Hi Leonardo, If I am not mistaken that late in the evening ;-) you should be able to define the visible status for the WorkOrder view in the SysConfig at:
ITSM Change Management -> Frontend::Agent::ViewMyWorkOrdersOverview -> ITSMChange::Frontend::AgentITSMChangeMyWorkOrders###Filter::WorkOrderStates Cheers, Nils On 30.11.2010, at 21:47, Leonardo Certuche wrote: > Hi Nils, > > Thanks for your response, > > I'd gladly double check that If I knew where. The actual status of the > workorder is the first Status: created but once created, it can go to 5 > different status according to our state machine. > > Where can that be set? syconfig maybe? We'd like to increase the counter on > ANY state, as long as the Agent has it assigned > > Thanks for your help, > > Leonardo Certuche > www.itconsultores.com.co > Medellín, Colombia > > > > On 30 November 2010 14:35, Nils Leideck - ITSM <[email protected]> > wrote: > Hi, > > I guess the actual used status and the filter in the WorkOrder view doesn’t > match. > Can you double check this one? > > Cheers, Nils > > On 30.11.2010, at 18:52, Leonardo Certuche wrote: > >> Hello Markus, >> >> Thanks for you quick response. >> >> Question here: if it's not using that feature, how is the agent supposed to >> find out that there's a work order waiting for his acceptance? >> >> Besides, we're not using the "accepted" state for workorders on our workflow >> :( but surpringinly enough, to some users that counter is actually increasing >> >> Is there any way to change the behavior of this feature so it counts once an >> order is assigned to a given agent? >> >> Thanks in advance, >> >> Leonardo Certuche >> www.itconsultores.com.co >> Medellín, Colombia >> >> >> >> On 30 November 2010 11:28, Markus Esche <[email protected]> wrote: >> Hi Leonardo, >> >> the coounter is only active if the WO Agent has accepted this workorder. >> If the state of the workorder is only in created, then it won't appear in >> the list. >> >> Hth, >> Markus >> On 30.11.2010, at 18:22, Leonardo Certuche wrote: >> >> > Hello there, >> > >> > On the current implementation we're supporting, when a workorder is >> > assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not >> > being updated. It shows zero (0) even though a workorder is already >> > assigned to him. >> > >> > The Agent has RW permission under the following groups: >> > itsm-change >> > itsm-change-builder >> > itsm-change-manager >> > users >> > >> > Am I missing some other configuration? >> > >> > Thanks in advance, >> > >> > Leonardo Certuche >> > www.itconsultores.com.co >> > Medellín, Colombia >> > >> > --------------------------------------------------------------------- >> > OTRS mailing list: otrs - Webpage: http://otrs.org/ >> > Archive: http://lists.otrs.org/pipermail/otrs >> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> -- >> >> Markus Esche >> Director Customer Development >> >> OTRS AG >> Europaring 4 >> 94315 Straubing >> Deutschland >> >> T: +49 (0) 9421 56818 0 >> F: +49 (0) 9421 56818 18 >> I: www.otrs.com/ >> >> Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: >> DE256610065 >> Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann >> >> Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: >> http://www.otrs.com/ >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > — > Nils Leideck > Senior Consultant > http://webint.cryptonode.de / a Fractal project > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project
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