Hello everyone,
I have been trying to create a ticket type but I don't find where I have to do it.
What I want is to create a ticket type "on hold" "waiting for customer" or similar, where the ticket time stops. Is it possible?
I have another question... in which report can I see the total time of a ticket?
Many thanks!
Create new ticket type
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Re: Create new ticket type
I think what you need is a pending status (already available), not a new ticket type (tickets types are not meant for that).
To stop SLA clock for a ticket while pending, you have to install a add on from Znuny called Znuny4OTRS-EscalationSuspend.
Install the repo add on first, and then that other add on will be available for install.
https://znuny.com/#!/znuny4otrs
To stop SLA clock for a ticket while pending, you have to install a add on from Znuny called Znuny4OTRS-EscalationSuspend.
Install the repo add on first, and then that other add on will be available for install.
https://znuny.com/#!/znuny4otrs
Samuel
Znuny 6.3.4 | OTRS 5.0.17
OS: Debian 11 | CentOS 6.5
Database: Postgres | Oracle 12.1
Number of agents: 450 | Number of customers: 20000 | Number of CIs: 30000
Znuny 6.3.4 | OTRS 5.0.17
OS: Debian 11 | CentOS 6.5
Database: Postgres | Oracle 12.1
Number of agents: 450 | Number of customers: 20000 | Number of CIs: 30000
Re: Create new ticket type
Hi,
you need pending states. And (commercial) addons.
for example
https://www.otrs.com/otrs-business-solu ... n-suspend/
Florian
you need pending states. And (commercial) addons.
for example
https://www.otrs.com/otrs-business-solu ... n-suspend/
Florian
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OTRS 8 auf Debian 11 (Test)
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OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
Re: Create new ticket type
nedmaj wrote:I think what you need is a pending status (already available), not a new ticket type (tickets types are not meant for that).
To stop SLA clock for a ticket while pending, you have to install a add on from Znuny called Znuny4OTRS-EscalationSuspend.
Install the repo add on first, and then that other add on will be available for install.
https://znuny.com/#!/znuny4otrs
Thanks for the info! I have installed the plugin and I will test it in the next days.
On the other hand, in which report can I see total time of a ticket? I mean... I want to see how many hours a ticket has been in open state.
Re: Create new ticket type
Hi,
to achieve your goal
https://www.otrs.com/otrs-business-solu ... calations/
You might use direct SQL queries, too.
regards
Florian
AFAIK this is not possible with the statistic module. There is a commercial addon with freely selectable history entriesuserICN2 wrote:
On the other hand, in which report can I see total time of a ticket? I mean... I want to see how many hours a ticket has been in open state.
to achieve your goal
https://www.otrs.com/otrs-business-solu ... calations/
You might use direct SQL queries, too.
regards
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
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Re: Create new ticket type
That's nonsense, with SQL queries the calendar settings are not honored.wurzel wrote:Hi,
You might use direct SQL queries, too.
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: Create new ticket type
Hi,
you should be able to query via SQL the ticket history table including time stamps.
And from this count your ticket state open time.
I never said, this would be easy. But this is possible.
For myself, I don't have the knowledge to do this.
Cheers
Florian
you should be able to query via SQL the ticket history table including time stamps.
And from this count your ticket state open time.
I never said, this would be easy. But this is possible.
For myself, I don't have the knowledge to do this.
Cheers
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.