Znuny Open Source Ticketsystem

Hello,

This error is fixed in Time Accounting beta 3, the problem was that there was a file specified in the sopm that was not included in the package.

Regards,
Elva

Hi Erling,

You might be interested in these options of the SysConfig:

Ticket::Frontend::AgentTicketQueue###SortBy::Default -----> Age
Ticket::Frontend::AgentTicketQueue###Order::Default -----> Down (for newest to oldest) or Up (for oldest to newest)

I hope this helps!

Regards,
Elva

Hello Chetan, The accounted time represents the effort (in minutes or any other working units) that an agent did to work on a ticket, but it is a number that the agent writes, this is not generated automatically. Maybe what you mean is the age of the ticket, this is calculated by the system. I hope ...

Hello,

Of course it is possible. Please go to the SysConfig and configure these options:

Ticket::Frontend::AgentTicketQueue###SortBy::Default -----> Age
Ticket::Frontend::AgentTicketQueue###Order::Default -----> Down

I hope this helps!

Regards,
Elva

Hello,

What about a work-around by configuring a free text field to save your time units? This way, you can use <OTRS_TICKET_TicketFreeText###> for the notifications.

I hope this helps!

Regards,
Elva

Hello Ian, It turned out to not be a bug. For January 2011, the report shows an overtime of -168 hours, if the employee hasn't entered working hours for this year. These 168 hours are the exact number of working hours for January, if the default weekly working hours of 40 hours is set. In other word...

---> with that module will we be able to set working hours to a half an hour granularity? for instance start working time at 8:30 or 10:30 instead of having to start o'clock.

Yes. But on TimeWorkingHours::Calendar# you can only select complete hours.

If you are sure that you need only English, you can delete the rest of the languages from Core::DefaultUsedLanguages, this will cause that your notifications are only available in English. If for some reason, you need to have any of the deleted languages back, remember that your languages files are ...

Hello Ian,

It is definitively a bug. I created a bug report for it: http://bugs.otrs.org/show_bug.cgi?id=6630

If you want to track it, you can add your email to the Cc list.

Thanks for your help!

Regards,
Elva

Hola Johan,

Es posible elegir el generador de números de ticket, a través del SysConfig busca Ticket::NumberGenerator. Ahí encontrarás una breve descripción de cada opción.

Saludos,
Elva

Mothra,

The Time Accounting module is currently being ported. The first beta (compatible with OTRS 3.0) will be released on January 21st., 2011.

Regards,
Elva

Hello,

You can ask for a customized module in http://www.otrs.com/en/services/development/ because the only way to achieve this is by changing the source code, you can not do it via SysConfig. You also have to modify the customer_user table.

Regards,
Elva

You are totally right, this is something new in 3.0.

I forgot to ask which version were you using.

Regards,
Elva

Hello, You are right about the escalation, I didn't consider this for my previous answer. About your question: Also, I'm not sure exactly what you mean by "select them from the calendar and register your working hours on them"; could you explain? Yes, what I meant is that the time accounti...

Hello, The accounted time is exclusive for the Agent interface. What I can think of is setting one of the free text fields to "Accounted time" or something similar and enable it for both interfaces in the SysConfig: Ticket::Frontend::CustomerTicketZoom###AttributesView - In order for your ...

Hi,

What do you mean by QueueOverview? Action=AdminQueue?

Regads,
Elva

Hello,

It is not possible to use the OTRS special variables there, whenever it is accomplishable, you will find a note in the module.

Regards,
Elva

Hello,

You don't need to modify the code directly. Just go to the SysConfig and set Ticket::SubjectFormat to "Right".

I hope this helps!

Regards,
Elva

Hello,

You can set the owner of a ticket when you create it, just go to the SysConfig and set Ticket::Frontend::NewOwnerSelection to "Yes". On the other hand, it is not possible to set the owner in the queue view.

I hope this helps!

Regards,
Elva

Hello, Please go to the SysConfig and do one of the following: - If you want to keep the possibility to add a note when you change the owner of a ticket, define a default body for such note in Ticket::Frontend::AgentTicketOwner###Body - If you don't want to add a note at all when you change the owne...

Hello, Please try to login after rebuilding your configuration and deleting the cache by running the following scripts: perl $OTRS_PATH/bin/otrs.RebuildConfig.pl perl $OTRS_PATH/bin/otrs.DeleteCache.pl perl $OTRS_PATH/bin/otrs.LoaderCache.pl Please let me know if this works for you. Thank you and re...

Hello, What I can think of is to set the fixed working hours (as you might already have done) in the Core::Time or in the specific calendars that you use and to register the public holidays in the TimeVacationDays. Certainly, the system won't show the entry for the days that are registered as vacati...

Tal como lo dijiste, el cliente recibe notificaciones de artículos agregados a sus tickets vía e-mail, no en la interfaz customer.pl.

Saludos,
Elva

Please try updating your system to the latest release. Now it is possible to define empty signatures.

Regards,
Elva

Are you using rich-text editors?

Creo que el problema es que no se está respetando el formato utilizado. Cada letra se sustituye por un número, de tal manera que si el formato es YYYY-MM-DD, la fecha 17 de Diciembre de 2007 expresada en dicho formato es: 2007-12-17. Por lo tanto, la cadena '17-DEC-07' es inválida. Espero que le sea...

It is possible to register empty salutations and signatures in the admin area.

In which module do you get this "Need text" message?

Regards,
Elva

I can think of a solution for your problem: In the SysConfig there is a configuration called Ticket::ResponsibleAutoSet, if you set this and Ticket::Responsible to "Yes" you can create a new job for the generic agent, using a queue as filter ticket and a new owner as action. This will auto...

Hello, At the moment it is not possible to see how many articles belong to you in a certain ticket, nor to display a notification if you have added something to a ticket. Since this is an enhancement, I would recommend you to open a bug (http://bugs.otrs.org) with severity: enhancement. Regards, Elva

It is possible to set a free text field as mandatory, to do so, go to the SysConfig and search for "FreeText" and select the screen in which you want to have required free text fields and customize the correct options. For example: Defining as required the free text field 1 in the close ti...

Hola

Por medio del SysConfig, busca la configuración Ticket::Frontend::NeedAccountedTime, ésta hace que sea obligatorio registrar las unidades de tiempo en la interfaz del agente.

Saludos,
Elva

Hola, Bienvenido al mundo de OTRS, estoy segura de que te facilitará la vida. El prefijo que tienen todas las notificaciones, es decir, lo que está escrito antes de "::Agent", corresponde al lenguaje. Notarás que, independientemente de la opción que selecciones, la plantilla se llena con u...