May 2008 - otrs - OTRS mailing lists

Re: [otrs] What are SLA and Services?
by Klaus Bruno 23 May '08

23 May '08

Hi Yes, exactly thats the mind. If the status is "Master" each closed ticket will sent one invitation for participating the survey. There is a parameter how often the survey is sent to the same customer in case she opens tickets more frequent. With stats "valid" no new invitations are sent out but customer can still attend already sent invitations. sysconfig -> survey -> core Survey::SendPeriod regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Go Wow Sent: Friday, May 23, 2008 3:12 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] What are SLA and Services? Can these be used for customer surveys? 2008/5/23 Igor <igorhmm(a)gmail.com>: Hi ! I make some tests with Survey and I discover that is possible to create question form's with a lot of options (yesno, multiple answer, open answer, etc) Regards Igor On Wed, May 21, 2008 at 5:57 PM, Go Wow <gowows(a)gmail.com> wrote: > At this point also let us know what is this survey module used for ? > > 2008/5/22 Shawn Beasley <shawn.beasley(a)otrs.com>: >> >> Hi >> >> Craig Meirick wrote: >> > I have been looking for an explanation to what the SLA and Service >> > options do. I haven't >> > been successful in finding anything in the manual or on this list. >> > >> > I would like to be able to understand the full functionality of OTRS and >> > these options have >> > been alluding me. >> > >> > Could anybody point me in the direction of an example of what these are >> > used for and how to >> > go about using them? I have been successful in how to enable them using >> > sysconfig and >> > found them in the admin module. >> >> The quick and dirtry >> >> SLAs are assigned Services >> Customers are assigned SLAs >> >> SLAs allow you to set queue independant escalation times >> >> They will overide any queue limitations on: >> First Respons >> Update >> Solution >> >> Usually are used to distinguish between customers (A, B, C) and thier >> respective response times. The one that brings the money gets the service >> :) >> >> Hope this helped! >> >> -- >> Shawn Beasley >> >> ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg >> Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 >> http://www.otrs.com/ :: Communication with success! >> >> >> Geschäftssitz: Bad Homburg >> Amtsgericht Bad Homburg, HRB 10751 >> Steuernummer: 003/240/97521 >> >> Aufsichtsratsvorsitzender: Burchard Steinbild >> Vorstandsvorsitzender: André Mindermann >> >> >> _______________________________________________ >> 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 >> Support or consulting for your OTRS system? >> > http://www.otrs.com/ > > > > -- > Those that make the rule don't play the game!! > _______________________________________________ > 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 > Support or consulting for your OTRS system? > > 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 Support or consulting for your OTRS system? > http://www.otrs.com/ -- Those that make the rule don't play the game!!

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two problems...
by adrian guevara 23 May '08

23 May '08

Hi, Sorry, I'm an otrs newb. Does anyone have any idea on how to solve the two problems I have? Please see below: 1. I created a filter on otrs to move a ticket's state to 'closed successful' when the postmaster filter receives an email with the word "resolved" on the body. I can see from the system logs that this is being done, but I can still see the ticket on the queue view. Is there something that I am missing out? 2. Is there a way to have a master view of the queues and the agents that they are locked to? I was looking at a feature like this so that other agents know what are you working on; management as well can see what everyone else is working on.

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What are SLA and Services?
by Craig Meirick 23 May '08

23 May '08

I have been looking for an explanation to what the SLA and Service options do. I haven't been successful in finding anything in the manual or on this list. I would like to be able to understand the full functionality of OTRS and these options have been alluding me. Could anybody point me in the direction of an example of what these are used for and how to go about using them? I have been successful in how to enable them using sysconfig and found them in the admin module. I appreciate your help. TIA >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Configuring Responses
by gen＠gentube.com 22 May '08

22 May '08

When an agent uses an emtpy response with the default config, it gets formatted like this - <Salutation> <Body of Original Email> <Signature> I want to move the body of the original mail up and put the original mail at the very bottom, so that an agent answering a ticket with an empty response sees this -- <Salutation> <Signature> <Original Mail> I don't see how to rearrange that in the config options for Salutation, Signature, or Response. Any help is appreciated. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Allow Multiple Techs to edit Events
by Beryl Snyder 22 May '08

22 May '08

I work for a very small tech company. This system looks awesome, except I need the system to allow the techs to view and put appointment's events on each others calender. Does OTRS allow that? I looked, but did not find and option for that.

