Znuny Open Source Ticketsystem

hkshetty

Thanks Renee! I appreciate your time!

hkshetty

Dear All, There are some cancelled changes created for testing purpose that are reflecting in OTRS. I want to delete them, but cannot see the 'Delete' option for cancelled changes only. I am the admin and see 'Delete' option for all other changes (that are in other states, except cancelled). Any adv...

hkshetty

Thanks Crythias!

How about the same (notification) for 'new tickets' created?

Please advice

hkshetty

Dear Team, Few clients / users (belonging to different org) - do not wish to receive the notifications from OTRS when a ticket is created and closed. Is there a way to disable email notifications for only few users / clients? Your advice / suggestion is highly appreciated! Regards OTRS v4.0.12 Ubunt...

hkshetty

Dear Team, As an admin, I have created two new templates and provided access to team to access the change mgmt module in OTRS. One thing I have noticed that when any of us try to create a new change using the new templates, we get the following error: Was not able to create change from template! Err...

hkshetty

Edit Config Settings in Ticket -> Frontend::Agent::Dashboard DashboardBackend###0110-TicketEscalation Attributes TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down; Dear Crythias, I will try these settings :-) Thank you so much for your time ! Ishall mark this as solved now. Chee...

hkshetty

crythias wrote:unlock them.

Dear Crythias,

I appreciate your time! Sorry forgot to tell that they are "unlock" ed. Please find attached the screen shot for your perusal.

Please advice.

Cheers

hkshetty

Dear Members, Off late, I have started seeing the closed tickets in the "Escalated Tickets" widget in the OTRS dashboard. As far as I know I haven't made any changes in the SysConfig or anywhere, not sure how am I able to see those tickets even after they are closed. Please find attached t...

hkshetty

Thank you so much Crythias for your time & advice!

hkshetty

Hi Team, I am pulling a report by querying the SQL box. One of my friends helped me and gave the below query and it works fine. I just need your help to add two more columns in the report ('Customer User' & 'CustomerID') . Could you please assist me in completing the query? SELECT CONCAT_WS ('',...

hkshetty

Got it!

I am seeking my friends assistance in the SQL query as I am not well versed with the SQL nor Unix etc.

Thanks Jojo / Crythias for your time and advice!

Warm Regards
Deepak

hkshetty

Hi Crythias / Team, Thanks for your time so far! All I want is to pull a report which includes the ticket 'created by' (Agent) column. This is to measure the workload and individual productivity. Right now, in my reports (stats item # mentioned earlier), this column is not available. Is it possible ...

hkshetty

Dear Team, This is now resolved! FYI - I realised that the additional calendars are indeed reflecting without any further customization. It was my mistake that I was trying to use this feature on a test server where there were only 9 default calendars in the system (the additional calendars were not...

hkshetty

Thank you so much Gentlemen for your advice & time!

Have a nice day!

hkshetty

Or can we have an ACL set where we can say if ticket type is problem, SLA not possible ... something like this.

Please advice.

Regards

hkshetty

Ahh... Now I get your point! Since the SLAs are linked to services in our org. and while creating problem with specific service, obviously the relevant SLA would be attached. If I do not wish to have SLA for problem tickets, probably I can create a new service only for problem records and should not...

hkshetty

Hi OTRS Guru (wurzel), Thanks for your time! Yes, you are correct, it was already configured by my predecessor (who has left the co.) In our org. the SLA is not linked with Queue. It is associated with the services and attached to different calendars (based upon the location of our presence of GSD)....

hkshetty

Dear Crythias,

Also, I tried checking (c). Frontend::Agent::Stats, I see there is one option which is already enabled (as show in the screens hot).
Is that what you were referring? or Am I missing something somewhere?

please advice.

Warm Regards

hkshetty

Thanks Crythias! I tried looking the agent statistics option under SysConfig, however could not find it. I checked in (a). Core::Stats (under the group 'Framework') (b). Core::Stats (under the group 'Ticket'), however could not find the relevant option to enable per your advice. Am I missing somethi...

hkshetty

Dear Team, Good Morning! We have configured SLA in our environment and it seems to be working fine as expected except for problem tickets. We do not want to attach SLA for problem tickets. I guess by default incident & problem tickets are included in SLA mgmt. Could you please advice how to disa...

hkshetty

Well in the past I have had experienced in a scenario where something that I requested for was able to be achieved without actual customization, hence this question & doubt.

hkshetty

Dear Jojo, I have contacted the OTRS support team and not convinced with the answer. Is there a limitation of using all calendars in OTRS? I don't think so, but this is what I got from them as a response. Then, whats the point in paying for the contract and using such add-ons. Can someone please con...

hkshetty

Can someone advice, if this possible to achieve at all?

hkshetty

Dear Team, I am configuring the 'Advanced Escalation' feature add-on and stuck mid-way through. The challenge is, we have added more calendars (default is 9) and I see that the newly added calendars are not displaying in the drop-down (as shown on the attachment). Only the 9 default calendars are av...

hkshetty

Any update on this please?

