Znuny and ((OTRS)) Community Edition

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...

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...

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.

Best Regards.

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.

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 .

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.

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.

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.

Any suggestion?

Thanks!

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...

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

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...

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.

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...

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

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...

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

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 proc...

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 ...

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...