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by kvytla
12 Apr 2018, 10:55
Forum: General
Topic: Dynamic field data not showing up in Agent Queue View
Replies: 6
Views: 793

Re: Dynamic field data not showing up in Agent Queue View

Process sample 1.PNG

Process sample 2.PNG
by kvytla
12 Apr 2018, 10:55
Forum: General
Topic: Dynamic field data not showing up in Agent Queue View
Replies: 6
Views: 793

Re: Dynamic field data not showing up in Agent Queue View

If you go in the ticket itself in the dynamic field panel, do you see it filled up there? Can you show us the config you did for the queue view to add it? Did you add the "dynamicfield_" before your field name in the config? Dynamic Filed.PNG Enabling DF in Queue view.PNG Process fields.P...
by kvytla
11 Mar 2018, 09:25
Forum: General
Topic: Dynamic field data not showing up in Agent Queue View
Replies: 6
Views: 793

Dynamic field data not showing up in Agent Queue View

Hello Everyone, We are using process management in otrs 5.0 for employee on boarding in the organization. I have created a workflow for the same and en\have created a dynamic field called joining date. We need to have this field to show data in the queue view so that the agent working on the que can...
by kvytla
15 Jul 2015, 07:50
Forum: Help
Topic: unable to create a State type in OTRS 4.0
Replies: 3
Views: 246

Re: unable to create a State type in OTRS 4.0

Hi Jojo,

I understand what you say here. There are chances that the existing states might get effected. However if i need more state types what should I do ??

Regards
Kiran Vytla
by kvytla
14 Jul 2015, 22:08
Forum: Help
Topic: unable to create a State type in OTRS 4.0
Replies: 3
Views: 246

unable to create a State type in OTRS 4.0

Hello Crythias, I am really happy that i can resort to u during such problematic scenarios :D . Issue: We are using OTRS 4.0.9 for both process management and ticket handling in our organization and we are in a bad situation when we are almost ready to launch the customer front end for the end users...
by kvytla
19 May 2015, 11:34
Forum: Help
Topic: [SOLVED] A dynamic field dependent on another one
Replies: 12
Views: 4181

Re: [SOLVED] A dynamic field dependent on another one

Hey I am trying to fix the same thing here. I have configured two dynamic fields in a process ticket (New Hire On boarding) as mentioned below. Dynamic field 1 Hardware Profile : Values for Dynamic Value 1 Engineers & Leads Managers Directors & above Dynamic field 2 Hardware Details Values f...
by kvytla
27 Apr 2015, 14:09
Forum: Help
Topic: [SOLVED]Unable to Create a new ticket in Process Management Workflow
Replies: 3
Views: 502

Re: [SOLVED]Unable to Create a new ticket in Process Management Workflow

Hi Folks,

Issue is resolved by changing the User ID value to 1. One has to look into the database manually to understand the value assigned in master table so that the value is generated in the child table to initiate the ticket as I have. :)

Regards
Kiran
by kvytla
15 Apr 2015, 16:27
Forum: Help
Topic: [SOLVED]Unable to Create a new ticket in Process Management Workflow
Replies: 3
Views: 502

[SOLVED]Unable to Create a new ticket in Process Management Workflow

Hello Everyone, Hope you are doing great. We as a company are trying to use OTRS 4.0 process management to implement the on boarding procedure. However I am trying to create a new ticket using the transition and transition actions and I receive the following error message> I have gone through the do...
by kvytla
07 Mar 2013, 13:13
Forum: Help
Topic: Missing Workorder Notification Icon after upgrade to 3.1.7
Replies: 4
Views: 354

Re: Missing Workorder Notification Icon after upgrade to 3.1

Can anyone sort this out for me.. please.. ??
by kvytla
27 Feb 2013, 12:10
Forum: Help
Topic: Missing Workorder Notification Icon after upgrade to 3.1.7
Replies: 4
Views: 354

