Hello all! I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this. Thanks and regards! Maria Alejandra Piedra _________________________________________________________________ Hotmail: Trusted email with powerful SPAM protection. http://clk.atdmt.com/GBL/go/201469227/direct/01/
Hello again Aleja, Take a look at http://lists.otrs.org/pipermail/otrs/2009-May/026540.html Leonardo Certuche On 11 March 2010 12:06, Maria Alejandra Piedra <alepr14@hotmail.com> wrote:
Hello all!
I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this.
Thanks and regards! Maria Alejandra Piedra
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Hey there! It's me again Ok everything is perfect! I know how to do it, but now the Service and SLA lists are not showing for me to assign it. I configured the Service part in the Sysconfig area, specifically the Ticket::Service to be enabled. Am I missing something? Cheers! Maria Alejandra Piedra From: leonardo.certuche@itcon-ltda.com Date: Thu, 11 Mar 2010 12:14:50 -0500 To: itsm@otrs.org Subject: Re: [itsm] Internal SLA's Hello again Aleja, Take a look at http://lists.otrs.org/pipermail/otrs/2009-May/026540.html Leonardo Certuche On 11 March 2010 12:06, Maria Alejandra Piedra <alepr14@hotmail.com> wrote: Hello all! I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this. Thanks and regards! Maria Alejandra Piedra Hotmail: Trusted email with powerful SPAM protection. Sign up now. --------------------------------------------------------------------- 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/ _________________________________________________________________ Hotmail: Free, trusted and rich email service. http://clk.atdmt.com/GBL/go/201469228/direct/01/
Hello Aleja, Maybe you forgot to associate customer to services at / index.pl?Action=AdminCustomerUserService? Leonardo Certuche On 11 March 2010 15:35, Maria Alejandra Piedra <alepr14@hotmail.com> wrote:
Hey there! It's me again
Ok everything is perfect! I know how to do it, but now the Service and SLA lists are not showing for me to assign it. I configured the Service part in the Sysconfig area, specifically the Ticket::Service to be enabled.
Am I missing something?
Cheers! Maria Alejandra Piedra
------------------------------ From: leonardo.certuche@itcon-ltda.com Date: Thu, 11 Mar 2010 12:14:50 -0500 To: itsm@otrs.org Subject: Re: [itsm] Internal SLA's
Hello again Aleja,
Take a look at http://lists.otrs.org/pipermail/otrs/2009-May/026540.html
Leonardo Certuche
On 11 March 2010 12:06, Maria Alejandra Piedra <alepr14@hotmail.com>wrote:
Hello all!
I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this.
Thanks and regards! Maria Alejandra Piedra
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Hi Leonardo! I did that but still didn't work. Is not displaying my list of services en SLA's What else could it be? Thank you so much Maria Alejandra Piedra From: leonardo.certuche@itcon-ltda.com Date: Thu, 11 Mar 2010 17:39:20 -0500 To: itsm@otrs.org Subject: Re: [itsm] Internal SLA's Hello Aleja, Maybe you forgot to associate customer to services at /index.pl?Action=AdminCustomerUserService? Leonardo Certuche On 11 March 2010 15:35, Maria Alejandra Piedra <alepr14@hotmail.com> wrote: Hey there! It's me again Ok everything is perfect! I know how to do it, but now the Service and SLA lists are not showing for me to assign it. I configured the Service part in the Sysconfig area, specifically the Ticket::Service to be enabled. Am I missing something? Cheers! Maria Alejandra Piedra From: leonardo.certuche@itcon-ltda.com Date: Thu, 11 Mar 2010 12:14:50 -0500 To: itsm@otrs.org Subject: Re: [itsm] Internal SLA's Hello again Aleja, Take a look at http://lists.otrs.org/pipermail/otrs/2009-May/026540.html Leonardo Certuche On 11 March 2010 12:06, Maria Alejandra Piedra <alepr14@hotmail.com> wrote: Hello all! I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this. Thanks and regards! Maria Alejandra Piedra Hotmail: Trusted email with powerful SPAM protection. Sign up now. --------------------------------------------------------------------- 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/ Hotmail: Free, trusted and rich email service. Get it now. --------------------------------------------------------------------- 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/ _________________________________________________________________ Hotmail: Trusted email with powerful SPAM protection. http://clk.atdmt.com/GBL/go/201469227/direct/01/
Hi again, You mean when creating a new, say phone-ticket you choose your customer, choose a queue and no service/SLAs are shown? It's strange, here are some random thoughts: - Enable default services - Make sure your users belong to the needed groups (on your test environment you could grant full access and start unchecking once it works, that way you will also get better understanding of the permissions structure) Leonardo Certuche On 11 March 2010 17:47, Maria Alejandra Piedra <alepr14@hotmail.com> wrote:
Hi Leonardo!
