Re: [otrs] MRTG graphs?
Hi LD, what there is in stat modules that could not be accomplished as using MRTG ? try to let us know what is your goal. MV On Mon, Jun 28, 2010 at 6:44 PM, Luis Daniel Lucio Quiroz luis.daniel.lu...@gmail.com wrote: Hi all i wonder if otrs has capacity to display mtrg graphs out-of-the-box or by adding a module? Thanx LD - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Tickets and Updates
Hi Freundliche, Can you please give me a test postmaster filter template for accomplishing this. Thanks Siva On Fri, Jun 25, 2010 at 1:27 PM, Nils Leideck - ITSM nils.leid...@leidex.net wrote: Hi, On 25.06.2010, at 17:31, Siva Prasad wrote: If a ticket is created primarily in OTRS and if we get an update to the ticket..can we create a post master filter where the update received can be added as notes to the existing ticket This is done if there is the ticket number in the subject. Freundliche Grüße Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] otrs upgrade problem
Hi, I tried to upgrade from 2.04 to 2.4. I followed every steps but the problem after 2.1 version its breaks lot of thing. Is it really possible to very old 2.04 to 2.4. i 've lots of data. aroug 6 Gb posgres.sql. Or is that ovious that some thing will not work from previous version. -ekram - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Link services to queue when making phone/e-mail ticket
Hello, In the agent module I want to be able to show different services based on what queue the agent picked when creating a phone- or e-mail ticket. Example: Agent picks the Service Desk queue = Services shows: Computer, Printer, Hardware, Network, etc, etc. Agent picks the Infrastructure queue = Services shows: Server, Network, Security, etc, etc. Is this possible? Regards, Ulrich - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Inability to save tickets.
Because most of my customers do not have an e-mail address, I changed Kernel/Config.pm such that the customer user list field parameters read: CustomerUserListFields = ['first_name', 'last_name'], and commented out the !-- dtl:block:CustomerSearchAutoCompleteFromInvalid -- block in our custom template. However, this resulted in OTRS refusing to save any tickets until I restored the customer user list fields to: CustomerUserListFields = ['first_name', 'last_name', 'email'], even though as I mentioned almost none of the customer users in my environment have an e-mail address. Is there a way to return to the Firstname, Last name customer user list field set (discrding the pointless e-mail field) and still save tickets in OTRS? Robert McCarroll Systems Administration NYS Department of Civil Service - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] upgrade
hi when i migrate to new version should i create create the OTRS tables: --- shell mysql -u root -p otrs scripts/database/otrs-schema.mysql.sql Insert initial data: --- shell mysql -u root -p otrs scripts/database/otrs-initial_insert.mysql.sql Create foreign keys to other tables: shell mysql -u root -p otrs scripts/database/otrs-schema-post.mysql.sql after then insert the Old database and run script or i dont need to create those initial db while upgrade. -ekram - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] MRTG graphs?
Actually I like this idea as well. MRTG (or even better...Cacti) would be a nice way to have some historical ticket traffic graphs available. Not to say that Stats can't do it but it's just a different way of tracking trends over time. Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jlo...@caisoft.commailto:jlo...@caisoft.com Web: http://www.caisoft.com/blocked::http://www.cainetserv.com/ From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco Vannini Sent: Tuesday, June 29, 2010 3:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] MRTG graphs? Hi LD, what there is in stat modules that could not be accomplished as using MRTG ? try to let us know what is your goal. MV On Mon, Jun 28, 2010 at 6:44 PM, Luis Daniel Lucio Quiroz luis.daniel.lu...@gmail.commailto:luis.daniel.lu...@gmail.com wrote: Hi all i wonder if otrs has capacity to display mtrg graphs out-of-the-box or by adding a module? Thanx LD - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] MRTG graphs?
