Search found 44 matches
- 17 Dec 2021, 14:56
- Forum: Help
- Topic: Time to First Response and Time to Solution
- Replies: 5
- Views: 719
- 17 Dec 2021, 14:56
- Forum: Help
- Topic: Time to First Response and Time to Solution
- Replies: 5
- Views: 719
Re: Time to First Response and Time to Solution
I share how others are set and the time it looks like
- 16 Dec 2021, 18:57
- Forum: Help
- Topic: Time to First Response and Time to Solution
- Replies: 5
- Views: 719
Re: Time to First Response and Time to Solution
Thanks for the comment The time for the first response should not be 24 hours (1440 minutes) which is the time that is configured for the Postmaster queue and for the SLAs and then 24 hours (1440 minutes) to close it? What would you have to configure so that the time of the first response is within ...
- 16 Dec 2021, 17:54
- Forum: Help
- Topic: Time to First Response and Time to Solution
- Replies: 5
- Views: 719
Time to First Response and Time to Solution
Hello, what could be happening that when a case is created the Time indicator for the first answer indicates that the time is 99hs 18 minutes and the solution time 165hs 18 minutes?
- 18 Nov 2021, 19:13
- Forum: Help
- Topic: Dynamic Fields
- Replies: 11
- Views: 1835
- 18 Nov 2021, 19:12
- Forum: Help
- Topic: Dynamic Fields
- Replies: 11
- Views: 1835
Re: Dynamic Fields
Hi Roy.
Sending screenshot
Sending screenshot
- 15 Nov 2021, 18:16
- Forum: Help
- Topic: Dynamic Fields
- Replies: 11
- Views: 1835
Re: Dynamic Fields
Hello Reedu, I understand the situation ... Add the field in "Ticket → Frontend :: Agent :: Dashboard" and in "AgentCustomerInformationCenter :: Backend ### 0130-CIC-TicketOpen". After this the field is visible in the open ticket section, but it does not show any data, the column...
- 11 Nov 2021, 20:53
- Forum: Help
- Topic: List the dynamic fields in the open ticket panel.
- Replies: 1
- Views: 512
List the dynamic fields in the open ticket panel.
How can I do so that the dynamic field can be shown in the dashboard of the open tickets?
The field appears in the list of fields available for selection in the open tickets dashboard, but it does not display a value.
Thanks
The field appears in the list of fields available for selection in the open tickets dashboard, but it does not display a value.
Thanks
- 04 Nov 2021, 23:10
- Forum: Help
- Topic: Dynamic Fields
- Replies: 11
- Views: 1835
Re: Dynamic Fields
Look in System Configuration at those two: Ticket::Frontend::AgentTicketCompose Ticket::Frontend::AgentTicketClose Hello Reedu, I contact you again on the subject of dynamic fields. The directions he gave me worked fine. Thanks How can I do so that this dynamic field can be listed and seen in the D...
- 07 Oct 2021, 16:41
- Forum: Help
- Topic: Dynamic Fields
- Replies: 11
- Views: 1835
Re: Dynamic Fields
thanks, it worked properly
- 07 Oct 2021, 16:20
- Forum: General
- Topic: OTRS CREACION CAMPOS DINÁMICOS
- Replies: 1
- Views: 30976
Re: OTRS CREACION CAMPOS DINÁMICOS
Hola estoy con el mismo inconveniente, usted pudo resolverlo? si es correcto compartiria como lo realizo?
Gracias
Gracias
- 07 Oct 2021, 15:23
- Forum: Help
- Topic: Dynamic Fields
- Replies: 11
- Views: 1835
Re: Dynamic Fields
Hello, I could already create the dynamic field.
The issue is that I do not know how to make it appear in the response window of the ticket, where it is selected if the ticket is closed and the time invested in the case
The issue is that I do not know how to make it appear in the response window of the ticket, where it is selected if the ticket is closed and the time invested in the case
- 04 Oct 2021, 23:44
- Forum: Help
- Topic: Dynamic Fields
- Replies: 11
- Views: 1835
Dynamic Fields
Hello I need to create a dynamic field with 3 options Level 1, Level 2 and Level 3.
