Search found 20 matches

by Paco
11 Dec 2015, 18:34
Forum: OTRS Developers
Topic: Ticket time accounted into ITSM Time Accounting integration [Rquest]
Replies: 0
Views: 762

Ticket time accounted into ITSM Time Accounting integration [Rquest]

Ticket and ITSM Time Accounting are indipendent modules of OTRS, but it would be very useful to record the time for closing a ticket into ITSM Time Accounting by selecting a project. There are many request about that and some consultants already made an integration, but I think this should be an OTR...
by Paco
11 Dec 2015, 17:32
Forum: General
Topic: time accounting stat
Replies: 9
Views: 1137

Re: time accounting stat

I have a commercial addon that allows the agent to select the project and doing in the ticket and that data is stored in timeaccounting. If you want, I can create a demosystem for you. Dear reneeb, I did more research and I am convinced that your solution is the simplest, especially because the Tim...
by Paco
09 Dec 2015, 10:55
Forum: General
Topic: time accounting stat
Replies: 9
Views: 1137

Re: time accounting stat

reneeb wrote:@Paco: Yes, it uses the TimeAccounting module...
Even if I was looking for a report, this integration is very interesting and should be inserted as a standard feature of OTRS. :D

Best Regards.
by Paco
25 Nov 2015, 11:32
Forum: General
Topic: time accounting stat
Replies: 9
Views: 1137

Re: time accounting stat

Now I am creating reports with Jaspersoft Studio but I do not know how to integrate them into OTRS, because agents need to verify the time spent directly into OTRS.
by Paco
23 Nov 2015, 12:59
Forum: General
Topic: time accounting stat
Replies: 9
Views: 1137

Re: time accounting stat

crythias wrote:You can record time each entry in OTRS. That can be sufficient for tracking. Reporting is a different issue, though.
We already use this field, with unit of measure minutes. The problem is it lacks a report that shows the time taken daily for each agent .
by Paco
23 Nov 2015, 12:40
Forum: General
Topic: time accounting stat
Replies: 9
Views: 1137

Re: time accounting stat

Dear Reneeb,

If I understand it , it is an integration between the two modules of ticketing and time accounting.
With this feature, when working on a ticket,we can also choose a project to account the time spent.
So we'll use the time accounting for reporting, right?

Regards.
by Paco
19 Nov 2015, 13:22
Forum: General
Topic: time accounting stat
Replies: 9
Views: 1137

Re: time accounting stat

I've found that the Time Accounting module can be used to keep track of how many hours an agent worked but it's NOT integrated with OTRS tickets.

Personally I do not like this solution because I can not ask my colleagues to record the same info twice.

I'd like to know your opinion.
by Paco
13 Nov 2015, 16:31
Forum: General
Topic: time accounting stat
Replies: 9
Views: 1137

time accounting stat

In statistics I need to show the time spent daily on avery ticket and the total time spent daily.

This could be a monthly or a weekly report. :D

Any suggestion?
by Paco
03 Nov 2015, 10:42
Forum: General
Topic: [Solved] How to manage tickets with more agents involved
Replies: 4
Views: 474

Re: How to manage tickets with more agents involved

Thanks crythias, obviously a ticket Cross-departmental can not have more agents and must be spliced ​​in independent tickets. I think you are referring to this: http://www.otrs.com/otrs-business-solution-feature/advanced-ticket-split/ But then the closing of the initial incident as it happens ? Rega...
by Paco
02 Nov 2015, 12:47
Forum: General
Topic: [Solved] How to manage tickets with more agents involved
Replies: 4
Views: 474

[Solved] How to manage tickets with more agents involved

In my company some tickets can involve multiple agents concurrently. For istance to repair a broken Server, it may require the participation of systems engineers hardware, systems engineers software and systems engineers network. Any idea on how we can manage these ticket?

