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This feature add-on makes your escalation management more flexible and adjusts it according to your customers or to different service level agreements. Escalation types defined in **OTRS**, such as *First Response Time*, *Update Time*, and *Solution Time*, can be enhanced by creating new types and defining your own names and properties.
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Create a new ticket, choose a customer user (for this example we will call him John Doe), then choose the queue you have configured your template for. 创建一个新的工单,选择一个客户用户(在本例中,我们称他为John Doe),然后选择为其配置模板的队列。
If the customer user language is German, it should print *Sehr geehrte(r) John Doe,*. If it is set to Hungarian, you should see *Tisztelt Doe John!*. If your customer user has no language set or it is set to English, you will see *Dear John Doe,*. 如果客户的用户语言是德语,则应打印 *Sehr geehrte(r)John Doe,*。如果是匈牙利语的话,你会看到 *Tisztelt Doe John!*。 如果您的客户用户没有设置语言或设置为英语,您将看到 *Dear John Doe,*。
As you can see, conditions in templates can be very useful, but be careful to write correct Template Toolkit syntax. If you make mistakes there, you will get an error during choosing a template. 如您所见,模板中的条件非常有用,但要小心编写正确的 Template Toolkit 语法。 如果条件出错,那么在选择模板时就会出错。
For detailed instructions on how to write Template Toolkit code, refer to the `Template Toolkit User Manual <http://www.template-toolkit.org/docs/manual/index.html>`__. 有关如何编写 Template Toolkit 代码的详细说明,请参阅 `Template Toolkit 用户手册 <http://www.template-toolkit.org/docs/manual/index.html>`__。
Debugging Templates 调试模板
Writing Template Toolkit code is not too difficult compared to other languages. Nevertheless errors can occur as we are all just humans. To validate your template, open the ticket create or answer screen, where you have your templates configured to be used and choose a template. 与其他语言相比,编写 Template Toolkit 代码并不难。然而,错误也会发生,因为我们都是人。要验证您的模板,请打开工单创建或响应屏幕(您在其中配置了要使用的模板)并选择一个模板。
If you have mistakes in your Template Toolkit syntax, choosing a template will bring up an error screen that tell you about what went wrong and where to find the error. 如果您的代码有 Template Toolkit 语法错误,选择一个模板后会弹出一个错误屏幕,告诉您哪里出了问题以及在哪里找到错误。
Error Reason in Error Screen 错误屏幕中的错误原因
In this example the **OTRS** system informed us, that there was an unexpected token ``[`` in the line ``[% IF Data.OTRSTagData.TypeID == 1 [% %]``. A second opening bracket was entered inside the same Template Toolkit tag, which for sure is forbidden. 在本例中,**OTRS** 系统通知我们,在 ``[`` in the line ``[% IF Data.OTRSTagData.TypeID == 1 [% %]`` 行中有一个意外的标记 ``[``。在同一个Template Toolkit 标签中输入了第二个左括号,这肯定是禁止的。
To fix the error: 若要修复该错误:
Go back to the template editing screen. 返回模板编辑屏幕。
Edit the template and save it. 编辑模板并保存。
Start debugging the template again by creating or answering a ticket, till no more errors are found and your template comes up as desired. 通过创建或答复工单,再次开始调试模板,直到不再发现错误,并且您的模板按需要出现为止。
This package has no agent interface. 本软件包没有服务人员界面。
Advanced Escalations 高级的升级
This feature add-on makes your escalation management more flexible and adjusts it according to your customers or to different service level agreements. Escalation types defined in **OTRS**, such as *First Response Time*, *Update Time*, and *Solution Time*, can be enhanced by creating new types and defining your own names and properties. 这个功能插件使您的升级管理更灵活,并根据客户或不同的服务级别协议调整它。通过创建新类型并定义自己的名称和属性,可以增强 **OTRS** 中定义的升级类型,如 *首次响应时间*、*更新时间* 和 *解决方案时间*。
The *Ticket Escalation Types* option in the administrator interface enables you to define when escalations should: 管理员界面中的 *工单升级类型* 选项允许您定义何时升级:
start, 开始
stop, 停止
be suspended, 已挂起
be resumed 已恢复
and be restarted. 并已重启。
Ticket attributes, like its status or certain events like creating or answering a ticket, can be used as a trigger. For example, an escalation can start when a ticket is created, but the escalation can stop when the ticket is answered by the agent. If the status of a ticket is changed to *Pending Reminder*, the escalation is suspended, but if the status is changed back to *Open*, the escalation resumes. An up-to-date display of the escalation time left makes accurate service time management possible. 工单属性(如其状态或某些事件,如创建或响应工单)可以用作触发器。例如,可以在创建工单时启动升级,但是可以在服务人员响应工单时停止升级。如果工单的状态更改为 *挂起提醒*,则暂停升级,但是如果状态更改回 *处理中*,则继续升级。剩余升级时间的最新显示使精确的服务时间管理成为可能。
In the ticket view, the new widget *Escalation Information* appears. This shows through the use of different colors and numerical values whether or not: 在工单视图中,将显示新的小部件 *升级信息*。 通过使用不同的颜色和数值来表示是否:
the escalation time is still within the original timeframe (green), 升级时间仍在原始时间范围内(绿色),
the escalation time will run out soon (yellow), 升级时间很快就会用完(黄色),
the escalation is suspended (brown),
the escalation time has been reached, i.e. the ticket has escalated (red) or 已达到升级时间,即工单已升级(红色)或
escalation has been suspended or the ticket has been stopped (the window is no longer visible).
The *Ticket Escalation Type Bundle* option enables you to assign newly created escalation types to different customers or service level agreements. *工单升级类型组合包* 选项允许您将新创建的升级类型分配给不同的客户或服务水平协议。
The following scenarios can now be handled more flexibly with *Advanced Escalations*: 现在可以使用 *高级的升级* 更灵活地处理以下场景:

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English Chinese (Simplified)
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Source information

Source string location
../../content/advanced-escalations.rst:4
String age
a year ago
Source string age
a year ago
Translation file
locale/zh_CN/LC_MESSAGES/content.po, string 111