I did that but still didn't work. Is not displaying my list of services en SLA's
What else could it be?
Thank you so much
Maria Alejandra Piedra
------------------------------ From: leonardo.certuche@itcon-ltda.com Date: Thu, 11 Mar 2010 17:39:20 -0500
To: itsm@otrs.org Subject: Re: [itsm] Internal SLA's
Hello Aleja,
Maybe you forgot to associate customer to services at / index.pl?Action=AdminCustomerUserService<http://index.pl/?Action=AdminCustomerUserService>?
Leonardo Certuche
On 11 March 2010 15:35, Maria Alejandra Piedra <alepr14@hotmail.com>wrote:
Hey there! It's me again
Ok everything is perfect! I know how to do it, but now the Service and SLA lists are not showing for me to assign it. I configured the Service part in the Sysconfig area, specifically the Ticket::Service to be enabled.
Am I missing something?
Cheers! Maria Alejandra Piedra
------------------------------ From: leonardo.certuche@itcon-ltda.com Date: Thu, 11 Mar 2010 12:14:50 -0500 To: itsm@otrs.org Subject: Re: [itsm] Internal SLA's
Hello again Aleja,
Take a look at http://lists.otrs.org/pipermail/otrs/2009-May/026540.html
Leonardo Certuche
On 11 March 2010 12:06, Maria Alejandra Piedra <alepr14@hotmail.com>wrote:
Hello all!
I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this.
Thanks and regards! Maria Alejandra Piedra
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On 12.03.2010, at 00:30, Leonardo Certuche wrote:
Enable default services Make sure your users belong to the needed groups (on your test environment you could grant full access and start unchecking once it works, that way you will also get better understanding of the permissions structure) o make sure you have a valid Customer selected before choosing the assigned Service ;-)
Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project
Hey there! The thing is that my customers will not be doing the SLA assignments, I'm gonna be the one doing it. So when I go to the Free fields area to assign a service they don't appear. Are they never going to appear? Cheers! Maria Alejandra Piedra From: leonardo.certuche@itcon-ltda.com Date: Thu, 11 Mar 2010 18:30:07 -0500 To: itsm@otrs.org Subject: Re: [itsm] Internal SLA's Hi again, You mean when creating a new, say phone-ticket you choose your customer, choose a queue and no service/SLAs are shown? It's strange, here are some random thoughts: Enable default services Make sure your users belong to the needed groups (on your test environment you could grant full access and start unchecking once it works, that way you will also get better understanding of the permissions structure) Leonardo Certuche On 11 March 2010 17:47, Maria Alejandra Piedra <alepr14@hotmail.com> wrote: Hi Leonardo! I did that but still didn't work. Is not displaying my list of services en SLA's What else could it be? Thank you so much Maria Alejandra Piedra From: leonardo.certuche@itcon-ltda.com Date: Thu, 11 Mar 2010 17:39:20 -0500 To: itsm@otrs.org Subject: Re: [itsm] Internal SLA's Hello Aleja, Maybe you forgot to associate customer to services at /index.pl?Action=AdminCustomerUserService? Leonardo Certuche On 11 March 2010 15:35, Maria Alejandra Piedra <alepr14@hotmail.com> wrote: Hey there! It's me again Ok everything is perfect! I know how to do it, but now the Service and SLA lists are not showing for me to assign it. I configured the Service part in the Sysconfig area, specifically the Ticket::Service to be enabled. Am I missing something? Cheers! Maria Alejandra Piedra From: leonardo.certuche@itcon-ltda.com Date: Thu, 11 Mar 2010 12:14:50 -0500 To: itsm@otrs.org Subject: Re: [itsm] Internal SLA's Hello again Aleja, Take a look at http://lists.otrs.org/pipermail/otrs/2009-May/026540.html Leonardo Certuche On 11 March 2010 12:06, Maria Alejandra Piedra <alepr14@hotmail.com> wrote: Hello all! I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this. Thanks and regards! Maria Alejandra Piedra Hotmail: Trusted email with powerful SPAM protection. Sign up now. --------------------------------------------------------------------- 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/ Hotmail: Free, trusted and rich email service. Get it now. --------------------------------------------------------------------- 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/ Hotmail: Trusted email with powerful SPAM protection. Sign up now. --------------------------------------------------------------------- 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/ _________________________________________________________________ Hotmail is redefining busy with tools for the New Busy. Get more from your inbox. http://www.windowslive.com/campaign/thenewbusy?ocid=PID27925::T:WLMTAGL:ON:W...