This dynamic field should be selected in the ticket response window in the same place where the response time is recorded.
otrs 5.0.29
This dynamic field should be selected in the ticket response window in the same place where the response time is recorded.
otrs 5.0.29
- 04 Oct 2021, 23:42
- Forum: Ayuda
- Topic: Campos Dinamicos
- Replies: 0
- Views: 6009
Campos Dinamicos
Hola Necesito crear un campo dinamico de 3 opciones Nivel 1, Nivel 2 y Nivel 3.
Este campo dinamico lo tendria que seleccionar en la ventana de respuesta del ticket en el mismo lugar en que se registra el tiempo de respuesta.
otrs 5.0.29
Gracias
Este campo dinamico lo tendria que seleccionar en la ventana de respuesta del ticket en el mismo lugar en que se registra el tiempo de respuesta.
otrs 5.0.29
Gracias
- 06 May 2021, 20:13
- Forum: Help
- Topic: Menu bar disappears when entering time recording in TimeAccounting
- Replies: 1
- Views: 896
Menu bar disappears when entering time recording in TimeAccounting
In TimeAccounting, entering the "Summary" Menu and then editing a date or entering the "Edit" Menu. The menu bar disappears (see image), from what I see this happens when entering AgentTimeAccountingEdit otrs / index.pl? Action = AgentTimeAccountingEdit https://westeurope1-mediap...
- 04 Nov 2020, 16:27
- Forum: Help
- Topic: Table Time_accounting
- Replies: 1
- Views: 528
Table Time_accounting
Hi, we need to rebuild the information in the time_accounting table.
How could the script be able to reconstruct the information in this table?
How could the script be able to reconstruct the information in this table?
- 03 Nov 2020, 15:06
- Forum: Help
- Topic: Time_accounting table error
- Replies: 3
- Views: 916
Re: Time_accounting table error
Hi,
Thanks for the comment, do you know if the data in the table can be reloaded if I have a report in excel?
Thanks for the comment, do you know if the data in the table can be reloaded if I have a report in excel?
- 03 Nov 2020, 14:20
- Forum: Hilfe
- Topic: Tabellenfehler Time_accounting
- Replies: 0
- Views: 1133
Tabellenfehler Time_accounting
Hallo wie geht's dir. Wir haben ein Problem mit der Anwendungsversion 5.0.42 bd MySql. Das Problem ist, dass wir festgestellt haben, dass die für jedes Ticket aufgezeichnete Zeit nicht angezeigt wurde. Beim Überprüfen des Anwendungsprotokolls stellten wir fest, dass ein Fehler angezeigt wurde, der b...
- 03 Nov 2020, 14:19
- Forum: Ajuda
- Topic: Time_accounting table error
- Replies: 0
- Views: 4856
Time_accounting table error
Olá como estão. Estamos tendo um problema com a versão do aplicativo 5.0.42 bd MySql. O problema é que detectamos que o tempo registrado para cada ticket não estava sendo exibido. Revisando o log do aplicativo, notamos que havia indicado um erro que dizia que a tabela time_accounting não existia. Es...
- 03 Nov 2020, 14:18
- Forum: Ayuda
- Topic: Error tabla time_accounting
- Replies: 0
- Views: 4821
Error tabla time_accounting
Hola como estan. Estamos teniendo un inconveniente con la aplicacion version 5.0.42 bd MySql. El tema es que detectamos que no se estaba mostrando el tiempo registrado por cada ticket. Revisando el log de la aplicacion notamos que habia indicado un error que decia que la tabla time_accounting no exi...
- 03 Nov 2020, 14:17
- Forum: Help
- Topic: Time_accounting table error
- Replies: 3
- Views: 916
Time_accounting table error
Hello how are you. We are having a problem with the application version 5.0.42 bd MySql. The issue is that we detected that the time recorded for each ticket was not being displayed. Reviewing the application log we noticed that it had indicated an error that said that the time_accounting table did ...
- 15 Oct 2020, 23:06
- Forum: Help
- Topic: Module Time Accounting
- Replies: 0
- Views: 1139
Module Time Accounting
Hello, we have been using the Time Accounting module for a couple of years. Now they ask us that the time load of days owed is not mandatory since it is forcing us to load days that we did not have activity with the projects and there are cases that we have to load more than 30 days. Are there any s...