yes ok, but what exactly ? ticket/(h or d or w or m), ticket/queue, opened, closed, number of customer logins ? What about having a cronned stat that print csv output that cacti or mrtg could load ? On Tue, Jun 29, 2010 at 3:08 PM, Jason B. Loven jlo...@caisoft.com wrote: Actually I like this idea as well. MRTG (or even better…Cacti) would be a nice way to have some historical ticket traffic graphs available. Not to say that Stats can’t do it but it’s just a different way of tracking trends over time. Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jlo...@caisoft.com Web: http://www.caisoft.com/ *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Tuesday, June 29, 2010 3:07 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] MRTG graphs? Hi LD, what there is in stat modules that could not be accomplished as using MRTG ? try to let us know what is your goal. MV On Mon, Jun 28, 2010 at 6:44 PM, Luis Daniel Lucio Quiroz luis.daniel.lu...@gmail.com wrote: Hi all i wonder if otrs has capacity to display mtrg graphs out-of-the-box or by adding a module? Thanx LD - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Lock status of ticket in dashboard
On 06/28/2010 02:25 PM, Steve Clark wrote:
Hello,
Is there a way to indicate a ticket is locked in the dashboard view?
Or tell if a ticket is locked?
Can someone tell me where I can find out what data items are available?
If I put
td$QData{Owner}/td
in AgentDashboardTicketGeneric.dtl
it shows the owner of the ticket. I found this example in the otrs forum.
My question is did the person know to use Owner?
--
Stephen Clark
NetWolves
Sr. Software Engineer III
Phone: 813-579-3200
Fax: 813-882-0209
Email: steve.cl...@netwolves.com
www.netwolves.com
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[otrs] Cant create more than 2 sub-queues
Hi, I need help! I need to create a queue like: queue1 queue2 queue3 queue4 or queue1:queue2:queue3:queue4 But the problem is that when I try to create queue4 as a sub-queue of queue3, I cant It shows me only the first 2 queue to choose from. It doesnt show me queue3, altough it is created. Thanx in advance _ Hotmail es seguridad y confianza. Con el Filtro Anti Spam mejorado protegés tu cuenta. Ver más http://www.descubrehotmail.com/anti-spam.asp - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Cant create more than 2 sub-queues
Hi, On 29.06.2010, at 21:28, Alan Creed wrote: queue1 queue2 queue3 queue4 or queue1:queue2:queue3:queue4 But the problem is that when I try to create queue4 as a sub-queue of queue3, I cant It shows me only the first 2 queue to choose from. It doesnt show me queue3, altough it is created. Is queue3 set to valid or to invalid? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Cant create more than 2 sub-queues
Hi, queue3 is set to valid. seems like for some reason lvl3+ queues do not appear in the scrolllist to choose them. Im using OTRS 2.0.4. Thanx! From: nils.leid...@leidex.net Date: Tue, 29 Jun 2010 23:35:50 +0200 To: otrs@otrs.org Subject: Re: [otrs] Cant create more than 2 sub-queues Hi, On 29.06.2010, at 21:28, Alan Creed wrote: queue1 queue2 queue3 queue4 or queue1:queue2:queue3:queue4 But the problem is that when I try to create queue4 as a sub-queue of queue3, I cant It shows me only the first 2 queue to choose from. It doesnt show me queue3, altough it is created. Is queue3 set to valid or to invalid? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project _ Filtro Anti Spam mejorado de Hotmail. La forma más segura de proteger tu casilla. Ver más http://www.descubrehotmail.com/anti-spam.asp - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Cant create more than 2 sub-queues
Hi Alan, You might also want to try creating test tickets and moving at least one active ticket into each of your new queues. Then they should show when their parent has been selected. I know from experience that our system doesn't show a the queue if the queue has no tickets. Bryan On Tue, 2010-06-29 at 16:28 -0300, Alan Creed wrote: Hi, I need help! I need to create a queue like: queue1 queue2 queue3 queue4 or queue1:queue2:queue3:queue4 But the problem is that when I try to create queue4 as a sub-queue of queue3, I cant It shows me only the first 2 queue to choose from. It doesnt show me queue3, altough it is created. Thanx in advance __ Ahora Hotmail es un 70% más veloz. Acceder a tu casilla nunca fue tan rápido. Ver más - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Cant create more than 2 sub-queues
Hi, On 29.06.2010, at 23:48, Alan Creed wrote: Hi, queue3 is set to valid. seems like for some reason lvl3+ queues do not appear in the scrolllist to choose them. Im using OTRS 2.0.4. Wow, this is a very very old version of OTRS! You should consider to upgrade as it is difficult to troubleshoot that one without having such an old installation next to me ;-))) Can you verify this maybe as a bug on a testsystem with the same version? Btw: the current version is OTRS 2.4.7. I tested on 2.3 and 2.4 (GUI of course ;-)): mysql select id, name from queue order by name asc; +++ | id | name | +++ | 3 | Junk | | 6 | NOC| | 4 | Second Level | | 2 | Second Level::Raw | | 1 | Second Level::Raw::Postmaster | | 7 | Second Level::Raw::Postmaster::change requests | | 5 | Servicedesk| +++ 7 rows in set (0.00 sec) Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] ACL feature on OTRS are very poor. We need improvements!
