Re: otrs Digest, Vol 97, Issue 14 query unlocked Tickets with unanswered customer requests

Hi Georgios, thanks für you anwser.
The way you describe to me ist the first step I do.
First I see all unlocked Tickets. No Ticket is locked by an Agent.

So my Problem is, that the agents get no notification(yellow star in the
left Corner on top) when a costumer do a request of an unlocked ticket.
In my IT Department we have some "old" unlocked Tickets. And I want to
escalate these unlocked tickets when a costumer do more than Two request to
the unlocked tickets.

I hope I could explane it what i want to do.

Thanks in Advance
Marvin

2016-10-27 20:16 GMT+02:00 <[email protected]>:

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> Today's Topics:
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>    1.  How to query unlocked Tickets with unanswered customer
>       request (otrs otrs)
>    2. Re:  How to query unlocked Tickets with unanswered customer
>       request (Dimitrakakis Georgios)
>    3.  Phantom ticket ([email protected])
>    4.  Dynamic fields in AgentTicketCompose (Andr? Cavalcante)
>
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Tue, 25 Oct 2016 19:57:45 +0200
> From: otrs otrs <[email protected]>
> To: [email protected]
> Subject: [otrs] How to query unlocked Tickets with unanswered customer
>         request
> Message-ID:
>         <CAPfqst3meo6DDinJMU_LGDqTCBCXAReAZhCywoXN_0fH9-
> [email protected]>
> Content-Type: text/plain; charset="utf-8"
>
> Hi Folks, first of all, thanks evryone in advance how can help me.
>
> My Situation is, that i have round about 200 open and new Tickets.
> Not all of them are locked by an Agent.
>
> Now I want ot have an overview off all unlocked Tickets where the customer
> have done some request to the ticket.
> For example.
> A customer sends an request to our OTRS-System. But this request will not
> get locked by an Agent. Because there is so much work
> And after a while the same customer will send to the same ticket a request
> to get to know the state of work.
> But now one answer to him. And after a while he send the third request to
> the same tickets....and so one.
>
>
> Perhaps this could be done by a datanbase query. Hase anyone some
> experinece with that.
>
> Thanks a lot
> Bye Marvin
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> ------------------------------
>
> Message: 2
> Date: Wed, 26 Oct 2016 08:56:15 +0000
> From: Dimitrakakis Georgios <[email protected]>
> To: User questions and discussions about OTRS. <[email protected]>
> Subject: Re: [otrs] How to query unlocked Tickets with unanswered
>         customer request
> Message-ID: <[email protected]>
> Content-Type: text/plain; charset="utf-8"
>
> Hi Marvin,
>
> I am fairly new user of OTRS myself but I believe that you can do the
> following:
>
> As an agent that has access to all queues (where you supposed unlocked
> tickets are) go to : Tickets -> Status View
> Under ?open tickets? you can use the filter on the ?LOCK? column and
> search for ?lock? or ?unlock? tickets.
>
> Best regards,
>
> G.
>
>
>
> From: otrs [mailto:[email protected]] On Behalf Of otrs otrs
> Sent: Tuesday, October 25, 2016 8:58 PM
> To: [email protected]
> Subject: [otrs] How to query unlocked Tickets with unanswered customer
> request
>
> Hi Folks, first of all, thanks evryone in advance how can help me.
>
> My Situation is, that i have round about 200 open and new Tickets.
> Not all of them are locked by an Agent.
>
> Now I want ot have an overview off all unlocked Tickets where the customer
> have done some request to the ticket.
> For example.
> A customer sends an request to our OTRS-System. But this request will not
> get locked by an Agent. Because there is so much work
> And after a while the same customer will send to the same ticket a request
> to get to know the state of work.
> But now one answer to him. And after a while he send the third request to
> the same tickets....and so one.
>
>
> Perhaps this could be done by a datanbase query. Hase anyone some
> experinece with that.
>
> Thanks a lot
> Bye Marvin
>
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> ------------------------------
>
> Message: 3
> Date: Wed, 26 Oct 2016 14:25:39 +0000
> From: <[email protected]>
> To: <[email protected]>
> Subject: [otrs] Phantom ticket
> Message-ID:
>         <[email protected]>
> Content-Type: text/plain; charset="us-ascii"
>
> All;
>
> Last week I made a network topology change that temporarily broke OTRS'
> email abilities (it had no route to the email server).
>
> After fixing the networking issues I sent an email to OTRS to verify that
> everything was working correctly.  OTRS behaved as predicted, and all was
> right with the world.
>
> However, ever since then we have been receiving a spurious ticket at 12:10
> (+/- 10 seconds or so), which has as its body the complete text the test
> email, including SMTP headers and raw encoding.
>
> I have tried rebooting OTRS' server, with no luck.  I have not tried to
> Google the issue, as I don't feel my Google Fuu is up to trying to explain
> the situation to Google search.
>
> Does anyone have any suggestions on next steps to correct this behavior?
>
> CentOS 7 / Apache 2.4.6
> OTRS 5.0.11
> ITSM GC 5.0.11
> ITSM Core 5.0.11
> ITSM Change Management 5.0.11
> ITSM Configuration Management 5.0.11
>
> Thank you,
>
> Dominic L. Hilsbos, MBA, CSDA
> Director - Information Technology
> Perform Air International Inc.
>  www.PerformAir.com
>
>
>
>
> ------------------------------
>
> Message: 4
> Date: Thu, 27 Oct 2016 15:16:37 -0300
> From: Andr? Cavalcante <[email protected]>
> To: "User questions and discussions about OTRS." <[email protected]>
> Subject: [otrs] Dynamic fields in AgentTicketCompose
> Message-ID:
>         <CAEaK_YEsF33uXnZU2Sr7GrODt=vWH=dRN=r2x2R_BxbKHK4kcw@mail.
> gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> Hi there,
>
> I'm currently using OTRS 4. I want my clients to fill a form after the
> ticket is opened.
>
> I wonder if is it possible to Dynamic fields in AgentTicketCompose and how
> to do it.
>
> Thanks
>
> --
> *Andr? Luiz C. e Cavalcante, PMP, PRINCE2*
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