Regards/ Francesco
by Paco
28 Oct 2015, 13:28
Forum: General
Topic: custom report
Replies: 0
Views: 300

custom report

Hello, the activities of our agents are: - tickets; - changes; - time accountig for projects. The time spent on various activities are included in their relatives modules of OTRS:ITSM. I need a report that makes the total time spent on the three modules . I'd like to know if it possible with the sta...
by Paco
30 Sep 2015, 11:44
Forum: Generale
Topic: [Solved] OTRS per inserire le registrazioni delle attività ITS
Replies: 2
Views: 5648

Re: OTRS per inserire le registrazioni delle attività ITS

Grazie Giulio, è proprio lo strumento giusto!

PS: Scusa il ritardo ma all'inizio non ci capivo molto, poi ho trovato un video che lo spiega e ho risolto.

Ciao.
by Paco
13 Mar 2015, 18:04
Forum: General
Topic: MSSQL Charset issue
Replies: 0
Views: 424

MSSQL Charset issue

We successfully installed OTRS 4 on Linux Debian with a remote MSSQL database: we can create agents, ticket etc. But if we try to install a module we get this error: Backend ERROR: OTRS-CGI-92 Perl: 5.14.2 OS: linux Time: Fri Mar 13 09:59:57 2015 Message: Invalid Package! RemoteAddress: 10.200.14.22...
by Paco
11 Mar 2015, 13:02
Forum: General
Topic: Defining ACL for Status in "Book ordering" sample process
Replies: 0
Views: 392

Defining ACL for Status in "Book ordering" sample process

Hello,

I need to define ACLs as explained in the admin manual at page n.214.

I.e. if the activity dialog is "Recording the demand" then Dynamicfield_Status should accept only the choice "Approval".

Do you know if is possible to define this ACL in graphical way?

Regards
Francesco
by Paco
06 Mar 2015, 17:17
Forum: Generale
Topic: Creazione process management OTRS 4 FREE
Replies: 1
Views: 4871

Re: Creazione process management OTRS 4 FREE

Caro Albo, Nel tuo caso la richiesta viene inserita compilando il form coi campi dinamici: Autore, ISBN, Status e Titolo e poi la transizione "Approval" dovrebbe verificare se Status=Approval per passare allo stato successivo, assegnandolo alla coda "Management". Se non passa all'attività seguente è...
by Paco
27 Feb 2015, 13:14
Forum: General
Topic: How to enter the EntityID code
Replies: 1
Views: 363

How to enter the EntityID code

Hello,

I'm creating some processes by defining Activities, Activity Dialogs, Transitions and Transition Actions.
I'd like to assign an EntityID for each entity as suggested in the admin manual, but I don't know how to.

Any suggestion?

Best Regards
Francesco
by Paco
16 Dec 2014, 12:38
Forum: General
Topic: How to install OTRS 4 on Windows using Xampp
Replies: 1
Views: 1169

How to install OTRS 4 on Windows using Xampp

Hello, I'd like to install OTRS 4 on Windows using Xampp. I found this tutorial: http://forums.otterhub.org/viewtopic.php?f=60&t=20797 But I can't find the download of otrs-3.1.15-win-installer-2.4.7.exe for OTRS 4.0.3. Should I wait for a while until it will be released or there is another procedur...
by Paco
16 Dec 2014, 09:51
Forum: General
Topic: How to use OTRS for recording activities ITS and time spent
Replies: 0
Views: 308

How to use OTRS for recording activities ITS and time spent

Hello, I would like to start using OTRS to enter activity ITS and time spent. The activities are mainly of the type: - Help desk - Changes to programs - Development of new Projects While Help Desk and Changes (ITSM Changes ) are provided in the version of OTRS 3.2.6 and OTRS 4.0.2, I can not figure ...
by Paco
10 Dec 2014, 12:16
Forum: Generale
Topic: [Solved] OTRS per inserire le registrazioni delle attività ITS
Replies: 2
Views: 5648

[Solved] OTRS per inserire le registrazioni delle attività ITS

Buongiorno, vorrei iniziare ad utilizzare OTRS per inserire le registrazioni delle attività ITS. Queste sono principalmente di tipo: - Chiamate di assistenza - Modifiche programmi - Sviluppo Progetti Mentre l'inserimento delle chiamate (Help Desk) e Modifica programmi (ITSM Change) sono previste nel...