Search found 30 matches
- 28 Dec 2016, 16:52
- Forum: General
- Topic: Field "time" depends on the current system time
- Replies: 4
- Views: 2836
Re: Field "time" depends on the current system time
I understand your point of view, but in the company is not handled like that, since the time accounted for, must be equal to or less than the time of antiquity of the case.
- 28 Dec 2016, 15:47
- Forum: General
- Topic: Field "time" depends on the current system time
- Replies: 4
- Views: 2836
Field "time" depends on the current system time
Hello everyone, Some know how to make the field "work units" or refers to the "time" dedicated to a ticket, depends on the current system time, since when closing a ticket, I must allocate the time that takes solving it, but if The creation of the ticket has run 6 minutes, I can ...
- 27 Dec 2016, 14:47
- Forum: General
- Topic: Clientes sólo puedan crear tickets en una cola fija
- Replies: 1
- Views: 7709
Re: Clientes sólo puedan crear tickets en una cola fija
Hola buen dia, Debes ingresar a "Administrar" , escoger "Ticket(943)" y despues buscar estas opciones: Ticket → Frontend::Customer::Ticket::ViewNew Dentro de las propiedades de esta!, buscas las siguientes: Ticket::Frontend::CustomerTicketMessage###Queue = "No" Ticket::...
- 21 Dec 2016, 23:26
- Forum: General
- Topic: Upgrade from 5.0.12 to 5.0.15
- Replies: 4
- Views: 2214
Re: Upgrade from 5.0.12 to 5.0.15
Thanks for all,
I find myself in it ...
I find myself in it ...
- 19 Dec 2016, 22:12
- Forum: General
- Topic: Upgrade from 5.0.12 to 5.0.15
- Replies: 4
- Views: 2214
Upgrade from 5.0.12 to 5.0.15
Does anyone know the step by step to be able to upgrade from version 5.0.12 to 5.0.15?
I thank you
I thank you
- 15 Dec 2016, 00:14
- Forum: ¿Cómo lo hago?
- Topic: Cambiar el color de la cabecera de los correos de notificación[SOLUCIONADO]
- Replies: 4
- Views: 42899
Re: Cambiar el color de la cabecera de los correos de notificación[SOLUCIONADO]
Hola, Veo que ya le diste el tag [SOLUCIONADO], pero quisiera hacer mi aporte, y pues si es de tu ayuda, yo ya logre modificar esos colores a los corporativos siguiendo estos pasos: 1. ir a la ruta: opt/otrs/Kernel/Output/HTML/Templates/Standard/NotificacionEvent 2. Hay una carpeta “email” 3. Dentro...
- 15 Dec 2016, 00:01
- Forum: ¿Cómo lo hago?
- Topic: Ver solo los servicios asociados a un tipo de ticket
- Replies: 1
- Views: 39815
Re: Ver solo los servicios asociados a un tipo de ticket
Buenos días a todos, tengo una duda y me gustaría saber si es posible realizar la siguiente modificación en OTRS. En la plantilla de OTRS ( Customers ) donde se abren los tickets, ¿es posible que los clientes solo vean los "Servicios" que estén asociados al tipo? Por ejemplo: Tipo “Incide...
- 14 Dec 2016, 18:04
- Forum: Help
- Topic: Criticality–Impact–Priority–Matrix and Customer Tickets
- Replies: 12
- Views: 5135
Re: Criticality–Impact–Priority–Matrix and Customer Tickets
I am looking at exactly the same issue: when a customer creates a ticket, puts in the impact level (1 large group or vp, so highest level) , the service is already attached to a criticality level (e.g. mail is 1 very high) so now I want to have the priority automatically calculated according the va...
- 14 Dec 2016, 17:35
- Forum: General
- Topic: Difference between incident and service request?
- Replies: 5
- Views: 2757
Re: Difference between incident and service request?
Ok, thank you very much for your answers, I'll keep looking to find out if anyone has already developed it, the person in the video does not respond.
- 12 Dec 2016, 20:46
- Forum: General
- Topic: Difference between incident and service request?
- Replies: 5
- Views: 2757
Re: Difference between incident and service request?
wurzel wrote:Hi,
there is no difference. This is your Ticket Type. Nothing more.
regards
Florian
Hello,
I was wondering why in this video https://www.youtube.com/watch?v=PFOkuHxLThE
I see that when creating a "service request" it activates a tab "tasks" to the ticket.
Thank's
- 12 Dec 2016, 17:41
- Forum: General
- Topic: Difference between incident and service request?
- Replies: 5
- Views: 2757
Difference between incident and service request?
Hello
What is the difference between incident and service request in another version 5 free, I create a new ticket but visually I do not see the difference between both, there must be some difference but I can not find it.
I would appreciate if anyone has this much clearer information.
Thank's
What is the difference between incident and service request in another version 5 free, I create a new ticket but visually I do not see the difference between both, there must be some difference but I can not find it.