Heeeey there! Finally!!! The services weren't displaying because I was testing with tickets that were created prior the service activation. Thanks so much for all the help! Regards Maria Alejandra Piedra From: leonardo.certuche@itcon-ltda.com Date: Thu, 11 Mar 2010 18:30:07 -0500 To: itsm@otrs.org Subject: Re: [itsm] Internal SLA's Hi again, You mean when creating a new, say phone-ticket you choose your customer, choose a queue and no service/SLAs are shown? It's strange, here are some random thoughts: Enable default services Make sure your users belong to the needed groups (on your test environment you could grant full access and start unchecking once it works, that way you will also get better understanding of the permissions structure) Leonardo Certuche On 11 March 2010 17:47, Maria Alejandra Piedra <alepr14@hotmail.com> wrote: Hi Leonardo! I did that but still didn't work. Is not displaying my list of services en SLA's What else could it be? Thank you so much Maria Alejandra Piedra From: leonardo.certuche@itcon-ltda.com Date: Thu, 11 Mar 2010 17:39:20 -0500 To: itsm@otrs.org Subject: Re: [itsm] Internal SLA's Hello Aleja, Maybe you forgot to associate customer to services at /index.pl?Action=AdminCustomerUserService? Leonardo Certuche On 11 March 2010 15:35, Maria Alejandra Piedra <alepr14@hotmail.com> wrote: Hey there! It's me again Ok everything is perfect! I know how to do it, but now the Service and SLA lists are not showing for me to assign it. I configured the Service part in the Sysconfig area, specifically the Ticket::Service to be enabled. Am I missing something? Cheers! Maria Alejandra Piedra From: leonardo.certuche@itcon-ltda.com Date: Thu, 11 Mar 2010 12:14:50 -0500 To: itsm@otrs.org Subject: Re: [itsm] Internal SLA's Hello again Aleja, Take a look at http://lists.otrs.org/pipermail/otrs/2009-May/026540.html Leonardo Certuche On 11 March 2010 12:06, Maria Alejandra Piedra <alepr14@hotmail.com> wrote: Hello all! I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this. Thanks and regards! Maria Alejandra Piedra Hotmail: Trusted email with powerful SPAM protection. Sign up now. --------------------------------------------------------------------- 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/ Hotmail: Free, trusted and rich email service. Get it now. --------------------------------------------------------------------- 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/ Hotmail: Trusted email with powerful SPAM protection. Sign up now. --------------------------------------------------------------------- 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/ _________________________________________________________________ Hotmail is redefining busy with tools for the New Busy. Get more from your inbox. http://www.windowslive.com/campaign/thenewbusy?ocid=PID27925::T:WLMTAGL:ON:W...
Dear Colleagues, Does anyone know where is the Kownledge Base /FAQ functionality in OTRS. We have the latest version installed but I cannot find it. Is it an specific module that have to be implemented? Thanks Marcelo Mangiacavalli LANXESS S.A. IT Head Cazadores de Coquimbo 2860, PB, Oficina “A”, (B1605DXP) Munro, Vicente López Buenos Aires - Argentina Phone +54 11 5550 1351 Fax +54 11 5550 1336 E-Mail: Marcelo.mangiacavalli@lanxess.com Web site: http://www.lanxess.com Protect our environment Please don’t print unless you really need to. El mensaje electrónico precedente (incluyendo algunos archivos adjuntos) contiene información que puede ser confidencial, o constituir información no pública. Están destinados sólo los destinatarios indicados. Si usted no es el destinatario original de este mensaje, por favor notifique al remitente contestando a este mensaje y luego elimínelo de su sistema. El uso, reproducción, distribución o publicación de este mensaje por destinatarios no intencionados no está autorizado y puede ser ilegal. The preceding e-mail message (including any attachments) contains information that may be confidential, or constitute non-public information. It is intended to be conveyed only to the designated recipient(s). If you are not an intended recipient of this message, please notify the sender by replying to this message and then delete it from your system. Use, dissemination, distribution, or reproduction of this message by unintended recipients is not authorized and may be unlawful.
