Znuny and ((OTRS)) Community Edition

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...

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

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...

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

grazie

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

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

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

Hi all,

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

thank you very much

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

Found the problem, charset was wrong:

LayoutObject->{UserCharset}

instead of

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

ty.

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 ...

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

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...

Hi all,

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

Thanks a lot

ok sorry era il browser.

Grazie mille

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

Ciao a tutti,

pur avendo impostato in Config.pm le linee:
continuo a vedere tutto in inglese. Suggerimenti?

Grazie mille

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