I would appreciate if anyone has this much clearer information.
Thank's
- 29 Nov 2016, 22:35
- Forum: General
- Topic: Field read only in Customer.pl view
- Replies: 5
- Views: 2633
Re: Field read only in Customer.pl view
Open the view you want to modify. Then check the URL next to Action=NameOfTheCurrentAction Then look for the file in: ~otrs/Kernel/Output/HTML/Templates/Standard/NameOfTheAction.tt Hi RStraub, I have checked these files, I already found the tags but I have not been able to deactivate them Thank you...
- 29 Nov 2016, 22:03
- Forum: General
- Topic: Field read only in Customer.pl view
- Replies: 5
- Views: 2633
Re: Field read only in Customer.pl view
root wrote:Did you check the SysConfig setting Ticket::Frontend::CustomerTicketZoom###Priority?
Hi, That option and the probe but it is not very editable the option of priority, thanks anyway
- 29 Nov 2016, 22:01
- Forum: General
- Topic: Relate (types <-> services) in the creation of a ticket
- Replies: 1
- Views: 1040
Relate (types <-> services) in the creation of a ticket
Good evening,
Somebody knows the complement that allows to relate (services <-> types) in the tickets.
It is to create a filter that when choosing "incidents" show some services and when choosing "requirements" show me others ..
Thank you.
Somebody knows the complement that allows to relate (services <-> types) in the tickets.
It is to create a filter that when choosing "incidents" show some services and when choosing "requirements" show me others ..
Thank you.
- 25 Nov 2016, 17:31
- Forum: General
- Topic: Field read only in Customer.pl view
- Replies: 5
- Views: 2633
Field read only in Customer.pl view
regards,
Does anyone know the file that contains the HTML code of the client view? I want to put the field "priority" so that it is read only.
Stay tuned, thank you.
Does anyone know the file that contains the HTML code of the client view? I want to put the field "priority" so that it is read only.
Stay tuned, thank you.
- 24 Nov 2016, 14:52
- Forum: General
- Topic: Level agent-assigned ticket load
- Replies: 4
- Views: 2281
Re: Level agent-assigned ticket load
Many thanks to all for your contributions
Charmacas, you are absolutely right, that is the complement I need, I will contact the supplier for a test, because everything seems to be what I need
Thanks again.
Happy day!
Charmacas, you are absolutely right, that is the complement I need, I will contact the supplier for a test, because everything seems to be what I need
Thanks again.
Happy day!
- 23 Nov 2016, 17:33
- Forum: General
- Topic: Level agent-assigned ticket load
- Replies: 4
- Views: 2281
Level agent-assigned ticket load
Regards, I would like to know if anyone knows if in the other you can level the loads of tickets that are arriving ?, I mean the following: I have a "Queue" called "Support" In this I have 2 agents or analysts that are, A and B The customer "pepito perez" generated 3 ti...
- 23 Nov 2016, 17:31
- Forum: General
- Topic: Nivelar carga de tickets asignados por agente
- Replies: 0
- Views: 3242
Nivelar carga de tickets asignados por agente
Saludos, Quisiera saber si alguno sabe si en otrs se pueden nivelar las cargas de los tickets que van llegando?, me refiero a lo siguiente: Tengo una "Queue" llamada "Soporte" En esta tengo 2 agentes o analistas que son, A y B El cliente "pepito perez" genero 3 tickets ...
- 22 Nov 2016, 16:42
- Forum: General
- Topic: Como habilitar campo servicio en la config del SLA? [SOLUCIONADO]
- Replies: 1
- Views: 3279
Re: Como habilitar campo servicio en la config del SLA? [SOLUCIONADO]
La solucion era una "bobada", la escribo porque aveces uno hace tantos cambios que es mejor ir anotando para recordar que le puede estar afectando. No me habilitaba la opcion "Servicios" en el SLA porque tengo varios "servicios" y "subservicios" creados, pero ...
- 18 Nov 2016, 21:41
- Forum: Ayuda
- Topic: Ayuda para crear nueva etiqueta <OTRS_CUSTOMER_Body>
- Replies: 2
- Views: 4819
Re: Ayuda para crear nueva etiqueta <OTRS_CUSTOMER_Body>
Hola klausneil buena tarde, Queria saber en que parte o en que vista se ve reflajado el cambio o el nuevo campo que indicas con el codigo en este comentario, pues lo busque en la opcion donde uno crea una "firma" pero no veo nada referente. Quedo atento, muchas gracias. ___________________...
- 18 Nov 2016, 17:39
- Forum: General
- Topic: Como habilitar campo servicio en la config del SLA? [SOLUCIONADO]
- Replies: 1
- Views: 3279
Como habilitar campo servicio en la config del SLA? [SOLUCIONADO]
Buenos dias,
Seria de gran ayuda si alguno supiera porque al ingresar a crear un nuevo SLA no me permite agregarle un servicio, asi como se muestra en la imagen
Quedo atento, muchisimas gracias.
