Search found 18 matches

by giorg
15 Jun 2012, 09:15
Forum: Help
Topic: SLA and notification
Replies: 5
Views: 538

Re: SLA and notification

Hi, thank you again for your answer. What you say sounds good to me, what I'm saying is that here: http://blog.otrs.org/2011/09/22/otrs-tips-tricks-ticket-escalations-part-one-queue-based-escalations/ and here: http://www.otrs.com/open-source/community-news/tips-and-tricks/ticket-escalations-part-tw...
by giorg
13 Jun 2012, 14:58
Forum: Help
Topic: SLA and notification
Replies: 5
Views: 538

Re: SLA and notification

Hi and thanks for you answer. The manual didn't say a word about cron jobs, and that shouldn't be related to unlock tickets, right? Version is 3.0.10 on Ubuntu.

Thanks again
by giorg
13 Jun 2012, 09:12
Forum: Help
Topic: SLA and notification
Replies: 5
Views: 538

SLA and notification

Hi, I did follow the guide and enabled services and SLA. I defined 3 SLA, with "notify by" at 50% for each escalation. Now, from the guide: "When a ticket escalates, a few things happen: The ticket appears in the Escalated Tickets window of the Dashboard, making escalated tickets highly visible even...
by giorg
11 Jun 2012, 11:28
Forum: Generale
Topic: escalation e sla
Replies: 2
Views: 14925

Re: escalation e sla

Inoltre, esiste l'escalation time sia della coda che dello sla, come si relazionano?

grazie
by giorg
08 Jun 2012, 14:08
Forum: Generale
Topic: escalation e sla
Replies: 2
Views: 14925

escalation e sla

Salve a tutti,

qualcuno mi potrebbe spiegare come funziona il ticket escalation, se si possono impostare allarmi? Non mi è chiaro il funzionamento. Inoltre anche degli sla, non riesco a capire bene come funzionano.

Grazie mille
by giorg
24 May 2012, 14:13
Forum: Help
Topic: time per customer
Replies: 2
Views: 276

Re: time per customer

nobody on this topic? it looks strange to me that there is no way to get the time an agent spent on a customer.

Thank you
by giorg
22 May 2012, 14:24
Forum: Help
Topic: TimeAccounting menu
Replies: 3
Views: 462

Re: TimeAccounting menu

Hi Thomas,

thank you very much for your answer. Is there a way to connect TA with the tickets? I need to understand how much time an agent spend on a customer.

thank you again
by giorg
22 May 2012, 14:01
Forum: Help
Topic: time per customer
Replies: 2
Views: 276

time per customer

Hi all,

is there a way to get how much time an agent spent on a customer?

thank you very much
by giorg
18 May 2012, 16:48
Forum: Help
Topic: TimeAccounting menu
Replies: 3
Views: 462

TimeAccounting menu

Hi all,

from the backend I did install TimeAccounting extension, but even after logout and login again, the TimeAccounting menu is not shown. In the package manager is shown that the extension is installed.

What am I doing wrong?

many thanks
by giorg
27 Sep 2011, 15:22
Forum: Help
Topic: [SOLVED] Agents notification new customer
Replies: 5
Views: 1033

Re: [SOLVED] Agents notification new customer

Found the problem, charset was wrong:

LayoutObject->{UserCharset}

instead of

$Self->{LayoutObject}->{UserCharset}

ty.
by giorg
27 Sep 2011, 14:18
Forum: Help
Topic: [SOLVED] Agents notification new customer
Replies: 5
Views: 1033

Re: Agents notification new customer

true, I'll keep that in mind. My problem is I did put that code in InterfaceCustomer.pl, right after the message "New account has been created...". I also modified a little that message to debug, to be sure I was in the right place. In fact I saw the modified message, but the mail did not start, not...
by giorg
27 Sep 2011, 13:49
Forum: Help
Topic: [SOLVED] Agents notification new customer
Replies: 5
Views: 1033

Re: Agents notification new customer

Hi,

ty for answering. I was more interested in something like this:

http://forums.otrs.org/viewtopic.php?f=37&t=5870

tried to use that code but didnt work, watching the maillog is like ignored... any tip?

Tyvm
by giorg
27 Sep 2011, 10:34
Forum: Assistenza
Topic: notifica agenti nuova registrazione cliente
Replies: 1
Views: 1493

notifica agenti nuova registrazione cliente

Ciao, vorrei poter notificare gli agenti quando un nuovo cliente si registra al sistema. Ho provato a seguire: http://forums.otrs.org/viewtopic.php?f=37&t=5870 ma sembra che non funzioni, l'ho messo subito dopo l'output "nuovo account creato" modificando anche un po' quel testo, per essere sicuro ch...
by giorg
23 Sep 2011, 11:23
Forum: Help
Topic: [SOLVED] Agents notification new customer
Replies: 5
Views: 1033

[SOLVED] Agents notification new customer

Hi all,

how do I notify agents that a new customer has self-registrated?

Thanks a lot
by giorg
30 Aug 2011, 11:39
Forum: Come devo fare
Topic: lingua [RISOLTO]
Replies: 3
Views: 1395

Re: lingua [RISOLTO]

ok sorry era il browser.

Grazie mille
by giorg
30 Aug 2011, 10:38
Forum: Come devo fare
Topic: lingua [RISOLTO]
Replies: 3
Views: 1395

Re: lingua

Ciao,

grazie mille per la risposta. In effetti le mie preferenze personali erano impostate su inglese, però ad esempio la pagina di login per i clienti è anche quella in inglese: non è possibile impostarla per default in ita?

Grazie di nuovo
by giorg
30 Aug 2011, 10:17
Forum: Come devo fare
Topic: lingua [RISOLTO]
Replies: 3
Views: 1395

lingua [RISOLTO]

Ciao a tutti,

pur avendo impostato in Config.pm le linee:

Code: Select all

$Self->{DefaultLanguage} = 'it';
$Self->{DefaultUsedLanguage} = 'it';
continuo a vedere tutto in inglese. Suggerimenti?

Grazie mille
by giorg
23 Feb 2011, 18:04
Forum: Help
Topic: preventing users to type index.pl
Replies: 1
Views: 665

preventing users to type index.pl

Hey guys,

is it possibile to achieve that a user should not type in index.pl after the address of the site? I tried the DirectoryIndex's Apache directive but it doesn't work...

thank you very much