Re: Missing Workorder Notification Icon after upgrade to 3.1

Yes I have But I have upgraded ITSM only. Will that cause any issues here ??
by kvytla
22 Feb 2013, 15:36
Forum: Help
Topic: Missing Workorder Notification Icon after upgrade to 3.1.7
Replies: 4
Views: 354

Re: Missing Workorder Notification Icon after upgrade to 3.1

Does anyone have a solution to this please ???
by kvytla
12 Feb 2013, 16:10
Forum: Help
Topic: Missing Workorder Notification Icon after upgrade to 3.1.7
Replies: 4
Views: 354

Missing Workorder Notification Icon after upgrade to 3.1.7

Hi , I have recently upgraded to ITSM 3.1.7 and the notification icon in the toolbar for work orders is missing. I have looked into both into Frontend::Agent::ToolBar Module for "ITSM change management" and "Ticket" in sysconfig however could not resolve the problem. I am the wor...
by kvytla
13 Dec 2012, 11:28
Forum: Help
Topic: Issue with SLA's bieng clocked
Replies: 1
Views: 182

Issue with SLA's bieng clocked

Hi Everyone, We have setup Sla's (non - Queue based) on the OTRS instance in our organization. The helpdesk is the place where services,SLA's and owners are assigned on tickets. SLA's - High - 3 working Hours Medium - 8 working Hours LOW - 24 working Hours The issue : When a user creates an email ti...
by kvytla
24 Sep 2012, 21:16
Forum: Help
Topic: Two Major Issues with OTRS configuration..Help !
Replies: 9
Views: 377

Re: Two Major Issues with OTRS configuration..Help !

Hi Cynthias, Reports are a major concern with my setup now. Can you please let me know how to pull reports for closed tickets. I have created a new state called reopen. Whenever a user replies to a closed ticket it goes into the reopen state after which the agent checks it resolves it and closes the...
by kvytla
18 Sep 2012, 14:23
Forum: Help
Topic: Two Major Issues with OTRS configuration..Help !
Replies: 9
Views: 377

Re: Two Major Issues with OTRS configuration..Help !

Like said in the above post i have tried using ticket accumulkation in reports and have escalated tickets for the past one month according to the report....however in reality I have 75 escalated tickets in otrs..please help on the same.
by kvytla
18 Sep 2012, 12:47
Forum: Help
Topic: Two Major Issues with OTRS configuration..Help !
Replies: 9
Views: 377

Re: Two Major Issues with OTRS configuration..Help !

Cynthias,

To avoid all this can we pause Sla on OTRS ??
by kvytla
18 Sep 2012, 10:37
Forum: Help
Topic: Two Major Issues with OTRS configuration..Help !
Replies: 9
Views: 377

Re: Two Major Issues with OTRS configuration..Help !

Please help me with the QUEUE vs Service based SLA as mentioned above :)
by kvytla
17 Sep 2012, 15:46
Forum: Help
Topic: Two Major Issues with OTRS configuration..Help !
Replies: 9
Views: 377

Re: Two Major Issues with OTRS configuration..Help !

My Current Version is OTRS 3.1.9 with ITSM 3.1.6
by kvytla
17 Sep 2012, 15:42
Forum: Help
Topic: Two Major Issues with OTRS configuration..Help !
Replies: 9
Views: 377

Two Major Issues with OTRS configuration..Help !

Hi Cynthias, I am really glad that I finally found someone who could help me on the below said issues. I am creating this post after spending hours on OTRS HUB for an answer. Please suggest a solution for the below mentioned issues. 1 . Escalation times vanish after we close a ticket. Reports do not...
by kvytla
22 Aug 2012, 20:40
Forum: General
Topic: Plugin for asset management
Replies: 6
Views: 864

Re: Plugin for asset management

We are using OCSNG and GLPI ..However can anyone suggest an Export /import trough CSV or something ..where in I import all the assets to OTRS and manually manage them atleast.

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