
It doesn't say
On Monday, May 10, 2004 10:49 AM
Daniel Seifert <[EMAIL PROTECTED]> wrote:
>> An hour later the customer sended another Followup, setting the
>> ticket to state "Open". This is very important - the ticket won't
>> have unlocked if no FollowUp had been received. The owner is changed
>> back to '[EMA
Am Mo, den 10.05.2004 schrieb Robert Kehl um 09:50:
Hi,
> > So I guess it's a bug in UnlockTickets.pl
>
> I don't. We forget the $Self->{UncountedUnlockTime}. Let's see:
>
> The ticket came in on 28st of April, 19:18:06, the owner is root. You
> became owner at 20:55:45.
>
> You and the customer
On Sunday, May 09, 2004 10:38 PM
Daniel Seifert <[EMAIL PROTECTED]> wrote:
> $ cat ~otrs/var/cron/unlock
> 35 * * * * $HOME/bin/UnlockTickets.pl --timeout >> /dev/null
>
> This was set by the OTRS rpm default installation and the unlock time
> matches the cron-job run time.
>
> So I guess it's a bu
Am So, den 09.05.2004 schrieb Robert Kehl um 20:05:
Hi,
> > Ack. What we's need were the whole history of the offending ticket
> > alongside its contents. May you forward a mitigated version to me via
> > PM alongside any additional information that weren't suited for a
> > public ML.
>
> After
On Saturday, May 08, 2004 11:04 PM
Robert Kehl <[EMAIL PROTECTED]> wrote:
> On Friday, May 07, 2004 9:33 PM
> Daniel Seifert <[EMAIL PROTECTED]> wrote:
>> Am Fr, den 07.05.2004 schrieb Robert Kehl um 16:52:
>>
The previous reply from me had to wait 4.5 days (mail received on
29.04.2004 14
On Friday, May 07, 2004 9:33 PM
Daniel Seifert <[EMAIL PROTECTED]> wrote:
> Am Fr, den 07.05.2004 schrieb Robert Kehl um 16:52:
>
>>> The previous reply from me had to wait 4.5 days (mail received on
>>> 29.04.2004 14:18:08, reply sent 04.05.2004 15:00:18), but during
>>> these
>>> 4.5 days the tic
Am Fr, den 07.05.2004 schrieb Robert Kehl um 16:52:
Hi,
> > For example, I had an open ticket where I send the customer a reply
> > yesterday at 15 o'clock, which changed the status of the ticket from
> > open to "pending auto close+". An hour later, the customer send a
> > reply.
> >
> > 9:35 ho
On Wednesday, May 05, 2004 6:24 AM
Daniel Seifert <[EMAIL PROTECTED]> wrote:
> For example, I had an open ticket where I send the customer a reply
> yesterday at 15 o'clock, which changed the status of the ticket from
> open to "pending auto close+". An hour later, the customer send a
> reply.
>
>
Hi.
Lately (after updating to OTRS 1.2.3), tickets are becoming unlocked way
before any escalation time.
For example, I had an open ticket where I send the customer a reply
yesterday at 15 o'clock, which changed the status of the ticket from
open to "pending auto close+". An hour later, the custo
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