Hi,
Our requirement ist to inform our customer when we load a patch on their
productive environment. In order to log this information we have created two
new dynamic fields or type "article":
LoadInfo: if this is a "patch" or a "fullversion"
Approval: the name of the person that approved the pa
OTRS Version?
Summary: How can we provide a notification event of a new Article if
DynamicField_myField = [Some Value].
Short Answer: You can't.
Longer answer: If you need to inform the customer, send a reply.
On Thu, Mar 13, 2014 at 10:26 AM, Rudolf Bargholz
wrote:
> Hi,
>
>
>
> Our require
On 13.03.2014 15:37, Gerald Young wrote:
> OTRS Version?
>
> Summary: How can we provide a notification event of a new Article if
> DynamicField_myField = [Some Value].
>
> Short Answer: You can't.
>
> Longer answer: If you need to inform the customer, send a reply.
Or develop your own Perl module
Hi Gerald,
Sorry. Dumb to forget such an important detail.
OTRS Version: 3.3.5
We do send the customer a mail, but the auditors want the company to be able to
pull a list of the patches made, what the patches were for and who proved the
patch. I would love to be able to push off the work to th
As I'm learning more about the free ITSM add-on for OTRS, I'm finding that
it [should] properly address the issues of "who approves", impact,
notification, etc.
On Thu, Mar 13, 2014 at 11:37 AM, Rudolf Bargholz
wrote:
> Hi Gerald,
>
>
>
> Sorry. Dumb to forget such an important detail.
>
>
>
> O
Hi Sten,
Thanks for responding.
In the course of a ticket there could be more than one situation in which a
patch of the production software would be necessary, so there could be more
than one article in one ticket that indicates a patch was loaded.
In the customer interface they can see the a
Is there a way to move a ticket and write a note in one step? Currently
our agents have to write a note explaining the ticket and the move, then move
the ticket
to another queue = two steps.
Any way to make this one step?
-
OT
I’ve read that OTRS does not have this capability yet, but I wanted to
make sure - is there any way for us to set Age to how long ago the last action
(article) was made?
Also, is there a way to simply display the date instead of the age of the
ticket.
I am asked this question all the time by m
If you look for AgentTicketMove in SysConfig, you'll realize that Move can
be either a drop-down or a new window. If you choose new window, you'll be
able to write a note while moving the ticket
On 13 March 2014 14:09, Leah Kelly wrote:
> Is there a way to move a ticket and write a note in one
You may also enable queue on ViewNote from SysConfig.
On Thu, Mar 13, 2014 at 3:12 PM, Leonardo Certuche <
leonardo.certu...@itconsultores.com.co> wrote:
> If you look for AgentTicketMove in SysConfig, you'll realize that Move can
> be either a drop-down or a new window. If you choose new window
I am also interested in this. But shoot, as long as it doesn't break anything,
I'd be interested in the code change as well. Whatever it takes to get it
working.
Thanks,
--Mark
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Leah
Kelly
Sent
I don't think so, but then again, what's it going to do for you? If it's
important that a ticket hasn't been addressed in X amount of time, please
follow up, there at least the following ways to handle it:
1) Don't do it. Close tickets and let the client open them up.
2) Don't leave them open. Set
Agreeing with Gerald about the "Don't touch it/Don't do it", i can add that
you could simply modify the proper template in order to add a column like
"last action date" and populate it with the field of the database that
storest the last changed date (sorry, don't remember the name of the field
rig
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