Hello,
We are currently trying to implement processes using the new (for us, at
least) Process Management feature. We have created the first steps, now we
want to do some transitions. The links in the ticket view show up as
ekpected, but whenever I click it, nothing seem to happen.
As
Gergely,
have you checked the history of that ticket, if there is anything changed
within the process ? If you have the condition already set (normally you should
set it within activity dialog) the ticket should be moved to the transition. If
that didn't work there is something wrong within
Hello,
The ticket view shows that Process is Incident from 2nd line, and
Activity is Validity of incident (the naming may be a bit misleading).
Under Process information I can see 3 links for the possible transitions,
one of them is named Invalid, which have the condition
DynamicField_processtest
What is with the 2 other transitions, have you tried to disable them maybe
double succeed ? You are going to create new tickets after process change,
my experience is that any process change does not evaluate existing tickets
? Just to be sure you have synchronized the process change
Von:
No. Whether the ticket is locked or not, escalation milestones still
apply. Just because the ticket is locked doesn't mean that first response
has been addressed until /unless the agent locks the ticket in conjunction
with a reply to the customer. Neither does a lock comply with performing an
Thanks, Gerald - can you think of another way we might accomplish our goal? For
example, we could make a certain type of action
item and set it up so if this was in the ticket, it would prevent escalation.
Any ideas?
-
OTRS
Hi,
I think you are mixing up two things here:
- Saying I'm working on this ticket is actually done by locking it.
- Escalations: First it would be interesting which escalations you have
defined. For example a first response escalation is 'cured' by simply
sending out a (manual) email to the
We have a set up to where a ticket that has gone 60 minutes or over
without a response is escalated.
In human terms, what does escalated mean to you? And without a response
means ... first response or any response?
Once an action item is made, the time is supposed to reset, but it seems
to be
We have a set up to where a ticket that has gone 60 minutes or over without a
response is escalated.
Once an action item is made, the time is supposed to reset, but it seems to be
keeping the tickets in
escalated view regardless.
I am looking for a different way to say ‘I am working on this
certain clients that are managed by an specific agent, we don't want
other agents to touch
those (since they are complicated set-ups or new clients that aren't
tickets that are easy to answer for anybody
other than the managing agents)
Also, among other things is to create a queue for the
If a ticket HAS an escalation SLA, it should be impossible to circumvent the
escalation without a update to the ticket saying why and who authorized the
exception. One simple way to work with that: create a script that can be run to
update the ticket via email. That should reset the counter
The idea is that for certain clients that are managed by an specific agent, we
don’t want other agents to touch
those (since they are complicated set-ups or new clients that aren’t tickets
that are easy to answer for anybody
other than the managing agents). We’re looking for a quick flag where
Ein Ubuntu Update von raring - saucy hat mir in die Suppe gespuckt
OTRS ging dabei von 3.1.7 - 3.2.9
Ich erhalte aktuell den Fehler:
Mar 28 11:45:32 vb-otrs OTRS-CGI-10[30656]:
[Notice][Kernel::System::Auth::DB::Auth] User: admin authentication ok
(REMOTE_ADDR: 141.42.231.227).
Mar 28 11:45:32
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