Hi marcello, It comes as a separate package, called FAQ. Go to Admin > Package Manager and just install it. Regards, Mike. marcelo.mangiacavalli@lanxess.com wrote:
Dear Colleagues,
Does anyone know where is the Kownledge Base /FAQ functionality in OTRS. We have the latest version installed but I cannot find it.
Is it an specific module that have to be implemented?
Thanks
Marcelo Mangiacavalli LANXESS S.A. IT Head Cazadores de Coquimbo 2860, PB, Oficina “A”, (B1605DXP) Munro, Vicente López Buenos Aires - Argentina Phone +54 11 5550 1351 Fax +54 11 5550 1336 E-Mail: Marcelo.mangiacavalli@lanxess.com Web site: http://www.lanxess.com
Protect our environment Please don’t print unless you really need to.
El mensaje electrónico precedente (incluyendo algunos archivos adjuntos) contiene información que puede ser confidencial, o constituir información no pública. Están destinados sólo los destinatarios indicados. Si usted no es el destinatario original de este mensaje, por favor notifique al remitente contestando a este mensaje y luego elimínelo de su sistema. El uso, reproducción, distribución o publicación de este mensaje por destinatarios no intencionados no está autorizado y puede ser ilegal. The preceding e-mail message (including any attachments) contains information that may be confidential, or constitute non-public information. It is intended to be conveyed only to the designated recipient(s). If you are not an intended recipient of this message, please notify the sender by replying to this message and then delete it from your system. Use, dissemination, distribution, or reproduction of this message by unintended recipients is not authorized and may be unlawful. --------------------------------------------------------------------- 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/ -- Sent from my Android phone with K-9 Mail. Please excuse my brevity.
Also, when you've installed the FAQ module it will also create groups to give your agents the ability to post articles in the FAQ section. Go to users <-> groups and make you (and relevant agents) members of the FAQ groups, log out, log back in again and you'll see the FAQ button on your menu bar. Regards, David On Tue, Mar 16, 2010 at 6:35 PM, Michiel Beijen <michiel.beijen@otrs.com>wrote:
Hi marcello,
It comes as a separate package, called FAQ. Go to Admin > Package Manager and just install it.
Regards,
Mike.
marcelo.mangiacavalli@lanxess.com wrote:
Dear Colleagues,
Does anyone know where is the Kownledge Base /FAQ functionality in OTRS. We have the latest version installed but I cannot find it.
Is it an specific module that have to be implemented?
Thanks
Marcelo Mangiacavalli LANXESS S.A. IT Head Cazadores de Coquimbo 2860, PB, Oficina “A”, (B1605DXP) Munro, Vicente López Buenos Aires - Argentina Phone +54 11 5550 1351 Fax +54 11 5550 1336 E-Mail: Marcelo.mangiacavalli@lanxess.com Web site: http://www.lanxess.com
Protect our environment Please don’t print unless you really need to.
El mensaje electrónico precedente (incluyendo algunos archivos adjuntos) contiene información que puede ser confidencial, o constituir información no pública. Están destinados sólo los destinatarios indicados. Si usted no es el destinatario original de este mensaje, por favor notifique al remitente contestando a este mensaje y luego elimínelo de su sistema. El uso, reproducción, distribución o publicación de este mensaje por destinatarios no intencionados no está autorizado y puede ser ilegal. The preceding e-mail message (including any attachments) contains information that may be confidential, or constitute non-public information. It is intended to be conveyed only to the designated recipient(s). If you are not an intended recipient of this message, please notify the sender by replying to this message and then delete it from your system. Use, dissemination, distribution, or reproduction of this message by unintended recipients is not authorized and may be unlawful. --------------------------------------------------------------------- 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/ -- Sent from my Android phone with K-9 Mail. Please excuse my brevity.
