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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)
------------------------------------------------------------ ----------
Message: 1
Date: Sun, 30 Oct 2016 12:48:00 +0100
From: otrs otrs <otrs.test.ziege@gmail.com>
To: otrs@lists.otrs.org
Subject: Re: [otrs] otrs Digest, Vol 97, Issue 14 query unlocked
Tickets with unanswered customer requests
Message-ID:
<CAPfqst1cw+DV9ZUp9u6tPdEk+dquD=BAFFnWPcELh28zGQsJGQ@ mail.gmail.com >
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 <otrs-request@lists.otrs.org>:
> Send otrs mailing list submissions to
> otrs@lists.otrs.org
>
> To subscribe or unsubscribe via the World Wide Web, visit
> http://lists.otrs.org/mailman/listinfo/otrs
> or, via email, send a message with subject or body 'help' to
> otrs-request@lists.otrs.org
>
> You can reach the person managing the list at
> otrs-owner@lists.otrs.org
>
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of otrs digest..."
>
>
> 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)
>
>
> ------------------------------------------------------------ ----------
>
> Message: 1
> Date: Tue, 25 Oct 2016 19:57:45 +0200
> From: otrs otrs <otrs.test.ziege@gmail.com>
> To: otrs@lists.otrs.org
> Subject: [otrs] How to query unlocked Tickets with unanswered customer
> request
> Message-ID:
> <CAPfqst3meo6DDinJMU_LGDqTCBCXAReAZhCywoXN_0fH9-
> GWBg@mail.gmail.com>
> 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
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>
> ------------------------------
>
> Message: 2
> Date: Wed, 26 Oct 2016 08:56:15 +0000
> From: Dimitrakakis Georgios <gdimitrakakis@pancretabank.gr>
> To: User questions and discussions about OTRS. <otrs@lists.otrs.org>
> Subject: Re: [otrs] How to query unlocked Tickets with unanswered
> customer request
> Message-ID: <20161026085618.E3B0C3D00F20@osser.otrs.com >
> Content-Type: text/plain; charset="utf-8"
>
> Hi Marvin,
>
> I am fairly new user of OTRS myself but I believe that you can do the
> following:
>
> As an agent that has access to all queues (where you supposed unlocked
> tickets are) go to : Tickets -> Status View
> Under ?open tickets? you can use the filter on the ?LOCK? column and
> search for ?lock? or ?unlock? tickets.
>
> Best regards,
>
> G.
>
>
>
> From: otrs [mailto:otrs-bounces@lists.otrs.org ] On Behalf Of otrs otrs
> Sent: Tuesday, October 25, 2016 8:58 PM
> To: otrs@lists.otrs.org
> Subject: [otrs] How to query unlocked Tickets with unanswered customer
> request
>
> 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
>
> ____________________________________________________________
> __________________
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> ?????? ???? ?? ?????? ?? ??????????, ???????????? ?? ?????????????? ??????
> ?? ??? ????????? ??? ????????? ? ??? ??????????? ??? ?????????? ??? ?? ???
> ??????????? ?? ?????? ?? ???????????. ?? ??????? ??? ??????????? ???????
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>
> ------------------------------
>
> Message: 3
> Date: Wed, 26 Oct 2016 14:25:39 +0000
> From: <DHilsbos@performair.com>
> To: <otrs@lists.otrs.org>
> Subject: [otrs] Phantom ticket
> Message-ID:
> <0670B960225633449A24709C291A52 5223BB8CFC@COM01.performair. local>
> Content-Type: text/plain; charset="us-ascii"
>
> All;
>
> Last week I made a network topology change that temporarily broke OTRS'
> email abilities (it had no route to the email server).
>
> After fixing the networking issues I sent an email to OTRS to verify that
> everything was working correctly. OTRS behaved as predicted, and all was
> right with the world.
>
> However, ever since then we have been receiving a spurious ticket at 12:10
> (+/- 10 seconds or so), which has as its body the complete text the test
> email, including SMTP headers and raw encoding.
>
> I have tried rebooting OTRS' server, with no luck. I have not tried to
> Google the issue, as I don't feel my Google Fuu is up to trying to explain
> the situation to Google search.
>
> Does anyone have any suggestions on next steps to correct this behavior?
>
> CentOS 7 / Apache 2.4.6
> OTRS 5.0.11
> ITSM GC 5.0.11
> ITSM Core 5.0.11
> ITSM Change Management 5.0.11
> ITSM Configuration Management 5.0.11
>
> Thank you,
>
> Dominic L. Hilsbos, MBA, CSDA
> Director - Information Technology
> Perform Air International Inc.
