Hi Georgios, thanks für you anwser. The way you describe to me ist the first step I do. First I see all unlocked Tickets. No Ticket is locked by an Agent.
So my Problem is, that the agents get no notification(yellow star in the left Corner on top) when a costumer do a request of an unlocked ticket. In my IT Department we have some "old" unlocked Tickets. And I want to escalate these unlocked tickets when a costumer do more than Two request to the unlocked tickets. I hope I could explane it what i want to do. Thanks in Advance Marvin 2016-10-27 20:16 GMT+02:00 <[email protected]>: > Send otrs mailing list submissions to > [email protected] > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/mailman/listinfo/otrs > or, via email, send a message with subject or body 'help' to > [email protected] > > You can reach the person managing the list at > [email protected] > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. How to query unlocked Tickets with unanswered customer > request (otrs otrs) > 2. Re: How to query unlocked Tickets with unanswered customer > request (Dimitrakakis Georgios) > 3. Phantom ticket ([email protected]) > 4. Dynamic fields in AgentTicketCompose (Andr? Cavalcante) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 25 Oct 2016 19:57:45 +0200 > From: otrs otrs <[email protected]> > To: [email protected] > Subject: [otrs] How to query unlocked Tickets with unanswered customer > request > Message-ID: > <CAPfqst3meo6DDinJMU_LGDqTCBCXAReAZhCywoXN_0fH9- > [email protected]> > Content-Type: text/plain; charset="utf-8" > > Hi Folks, first of all, thanks evryone in advance how can help me. > > My Situation is, that i have round about 200 open and new Tickets. > Not all of them are locked by an Agent. > > Now I want ot have an overview off all unlocked Tickets where the customer > have done some request to the ticket. > For example. > A customer sends an request to our OTRS-System. But this request will not > get locked by an Agent. Because there is so much work > And after a while the same customer will send to the same ticket a request > to get to know the state of work. > But now one answer to him. And after a while he send the third request to > the same tickets....and so one. > > > Perhaps this could be done by a datanbase query. Hase anyone some > experinece with that. > > Thanks a lot > Bye Marvin > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: <http://lists.otrs.org/pipermail/otrs/attachments/ > 20161025/e14079b3/attachment-0001.html> > > ------------------------------ > > Message: 2 > Date: Wed, 26 Oct 2016 08:56:15 +0000 > From: Dimitrakakis Georgios <[email protected]> > To: User questions and discussions about OTRS. <[email protected]> > Subject: Re: [otrs] How to query unlocked Tickets with unanswered > customer request > Message-ID: <[email protected]> > Content-Type: text/plain; charset="utf-8" > > Hi Marvin, > > I am fairly new user of OTRS myself but I believe that you can do the > following: > > As an agent that has access to all queues (where you supposed unlocked > tickets are) go to : Tickets -> Status View > Under ?open tickets? you can use the filter on the ?LOCK? column and > search for ?lock? or ?unlock? tickets. > > Best regards, > > G. > > > > From: otrs [mailto:[email protected]] On Behalf Of otrs otrs > Sent: Tuesday, October 25, 2016 8:58 PM > To: [email protected] > Subject: [otrs] How to query unlocked Tickets with unanswered customer > request > > Hi Folks, first of all, thanks evryone in advance how can help me. > > My Situation is, that i have round about 200 open and new Tickets. > Not all of them are locked by an Agent. > > Now I want ot have an overview off all unlocked Tickets where the customer > have done some request to the ticket. > For example. > A customer sends an request to our OTRS-System. But this request will not > get locked by an Agent. Because there is so much work > And after a while the same customer will send to the same ticket a request > to get to know the state of work. > But now one answer to him. And after a while he send the third request to > the same tickets....and so one. > > > Perhaps this could be done by a datanbase query. Hase anyone some > experinece with that. > > Thanks a lot > Bye Marvin > > ____________________________________________________________ > __________________ > ?? ??????????? ????? ??? ???????????? ????????? ??? ????? ????????? ?????? > ????? ????????????. ??????????? ???? ????? ????????????? ??????????. ?? > ?????? ???? ?? ?????? ?? ??????????, ???????????? ?? ?????????????? ?????? > ?? ??? ????????? ??? ????????? ? ??? ??????????? ??? ?????????? ??? ?? ??? > ??????????? ?? ?????? ?? ???????????. ?? ??????? ??? ??????????? ??????? > ???? ????????? ??? ??? ????????? ???' ?????? ??? ??????? ??? ?????????? > ??????????????? ????????. > > The contents of this email and any attachments are confidential. It is > intended for the named recipients only. If you have received this email in > error please notify the system administrator or the sender immediately and > do not disclose the contents to anyone. Any views or opinions presented are > of the author and not necessarily represent those of Pancretan Cooperative > Bank > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: <http://lists.otrs.org/pipermail/otrs/attachments/ > 20161026/68a443dc/attachment-0001.html> > > ------------------------------ > > Message: 3 > Date: Wed, 26 Oct 2016 14:25:39 +0000 > From: <[email protected]> > To: <[email protected]> > Subject: [otrs] Phantom ticket > Message-ID: > <[email protected]> > Content-Type: text/plain; charset="us-ascii" > > All; > > Last week I made a network topology change that temporarily broke OTRS' > email abilities (it had no route to the email server). > > After fixing the networking issues I sent an email to OTRS to verify that > everything was working correctly. OTRS behaved as predicted, and all was > right with the world. > > However, ever since then we have been receiving a spurious ticket at 12:10 > (+/- 10 seconds or so), which has as its body the complete text the test > email, including SMTP headers and raw encoding. > > I have tried rebooting OTRS' server, with no luck. I have not tried to > Google the issue, as I don't feel my Google Fuu is up to trying to explain > the situation to Google search. > > Does anyone have any suggestions on next steps to correct this behavior? > > CentOS 7 / Apache 2.4.6 > OTRS 5.0.11 > ITSM GC 5.0.11 > ITSM Core 5.0.11 > ITSM Change Management 5.0.11 > ITSM Configuration Management 5.0.11 > > Thank you, > > Dominic L. Hilsbos, MBA, CSDA > Director - Information Technology > Perform Air International Inc. > www.PerformAir.com > > > > > ------------------------------ > > Message: 4 > Date: Thu, 27 Oct 2016 15:16:37 -0300 > From: Andr? Cavalcante <[email protected]> > To: "User questions and discussions about OTRS." <[email protected]> > Subject: [otrs] Dynamic fields in AgentTicketCompose > Message-ID: > <CAEaK_YEsF33uXnZU2Sr7GrODt=vWH=dRN=r2x2R_BxbKHK4kcw@mail. > gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi there, > > I'm currently using OTRS 4. I want my clients to fill a form after the > ticket is opened. > > I wonder if is it possible to Dynamic fields in AgentTicketCompose and how > to do it. > > Thanks > > -- > *Andr? Luiz C. e Cavalcante, PMP, PRINCE2* > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: <http://lists.otrs.org/pipermail/otrs/attachments/ > 20161027/53d6eff1/attachment.html> > > ------------------------------ > > Subject: Digest Footer > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > ------------------------------ > > End of otrs Digest, Vol 97, Issue 14 > ************************************ >
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