Search found 16 matches

by freddyvl
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!!
by freddyvl
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'.
by freddyvl
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..
by freddyvl
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!!
by freddyvl
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...
by freddyvl
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. :)
by freddyvl
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.:(
by freddyvl
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...
by freddyvl
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.
by freddyvl
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...
by freddyvl
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 ...
by freddyvl
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...
by freddyvl
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
by freddyvl
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.
by freddyvl
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..?
by freddyvl
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 ...