Last article/action item = age
I’ve read that OTRS does not have this capability yet, but I wanted to make sure - is there any way for us to set Age to how long ago the last action (article) was made? Also, is there a way to simply display the date instead of the age of the ticket. I am asked this question all the time by my agents - does anybody know if there are plans to add this functionality to sys config, or something similar to help address this issue? The ‘Age’ attribute doesn’t really help us all that much. I know there is a code change you can make, but we as a company are trying to stay away from that. Thanks! Leah
I am also interested in this. But shoot, as long as it doesn't break anything, I'd be interested in the code change as well. Whatever it takes to get it working. Thanks, --Mark -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leah Kelly Sent: Thursday, March 13, 2014 3:13 PM To: otrs@otrs.org Subject: [otrs] Last article/action item = age I've read that OTRS does not have this capability yet, but I wanted to make sure - is there any way for us to set Age to how long ago the last action (article) was made? Also, is there a way to simply display the date instead of the age of the ticket. I am asked this question all the time by my agents - does anybody know if there are plans to add this functionality to sys config, or something similar to help address this issue? The 'Age' attribute doesn't really help us all that much. I know there is a code change you can make, but we as a company are trying to stay away from that. Thanks! Leah --------------------------------------------------------------------- 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 don't think so, but then again, what's it going to do for you? If it's
important that a ticket hasn't been addressed in X amount of time, please
follow up, there at least the following ways to handle it:
1) Don't do it. Close tickets and let the client open them up.
2) Don't leave them open. Set a pending autoclose time if you're the last
one to send a message. Even if you're waiting for a client's response, any
reasonably long time period is enough to close the ticket ... After 5 days,
for instance, it probably isn't still an issue.
3) Use a Generic Agent to check if ticket is unchanged in state "open" or
"waiting" for X time period, then change the state to "kinda old", run a
notification event against the state change, then GA see how unchanged
state in "kinda old" exceeds time period length Y. Change the state again
to "Hey, this is getting stinky". Notification event. Run daily/as often as
someone needs to be reminded.
4) Read the tickets.
5) follow up anyway.
But I can also run a sql report to give last response from customer, for
instance: http://forums.otterhub.org/viewtopic.php?f=60&t=20976&p=83047
On Thu, Mar 13, 2014 at 3:12 PM, Leah Kelly
I've read that OTRS does not have this capability yet, but I wanted to make sure - is there any way for us to set Age to how long ago the last action (article) was made? Also, is there a way to simply display the date instead of the age of the ticket.
I am asked this question all the time by my agents - does anybody know if there are plans to add this functionality to sys config, or something similar to help address this issue? The 'Age' attribute doesn't really help us all that much. I know there is a code change you can make, but we as a company are trying to stay away from that.
Thanks! Leah --------------------------------------------------------------------- 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
Agreeing with Gerald about the "Don't touch it/Don't do it", i can add that you could simply modify the proper template in order to add a column like "last action date" and populate it with the field of the database that storest the last changed date (sorry, don't remember the name of the field right now). Better avoid to "change" an existent part of the system. Let the "Age" remain the age as otrs considers it. But the points listed by Gerald are something I never thought about and probably are a good alternative. -- Stefano -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.
Don't forget about SLA, either assigned to a service or part of a Queue. Check your notify by % and make sure there's a value. Pending Reminder will bug you as often as the pending cron job runs after the reminder expires. On Fri, Mar 14, 2014 at 2:39 AM, Finetti, Stefano < sfinetti@lynx-international.com> wrote:
Agreeing with Gerald about the "Don't touch it/Don't do it", i can add that you could simply modify the proper template in order to add a column like "last action date" and populate it with the field of the database that storest the last changed date (sorry, don't remember the name of the field right now). Better avoid to "change" an existent part of the system. Let the "Age" remain the age as otrs considers it. But the points listed by Gerald are something I never thought about and probably are a good alternative.
-- Stefano
This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you. --------------------------------------------------------------------- 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
participants (4)
-
Finetti, Stefano -
Gerald Young -
Leah Kelly -
Mark Campbell