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Re: [otrs] Configuring Responses
by Klaus Bruno 22 May '08

22 May '08

Hi "noname" You can change the order of the textblocks in sysconfig -> Frontend::Agent::Ticket::ViewCompose Ticket::Frontend::ResponseFormat regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of gen(a)gentube.com Sent: Thursday, May 22, 2008 5:19 PM To: otrs(a)otrs.org Subject: [otrs] Configuring Responses When an agent uses an emtpy response with the default config, it gets formatted like this - <Salutation> <Body of Original Email> <Signature> I want to move the body of the original mail up and put the original mail at the very bottom, so that an agent answering a ticket with an empty response sees this -- <Salutation> <Signature> <Original Mail> I don't see how to rearrange that in the config options for Salutation, Signature, or Response. Any help is appreciated. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Inverted From/To fields between phone and e-mail tickets
by Régis OBERLE 22 May '08

22 May '08

Hello everybody, While writing the documentation for our future users, I've just noticed that "From" and "To" fields are inverted in Phone-ticket and E-mail ticket forms. Phone ticket: From: enter the customer To: enter the queue E-mail ticket: From: enter the queue To: enter the customer It could be so easyer to label "Queue" the field in which you enter the queue and "Customer" the field in which you enter the customer. I tryed to do that with the translation files, but since the meaning of "From" and "To" is confused, the result is not what I expected. Any comment on this ? Régis OTRS 2.2.5 + ITSM 1.0.2

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Auto-Reply not working
by Igor 22 May '08

22 May '08

Hello everybody :-) I'm using OTRS 2.2.6 and my Auto-Reply isn't working.. there's no requests to my smtp server but the ticket was created fine. I'm using LDAP as Customer Database, but I guess this is working fine.. because the ticket is correctly assigned from database. And I'm using PostmasterMailAccount package to download mail's from server (because I'm using a google account and I need to connect with SSL) Thu May 22 10:57:59 2008 notice OTRS-CGI-10 Response::Agent: 0s taken (URL:Action=AdminLog:IgorMacedo) Thu May 22 10:57:57 2008 notice OTRS-PMMA-10 Fetched 2 email(s) from admin@mydomain.com@pop.gmail.com. Thu May 22 10:57:57 2008 notice OTRS-PMMA-10 New Ticket [2008052210000023/Testing auto-re] created (TicketID=11,Queue=Projetos,Priority=3 normal,State=new) Thu May 22 10:57:57 2008 notice OTRS-PMMA-10 Take UserCustomerID (IgorMacedo) from customer source backend based on (igor.macedo(a)mydomain.com) Thu May 22 10:57:57 2008 notice OTRS-PMMA-10 Take UserLogin (IgorMacedo) from customer source backend based on (igor.macedo(a)mydomain.com) Thu May 22 10:57:48 2008 notice OTRS-CGI-10 Response::Agent: 0s taken (URL:Action=AdminLog:IgorMacedo) On my Kernel/Config.pm I got: # Sendmail over SMTP $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'localhost'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; Attached is my Auto Responses <-> Queue Thanks for any help ! Regards, Igor

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Time Units
by Aysel Pamuk 22 May '08

22 May '08

What isTime units (work units) used for? Thank you.

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OTRS New customer creation
by Lombardi Tonio at MFSS 22 May '08

22 May '08

Hi, Is there a way of automatically creating a new customer account for the customer when a new email ticket is received and opened in a queue? Regards, Tonio No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 269.23.16/1448 - Release Date: 16/05/2008 19:42

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