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Prevent Escalation if ticket is locked
by Leah Kelly 28 Mar '14

28 Mar '14

Hello, We just started using escalation rules to help us stay on top of client emails. If one queue starts to get behind, other agents can jump in and help. However, if an agent locks a ticket, we don’t want it to appear in the list of escalated tickets. So my question - if a ticket is locked, can I prevent it from being escalated?

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Process Management - Unconditionally jump when a transition link is pressed
by Gergely Polonkai 28 Mar '14

28 Mar '14

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 transitions need a condition, we have added a Dynamic Field to the ticket with a static value (which is set correctly), and in the condition we check if DynamicField_processtest is set to that value (String testvalue). The next activity would putwthe ticket into a new queue, but that never happens. Could someone tell where we go wrong? Thanks in advance! Best, Gergely

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Need help to build ACL
by André Cavalcante 27 Mar '14

27 Mar '14

Hi Everyone, I need some help to build an ACL. I use OTRS 3.3.5. The problem is the following: when th agent moves the ticket to another queue he/she remais the owner until some agent of the new queue locks the ticket, I'd to build an ACL to remove the ownership of the ticket when it is moved. I don't know if it is possible. Thanks for you time. -- *André Luiz C. e Cavalcante* Coordenador de Eleições TRE-BA / STI / COELE

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Re: [otrs] Escalated Tickets shows Closed Tickets only
by Leah Kelly 25 Mar '14

25 Mar '14

Thanks so much - that was a great idea and it worked (to change to open and then to close). I didn’t run the previous query which was responsible for closing them all in an escalated state - and the person who did has moved on. I wouldn’t have dared. Thanks again!

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Re: [otrs] Escalated Tickets shows Closed Tickets only
by Leah Kelly 24 Mar '14

24 Mar '14

Hi Gerald and anybody else who wants to offer a solution - I am continuing this thread here since the subject is more specific to the problem. I found that the closed tickets in escalation are not locked, however I found they are all related to a an issue months ago when we had a problem with duplicates - we ran a query that closed all these tickets (that were in escalation already) to ‘closed successful’. From the History tab, it doesn’t even say they were closed, so I can’t run a generic agent on closed successful, it does not pick them up. I have to query it by ticket first response time reached more than 3 months ago. This query (filter) captures all the tickets that are closed and in escalation that I want to move. The problem now is that I can’t seem to get them out of there without deleting them. Since the ‘Ticket Action’ in Generic Agent doesn’t allow for an update regarding moving a ticket out of escalation. How can effectively accomplish getting these tickets not to show as escalated? Thank you in advance! Leah

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Re: [otrs] Send notification based on article dynamic field
by Rudolf Bargholz 24 Mar '14

24 Mar '14

Hi Sten, Thanks for responding. In the course of a ticket there could be more than one situation in which a patch of the production software would be necessary, so there could be more than one article in one ticket that indicates a patch was loaded. In the customer interface they can see the articles with article based dynamic tickets, but the searching for the tickets using dynamic fields of type article does not seem possible, so we thought the mail notification might be an elegant solution to inform the customer of patches made, and send the mails to a dedicated mail address that the customer could collect all patch mails approved by different persons in a central location. As a last resort we will change the article dynamic field to a ticket dynamic field. Again, thanks for responding. Regards Rudolf Von: Stein Erik Berget [mailto:seb@escenic.com] Gesendet: Donnerstag, 13. März 2014 15:51 An: User questions and discussions about OTRS. (otrs(a)otrs.org) Rudolf Bargholz Betreff: Re: [otrs] Send notification based on article dynamic field On Thu, 13 Mar 2014 15:26:35 +0100, Rudolf Bargholz <bargholz(a)onlinetravel.ch<mailto:bargholz@onlinetravel.ch>> wrote: Hi, Our requirement ist to inform our customer when we load a patch on their productive environment. In order to log this information we have created two new dynamic fields or type “article”: LoadInfo: if this is a “patch” or a “fullversion” Approval: the name of the person that approved the patch We have tried to use the notifications in OTRS to generate a mail to the customer whenever an article is created with a “LoadInfo” = “patch” or “fullversion”: http://support.com/otrs/index.pl?Action=AdminNotificationEvent;Subaction=Add Unfortunately in the Admin-“Add” window for the notification the ticket section displays the dynamic fields, but in the article section it does not seem possible to filter the articles based on values in the dynamic fields. Is this just the way that this is, or can I somehow in the SysConfig tell the notifications to search over the dynamic article fields? Why do you need this to be an dynamic field of type 'Article'? If it where of type 'Ticket' could you use both Generic Agent and Notifications (Event). -- Stein Erik Berget

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Re: [otrs] Forwarding tickets permissions
by Leah Kelly 24 Mar '14

24 Mar '14

Is this a bug? Or does anybody have any guesses on how I might address this?

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Re: [otrs] Need help organizing and prioritizing
by Leah Kelly 24 Mar '14

24 Mar '14

How can I have the ‘Escalated Tickets’ window not show the Closed tickets - I would like to do this across the board, meaning not just using a filter. This will confuse agents when they see ‘Closed’ tickets in the Escalated window on the dashboard. I would like it only to show open tickets that have been escalated.

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Escalated Tickets shows Closed Tickets only
by Leah Kelly 24 Mar '14

24 Mar '14

How can I have the ‘Escalated Tickets’ window not show the Closed tickets - I would like it only to show new or open tickets that have been escalated. This will confuse agents when they see ‘Closed’ tickets in the Escalated window on the dashboard. The weird thing is, when I click on the filter for State, it only has a listing for ‘closed successfully’. Why?

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Re: [otrs] Need help organizing and prioritizing
by Leah Kelly 22 Mar '14

22 Mar '14

Sorry, others are agents. I just need guidance and more information on best practices regarding set-up on escalated and reminder tickets. We need to start using one of both of them. Thanks so much, Leah

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