Hi Thiemo,
Sounds a bit like a change management process as it's implemented in
ITSM 2.0. There you have a Change Advisory Board that is to approve
changes before they are being actioned. There is a state engine in
ITSM 2.0 which would allow you to set up something along the lines of
what you're
Yeah, I was thinking along those lines too ^^ Thanks for that answer
coming from an official side.
bests
arthur
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You could do this by setting up a generic agent job that runs every X
minutes and looks for tickets that have reached the escalation time in
the last Y minutes.
What you then do depends on your OTRS installation: you could move the
ticket to another queue which might alert people, or you could
Hi list!
I have tickets that escalate although they are in auto close + state -
this is not what I expected. I've googled and found other references
(http://www.mail-archive.com/otrs@otrs.org/msg30658.html) but no
solution was come up there either.
Could it be that tickets are escalated when
Hi,
This already helps a lot. It would be more convenient if it goes over the
web interface. I'll create a bug for that.
Thanks!
Arthur
On Thu, May 27, 2010 at 3:14 AM, Nils Leideck - ITSM
nils.leid...@leidex.net wrote:
Hi,
On 26.05.2010, at 05:18, Arthur de Pauw wrote:
Can someone help
Hi list,
Is there a way to set the amount of lines displayed in the expanded
AgentTicketZoom display? I'm looking to increase the number of lines
of _clear_ text that is displayed. I've found
Ticket::Frontend::HTMLArticleHeightDefault: but it seems I need this
parameter for clear text, as these
Hi,
I like the use of saved searches. What would be really cool is if I could
set them as display elements of the dashboard. So, I have my few boxes in
there right now, what about adding a box custom search where I could then
select my saved search from the config panel. Ideally, it would be
Hi list,
Can someone help me finding tickets that have no service assigned? I'd need
a negate search or something like that. If it's done using a URL, I'm
happy as well. I think I saw a query regarding something like this before,
but I can't find it.
Thanks for any help!
Regards,
Arthur
I've been playing around with this as well. Any chance to get an idea of a
workflow to be build with this? One way I could imagine doing is by trying
to build our workflow into ITSM 2.0. That would then probably translate to:
- Create change
- Add WO: build the change
- Add WO for approval: one
Hi list!
We are working with the decisions function in OTRS::ITSM and I've noticed
that the decision result is always pre-selected with the first option
available, totally ignoring the TicketFreeText16::DefaultSelection setting.
I've googled myself to a forum entry (
As OTRS is really a web-app, you might want to try and restart your
webserver. Normally something like /etc/init.d/apache2 restart - that does
the trick for me.
bests
arthur
On Wed, Apr 28, 2010 at 7:50 AM, Leonardo Certuche
leonardo.certu...@itconsultores.com.co wrote:
Hi there,
I just
Hi,
In the postmaster mail account setup, you can actually choose to dispatch to
a certain queue by choosing Dispatching by selected queue. What the
example really says is that when mail is send to either m...@example.com or to
t...@example. com that queue is set to some queue.
We use filtering
..??as the customer can send only to a queue.
Regards,
An
On Wed, Apr 28, 2010 at 3:12 PM, Arthur de Pauw
arthur.dep...@gmail.comwrote:
Hi,
In the postmaster mail account setup, you can actually choose to dispatch
to a certain queue by choosing Dispatching by selected queue. What
will be filtered
using the filter magmnt module..is it??
Regards,
An
On Wed, Apr 28, 2010 at 3:57 PM, Arthur de Pauw
arthur.dep...@gmail.comwrote:
What do you mean with customer sends to a queue in our system, a
customer sends an email to support...@example.com. OTRS fetches the
mail every X
Maybe your agents have put the tickets in a queue where the customers don't
have access?
bests
arthur
On Fri, Apr 23, 2010 at 4:12 PM, Garren McKelvey gmckel...@roomlinx.comwrote:
Hello,
I’m trying to set up the customer login section of OTRS. I have customer
accounts and I can log in
Maybe the ticket is not created in the same queue when you send a mail or
when you create it with the web interface? If so, please check your
auto-reply settings for both queues. These need to be set per queue.
bests
arthur
On Fri, Apr 23, 2010 at 4:25 PM, Erik van Ast
Hi Jeremy,
Did you find a solution for this issue? We would like to have something like
this as well.
bests
Arthur
On Wed, Mar 31, 2010 at 6:35 AM, Jeremy Revitch jer...@hcvoip.com wrote:
We have a number of customized responses available to agents in “Compose
Answer (email):”. We would
Hello list!
We're using OTRS with ITSM and we're using the SystemMonitoring Package to
update the Incident State of CI's based on Nagios mails we get. That means,
as soon as Nagios sends a mail with a host/service down notification, we
mark the System as having an Incident, which in it's turn
Hi,
With this, you can set how the time units are called. Per default, they are
called work units. We prefer to have them called minutes. With the
second parameter you can enforce that the agent has to enter a value on the
time field (although a 0 can be entered).
Regards,
Arthur
Hi,
You might want to check this:
http://lists.otrs.org/pipermail/otrs/2009-August/027771.html
cheers
arthur
On Thu, Feb 11, 2010 at 6:24 PM, Marretta, Rosanna
rosanna.marre...@yrclogistics.com wrote:
Hi,
Can somebody please tell me which file I need to edit to add the name of
the
Try this:
Frontend::Module###AgentTicketPhone; Add, Copy first button, set NavBar to
Dashboard
Did the trick for us.
bests
arthur
On Thu, Feb 4, 2010 at 11:48 AM, Lars Jørgensen i...@gyldendal.dk wrote:
Hi Chris,
On 18/11/09 19.17, Chris Kurtz wrote:
When users initially login and see
Hi Fernando,
That's what we have as well. We did it in this way.
1. Set up groups for your clients. We call them Client A, Client B, etc.
2. Setup Customer Users - Groups and link the customer users to the groups
created in 1
3. Create a queue for the client and set the group to the group created
Hello list!
We're running OTRS with ITSM which works fine so far. We've added Config
Items, which each have an Current Incident State. I'm interested in setting
this state by using the SystemMonitoring package. Currently, the
SystemMonitoring package already receives and processes mails from our
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