Search found 16 matches
- 19 Nov 2012, 11:35
- Forum: Help
- Topic: SLA calculation and notification problem
- Replies: 6
- Views: 2672
Re: SLA calculation and notification problem
Still waiting guys..please help!!
- 08 Nov 2012, 12:23
- Forum: Help
- Topic: SLA calculation and notification problem
- Replies: 6
- Views: 2672
Re: SLA calculation and notification problem
1.) I would not have posted the query here if i could 
2.) I have followed the instructions in that post to the 'T'.

2.) I have followed the instructions in that post to the 'T'.
- 08 Nov 2012, 11:56
- Forum: Help
- Topic: SLA calculation and notification problem
- Replies: 6
- Views: 2672
Re: SLA calculation and notification problem
Hi reneeb,
Thnx for the reply
1.) I have done exactly that. The sla clock does not stop outside business hours.
2.) Do I have to create a job for SLA notifications?? Generic Agent is working for things like deleting tickets etc..
Thnx for the reply
1.) I have done exactly that. The sla clock does not stop outside business hours.
2.) Do I have to create a job for SLA notifications?? Generic Agent is working for things like deleting tickets etc..
- 08 Nov 2012, 11:31
- Forum: Help
- Topic: SLA calculation and notification problem
- Replies: 6
- Views: 2672
Re: SLA calculation and notification problem
somebody help!!
- 31 Oct 2012, 09:33
- Forum: Help
- Topic: SLA calculation and notification problem
- Replies: 6
- Views: 2672
SLA calculation and notification problem
Hi all, version 3.0.11 I have two problems 1.) For calculating SLAs I have set a calendar to work 10am to 8pm and mapped it by both service/sla and queue. Raising a new request outside business hours works fine and clock starts only during business hours. Problem is the clock does not stop outside b...
- 09 Dec 2011, 14:04
- Forum: General
- Topic: SLA notifications
- Replies: 6
- Views: 3413
Re: SLA notifications
Front end::NotifyModule5-Ticket::Ticket Escalation. Enabling this setting provides the notifications. 

- 29 Nov 2011, 15:04
- Forum: Help
- Topic: Multiple roots, Wrong element 'HTML'
- Replies: 6
- Views: 2040
Re: Multiple roots, Wrong element 'HTML'
Fresh install 3.0.11 on a new machine - red hat 5.4 giving the same error on clicking on package manager.

- 29 Nov 2011, 08:16
- Forum: Help
- Topic: Emails from customers and reply with forward
- Replies: 0
- Views: 696
Emails from customers and reply with forward
Hi, Can anyone tell me what configurations must be in place in order to allow customers to send emails to a particular queue and for Agents to reply to any type of ticket(is it Forward ?). Currently the settings I have 3.0.11 help desk and 3.0.5 itsm . have set an email adress in postmaster emails u...
- 28 Nov 2011, 14:42
- Forum: Help
- Topic: Multiple roots, Wrong element 'HTML'
- Replies: 6
- Views: 2040
Re: Multiple roots, Wrong element 'HTML'
I downloaded a new installable for 3.0.11 and tried to install it over the current installation. I had figured deleting and creating the database from the web installer would be enough. I will try fixing the XML files.
- 28 Nov 2011, 08:01
- Forum: Help
- Topic: Multiple roots, Wrong element 'HTML'
- Replies: 6
- Views: 2040
Re: Multiple roots, Wrong element 'HTML'
Hey, Thnx for the reply. That is actually how I had set the secure mode initially ie.change $Self->{'SecureMode'} = 1; . The issue has changed somewhat. Now I am unable to even log in to the system. Same error - Software error :multiple roots, wrong element 'HTML. I have even tried re-installing the...
- 25 Nov 2011, 08:12
- Forum: General
- Topic: SLA notifications
- Replies: 6
- Views: 3413
Re: SLA notifications
Thnx for your reply guys. These settings are already in place. I have created services, sla's and linked them to customers.SLA's can be selected when creating a ticket and they show a negative count when breached.Also I have selected them to send notifications at a certain %. Could it be related to ...
- 24 Nov 2011, 15:23
- Forum: Help
- Topic: Multiple roots, Wrong element 'HTML'
- Replies: 6
- Views: 2040
Multiple roots, Wrong element 'HTML'
Hi, I have installed otrs help desk 3.0.10 and am trying to install the itsm package. But am receiving the error Software error: multiple roots, wrong element 'HTML' on clicking on package manager tab. This has happened after i set the secure mode to 'yes'. Am using red hat OS. Please help with this...
- 22 Nov 2011, 07:11
- Forum: General
- Topic: SLA notifications
- Replies: 6
- Views: 3413
Re: SLA notifications
Hi andersonserra,
Thanx for your reply. I am currently using 3.0.10 helpdesk and 3.0.5 itsm.
Do you mean Ticket::EventModulePost###900-EscalationIndex ? This is already set.
OR Ticket::EventModulePost###500-NotificationEvent
Thanx for your reply. I am currently using 3.0.10 helpdesk and 3.0.5 itsm.
Do you mean Ticket::EventModulePost###900-EscalationIndex ? This is already set.
OR Ticket::EventModulePost###500-NotificationEvent
- 10 Nov 2011, 11:24
- Forum: Help
- Topic: Restrict Customers
- Replies: 0
- Views: 585
Restrict Customers
Hi
Is it possible to restrict the tickets that can be locked for only those users that are entered in the customer list.
Currently I am able to add a Phone ticket for a user whose email id is not present in the customer information.
Is it possible to restrict the tickets that can be locked for only those users that are entered in the customer list.
Currently I am able to add a Phone ticket for a user whose email id is not present in the customer information.
- 07 Nov 2011, 12:23
- Forum: General
- Topic: SLA notifications
- Replies: 6
- Views: 3413
SLA notifications
Can anyone please explain how we can activate SLA notifications..?
- 03 Nov 2011, 12:40
- Forum: General
- Topic: Activation of logs,sla notifications
- Replies: 0
- Views: 719
Activation of logs,sla notifications
Hi, I am still new to the tool. Not explored enough I guess. I am working with OTRS 3.0.10. I have two queries. 1. I am using windows environment and am unable to activate system logs. From where can I do this. Log module->file, 2. Tickets with Sla's attached should give a notification on breach. I ...