hello all,
im using OTRS and i want to know this:
When i put state pending on a ticket, i want to clock to stop count the sla time, and only start count the time again when i change de state to another one.
how can i do this ??
can anyone help me ? its very important
thanks
Pending state
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Wolfgangf
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Re: Pending state
not possible in standard OTRS
there is a module if you sing a subscription http://www.otrs.com/solutions/subscript ... e-add-ons/
there is a module if you sing a subscription http://www.otrs.com/solutions/subscript ... e-add-ons/
Produktiv:
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
help
helloo
im using otrs, and i have some doubts, and i need to know how can i do this:
1. can i have 1 NUMERIC field on agent and customer interface and i cant send the ticket without fill it.
2. the possibility to allocate the ticket to my customer, i mean, my customer becomes the owner or responsible of the ticket.
hope you can help me.
thanks
im using otrs, and i have some doubts, and i need to know how can i do this:
1. can i have 1 NUMERIC field on agent and customer interface and i cant send the ticket without fill it.
2. the possibility to allocate the ticket to my customer, i mean, my customer becomes the owner or responsible of the ticket.
hope you can help me.
thanks