Znuny and ((OTRS)) Community Edition

Hi, After the request of a manager, we arrived at a query that gave us the desired output. You have been asked to list all the queues in which each ticket has passed. the result was: Basically we get the first QUEUE (no MOVE Action) on ticket creation, and the rest, identify each queue with the time...

Hi there..

It look's like an easy notification setting:
On stateUpdate and Dynamic filed Update(identify the field) -Send Notification..

you can make 2 diferent notifications, one for each trigger.

Hey... I managed to get the info I need... just for reference.. if anyone need something similar.. select distinct(otrsprd.th.ticket_id),t.tn as 'Nº Ticket', q.name as Fila, t.title as Assunto, t.create_time as 'Data_Criação', th.create_time 'Passado a resolved em', s.name as Serviço from ticket_his...

HI, I am trying, without great success, to make a QUERY, where I want to get only the tikcet's that have not been moved to any QUEUE. The tickets are opened, by default in the Service Desk queue, and if they are resolved immediately (Fist Time Fix), they are not forwarded to any technical queues. I ...

Yep... thanks... That was my suspicion.. However, for now, the previous query that i posted is getting the job done.(adding + 1 hours of pivot tables im Excel...) As soon as i manage to get more time to search, maybe with temporary tables, just maybe, i can transform in the output that i want.. I'm ...

I have managed to advance whit another direction. get code on other, otterhub post, and change a little to my intent. My issue now is to separate the queue's by row.. SELECT th.id, ts.name state, t.tn as 'Ticket_Number', th.name fromto, th.create_time createtime, -- th.ticket_id ticket_id, COALESCE(...

Add -> t.tn as 'Ticket_Number', in the first select and LEFT JOIN ticket t ON t.id = th.ticket_id on the last from... we use: SELECT th.id, ts.name state, t.tn as 'Ticket_Number', th.name fromto, th.create_time createtime, -- th.ticket_id ticket_id, COALESCE((SELECT th2.create_time FROM ticket_histo...

Yes,
ACl's is the best way....
even to hide menu's from user/roles
Ex in attachment...

Hi, I have a challenge.. I'm trying to get by mysql the time tat one ticket spends on each queue, until state = closed: Example: -> Ticket 123456 -> Open on queue Entry after Xminutes moved to Queue Websphere -> Queue Websphere after X minutes moved to Queue Aproval -> Aproval state=closed after X m...