Znuny Open Source Ticketsystem

Yes. We have an SLA with a Calendar for 8:00-18:00 set and on tickets where this SLA is assigned it is still counting and escalating outside of these hours.

This is how we want it to work, unfortunately it is not working this way. Is this the case if the SLA is changed after the ticket has been created?

Jamie

Hi, Thanks for your reply. We are using OTRS 3.1.10, The queue has it's calendar set to just "-" and there are 2 calendars, one set to only 8-18 and one that is 24/7. The two SLAs are set to use these. the 8-18 sla is the one still escalating. I can provide more information if needed. Than...

Hi,

Our SLAs seem to be ignoring the workinghours set in the calendars and still counting down and even escalating out of hours.

I have found this forum post http://lists.otrs.org/pipermail/otrs/20 ... 26800.html but there was no response. has anyone else had this issue?

Jamie

Ok I have solved this, if not a little bit of a bodge but if anyone is interested. All the tickets on the old helpdesk have a common string in their subject [##<ticketnumber##] Using the postmaster filters I put all these tickets into an admin queue called OLDTICKETS. I then have a cron job running ...

Hi,

Thanks again for your response.

I suppose at this stage our best option is to merge the new ticket to the old ticket and just carry on in the new ticket with a number generated by the generator.

Thanks

Jamie

Hi,

That is bad news. Where are these ticket numbers referenced then? How does otrs know it is a ticket number generated by the number generator? surely it has an index or tickets it has generated? can I not add my ticket numbers to here?

Thanks again

Jamie

Hi,

Thanks for your replies.

I was able to put the original ticket numbers into the tn field (they were numeric anyway so it worked.) These are in the subject line of the responses. Does it matter that they arent whitespace seperated? e.g ##1234## instead of ## 1234 ##?

Thanks

Hi, I have manually added a bunch of tickets from our old helpdesk system into the mysql database for our new OTRS system. however if someone emails in to add an article to these tickets it logs a new ticket. Am i missing something here? how does OTRS know what ticket to add the update to from the e...

Hi, I am writing a tool to migrate our tickets from an old helpdesk into otrs. I have suceeded in the most part apart from the direction arrows inside the ticket for each article. Where are these defined in the database? I have looked at two articles one that points in and one that points out and al...

Hi,

Is it possible to make it compulsory to have two linked CI's before a ticket can be closed?

Thanks

Hello,

Is there any way in OTRS 3.1.10 to pause an SLA timer while a ticket is in a pending state? I have found an addon called FreezeEscalation but it is not compatible with this verison of OTRS.

Thanks

Hi, I am working on configuring an OTRS helpdesk for my employers. We are using 3.1.6 with ITSM module. One of the requirements is to be able to search for tickets within those listed as linked with a piece of hardware. In AgentITSMConfigItemZoom I see a section called Linked: Ticket. I would like t...