Seria de gran ayuda si alguno supiera porque al ingresar a crear un nuevo SLA no me permite agregarle un servicio, asi como se muestra en la imagen
Quedo atento, muchisimas gracias.
- 03 Nov 2016, 16:53
- Forum: General
- Topic: Porque todos los tickets se asignan a ADMIN OTRS?
- Replies: 3
- Views: 8099
Re: Porque todos los tickets se asignan a ADMIN OTRS?
Hola,
Muchas gracias, ingrese al link pero no encuentro la ruta donde modifican ese codigo explicado en ese link.
Si tu lo hiciste te agradeceria me dijeras en que ruta esta
Gracias.
Muchas gracias, ingrese al link pero no encuentro la ruta donde modifican ese codigo explicado en ese link.
Si tu lo hiciste te agradeceria me dijeras en que ruta esta
Gracias.
- 02 Nov 2016, 14:55
- Forum: General
- Topic: For all tickets are assigned to ADMIN OTRS?
- Replies: 2
- Views: 1505
Re: For all tickets are assigned to ADMIN OTRS?
Hello RStrub, It is that in the view of the customer, I choose the service for which you will be assigned the ticket, do not have visible "to" default you set "postmaster" as a default queue and service related to the work queue So what I want is that in choosing that queue, sinc...
- 01 Nov 2016, 16:32
- Forum: General
- Topic: For all tickets are assigned to ADMIN OTRS?
- Replies: 2
- Views: 1505
For all tickets are assigned to ADMIN OTRS?
Good morning, I wonder if anyone knows how to solve a problem that I have: All cases that generated from the interface of "server/otrs/customer.pl" are assigned to the owner responsible "Admin OTRS" and "Admin OTRS" This is so the client has indicated calquiera of work ...
- 31 Oct 2016, 16:01
- Forum: General
- Topic: Porque todos los tickets se asignan a ADMIN OTRS?
- Replies: 3
- Views: 8099
Porque todos los tickets se asignan a ADMIN OTRS?
Buenos dias, Quisiera saber si alguno sabe como solucionar un inconveniente que tengo: Todos los casos que genero desde la interfaz de "..customer.pl" quedan asignados al propietario "Admin OTRS" y responsable "Admin OTRS", esto sucede asi el cliente haya señalado calqu...
- 28 Oct 2016, 17:41
- Forum: General
- Topic: Asignación de tickets al mismo agente.
- Replies: 2
- Views: 3719
Re: Asignación de tickets al mismo agente.
Hola Caxtollionci buen dia,
Actualmente ando buscando una solucion al mismo inconveniente, queria saber si lograste solucionarlo por tu cuenta?, ya que aqui es poco lo que uno encuentra.
Quedo atento, te lo agradezco.
Buen dia!
Actualmente ando buscando una solucion al mismo inconveniente, queria saber si lograste solucionarlo por tu cuenta?, ya que aqui es poco lo que uno encuentra.
Quedo atento, te lo agradezco.
Buen dia!
- 26 Oct 2016, 23:47
- Forum: General
- Topic: Desactivar boton "Contestar" en el CustomerTicketZoom [Solucionado]
- Replies: 2
- Views: 3738
Re: Desactivar boton "Contestar" en el CustomerTicketZoom
Buen dia, Gracias a los que se tomaron la molestia de revisar mi post, pero el problema y "No problema" ya lo solucione, para los que les pueda servir era lo siguiente: Solo me sucedia cuando asignaba los tickets a una Cola de trabajo en especial, entonces eran unos pasos muy breves: En la...
- 26 Oct 2016, 23:41
- Forum: General
- Topic: Disable button "Answer" in the Customer View [Solved]
- Replies: 2
- Views: 1391
Re: Disable button "Answer" in the Customer View
thanks to the views, but the problem is in the "workspace", i have bad configuration.
All very good!
All very good!
- 25 Oct 2016, 18:27
- Forum: General
- Topic: Disable button "Answer" in the Customer View [Solved]
- Replies: 2
- Views: 1391
Disable button "Answer" in the Customer View [Solved]
Good morning, Anyone know if you can disable the button answer Ticket :: Frontend in :: option CustomerTicketZoom The reason is that a "customer" customer can see their open or closed tickets, but if this person presses click on the button "Reply" the case is opened again so is c...
- 25 Oct 2016, 16:03
- Forum: General
- Topic: Desactivar boton "Contestar" en el CustomerTicketZoom [Solucionado]
- Replies: 2
- Views: 3738
Desactivar boton "Contestar" en el CustomerTicketZoom [Solucionado]
Buenos dias, Alguien sabe si se puede desactivar el boton contestar en la opcion CustomerTicketZoom El motivo es que un cliente "customer" puede ver sus tickets abiertos o cerrados, pero si esta persona presiona click sobre ese boton "Contestar" el caso se abre nuevamente asi est...