- 15 Oct 2020, 23:02
- Forum: ¿Cómo lo hago?
- Topic: Modulo Time Accounting
- Replies: 0
- Views: 4891
Modulo Time Accounting
Hola venimos usando el modulo Time Accounting desde hace un par de años. Ahora nos piden que la carga de tiempo de dias adeudados no sea obligatoria ya que la misma nos esta obligando a cargar dias que no tuvimos activida con los proyectos y hay casos que tenemos que cargar mas de 30 dias. Hay algun...
- 18 Oct 2019, 16:42
- Forum: Help
- Topic: Assign the service automatically
- Replies: 7
- Views: 2559
Re: Assign the service automatically
Hello, Could you solve us using ACL? In the manual there is an example that I do not understand what it does on time. https://doc.otrs.com/doc/manual/admin/5.0/en/html/process-management.html TicketServiceSet Assigns a service to a process ticket. The ticket requires to have a customer and the servi...
- 17 Oct 2019, 23:31
- Forum: Help
- Topic: Assign the service automatically
- Replies: 7
- Views: 2559
Re: Assign the service automatically
We configure the system so that each client has only one service, we do not have the case that a client can have several services.
If we had it, we would manage it manually.
If we had it, we would manage it manually.
- 17 Oct 2019, 23:29
- Forum: Help
- Topic: Disable mail read confirmation
- Replies: 5
- Views: 1955
Re: Disable mail read confirmation
When a new ticket is created, the customer receives an email for the creation of the ticket and an email indicating that the original email sent by the customer which generated the ticket was read.
This type of notification I mean.
This type of notification I mean.
- 17 Oct 2019, 22:27
- Forum: Help
- Topic: Assign the service automatically
- Replies: 7
- Views: 2559
Re: Assign the service automatically
This is how we are doing it, we manually place the service and the SLA. We were seeing if with the generic agent we could assign the service automatically, but we found that it can only be done per customer id, so this would cause us to have to configure a generic agent rule for each client that we ...
- 17 Oct 2019, 22:22
- Forum: Help
- Topic: Disable mail read confirmation
- Replies: 5
- Views: 1955
Re: Disable mail read confirmation
What we want to deactivate is the reading notification.
- 17 Oct 2019, 20:50
- Forum: Help
- Topic: Re send ticket with attached to an email account
- Replies: 1
- Views: 1595
Re send ticket with attached to an email account
We need the tickets that arrive with the subject PED xxx to be sent to a specific email address along with its attached file.
How can it be resolved?
How can it be resolved?
- 17 Oct 2019, 20:47
- Forum: Help
- Topic: Disable mail read confirmation
- Replies: 5
- Views: 1955
Disable mail read confirmation
Can you deactivate the notification that the mail created was read?
- 17 Oct 2019, 20:45
- Forum: Help
- Topic: Assign the service automatically
- Replies: 7
- Views: 2559
Assign the service automatically
We need to assign to the tickets that arrive from the customers the service that they have assigned in the option of Customer User <-> Service.
How could this be done?
How could this be done?
- 04 Oct 2019, 14:08
- Forum: Help
- Topic: Ticket printing
- Replies: 9
- Views: 3741
Re: Ticket printing
Hi, I suggest it is the logo you have configured for the PDF: https://bugs.otrs.org/show_bug.cgi?id=12629 Try to replace the logo (System Configuration PDF::LogoFile) with a non-interlaced png or in another format. - Roy Thank you very much for the help. I took out the PDF logo and the ticket print...
- 03 Oct 2019, 22:57
- Forum: Help
- Topic: Ticket printing
- Replies: 9
- Views: 3741
Re: Ticket printing
Hi, thanks for the comments.
We use Lubuntu 17.10 and libpng is installed in version 1.6.34.
We use Lubuntu 17.10 and libpng is installed in version 1.6.34.
- 02 Oct 2019, 16:33
- Forum: Help
- Topic: Ticket printing
- Replies: 9
- Views: 3741
Re: Ticket printing
hello, if installed
- 30 Sep 2019, 17:22
- Forum: Help
- Topic: Ticket printing
- Replies: 9
- Views: 3741
Re: Ticket printing
Send the content of the requested log [Mon Sep 30 00:08:00.375546 2019] [mpm_event:notice] [pid 1487:tid 139730638293952] AH00489: Apache/2.4.27 (Ubuntu) mod_perl/2.0.10 Perl/v5.26.0 configured -- resuming normal operations [Mon Sep 30 00:08:00.375581 2019] [core:notice] [pid 1487:tid 13973063829395...
