[otrs] Reports for accounting and setup best practices for multiple customers

Hi, I use otrs for almost 1.5 years and I like it a lot. I recently upgrade my 3.3.12 installation to 4.0.8. We now only have 1 queue for 1 internal department. This will change as we will now support more departments. This means there will be a need to report on the time spent on tickets per d

Re: [otrs] Reporting for accounting and setup best practices for multiple customers

Hi, you can setup SLA on two different ways: QUEUE-based and SLA-based If you setup it queue-based you will have only one SLA for this queue, which means all your request within this queue are based on the same accounting etc. If you use SLA-based setup then you can define different SLAs for diff

[otrs] AgentTicketQueue to display locked tickets also by default?

Hi, We are two people coordinating the work of 14 first and second line support employees. We would like to be able to dive into a specific queue like "Printers" and see what is going on in there. If we use the AgentTicketQueue view we get all the open tickets, but we need to see the locked ticke

[otrs] Bulk exporting tickets/articles to email

Hello, I need to export multiple tickets selected via generic agent process to plain .eml format. I know the generic agent allows to run ticket commands/custom modules, however it's unclear to me how to proceed. Would someone please be so kind to provide an example ? What I need is to export all t