Cheers

hkshetty

Thanks wurzel!

Could you please advice which settings should I look in sysconfig?

Regards
Deepak

hkshetty

Dear Team, I tried searching for the answer, however could not find one, hence my question below. There are few work orders (change mgmt) assigned to me, however I do not find the wok order icon displayed on the OTRS home page. I can see all other change related icons (like 'Change Manager', 'My CAB...

hkshetty

Is your query about stopping the SLA clock (solution time) when ticket is in pending state etc? If yes, then as far as I know this is achievable via installing feature add-on named "Escalation Suspend". To get this feature add-on, you need to buy a support contract (annual) with OTRS group...

hkshetty

Thank you so much Rolf!

I appreciate your time & detailed suggestion

Have a nice day and good weekend ahead!

Regards

hkshetty

Dear Members, I would need your assistance / suggestion on a condition where I want all the related WOs and the change state to be set as 'Cancelled' once I cancel any of the connected WOs. I am trying to include a condition (as attached), it works perfectly fine for all related work order but not f...

hkshetty

Solved!

hkshetty

I found it

Will mark this as solved.

hkshetty

Thanks Crythias! I appreciate your feedback! I want to clarify that the not all the services field has been made mandatory. We have 3 drop down list for services now, where the first one is mandatory to be selected by default. I want to make the rest two services fields mandatory. Is this possible t...

hkshetty

Dear Crythias, Thanks for your time and feedback! May I know where to look for the template code? Also, I did not understand what you meant by "it would probably be better to change 6 to 9 clicks to one fuzzy search". Could you please elaborate on this? I appreciate your time on this. Rega...

hkshetty

Dear All, We have implemented the 3 layers of services in OTRS (three layers of services, for ex : Service, Sub-service 1 and Sub-service 2). ). To do so, I have installed the "OTRSMultiServiceSelect" feature add-on and it works fine. Scenario: ======== When you select the main service (fr...

hkshetty

Hi,

Anyone has any inputs or suggestion regd. my query?

hkshetty

Hi Team, I am looking to have the 'Created by' column (X-axis) in my report (Statistics). However, I am unable to find that option in any of the steps (2 or 3), while generating the report. Basically, when I generate a report, I want to know who (Agent) created the ticket. I am generating the follow...

hkshetty

Thanks Reneeb!

hkshetty

Thanks Reneeb!

I have added some services on testing and want to (later) replicate the same on prod. So, should I manually add those services on prod. too. Or is there any option to copy that from test DB to prod. Pls advice

hkshetty

Dear All, I have made some changes within OTRS to the existing services. For example, added few more services etc (Admin --> Services). However, I am unable to find the relevant file that has got updated with my changes. I tried looking in ZZZAuto.pm and Config.pm, could not find these files being u...

hkshetty

Hi,

I got your message. I haven't made any changes that I remember, however will monitor for the OTRS behaviour. If I find something unexpected and unusual. I shall update the forum here, requesting for advice.

Thank you so much for your time!

Have a nice day and great weekahead!

Cheers

hkshetty

Hi, I appreciate your time! I do not remember making any changes relevant to StateIDs. Also, when you say processes, could you please advice what are you referring to? With an example would be better. If you are referring to any process ticket, no we haven't configured that yet. Apologies, if I am b...

hkshetty

Dear All, I noticed the attached errors (as shown below) in OTRS system log today. 1. Need Processes 2. The given param 'StateIDs' is invalid or an empty array reference! I read through old articles too where in for the second error, I found the answer as "reset everything and change the transl...

hkshetty

Hi Team, I want to make the owner field mandatory (in move ticket form) while moving the queue to another group within OTRS. I tried looking for this option in Admin --> sysconfig --> Tickets (Group) --> Frontend::Agent::Ticket::ViewMove (Subgroup), however could not make out which settings triggers...

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