- itsm - OTRS mailing lists

pending date & due date
by boonyam lim 19 May '09

19 May '09

Hi all I have been trying to use the below options to see any effects on the phone ticket, but it did not, may i know what is the purpose of below ? Pending Date (for pending* states): 01 02 03 04 05 06 07 08 09 10 11 12 / 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 / 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 - 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 : 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 Due Date: 01 02 03 04 05 06 07 08 09 10 11 12 / 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 / 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 - 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 : 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59

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Queue and SLA
by boonyam lim 19 May '09

19 May '09

Hi all i found similar options at Queue and SLA, may i know what is the different. Escalation - First Response Time: (0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) minutes ( Notify by - 10% 20% 30% 40% 50% 60% 70% 80% 90% ) Escalation - Update Time: (0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) minutes ( Notify by - 10% 20% 30% 40% 50% 60% 70% 80% 90% ) Escalation - Solution Time: (0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) minutes ( Notify by - 10% 20% 30% 40% 50% 60% 70% 80% 90% )

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Queue and SLA
by boonyam lim 19 May '09

19 May '09

Hi all I'm first time user to QTRS, i found similar options at Queue and SLA, may i know what is the different between Queue :- Escalation - First Response Time: (0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) minutes ( Notify by - 10% 20% 30% 40% 50% 60% 70% 80% 90% ) Escalation - Update Time: (0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) minutes ( Notify by - 10% 20% 30% 40% 50% 60% 70% 80% 90% ) Escalation - Solution Time: SLA Escalation - First Response Time: (0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) minutes ( Notify by - 10% 20% 30% 40% 50% 60% 70% 80% 90% ) Escalation - Update Time: (0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) minutes ( Notify by - 10% 20% 30% 40% 50% 60% 70% 80% 90% ) Escalation - Solution Time: (0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) minutes ( Notify by - 10% 20% 30% 40% 50% 60% 70% 80% 90% --- On Mon, 5/18/09, Gediel Luchetta <gediel(a)gmail.com> wrote: From: Gediel Luchetta <gediel(a)gmail.com> Subject: [itsm] Wrong message "update time is over" To: itsm(a)otrs.org Cc: "'Ivã'" <ivan(a)ilegra.com>, "'Cesar'" <cesar.mesquita(a)ilegra.com> Date: Monday, May 18, 2009, 10:32 PM Hi All, I´m testing the feature of escalation time based on SLA. But I´m with problem on "update time" control using SLA. I've registered a SLA with this values: FIRST_RESPONSE_TIME UPDATE_TIME SOLUTION_TIME ------------------- ----------- ------------- 15 120 2880 In the customer interface I've created a new ticket choosing the associated service and this SLA. Looking at ticket table the time set for ESCALATION_UPDATE_TIME appears not be Right: select TN,ESCALATION_TIME,ESCALATION_UPDATE_TIME,ESCALATION_RESPONSE_TIME,ESCALATIO N_SOLUTION_TIME from ticket where sla_id=1; TN ESCALATION_TIME ESCALATION_UPDATE_TIME ESCALATION_RESPONSE_TIME ESCALATION_SOLUTION_TIME ------------------- --------------- ---------------------- ------------------------ ------------------------ 2009051810000084 136800 136800 1242655611 1243029111 At Agent interface I can see a "time update over" like this: Ticket 2009051810000084: update time is over (-345144 hour 24 minutes / 01/02/1970 11:00)! Why the otrs is showing a update time of year 1970? I think the problem occurs at new ticket register time, because the value for ESCALATION_UPDATE_TIME (136800) point to 02-01-1970 14:00:00 (dd-mm-yyyy hh24:mi:ss) Can anyone understand what is happening ? Thanks, Gediel Luchetta. --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Wrong message "update time is over"
by Gediel Luchetta 18 May '09

18 May '09

Hi All, I´m testing the feature of escalation time based on SLA. But I´m with problem on "update time" control using SLA. I've registered a SLA with this values: FIRST_RESPONSE_TIME UPDATE_TIME SOLUTION_TIME ------------------- ----------- ------------- 15 120 2880 In the customer interface I've created a new ticket choosing the associated service and this SLA. Looking at ticket table the time set for ESCALATION_UPDATE_TIME appears not be Right: select TN,ESCALATION_TIME,ESCALATION_UPDATE_TIME,ESCALATION_RESPONSE_TIME,ESCALATIO N_SOLUTION_TIME from ticket where sla_id=1; TN ESCALATION_TIME ESCALATION_UPDATE_TIME ESCALATION_RESPONSE_TIME ESCALATION_SOLUTION_TIME ------------------- --------------- ---------------------- ------------------------ ------------------------ 2009051810000084 136800 136800 1242655611 1243029111 At Agent interface I can see a "time update over" like this: Ticket 2009051810000084: update time is over (-345144 hour 24 minutes / 01/02/1970 11:00)! Why the otrs is showing a update time of year 1970? I think the problem occurs at new ticket register time, because the value for ESCALATION_UPDATE_TIME (136800) point to 02-01-1970 14:00:00 (dd-mm-yyyy hh24:mi:ss) Can anyone understand what is happening ? Thanks, Gediel Luchetta.

