[otrs] Force user to update escalated ticket first

[Branislav Brna]

Hello,
in our company we have been using OTRS for several years. A long time ago
we have been using feature of it that basically brought in front each
escalated ticket and agents were unable to do anything else till the ticket
got updated. Now we would like to enable this again, but I am having really
hard time remembering what needs to be enabled to allow this behavior.
Could someone help me with this?


Thanks

WIth regards
Branislav Brna
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Re: [otrs] Force user to update escalated ticket first

[Branislav Brna]

OK so I looked around and found this behavior described in admin manual of
OTRS 2.4:

"If a ticket is escalated, no other tickets are displayed for the queue
containing the escalated ticket. The escalated ticket has to be locked
first. The escalation of tickets ensures that tickets must be considered
after they have reached a given age."

But sadly I dont see anything about this in OTRS 3.

Is this still possible to achieve somehow?

With regards
Branislav Brna


On 20 January 2016 at 09:07, Branislav Brna 
wrote:

> Hello,
> in our company we have been using OTRS for several years. A long time ago
> we have been using feature of it that basically brought in front each
> escalated ticket and agents were unable to do anything else till the ticket
> got updated. Now we would like to enable this again, but I am having really
> hard time remembering what needs to be enabled to allow this behavior.
> Could someone help me with this?
>
>
> Thanks
>
> WIth regards
> Branislav Brna
>
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Re: [otrs] Phone call - article visbility?

[Nick Bright]

On 1/14/2016 1:13 PM, Gerald Young wrote:
Kindly modify the value in the field and provide feedback if it 
provides the result you seek.


On Thu, Jan 14, 2016 at 1:32 PM, Nick Bright > wrote:


On 1/7/2016 4:11 PM, Gerald Young wrote:

SysConfig


  Ticket::Frontend::AgentTicketPhoneInbound###ArticleType in


  Ticket::Frontend::AgentTicketPhoneOutbound###ArticleType


Might be phone-internal. I haven't tried it but it's a possible
option.


Maybe the question should be why don't I have a "phone-internal"
type, then.

I changed the value, but how can I ensure that phone-internal is a valid 
type?


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Re: [otrs] Phone call - article visbility?

[Nick Bright]

On 1/20/2016 10:13 AM, Nick Bright wrote:

On 1/14/2016 1:13 PM, Gerald Young wrote:
Kindly modify the value in the field and provide feedback if it 
provides the result you seek.


On Thu, Jan 14, 2016 at 1:32 PM, Nick Bright > wrote:


On 1/7/2016 4:11 PM, Gerald Young wrote:

SysConfig


  Ticket::Frontend::AgentTicketPhoneInbound###ArticleType in


  Ticket::Frontend::AgentTicketPhoneOutbound###ArticleType


Might be phone-internal. I haven't tried it but it's a possible
option.


Maybe the question should be why don't I have a "phone-internal"
type, then.

I changed the value, but how can I ensure that phone-internal is a 
valid type?
It apparently isn't valid, because three agents just asked me why they 
can't update tickets!


--
---
-  Nick Bright-
-  Vice President of Technology   -
-  Valnet -=- We Connect You -=-  -
-  Tel 888-332-1616 x 315 / Fax 620-331-0789  -
-  Web http://www.valnet.net/ -
---
- Are your files safe?-
- Valnet Vault - Secure Cloud Backup  -
- More information & 30 day free trial at -
- http://www.valnet.net/services/valnet-vault -
---

This email message and any attachments are intended solely for the use of the 
addressees hereof. This message and any attachments may contain information 
that is confidential, privileged and exempt from disclosure under applicable 
law. If you are not the intended recipient of this message, you are prohibited 
from reading, disclosing, reproducing, distributing, disseminating or otherwise 
using this transmission. If you have received this message in error, please 
promptly notify the sender by reply E-mail and immediately delete this message 
from your system.

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[otrs] OTRS 5 AD Integration

[Sujeeva Tissaarachchi]

Dear Friends,
Has any one integrated OTRS 5 or 4 with Microsoft Active Directory?
 Best Regards,
Sujeeva Tissaarachchi -
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