Search found 18 matches
- 15 Jun 2012, 09:15
- Forum: Help
- Topic: SLA and notification
- Replies: 5
- Views: 1618
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...
- 13 Jun 2012, 14:58
- Forum: Help
- Topic: SLA and notification
- Replies: 5
- Views: 1618
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
Thanks again
- 13 Jun 2012, 09:12
- Forum: Help
- Topic: SLA and notification
- Replies: 5
- Views: 1618
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 high...
- 11 Jun 2012, 11:28
- Forum: Generale
- Topic: escalation e sla
- Replies: 2
- Views: 50276
Re: escalation e sla
Inoltre, esiste l'escalation time sia della coda che dello sla, come si relazionano?
grazie
grazie
- 08 Jun 2012, 14:08
- Forum: Generale
- Topic: escalation e sla
- Replies: 2
- Views: 50276
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
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
- 24 May 2012, 14:13
- Forum: Help
- Topic: time per customer
- Replies: 2
- Views: 814
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
Thank you
- 22 May 2012, 14:24
- Forum: Help
- Topic: TimeAccounting menu
- Replies: 3
- Views: 1087
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
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
- 22 May 2012, 14:01
- Forum: Help
- Topic: time per customer
- Replies: 2
- Views: 814
time per customer
Hi all,
is there a way to get how much time an agent spent on a customer?
thank you very much
is there a way to get how much time an agent spent on a customer?
thank you very much
- 18 May 2012, 16:48
- Forum: Help
- Topic: TimeAccounting menu
- Replies: 3
- Views: 1087
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
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
- 27 Sep 2011, 15:22
- Forum: Help
- Topic: [SOLVED] Agents notification new customer
- Replies: 5
- Views: 2180
Re: [SOLVED] Agents notification new customer
Found the problem, charset was wrong:
LayoutObject->{UserCharset}
instead of
$Self->{LayoutObject}->{UserCharset}
ty.
LayoutObject->{UserCharset}
instead of
$Self->{LayoutObject}->{UserCharset}
ty.
- 27 Sep 2011, 14:18
- Forum: Help
- Topic: [SOLVED] Agents notification new customer
- Replies: 5
- Views: 2180
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 ...
- 27 Sep 2011, 13:49
- Forum: Help
- Topic: [SOLVED] Agents notification new customer
- Replies: 5
- Views: 2180
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
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
- 27 Sep 2011, 10:34
- Forum: Assistenza
- Topic: notifica agenti nuova registrazione cliente
- Replies: 1
- Views: 2614
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 es...
- 23 Sep 2011, 11:23
- Forum: Help
- Topic: [SOLVED] Agents notification new customer
- Replies: 5
- Views: 2180
[SOLVED] Agents notification new customer
Hi all,
how do I notify agents that a new customer has self-registrated?
Thanks a lot
how do I notify agents that a new customer has self-registrated?
Thanks a lot
- 30 Aug 2011, 11:39
- Forum: Come devo fare
- Topic: lingua [RISOLTO]
- Replies: 3
- Views: 3047
Re: lingua [RISOLTO]
ok sorry era il browser.
Grazie mille
Grazie mille
- 30 Aug 2011, 10:38
- Forum: Come devo fare
- Topic: lingua [RISOLTO]
- Replies: 3
- Views: 3047
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
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
- 30 Aug 2011, 10:17
- Forum: Come devo fare
- Topic: lingua [RISOLTO]
- Replies: 3
- Views: 3047
lingua [RISOLTO]
Ciao a tutti,
pur avendo impostato in Config.pm le linee:
continuo a vedere tutto in inglese. Suggerimenti?
Grazie mille
pur avendo impostato in Config.pm le linee:
Code: Select all
$Self->{DefaultLanguage} = 'it';
$Self->{DefaultUsedLanguage} = 'it';
Grazie mille
- 23 Feb 2011, 18:04
- Forum: Help
- Topic: preventing users to type index.pl
- Replies: 1
- Views: 1290
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
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