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Dear Michael When I try to update the package manager I get the error: : Can't get file from http://ftp.otrs.org/pub/otrs/itsm/packages13//otrs.xml: 500 Can't connect to ftp.otrs.org:80 (Bad hostname 'ftp.otrs.org') So doesn't list me all the available package. Is there the chance to download the packages from somewhere? Thanks in advance Marcelo Mangiacavalli LANXESS S.A. IT Head Cazadores de Coquimbo 2860, PB, Oficina “A”, (B1605DXP) Munro, Vicente López Buenos Aires - Argentina Phone +54 11 5550 1351 Fax +54 11 5550 1336 E-Mail: Marcelo.mangiacavalli@lanxess.com Web site: http://www.lanxess.com Protect our environment Please don’t print unless you really need to. El mensaje electrónico precedente (incluyendo algunos archivos adjuntos) contiene información que puede ser confidencial, o constituir información no pública. Están destinados sólo los destinatarios indicados. Si usted no es el destinatario original de este mensaje, por favor notifique al remitente contestando a este mensaje y luego elimínelo de su sistema. El uso, reproducción, distribución o publicación de este mensaje por destinatarios no intencionados no está autorizado y puede ser ilegal. The preceding e-mail message (including any attachments) contains information that may be confidential, or constitute non-public information. It is intended to be conveyed only to the designated recipient(s). If you are not an intended recipient of this message, please notify the sender by replying to this message and then delete it from your system. Use, dissemination, distribution, or reproduction of this message by unintended recipients is not authorized and may be unlawful. Michiel Beijen <michiel.beijen@otrs.com> Enviado por: itsm-bounces@otrs.org 16/03/2010 03:35 p.m. Por favor, responda a "OTRS::ITSM User questions and discussions" <itsm@otrs.org> Para "OTRS::ITSM User questions and discussions" <itsm@otrs.org> cc Asunto Re: [itsm] Internal SLA's Hi marcello, It comes as a separate package, called FAQ. Go to Admin > Package Manager and just install it. Regards, Mike. marcelo.mangiacavalli@lanxess.com wrote:
Dear Colleagues,
Does anyone know where is the Kownledge Base /FAQ functionality in OTRS. We have the latest version installed but I cannot find it.
Is it an specific module that have to be implemented?
Thanks
Marcelo Mangiacavalli LANXESS S.A. IT Head Cazadores de Coquimbo 2860, PB, Oficina “A”, (B1605DXP) Munro, Vicente López Buenos Aires - Argentina Phone +54 11 5550 1351 Fax +54 11 5550 1336 E-Mail: Marcelo.mangiacavalli@lanxess.com Web site: http://www.lanxess.com
Protect our environment Please don’t print unless you really need to.
El mensaje electrónico precedente (incluyendo algunos archivos adjuntos) contiene información que puede ser confidencial, o constituir información
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It could be either one of two things: a. the otrs package repo is down for a bit. This COULD happen, in this case you can probably select one of the other repositories from the list at the left-hand side and go with that. For me, the repository is currently accessible. b. your OTRS server does not have direct internet access. This sometimes happen if it is behind a corporate firewall or the like. You can then configure a proxy via SysConfig; for instance in Framework > Core::Package for just the package manager or Framework > Core::WebUserAgent for the whole OTRS instance. You can also download the packages with an ordinary browser from the public repository at http://ftp.otrs.org/pub/otrs/packages/ and then install from disk. -- Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann From: marcelo.mangiacavalli@lanxess.com Sent: Tuesday, March 16, 2010 7:38 PM To: OTRS::ITSM User questions and discussions Subject: Re: [itsm] Internal SLA's Dear Michael When I try to update the package manager I get the error: : Can't get file from http://ftp.otrs.org/pub/otrs/itsm/packages13//otrs.xml: 500 Can't connect to ftp.otrs.org:80 (Bad hostname 'ftp.otrs.org') So doesn't list me all the available package. Is there the chance to download the packages from somewhere? Thanks in advance Marcelo Mangiacavalli LANXESS S.A. IT Head Cazadores de Coquimbo 2860, PB, Oficina “A”, (B1605DXP) Munro, Vicente López Buenos Aires - Argentina Phone +54 11 5550 1351 Fax +54 11 5550 1336 E-Mail: Marcelo.mangiacavalli@lanxess.com Web site: http://www.lanxess.com Protect our environment Please don’t print unless you really need to. El mensaje electrónico precedente (incluyendo algunos archivos adjuntos) contiene información que puede ser confidencial, o constituir información no pública. Están destinados sólo los destinatarios indicados. Si usted no es el destinatario original de este mensaje, por favor notifique al remitente contestando a este mensaje y luego elimínelo de su sistema. El uso, reproducción, distribución o publicación de este mensaje por destinatarios no intencionados no está autorizado y puede ser ilegal. The preceding e-mail message (including any attachments) contains information that may be confidential, or constitute non-public information. It is intended to be conveyed only to the designated recipient(s). If you are not an intended recipient of this message, please notify the sender by replying to this message and then delete it from your system. Use, dissemination, distribution, or reproduction of this message by unintended recipients is not authorized and may be unlawful. Michiel Beijen <michiel.beijen@otrs.com> Enviado por: itsm-bounces@otrs.org 16/03/2010 03:35 p.m. Por favor, responda a "OTRS::ITSM User questions and discussions" <itsm@otrs.org> Para "OTRS::ITSM User questions and discussions" <itsm@otrs.org> cc Asunto Re: [itsm] Internal SLA's Hi marcello, It comes as a separate package, called FAQ. Go to Admin > Package Manager and just install it. Regards, Mike. marcelo.mangiacavalli@lanxess.com wrote:
Dear Colleagues,
Does anyone know where is the Kownledge Base /FAQ functionality in OTRS. We have the latest version installed but I cannot find it.
