Hi There,
I just implemented this particular system, by the admin book guide, but what am I wonder is that my SLA isnt working properly. Is anybody has the same issue with me? I gone through the manuals few times but there i cant able to solve it, can anyone get me some simulation from setting up untill assigning a particular ticket.Please help.
Thanking in advance.
mk
Implemetation of OTRS
Moderator: crythias
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- Znuny newbie
- Posts: 3
- Joined: 11 Aug 2010, 12:53
- Znuny Version: 2.0.3
Re: Implemetation of OTRS
What is happening? No service is showed in the dropdown after the customer is selected? If so, this may help: http://forums.otrs.org/viewtopic.php?f= ... 03&p=22559
Evaluation/pilot: OTRS 2.4.7 on Linux (CentOS 5.4) with MySQL database connected to an Active Directory for Agents and Customers.
Re: Implemetation of OTRS
Please write down more informations, "not working properly" is not an useful description..
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
-
- Znuny newbie
- Posts: 3
- Joined: 11 Aug 2010, 12:53
- Znuny Version: 2.0.3
Re: Implemetation of OTRS
Hi There,
Thanks for your reply, apologize for the incomplete sentences.Let me briefly explained what i did and what am i going through so far.First of all i have created few SLA's such as for example "1 Hour" whereby the particular job need to be attend by 1 hour right? if im not mistaken, then i tight the services to this SLA and followed by tight the services to the customer.I did create some queues as subfolders under Postmaster queue and when i create a ticket and choose the SLA & services i will put into these queues, the ticket will appear in the 'open ticket' column in the dashboard and will show the hours(total hours from the creation date time)once it is on the escalated the hours will be in the minus value and i'm not sure what is happening.Could anyone simulate the flow on how it is working? Can i have better understanding on it.
Thanking in advance.
Thanks for your reply, apologize for the incomplete sentences.Let me briefly explained what i did and what am i going through so far.First of all i have created few SLA's such as for example "1 Hour" whereby the particular job need to be attend by 1 hour right? if im not mistaken, then i tight the services to this SLA and followed by tight the services to the customer.I did create some queues as subfolders under Postmaster queue and when i create a ticket and choose the SLA & services i will put into these queues, the ticket will appear in the 'open ticket' column in the dashboard and will show the hours(total hours from the creation date time)once it is on the escalated the hours will be in the minus value and i'm not sure what is happening.Could anyone simulate the flow on how it is working? Can i have better understanding on it.
Thanking in advance.
-
- Znuny newbie
- Posts: 3
- Joined: 11 Aug 2010, 12:53
- Znuny Version: 2.0.3
Re: Implemetation of OTRS
Thanks for your reply, apologize for the incomplete sentences.Let me briefly explained what i did and what am i going through so far.First of all i have created few SLA's such as for example "1 Hour" whereby the particular job need to be attend by 1 hour right? if im not mistaken, then i tight the services to this SLA and followed by tight the services to the customer.I did create some queues as subfolders under Postmaster queue and when i create a ticket and choose the SLA & services i will put into these queues, the ticket will appear in the 'open ticket' column in the dashboard and will show the hours(total hours from the creation date time)once it is on the escalated the hours will be in the minus value and i'm not sure what is happening.Could anyone simulate the flow on how it is working? Can i have better understanding on it.jojo wrote:Please write down more informations, "not working properly" is not an useful description..
Re: Implemetation of OTRS
HI
I've always assumed that after the SLA expired the minus signed refered to the elapsed time.
I've always assumed that after the SLA expired the minus signed refered to the elapsed time.
System:
Fedora 13
OTRS 2.4.7
ITSM 2.1.1
Fedora 13
OTRS 2.4.7
ITSM 2.1.1