> www.PerformAir.com
>
>
>
>
> ------------------------------
>
> Message: 4
> Date: Thu, 27 Oct 2016 15:16:37 -0300
> From: Andr? Cavalcante <treba.andre@gmail.com>
> To: "User questions and discussions about OTRS." <otrs@otrs.org>
> Subject: [otrs] Dynamic fields in AgentTicketCompose
> Message-ID:
> <CAEaK_YEsF33uXnZU2Sr7GrODt=vWH=dRN=r2x2R_BxbKHK4kcw@mail.
> gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> Hi there,
>
> I'm currently using OTRS 4. I want my clients to fill a form after the
> ticket is opened.
>
> I wonder if is it possible to Dynamic fields in AgentTicketCompose and how
> to do it.
>
> Thanks
>
> --
> *Andr? Luiz C. e Cavalcante, PMP, PRINCE2*
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> ------------------------------
>
> Subject: Digest Footer
>
> ------------------------------------------------------------ ---------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
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> ------------------------------
>
> End of otrs Digest, Vol 97, Issue 14
> ************************************
>
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Message: 2
Date: Mon, 31 Oct 2016 11:49:06 -0500
From: Leonardo Certuche <leonardo.certuche@itconsultores.com.co >
To: "User questions and discussions about OTRS." <otrs@otrs.org>,
"OTRS::ITSM User questions and discussions" <itsm@otrs.org>
Cc: Cristian Cano Osorio <cristian.cano@itconsultores.com.co >
Subject: [otrs] question about recipients from escalation
notifications
Message-ID:
<CAG67U_TpnPJTOVHNwo--krZdeT9g12p0cXhb2hVFq6xJ26ZQRA >@mail.gmail.com
Content-Type: text/plain; charset="utf-8"
Hello there,
I remember in older versions of OTRS, Escalation notification recipients
were governed by any of the following two text-based configurations:
# notify all agents who selected the queue in "my queues/custom queues"
Module => 'Kernel::System::GenericAgent:: NotifyAgentGroupOfCustomQueue' ,
# notify all agents who can access the ticket with rw permissions
Module =>
'Kernel::System::GenericAgent:: NotifyAgentGroupWithWritePermi ssion',
Now it seems like the GenericAgent has nothing to do with this and instead
there is the following path:
Kernel::System::Console::Command::Maint::Ticket:: EscalationCheck
But it does not allow to define who will be the recipients of the
escalation notification.
Does anyone know where can this be set in OTRS 5?
Regards,
Leonardo Certuche
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Message: 3
Date: Mon, 31 Oct 2016 15:12:17 -0500
From: Kent Kollasch <kent@artsway-mfg.com>
To: "User questions and discussions about OTRS." <otrs@lists.otrs.org>
Subject: [otrs] show/hide dynamic fields on phone ticket
Message-ID: <e26db482-4abb-1347-5f08-666f37dbdb3b@artsway-mfg.com >
Content-Type: text/plain; charset="windows-1252"; Format="flowed"
Hi,
I'm trying to show/hide dynamic fields on new phone ticket based on
ticket type.
I'm having mixed results, only the first dynamic field shows up, the
rest stay hidden. I've add the following to
Custom/Kernel/Output/HTML/Templates/Standard/ AgentTicketPhone.tt.
[% RenderBlockStart("TicketType") %]
<label class="Mandatory" for="TypeID"><span
class="Marker">*</span> [% Translate("Type") | html %]:</label>
<div class="Field">
[% Data.TypeStrg %]
<div id="TypeIDError"
class="TooltipErrorMessage"><p>[% Translate("This field is required.") |
html %]</p></div>
<div id="TypeIDServerError"
class="TooltipErrorMessage"><p>[% Translate("This field is required.") |
html %]</p></div>
[% WRAPPER JSOnDocumentComplete %]
<script type="text/javascript">//<![CDATA[
$('#TypeID').bind('change', function (Event) {
Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate',
'TypeID', ['Dest', 'NewUserID', 'NewResponsibleID', 'NextStateID',
'PriorityID', 'ServiceID', 'SLAID', 'SignKeyID', 'CryptKeyID', 'To',
'Cc', 'Bcc', 'StandardTemplateID' [% Data.DynamicFieldNamesStrg %]]);
### shows dynamic fields based on ticket type ###
switch ($('#TypeID').val() ) {
case "4":
document.getElementById('id name').style.display =
'block';
break;
default:
document.getElementById('id name').style.display =
'none';
}
});
//]]></script>
[% END %]
[% RenderBlockStart("DynamicField") %]
<div id="id name" style="display:none;"
class="Row Row_DynamicField_[% Data.Name | html %]"
className="TicketFreeText Validate_Required ServerError" >
[% Data.Label %]<div class="Field">[%
Data.Field %]</div>
<div class="Clear"></div>
</div>
[% RenderBlockEnd("DynamicField") %]
Thanks,
Kent
--
Kent C. Kollasch<mailto:Kent.Kollasch@artsway-mfg.com >
Director of Information Technology
Art's-Way Manufacturing Co., Inc.
Phone: (712) 864-0025
Fax: (712) 864-3154
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