Hi All… I am a new OTRS user…I am confused with the meanings of LOCK and CLOSE tickets. What they imply ??? Secondary, I want that if a ticket is unsolved by some agent for 3 days, an notification mail b delivered directly to the higher authorities. How can I do that Thanks all….. No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM
Munawar Zeeshan wrote:
I am a new OTRS user…I am confused with the meanings of LOCK and CLOSE tickets. What they imply ???
When a ticket is locked by an agent this means that agent is handling that ticket. When a ticket is closed this means the ticket has been handled.
Secondary, I want that if a ticket is unsolved by some agent for 3 days, an notification mail b delivered directly to the higher authorities. How can I do that
See the documentation on escalation: <http://doc.otrs.org/2.2/en/html/ x1463.html> Nils Breunese.
If a ticket is locked it goes under LOCKED tickets icon, but if a ticket is CLOSED where it stays, For Example if that agent wants to see it for some future references?? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Thursday, July 19, 2007 5:52 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Help Required Munawar Zeeshan wrote:
I am a new OTRS user…I am confused with the meanings of LOCK and CLOSE tickets. What they imply ???
When a ticket is locked by an agent this means that agent is handling that ticket. When a ticket is closed this means the ticket has been handled.
Secondary, I want that if a ticket is unsolved by some agent for 3 days, an notification mail b delivered directly to the higher authorities. How can I do that
See the documentation on escalation: <http://doc.otrs.org/2.2/en/html/ x1463.html> Nils Breunese. No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM
If a ticket is closed it's removed from the queue view, but you can still
watch it under the Status/View icon, provided you enabled it in SysConfig,
or you can search for closed tickets in Search view
Gabriele
----- Original Message -----
From: "Munawar Zeeshn"
I am a new OTRS user…I am confused with the meanings of LOCK and CLOSE tickets. What they imply ???
When a ticket is locked by an agent this means that agent is handling that ticket. When a ticket is closed this means the ticket has been handled.
Secondary, I want that if a ticket is unsolved by some agent for 3 days, an notification mail b delivered directly to the higher authorities. How can I do that
See the documentation on escalation: <http://doc.otrs.org/2.2/en/html/ x1463.html> Nils Breunese. No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM _______________________________________________ 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/
In System Log I am getting following errors frequently. Fri Jul 20 15:50:33 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:33 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:33 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:33 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:33 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:33 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:33 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:33 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:33 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:33 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:33 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:33 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:33 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:32 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:50:03 2007 error OTRS-CGI-10 Need Type! Fri Jul 20 15:49:54 2007 error OTRS-CGI-10 Need Type! Any Idea ??? No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM
I'm digging around in SysConfig for the Status/View icon enabler... but
haven't found it yet... I've tried the search function of SysConfig but no
joy...
Can someone post the path to this the icon Gabriele mentioned...
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Gabriele D'Andrea
Sent: Friday, July 20, 2007 05:05 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Help Required
If a ticket is closed it's removed from the queue view, but you can still
watch it under the Status/View icon, provided you enabled it in SysConfig,
or you can search for closed tickets in Search view
Gabriele
----- Original Message -----
From: "Munawar Zeeshn"
I am a new OTRS user.I am confused with the meanings of LOCK and CLOSE tickets. What they imply ???
When a ticket is locked by an agent this means that agent is handling that ticket. When a ticket is closed this means the ticket has been handled.
Secondary, I want that if a ticket is unsolved by some agent for 3 days, an notification mail b delivered directly to the higher authorities. How can I do that
See the documentation on escalation: <http://doc.otrs.org/2.2/en/html/ x1463.html> Nils Breunese. No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM _______________________________________________ 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/
Dan Gardiner wrote:
I'm digging around in SysConfig for the Status/View icon enabler... but haven't found it yet... I've tried the search function of SysConfig but no joy...
Can someone post the path to this the icon Gabriele mentioned...
It has been mentioned on this mailinglist multiple times. Please search the archives before posting. SysConfig -> Frontend -> Frontend::Agent::ModuleRegistration -> Frontend::Module###AgentTicketStatusView Nils Breunese.
participants (5)
-
Dan Gardiner -
Gabriele D'Andrea -
Munawar Zeeshan -
Munawar Zeeshn
-
Nils Breunese (Lemonbit)