Hmm- I set the Escalation values (First Response, Update time, Solution time) to 'empty' (putting in zero gives me a divide by zero error) on one of my queues to test if that would remove the messages from my view, but it doesn't. Does that impact newly created tickets and not old ones?
So is there a section of the documentation that talks about use of the system messages and how they work? -Sarah -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Alexander Halle Sent: Monday, September 21, 2009 9:23 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Newbie questions Sarah Baker wrote: [...] > Can you point me in the direction of any documentation to explain why > these show up for every ticket and don't go away until the ticket is > closed? How can I control it? Hello Sarah, please check your queue settings, I think you have set times for response time, update time and solution time. For the beginning you could deactivate these features by setting them to 0 minutes until you need them. [...] > I've also another question on how best to use OTRS for > activities/tasks that aren't really from the user base, but internal > tasks. When in previous companies we used bugzilla or JIRA as a 'help > desk' ticket system - it was easy to set tasks that were (internally > generated) and manage them together with user requests and add > prioritization, deadlines, etc . I don't find any way thusfar to do this > within OTRS, is it just the wrong tool for the job? Any information you > can point me to is appreciated First I would create a separate queue for them. Under the user preferences each user can select its ("his" ? Sorry for my bad English.) queues to form a virtual queue named "My Queues". then you can see all tickets but with the queue as an additional information like "internal". In my opinion OTRS is very flexible due to its composition and license. That's why I think it can be the right tool for you, but you need a workflow concept since there are several right ways to work with OTRS. I hope that I helped you, feedback is appreciated. Regards Alexander Halle -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
