Hi All, According to Danial Litzbach say we can link Priorities with SLA but you need to create for each level a generic Agent individually. Thanks, Best Regards, Yousef Hajjat | System Engineer From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Daniel Litzbach Sent: Wednesday, February 19, 2014 8:48 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Priority -SLA Hi, maybe you could handle this using the GenericAgent. Regards Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Gerald Young Gesendet: Dienstag, 18. Februar 2014 17:52 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Priority -SLA No. They're separate because they're separate. http://forums.otterhub.org/viewtopic.php?f=62 http://forums.otterhub.org/viewtopic.php?f=62&t=19935 &t=19935 http://forums.otterhub.org/viewtopic.php?f=53 http://forums.otterhub.org/viewtopic.php?f=53&t=16009#p80263 &t=16009#p80263 On Tue, Feb 18, 2014 at 11:47 AM, Hugo Hidalgo wrote: Hi Guys, I would like to know if it is possible priority linked with SLA. Example: Priority 1 <-> SLA 1 Priority 2 <-> SLA 2 Priority 3 <-> SLA 3 Depending on the priority applies a different SLA. Best Regards. ---------------------------------------------------------------------------- ------------------ image001 Hugo Hidalgo Peñalver Support System Engineer, EMEA Cloud CoC Anabel Segura 7 28108 Alcobendas - Madrid (SPAIN) Mo: +34 912032960 tel:%2B34%20912032960 E-mail: hugo.hidalgo@emea.nec.com From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marty Hillman Sent: martes, 18 de febrero de 2014 16:51 To: 'OTRS' Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4 If I understand correctly and you are taking a backup of your 3.1 database and restoring it to a different server on 3.3, you still need to run the SQL extents scripts in the installers to do the database modifications. You would do best to install the 3.1 version on the new system, then upgrade to the 3.2.x path, then to 3.3. This way you can be sure you did not miss any steps. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of sameer khan Sent: Tuesday, February 18, 2014 9:07 AM To: OTRS Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4 the issue is 3.1.10 and 3.3.4 are different VM, though can i clone the 3.1.0 then do upgrade testing. Also just to point out i am also using kix4otrs for 3.1.10, so if i upgrade it to 3.2.x then will kix4otrs will cause issue ? Thanks _____ From: alvaro@gridshield.net Date: Tue, 18 Feb 2014 08:45:32 -0600 To: otrs@otrs.org Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4 Also you need to download a install packages for 3.3 then your repository will update to 3.3 Regards 2014-02-18 8:40 GMT-06:00 Reto Müller : Hi As far as I know you have to update first to 3.2 and than to 3.3. I had no problems to upgrade from 3.1 > 3.2 > 3.3 by following the steps in the OTRS documentation. http://doc.otrs.org/3.3/en/html/upgrading.html Cheers Reto Am 18.02.14 15:27, schrieb sameer khan: Hi guys, I want to migrate from my 3.1.10 system to 3.3.4 ( new server). I have tried the database dump, but i see it is not working properly i.e. in package manager on 3.3.4 with database restored from 3.1.10 , i am still packages 3.1.10 version that is from the old system. I only intend to keep the tickets data, CMDB and related data. Thanks --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net --------------------------------------------------------------------- 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 Click here <https://www.mailcontrol.com/sr/nu1ofKRW4ATGX2PQPOmvUjXuKmsvWB!mrO!G6bSN1aTq H0o8Oe7G30oMTRJD5todjG3jr0wGWXCURD1dro2FIg==> to report this email as spam. --------------------------------------------------------------------- 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

I should point out that I don't recommend doing that ... it's only going to confuse things. On Wed, Feb 19, 2014 at 7:28 AM, Gerald Young wrote:

Yes, you *could* do that, and you could also custom translate SLA as Priority.

On Wed, Feb 19, 2014 at 1:55 AM, Yousef Hamad wrote:

...

Hi All,

According to Danial Litzbach say we can link Priorities with SLA but you need to create for each level a generic Agent individually.

Thanks,

*Best Regards,*

*Yousef Hajjat | System Engineer*

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Daniel Litzbach *Sent:* Wednesday, February 19, 2014 8:48 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Priority -SLA

Hi,

maybe you could handle this using the GenericAgent.

Regards

Daniel

*Von:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *Im Auftrag von *Gerald Young *Gesendet:* Dienstag, 18. Februar 2014 17:52 *An:* User questions and discussions about OTRS. *Betreff:* Re: [otrs] Priority -SLA

No. They're separate because they're separate.

http://forums.otterhub.org/viewtopic.php?f=62&t=19935

http://forums.otterhub.org/viewtopic.php?f=53&t=16009#p80263

On Tue, Feb 18, 2014 at 11:47 AM, Hugo Hidalgo wrote:

Hi Guys,

I would like to know if it is possible priority linked with SLA. Example:

Priority 1 <-> SLA 1

Priority 2 <-> SLA 2

Priority 3 <-> SLA 3

Depending on the priority applies a different SLA.

Best Regards.

*----------------------------------------------------------------------------------------------*

*[image: image001]*

*Hugo Hidalgo Peñalver*

Support System Engineer, EMEA Cloud CoC

Anabel Segura 7 28108 Alcobendas - Madrid (SPAIN)

Mo: +34 912032960 E-mail: hugo.hidalgo@emea.nec.com

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Marty Hillman *Sent:* martes, 18 de febrero de 2014 16:51 *To:* 'OTRS' *Subject:* Re: [otrs] How to migrate from 3.1.10 to 3.3.4

If I understand correctly and you are taking a backup of your 3.1 database and restoring it to a different server on 3.3, you still need to run the SQL extents scripts in the installers to do the database modifications. You would do best to install the 3.1 version on the new system, then upgrade to the 3.2.x path, then to 3.3. This way you can be sure you did not miss any steps.

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *sameer khan *Sent:* Tuesday, February 18, 2014 9:07 AM *To:* OTRS *Subject:* Re: [otrs] How to migrate from 3.1.10 to 3.3.4

the issue is 3.1.10 and 3.3.4 are different VM, though can i clone the 3.1.0 then do upgrade testing. Also just to point out i am also using kix4otrs for 3.1.10, so if i upgrade it to 3.2.x then will kix4otrs will cause issue ?

Thanks ------------------------------

From: alvaro@gridshield.net Date: Tue, 18 Feb 2014 08:45:32 -0600 To: otrs@otrs.org Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4

Also you need to download a install packages for 3.3 then your repository will update to 3.3

Regards

2014-02-18 8:40 GMT-06:00 Reto Müller :

Hi

As far as I know you have to update first to 3.2 and than to 3.3. I had no problems to upgrade from 3.1 > 3.2 > 3.3 by following the steps in the OTRS documentation. http://doc.otrs.org/3.3/en/html/upgrading.html

Cheers Reto

Am 18.02.14 15:27, schrieb sameer khan:

Hi guys,

I want to migrate from my 3.1.10 system to 3.3.4 ( new server). I have tried the database dump, but i see it is not working properly i.e. in package manager on 3.3.4 with database restored from 3.1.10 , i am still packages 3.1.10 version that is from the old system.

I only intend to keep the tickets data, CMDB and related data.

Thanks

---------------------------------------------------------------------

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

--------------------------------------------------------------------- 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

-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

--------------------------------------------------------------------- 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

Click herehttps://www.mailcontrol.com/sr/nu1ofKRW4ATGX2PQPOmvUjXuKmsvWB!mrO!G6bSN1aTqH...to report this email as spam.

--------------------------------------------------------------------- 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

--------------------------------------------------------------------- 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