Re: [otrs] otrs Digest, Vol 97, Issue 17 | query unlocked Tickets with unanswered customer requests

Hi Folks, my Goal is to get a list of all unanwsered (by an Agent) and unlocked tickets. I think i have to do it with an Database Query. But thats the step I need some help. I want to query all new and unlocked Tickets in which there are sequential costumer requests. For example three. Can someone help by that Database query. Thanks in Advance Bye Marvin 2016-10-31 21:12 GMT+01:00 :

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Today's Topics:

1. Re: otrs Digest, Vol 97, Issue 14 query unlocked Tickets with unanswered customer requests (otrs otrs) 2. question about recipients from escalation notifications (Leonardo Certuche) 3. show/hide dynamic fields on phone ticket (Kent Kollasch)

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Message: 1 Date: Sun, 30 Oct 2016 12:48:00 +0100 From: otrs otrs To: otrs@lists.otrs.org Subject: Re: [otrs] otrs Digest, Vol 97, Issue 14 query unlocked Tickets with unanswered customer requests Message-ID: Content-Type: text/plain; charset="utf-8"

Hi Georgios, thanks f?r you anwser. The way you describe to me ist the first step I do. First I see all unlocked Tickets. No Ticket is locked by an Agent.

So my Problem is, that the agents get no notification(yellow star in the left Corner on top) when a costumer do a request of an unlocked ticket. In my IT Department we have some "old" unlocked Tickets. And I want to escalate these unlocked tickets when a costumer do more than Two request to the unlocked tickets.

I hope I could explane it what i want to do.

Thanks in Advance Marvin

2016-10-27 20:16 GMT+02:00 :

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Today's Topics:

1. How to query unlocked Tickets with unanswered customer request (otrs otrs) 2. Re: How to query unlocked Tickets with unanswered customer request (Dimitrakakis Georgios) 3. Phantom ticket (DHilsbos@performair.com) 4. Dynamic fields in AgentTicketCompose (Andr? Cavalcante)

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Message: 1 Date: Tue, 25 Oct 2016 19:57:45 +0200 From: otrs otrs To: otrs@lists.otrs.org Subject: [otrs] How to query unlocked Tickets with unanswered customer request Message-ID: Content-Type: text/plain; charset="utf-8"

Hi Folks, first of all, thanks evryone in advance how can help me.

My Situation is, that i have round about 200 open and new Tickets. Not all of them are locked by an Agent.

Now I want ot have an overview off all unlocked Tickets where the customer have done some request to the ticket. For example. A customer sends an request to our OTRS-System. But this request will not get locked by an Agent. Because there is so much work And after a while the same customer will send to the same ticket a request to get to know the state of work. But now one answer to him. And after a while he send the third request to the same tickets....and so one.

Perhaps this could be done by a datanbase query. Hase anyone some experinece with that.

Thanks a lot Bye Marvin