Is it an specific module that have to be implemented?
Thanks
Marcelo Mangiacavalli LANXESS S.A. IT Head Cazadores de Coquimbo 2860, PB, Oficina “A”, (B1605DXP) Munro, Vicente López Buenos Aires - Argentina Phone +54 11 5550 1351 Fax +54 11 5550 1336 E-Mail: Marcelo.mangiacavalli@lanxess.com Web site: http://www.lanxess.com
Protect our environment Please don’t print unless you really need to.
El mensaje electrónico precedente (incluyendo algunos archivos adjuntos) contiene información que puede ser confidencial, o constituir información no pública. Están destinados sólo los destinatarios indicados. Si usted no es el destinatario original de este mensaje, por favor notifique al remitente contestando a este mensaje y luego elimínelo de su sistema. El uso, reproducción, distribución o publicación de este mensaje por destinatarios no intencionados no está autorizado y puede ser ilegal. The preceding e-mail message (including any attachments) contains information that may be confidential, or constitute non-public information. It is intended to be conveyed only to the designated recipient(s). If you are not an intended recipient of this message, please notify the sender by replying to this message and then delete it from your system. Use, dissemination, distribution, or reproduction of this message by unintended recipients is not authorized and may be unlawful. --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm
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I think that you could enable it and then erase the dtl blocks (*) in CustomerTicketMessage.dtl to let customer doesn't see those field. Then you should be able to assign service/sla elsewhere as agent (ie: Ticket::Frontend::AgentTicketNote###Service: If you want to set the service (Ticket::Service needs to be activated). in Ticket -> Frontend::Agent::Ticket::ViewNote) (*) <!-- dtl:block:TicketService --> <tr> <td class="contentkey">$Text{"Service"}:</td> <td class="contentvalue"> $Data{"ServiceStrg"}</td> </tr> <!-- dtl:block:TicketService --> <!-- dtl:block:TicketSLA --> <tr> <td class="contentkey">$Text{"SLA"}:</td> <td class="contentvalue"> $Data{"SLAStrg"}</td> </tr> <!-- dtl:block:TicketSLA --> HTH MV On Thu, Mar 11, 2010 at 6:06 PM, Maria Alejandra Piedra <alepr14@hotmail.com
wrote:
Hello all!
I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this.
Thanks and regards! Maria Alejandra Piedra
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I assume you get your tickets via customer web interface primarily. I would work the Service/Customer/SLA structure so that there is not much choice for them. Once they select Service the only SLA should be available (unless there is some kid of "charge" for the customer for using a tighter SLA). Once the ticket is filed, your dispatcher can review it and verify it's classified correctly and change SLA assignment. The timeouts will recalculate according to a new SLA setting. Another option is to switch to taking tickets by email altogether. It's usually welcomed by users very warmly. It's entirely up to your dispatcher then to assign Service and SLA. Anton. 2010/3/11 Maria Alejandra Piedra <alepr14@hotmail.com>
Hello all!
I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this.
Thanks and regards! Maria Alejandra Piedra
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participants (8)
-
Anton Gubar'kov -
David Holder -
Leonardo Certuche -
marcelo.mangiacavalli＠lanxess.com -
Marco Vannini -
Maria Alejandra Piedra -
Michiel Beijen -
Nils Leideck - ITSM