- 27 Sep 2019, 18:56
- Forum: Help
- Topic: Ticket printing
- Replies: 9
- Views: 3741
Ticket printing
Hello, we are needing to be able to print some tickets. When we select the ticket and then the "print" option generates the following error message. On the server the printer is configured and any document that is outside the application of tciket's can be printed. Is there any special con...
- 27 Sep 2019, 15:10
- Forum: Help
- Topic: Notifications are not sent by mail to the users of the application.
- Replies: 1
- Views: 1110
Notifications are not sent by mail to the users of the application.
Hello, We are having problems with the notifications that are sent to the users of the application. They do not arrive and in the logs you see the following message. This began to happen from one moment to another since last month the notifications worked correctly. Fri Sep 27 09:40:31 2019 error OT...
- 13 Sep 2019, 18:01
- Forum: Help
- Topic: Sort the tickets by priority in the main panel (Dashboard).
- Replies: 1
- Views: 1397
Sort the tickets by priority in the main panel (Dashboard).
Hello, we are needing to make the Open and New tickets shown in the main window sorted from higher priority to lower priority.
We were seeing some application settings and we failed to get the tickets ordered.
Thank you in advance for the help.
Regards
We were seeing some application settings and we failed to get the tickets ordered.
Thank you in advance for the help.
Regards
- 12 Sep 2019, 19:51
- Forum: Help
- Topic: ACL to change the priority of the tciket
- Replies: 3
- Views: 1615
Re: ACL to change the priority of the tciket
Hi, Thank you very much for responding.
Could you tell me how it can be solved using GenericAgent?
Thank you so much.
Regards
Could you tell me how it can be solved using GenericAgent?
Thank you so much.
Regards
- 12 Sep 2019, 18:09
- Forum: Hilfe
- Topic: ACL zum Ändern der Priorität des Tcikets
- Replies: 0
- Views: 2260
ACL zum Ändern der Priorität des Tcikets
Hallo Wir haben die Anwendung für einige Jahre benutzt. Wir sind in der Version 5.0.37 frei. Wir müssen die Priorität ändern, wenn wir das SLA auf das bereits erstellte Ticket ändern. Die Operation, die wir derzeit haben, ist wie folgt: Wenn eine E-Mail in der Postmaster-Warteschlange eintrifft, wir...
- 12 Sep 2019, 18:08
- Forum: Ajuda
- Topic: ACL para alterar a prioridade do tciket
- Replies: 0
- Views: 5932
ACL para alterar a prioridade do tciket
Olá Nós usamos o aplicativo há alguns anos. Estamos na versão 5.0.37 grátis. Precisamos fazer a alteração de prioridade quando alteramos o SLA para o ticket já criado. A operação que temos atualmente é a seguinte: Quando um email chegar na fila do postmaster, ele será criado com a prioridade 3. Em s...
- 12 Sep 2019, 18:06
- Forum: Help
- Topic: ACL to change the priority of the tciket
- Replies: 3
- Views: 1615
ACL to change the priority of the tciket
Hello We have used the application for some years. We are in version 5.0.37 free. We need to make the priority change when we change the SLA to the ticket already created. The operation we currently have is as follows: When an email arrives in the postmaster queue, it will be created with a priority...
- 12 Sep 2019, 18:05
- Forum: Ayuda
- Topic: ACL para cambiar la prioridad del tciket
- Replies: 0
- Views: 5965
ACL para cambiar la prioridad del tciket
Hola Usamos desde hace algunos años la aplicacion. Estamos enn la version 5.0.37 free. Estamos necesitando hacer que cuando cambiamos el SLA al ticket ya creado se cambie la prioridad. El funcionamiento que tenemos actualmente es el siguiente: Cuando nos llega un mail en la cola postmaster, el mismo...
- 12 Sep 2019, 15:47
- Forum: Ayuda
- Topic: Priorizar tickets a partir de contenido de mail?
- Replies: 3
- Views: 6123