Znuny Open Source Ticketsystem

Hello, finally the problem was in perl module Time.pm on line 632. There is condition: "last if $Count > 100" and this was the problem. That implicate, that maximum DestinationTime is 100 (minus some holidays, etc.). I changed it to "last if $Count > 1000" (nearly 3 years) and it...

Hello, I have problem with SLA times settings, I have in my queue set Escalation - Solution Time for 388 800 minutes (270 days), but in ticket view I can show much shorter time, only about 97 days :( Representing DB record escalation_solution_time is wrong also and correspondent with 97 days. Finall...

Hello, I have question about some "advance" configuration. I need the OTRS/ITSM to send e-mail notification to our service manager in case of for example 60% of response and solution time are reached. In /index.pl?Action=AdminSLA is parameter "notify by", but it notify only on da...

Hello to all, I am using ITSM 2.0.2 regarding the SLA function. There are options like response time, update time and solution time, but I need one more time, called recovery time and i don´t need the update time. Finally I need this structure: - response time - recovery time - solution time Do you ...