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need freetext on module Frontend::Customer::Ticket::ViewZoom
by Jeffery Chen Fan 18 May '09

18 May '09

Dear all, we close ticket in this fashion. 1, agent recovered the incident, answer the ticket and update the ticket state to pending for auto close. 2, customer in ViewZoom action set freetext to the value of satisfaction 3, customer update ticket and set ticket state to close. need freetext on module Frontend::Customer::Ticket::ViewZoom, how to do this ? i want to let customer to feedback the satisfaction for every ticket. -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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Overview of Config items
by Maria Alejandra Piedra 14 May '09

14 May '09

Hello, I would like to know if there is a possibility for adding a extra column to the overview. Now there are columns for - Number - Name - Status - Last Change I would like to add the Owner of the config item to the overview. Is this possible and if so where can I change that?RegardsMaria Alejandra Piedra _________________________________________________________________ Hotmail® has ever-growing storage! Don’t worry about storage limits. http://windowslive.com/Tutorial/Hotmail/Storage?ocid=TXT_TAGLM_WL_HM_Tutori…

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Removing Configuration Items that are not in CSV File
by Mies, Christian 13 May '09

13 May '09

Hi List, I'm playing around with OTRS::ITSM ConfigItem Module. Import is working perfectly for a initial Import. Now I want to import regularly from another Database which CIs are available. If a CI is deleted in the "Leading" Database it should be deleted in the OTRS::ITSM DB or shout set to "Inactive" for a minimum. Can anybody give me a hint where to start over? Regards Christian Mit freundlichen Gruessen Christian Mies Consultant Systemmanagement Tel: +49 (661) 103-874 (-333) Fax: +49 (661) 103-17874 (-334) mailto:Christian.Mies@it-novum.com it-novum GmbH . Edelzeller Strasse 44 . 36043 Fulda . http://www.it-novum.com Handelsregister Amtsgericht Fulda, HRB 1934 . Geschaftsfuhrer: Michael Kienle . Sitz der Gesellschaft: Fulda Der Inhalt dieser E-Mail ist vertraulich. Wenn Sie nicht der eigentliche Empfaenger sein sollten, informieren Sie bitte sofort den Absender oder vernichten umgehend diese Mail. Jegliche unerlaubte Vervielfaeltigung oder Weiterleitung dieser Mail ist strengstens verboten. This e-mail may contain confidential and/or priviledged information. If you are not the intended recepient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorised copying, disclosure or distribution of material in this e-mail is strictly forbidden.

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Chinese characters in PDF print
by Jeffery Chen Fan 08 May '09

08 May '09

Dear All, PDF print can not display Chinese Font. This is a know issue ? -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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(no subject)
by Maria Alejandra Piedra 07 May '09

07 May '09

Hello I was wondering if anyone found a solution to this request, since I would really like to have this display. Thanks and regards María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA(506 216-0222). Ext. 0615 Alejandra.Piedra(a)iica.int Hello, I would like to know if there is a possibility for adding a extra column to the overview. Now there are columns for - Number - Name - Status - Last Change I would like to add the Owner of the config item to the overview. Is this possible and if so where can I change that? Thanks, Peter _________________________________________________________________ Hotmail® has ever-growing storage! Don’t worry about storage limits. http://windowslive.com/Tutorial/Hotmail/Storage?ocid=TXT_TAGLM_WL_HM_Tutori…

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Adding custom fields for tickets in Customer interface
by Vipul Gupta 29 Apr '09

29 Apr '09

What should I do to add custom drop down menu for a customer in their new ticket interface. I want to add few necessary fields at the customers side to automate and keep track of customers data. For e.g. say i have to add location fields to their ticket and their phone no. based on that location, so that one should only see the locations they have subscribed for services and the phone no. he has registered for that location at which he want to be contacted if needed. Cricket on your mind? Visit the ultimate cricket website. Enter http://beta.cricket.yahoo.com

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