At the company I work we don't use OTRS in production yet. We use another support software developed internally. OTRS has several features (specially problem, change and configuration management) that have no corresponding in the software we use and because of this I saw on OTRS a very good successor. Since I know OTRS power/features, I'm trying to convince my directors to adopt OTRS as our official support tool. Unfortunately, some basic but needed functionalities present in our current software (such those that would be achieved by hypothetical ACLs I've showed on http://bugs.otrs.org/show_bug.cgi?id=5498) don't exist in OTRS. Restrict customers options on frontend (we call customer guidance) during ticket opening process, using ACLs or whatever, is a primordial functionality for us. For sure, if we were already using OTRS in production, we would chose having this or other need done on a commercial base. 2010/6/28 Nils Leideck - ITSM nils.leid...@leidex.net: Hi, On 28.06.2010, at 19:25, Murilo Moreira de Oliveira wrote: As I've discussed on http://bugs.otrs.org/show_bug.cgi?id=5498, I and I think several other people need some improvements on ACL feature. It seems that bugs/improvements reported on bug tracker about ACLs take very long time to be fixed/implemented and, in my opinion, ACLs give the flexibility needed in a more complex production environment. Flexibility not reached only with options available on Sysconfig. Please, read my comments on bug tracker and give a feedback! I really need those functionalities until OTRS 3.0 release. I really like your ideas. If you would be fine with having this done on a commercial base - you said you “really need those functionalities” - I could think that the project could make this part of the standard framework maybe - not sure, but this way you would get your setup done. Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs-de] Antw: Kategorisierung von Tickets: Subqueues Oder andereVariante?
Hallo Florian, ist dieses Problem noch akut oder bereits gelöst? Man kann die Freitext-Felder nämlich auch so konfigurieren, dass sie eine Auswahlliste mit fest vorgegebenen Kategorien darstellen. Gruß Josef Penzkofer Florian Nold florian.n...@web.de 25.06.2009 23:36 Hallo zusammen, wir würden unsere eingehenden Tickets gerne nach verschiedenen Gruppen kategorisieren, um später über diese Kategorien statistische Auswertungen zu fahren. Hierzu hatten wir bisher den Ansatz diese Kategorien über Unterqueues abzubilden. Beispiel: Queue Betriebssysteme Unterqueues Windows Linux MacOS Unter-Unterqueues von Windows: Windows XP Windows Vista Prinzipiell geht das, aber in einem nächsten Schritt ist es geplant, unsere OTRS Installation auch für andere Agenten-Teams zu benutzen, die zwar dieselben oder ähnliche Kategorien verwenden sollen, aber NICHT auf die Tickets unsere (sub-)Queues zu greifen sollen. Wir müssten dann also für diese neuen Teams jeweils wieder neue Queues und Subqueues mit ähnlicher Struktur anlegen, was aufwändig ist. Gibt es eine bessere Möglichkeit, Tickets eine Queue zu kategorisieren? Die Freien Felder scheinen mir hierzu nicht geeignet, da wir gerne eine fixe Auswahl von Kategorien vorgeben würden. Vielen Dank Gruss F. Nold - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
