September 2010 - otrs - OTRS mailing lists

Re: [otrs] Q. about sending notification after phone-ticket have been sent
by Nathan Campbell 12 Sep '10

12 Sep '10

If it doesn't happen automatically you should be able to create a notification event in the admin console Nathan Campbell Manager of Support and Systems Analysis Dallas Symphony Orchestra Morton H. Meyerson Symphony Center Schlegel Administrative Suites 2301 Flora Street Dallas, Texas 75201 817-966-5232 - cell 214-871-4026 - work -------------------------- Sent from my BlackBerry -----Original Message----- From: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> To: otrs(a)otrs.org <otrs(a)otrs.org> Sent: Sun Sep 12 11:36:27 2010 Subject: [otrs] Q. about sending notification after phone-ticket have been sent Hello all. I receive notification when e-mail based tickets have been sent. But this doesn't work when agent has created phone-based ticket. What should I do to enable this behaviour? Thank all for answer. --------------------------------------------------------------------- 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

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Q. about sending notification after phone-ticket have been sent
by Dmitriy Behterev 12 Sep '10

12 Sep '10

Hello all. I receive notification when e-mail based tickets have been sent. But this doesn't work when agent has created phone-based ticket. What should I do to enable this behaviour? Thank all for answer.

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OTRS KPI
by Debora Blass 10 Sep '10

10 Sep '10

*My questions:* 1. How does the OTRS count created tickets ?? (are open tickets included ??). Is it possible to count the number of emails received per day ?? 2. How does the OTRS count closed tickets ?? (what about mulitple emails in one ticket and merged tickets ??). Is it possible to count the number of emails sent per day ?? 3. How can I count the average number of emails sent back and forth within a ticket ?? Counting emails received and sent back and forth, it would be interesting if one can count minus the email conversations with the supervisor, so we only get the customer - agent data. 4. How to organise tickets so they show in order of last received email (and not in order of age of ticket) (again if possible minus the supervisor emails) 5. How can I count how great the percentage of emails that were replied to in 48h, 72h and who had to wait the longest (e.g. 9 days) I would be glad if you could help me out or forward my email to some expert. LG, Debbie

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notification
by DM_Julio Angulo 10 Sep '10

10 Sep '10

Hi, can someone explain how OTRS send me a mail when a ticket escalates Julio Cesar Angulo Quiroz Telf.: 997066155

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Notification is not sending to Agent when ticket reaches its pending time
by Pradumna Maheshwari 10 Sep '10

10 Sep '10

Hello All, I have a problem that, the Notification is not sending to Agent when ticket reaches its pending time. I have made Escalation time of all the queues to '0', is that the reason or I need to do something else? Do i need to update Notification Management ? How to use 'bg::Agent::Pending Reminder' as on selecting it and on clicking 'Change' , in 'Type' field only 'bg::' is coming. What to do? Thanks in advance... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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What is First Contact Resolution Rate in OTRS
by Pradumna Maheshwari 10 Sep '10

10 Sep '10

Hello all.. Can anyone explain me what do is the meaning of 'First Contact Resolution Rate' in OTRS ? How to calculate it..? Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Changing ticket titles
by Bryn Millar 10 Sep '10

10 Sep '10

Hi, just wondering if there is a way to change the title of a ticket? I get a lot of requests with very vague subject lines and would like to be able to identify issues from the ticket queue views... Thanks, Bryn Millar - Systems Administrator Lotus Notes and Incite Support Thiess John Holland 07 3170 1706 - 0432 409 254 _____________________________________________________________________ IMPORTANT - This email and any attachments may be confidential and privileged. If received in error, please contact Thiess and delete all copies. You may not rely on advice and documents received by email unless confirmed by a signed Thiess letter. This restriction on reliance will not apply to the extent that the above email communication is between parties to a contract and is authorised under that contract. Before opening or using attachments, check them for viruses and defects. Thiess' liability is limited to resupplying any affected attachments.

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I am out and will be returning only on Monday 09/13
by Sri.Ramadurai＠hitachigst.com 09 Sep '10

09 Sep '10

I will be out of the office starting 09/09/2010 and will not return until 09/13/2010. I will be out returning to work on Monday 09/13. Please contact the SAP Hotline on all SAP issues. Please contact my Manager, Charles Yeh, on all other issues.

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Problem in setting 'CustomerGroupSupport' to No
by Pradumna Maheshwari 09 Sep '10

09 Sep '10

Hello, I am facing a problem. When I set 'CustomerGroupSupport' to No(i.e Default value), from Customer Interface, all the Ticket raised get disappear. Also fields of 'To' and 'Service' do not show any values inside it. What is the problem and how to resolve it. Any help is appreciated. Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Q. viewing closed tickets
by Dmitriy Behterev 08 Sep '10

08 Sep '10

Hello! I need to see closed tickets in Dashboard without using search. What should I do to enable this feature? I have OTRS 2.4.7. Thanks all for answer.

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