Znuny and ((OTRS)) Community Edition

Hi all, I've been studying ITIL for a couple of month and I'm working on improve (or create) our incident and problem management processes. We've been using OTRS for a couple of years now but only receiving tickets, we use 2 queue only (one for IT Support and one for Apps Development teams). Having ...

Hi all, I know this is more a question about best practice than a question about OTRS, but I recently install the ITSM module and start feeding the CMDB with out network device. Right now I'm updating our naming convention too, but I want to know how to manage a CI replace? for example: If I have a ...

Yes, but none of them sets the Reponsible.

Hi, I think this is something a did in the past, but I can't find/remember how to do it. When customers create a ticket using the Customer Interface, the ticket is created with an specific agent as the Responsible. The problem is that agent isn't here anymore, and I want another agent as the default...

I want to add this: When I first create the Notification, it send the message to the customer, but fail the next time, until I create again the notification.

Hi, I have created a Ticket Notification based on the update of a dynamic field. This Dynamic Field is updated when a ticket process get to its last step. This notification shoud be sent to the agent who owns the ticket and to the customer of the ticket. The problem is that the notification is only ...

This depends on what you have configured. By default the OTRS logs into Syslog. On Debian/Ubuntu the syslog can be found at /var/log/syslog, on CentOS it is /var/log/messages You may need to change the "MinimumLogLevel" in SysConfig to debug. Thanks, I could find the parameter missing (Hi...

Thanks for your reply,
where can I find the logs?

Hi I'm creating a Process in OTRS 5, so far everything is working fine. I want to create an external-note in the ticket when when the process pass to the last activity. I have create the Transition Action with this parameters: Transition Action Module: TicketArticleCreate Key: ArticleType = note-ext...

Hi, Is there a way to preserve the ticket escalation info after the ticket is closed? I want to create a report from last month's closed tickets and I would like to know which of those closed tickets were escalated by first response or solution time, but when the ticket is close that information see...

Hi all, I'm managing ticket's priority using SLA, because with SLA I can change escalation times, something Priority can't do. I would like to change the SLA of a ticket when the solution time expire. For example, I have definied that tickets with SLA "Low" have a solution time of 24 hours...

Buenas tardes, Tengo definifos 3 SLA: prioridad baja, prioridad media y prioridad baja. Quisiera que si un ticket con SLA "prioridad baja" o "prioridad media" alcanza su tiempo de solución sin ser resuelto, se le asigne como dueno a un agente especifico y como responsable a otro ...

Hi and Thanks for you reply,
is there a property to know if it is an Agent? Something like "Agent=0"?

Hi all, I have created a couple of ACLs to hide some queues from customers, queues like "network" and "infraestructure" that we want that only agents could create tickets on those queues. The ACL works perfectly on the customer page (/otrs/customer.pl), the problem is that those ...

Hi all, I'm receiving tow emails every five minutes or so from OTRS with the subject " OTRS Scheduler Daemon Cron: TicketUnlockTimeout " and " OTRS Scheduler Daemon Cron: EscalationCheck ". This is the contend of the messages: ERROR: OTRS-otrs.Console.pl-Maint::Ticket::Escalation...

Buenas tardes, estoy trabajando en la implementacion de OTRS para el departamento de IT de la empresa donde trabajo, hasta ahora todo bien con las colas, servicios, SLA y demás. Lo que quisiera ahora es poder generar reportes para dar seguimiento a los agentes mensualmente. Por ejemplo, me gustaría ...

Hola yagide y gracias por tu respuesta, probe el codigo que me enviaste copiando en el archivo CustomerTicketMessage.tdl en la ultima seccion de script como dices, pero no me funiona, esto es lo que tengo: <!-- dtl:js_on_document_complete --> <script type="text/javascript"> Core.Customer.I...

Thanks for your reply,
What I'm planning to do is define 3 SLA, same as the priorities that we have defined, then attach all services to the 3 SLA's. The agent in charge to assign the owner of the ticket will also define the priority and SLA for the ticket.

Do think this could work?
Regards.

Hi All, It is possible escalate tickets based on priority? If not, can I make an ACL that select an SLA for a ticket based on the priority of the ticket? I would like, for example, if an agent set a ticket to "High Priority" the ticket's SLA change to a determinated SLA with the Escalation...

Hi,
I set the closing note to "not mandatory" here:

"Sysconfig-->Ticket::Frontend::AgentTicketClose###NoteMandator" change it to "no" to close the ticket without note.

Regards,
Amedina

Hola, entre aqui para preguntar lo mismo y me encontre con tu pregunta, encontraste la solucion? Segun vi en un post actualmente no se puede. Estoy pensando hacerlo con los SLA, que si se pueden definir diferentes tiempos en base al SLA del ticket, creo que quizas se pueda hacer un ACL para que cuan...

Buenas tardes, estoy trabajando en implementar OTRS en la compania donde trabajo, veo que cuando se crea el ticket a través del site de cliente el asunto es obligatorio para poder grabarlo. He definido ya los diferentes servicios que los usuarios seleccionarían, y me gustaría saber si es posible cre...