Hi Folks, my Goal is to get a list of all unanwsered (by an Agent) and unlocked tickets. I think i have to do it with an Database Query. But thats the step I need some help.
I want to query all new and unlocked Tickets in which there are sequential costumer requests. For example three. Can someone help by that Database query. Thanks in Advance Bye Marvin 2016-10-31 21:12 GMT+01:00 <[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. Re: otrs Digest, Vol 97, Issue 14 query unlocked Tickets > with unanswered customer requests (otrs otrs) > 2. question about recipients from escalation notifications > (Leonardo Certuche) > 3. show/hide dynamic fields on phone ticket (Kent Kollasch) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sun, 30 Oct 2016 12:48:00 +0100 > From: otrs otrs <[email protected]> > To: [email protected] > Subject: Re: [otrs] otrs Digest, Vol 97, Issue 14 query unlocked > Tickets with unanswered customer requests > Message-ID: > <CAPfqst1cw+DV9ZUp9u6tPdEk+dquD=BAFFnWPcELh28zGQsJGQ@ > mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi Georgios, thanks f?r 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]. > local> > > 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 > > ************************************ > > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: <http://lists.otrs.org/pipermail/otrs/attachments/ > 20161030/1f4376a9/attachment-0001.html> > > ------------------------------ > > Message: 2 > Date: Mon, 31 Oct 2016 11:49:06 -0500 > From: Leonardo Certuche <[email protected]> > To: "User questions and discussions about OTRS." <[email protected]>, > "OTRS::ITSM User questions and discussions" <[email protected]> > Cc: Cristian Cano Osorio <[email protected]> > Subject: [otrs] question about recipients from escalation > notifications > Message-ID: > <CAG67U_TpnPJTOVHNwo--krZdeT9g12p0cXhb2hVFq6xJ26ZQRA > @mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hello there, > > I remember in older versions of OTRS, Escalation notification recipients > were governed by any of the following two text-based configurations: > > # notify all agents who selected the queue in "my queues/custom queues" > Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', > # notify all agents who can access the ticket with rw permissions > Module => > 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', > > Now it seems like the GenericAgent has nothing to do with this and instead > there is the following path: > > Kernel::System::Console::Command::Maint::Ticket::EscalationCheck > > But it does not allow to define who will be the recipients of the > escalation notification. > > Does anyone know where can this be set in OTRS 5? > > Regards, > > Leonardo Certuche > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: <http://lists.otrs.org/pipermail/otrs/attachments/ > 20161031/23243bc7/attachment-0001.html> > > ------------------------------ > > Message: 3 > Date: Mon, 31 Oct 2016 15:12:17 -0500 > From: Kent Kollasch <[email protected]> > To: "User questions and discussions about OTRS." <[email protected]> > Subject: [otrs] show/hide dynamic fields on phone ticket > Message-ID: <[email protected]> > Content-Type: text/plain; charset="windows-1252"; Format="flowed" > > Hi, > > I'm trying to show/hide dynamic fields on new phone ticket based on > ticket type. > > I'm having mixed results, only the first dynamic field shows up, the > rest stay hidden. I've add the following to > Custom/Kernel/Output/HTML/Templates/Standard/AgentTicketPhone.tt. > > [% RenderBlockStart("TicketType") %] > <label class="Mandatory" for="TypeID"><span > class="Marker">*</span> [% Translate("Type") | html %]:</label> > <div class="Field"> > [% Data.TypeStrg %] > <div id="TypeIDError" > class="TooltipErrorMessage"><p>[% Translate("This field is required.") | > html %]</p></div> > <div id="TypeIDServerError" > class="TooltipErrorMessage"><p>[% Translate("This field is required.") | > html %]</p></div> > > [% WRAPPER JSOnDocumentComplete %] > <script type="text/javascript">//<![CDATA[ > $('#TypeID').bind('change', function (Event) { > Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', > 'TypeID', ['Dest', 'NewUserID', 'NewResponsibleID', 'NextStateID', > 'PriorityID', 'ServiceID', 'SLAID', 'SignKeyID', 'CryptKeyID', 'To', > 'Cc', 'Bcc', 'StandardTemplateID' [% Data.DynamicFieldNamesStrg %]]); > > ### shows dynamic fields based on ticket type ### > switch ($('#TypeID').val() ) { > case "4": > document.getElementById('id name').style.display = > 'block'; > break; > > default: > document.getElementById('id name').style.display = > 'none'; > } > > }); > //]]></script> > [% END %] > > > [% RenderBlockStart("DynamicField") %] > <div id="id name" style="display:none;" > class="Row Row_DynamicField_[% Data.Name | html %]" > className="TicketFreeText Validate_Required ServerError" > > [% Data.Label %]<div class="Field">[% > Data.Field %]</div> > <div class="Clear"></div> > </div> > [% RenderBlockEnd("DynamicField") %] > > Thanks, > Kent > > -- > Kent C. Kollasch<mailto:[email protected]> > Director of Information Technology > Art's-Way Manufacturing Co., Inc. > Phone: (712) 864-0025 > Fax: (712) 864-3154 > > This message may contain information that is confidential and subject to > privilege. > If you are not the intended recipient and have received this e-mail in > error, please > disregard and do not open attachments, if any. Please note that the view > or opinions > presented in this e-mail are solely those of the author. > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: <http://lists.otrs.org/pipermail/otrs/attachments/ > 20161031/702444d9/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 17 > ************************************ >
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