[otrs] [SPAM] LOW * Re: Respond without locking

[Nils Breunese (Lemonbit)]

Lars Jørgensen wrote:

Is it possible to compose an email response to an unlocked ticket  
without becoming the owner?


Yes, just google it: http://www.mail-archive.com/otrs@otrs.org/msg19793.html 
 You might need to disable the locking requirement in quite a lot of  
places. I wouldn't recommend a setup like this though. Locking is a  
big part of the point of using a trouble ticket system in the first  
place.


Nils Breunese.
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[otrs] Moving to the "mother" queue when no response

[Ronaldo Richieri]

Hi!

My name is Ronaldo. I'm new to OTRS and I'm planning to put it to work to
handle the tickets generated by the site of my company (contact form).

We here a structur of sales team and the queues in our otrs that reflects
this is the following:

Raw
Junk
Postmaster
Sales
- Unit 1
- Unit 2

Unit 1 and Unit 2 are sub queues of "Sales" queue.

The system delivery the new tickets (via Postmaster Filters) to Unit 1 and
2. My question is: Is there a way move the tickets from the Unit1 queue to
the sale queue automatically if a new ticket that is on Unit1 do not get
answered or locked in 2 hours?

Thanks and sorry my bad english :-)

Ronaldo Richieri
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Re: [otrs] Respond without locking

[Lemonbit]

Lars Jørgensen wrote:

Is it possible to compose an email response to an unlocked ticket  
without becoming the owner?


Yes, just google it: http://www.mail-archive.com/otrs@otrs.org/msg19793.html 
 You might need to disable the locking requirement in quite a lot of  
places. I wouldn't recommend a setup like this though. Locking is a  
big part of the point of using a trouble ticket system in the first  
place.


Nils Breunese.
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Re: [otrs] Respond without locking

[Nils Breunese (Lemonbit)]

Lars Jørgensen wrote:

Is it possible to compose an email response to an unlocked ticket  
without becoming the owner?


Yes, just google it: http://www.mail-archive.com/otrs@otrs.org/msg19793.html 
 You might need to disable the locking requirement in quite a lot of  
places. I wouldn't recommend a setup like this though. Locking is a  
big part of the point of using a trouble ticket system in the first  
place.


Nils Breunese.
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Re: [otrs] Respond without locking

[Nils Breunese (Lemonbit)]

Lars Jørgensen wrote:

Is it possible to compose an email response to an unlocked ticket  
without becoming the owner?


Yes, just google it: http://www.mail-archive.com/otrs@otrs.org/msg19793.html 
 You might need to disable the locking requirement in quite a lot of  
places. I wouldn't recommend a setup like this though. Locking is a  
big part of the point of using a trouble ticket system in the first  
place.


Nils Breunese.
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[otrs] Customer & ticketFreeText

[Marco Vannini]

Hi all,

Is there a way for a customer to update a ticketfreetext not in just
in new ticket notification ?

I try to explain a little bit more. We use only web interface for
customer & agent. Customer send us request for installation, fault
analisys and other. If a request end with a problem, it must be closed
with a defect (managed by mercury test directory). both customer and
agent are able to open defect so both must be able to close
unsuccessfully ticket compiling a ticketfreetext "Defect" but I'm not
able (as customer) to see that field in other place out of "New
Ticket".

I'm still on 2.2.6 (waiting for fedora update to 2.3.1)

Thank you in advance.

-- 
Marco Vannini
msn: [EMAIL PROTECTED]
talk: [EMAIL PROTECTED]
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Re: [otrs] Otrs 2.3.1 and ITSM modules

[Nils Breunese (Lemonbit)]

Guyard Marc NIS wrote:

I’ve test the new otrs 2.3.1 but i’ve a problem when i use  
ticketZoom :
Can't locate object method "AllLinkedObjects" via package  
"Kernel::System::LinkObject" at ../..//Kernel/Modules/ 
AgentTicketZoom.pm line 477.


I’ve check the file AgentTicketZoom.pm. This file was modified by  
ITSMTicket and use a function call AllLinkedObjects who don’t exist  
in 2.3.1.

I think ITSM 1.1.2 is not compatible with 2.3.1.

Can someone confirm me that ?


I don't know, but the OTRS download page says "OTRS 2.2 or higher".  
Maybe the folks on the ITSM mailinglist can help you: http://lists.otrs.org/mailman/listinfo/itsm


Nils Breunese.
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[otrs] Otrs 2.3.1 and ITSM modules

[Guyard Marc NIS]

Hi,

I've test the new otrs 2.3.1 but i've a problem when i use ticketZoom :

Can't locate object method "AllLinkedObjects" via package 
"Kernel::System::LinkObject" at ../..//Kernel/Modules/AgentTicketZoom.pm line 
477.


I've check the file AgentTicketZoom.pm. This file was modified by ITSMTicket 
and use a function call AllLinkedObjects who don't exist in 2.3.1.
I think ITSM 1.1.2 is not compatible with 2.3.1.

Can someone confirm me that ?


Cordialement,

[cid:image003.jpg@01C8FC96.E065EFD0]

Marc GUYARD
Pôle Services Managés

tel. +33 1 30488296
[EMAIL PROTECTED]
Network Integration Services, 9 parc ariane - bâtiment gaïa - 78284 guyancourt 
cedex
www.orange-business.com

[cid:image004.jpg@01C8FC96.E065EFD0]


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[otrs] Graph PIE

[Mahmoud Korayem]

Hi all

I want to make a graph-pie which elaborates the number of the issues in 
each state (opened,closed,new ... etc)
Please help me since this report is very important to me, I want to use 
OTRS and what is preventing me from starting depending on it is the 
graphical reports.


This is the summary of the stat:
=
Information about the Stat
Stat#:  10001
Title:  Overview about all tickets in the system
Object: Ticket
Description: 	Current state of all tickets in the system without time 
restrictions.

Format: graph-pie
Graphsize:  800x600
Sum rows:   No
Sum columns:No
Cache:  No
Valid:  valid

X-axis
State:  closed successful
closed unsuccessful
merged
new
open
pending auto close+
pending auto close-
pending reminder
removed

Value Series
State Type: closed
merged
new
open
pending auto
pending reminder
removed

Restrictions
No element selected.


=


Each time it gets me this error:

=

Error: You use invalid data! Perhaps there are no results.

Comment:
Bug Report: 

Traceback: 	ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Aug 12 
17:05:24 2008


Message: You use invalid data! Perhaps there are no results.

Traceback (7364):
  Module: Kernel::Output::HTML::Layout::Error (v1.104) Line: 1284
  Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.104) Line: 1263
  Module: Kernel::Modules::AgentStats::Run (v1.61) Line: 2162
  Module: Kernel::System::Web::InterfaceAgent::Run (v1.33) Line: 824
  Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47



=

Thanks in advance.

--
Mahmoud Korayem
System Administrator
SWS Si-Ware Systems
3 Khaled Ibn Al-Waleed Street, Heliopolis, Cairo, Egypt
PO Box 11361
Cell: +201 00 56 26 17
Tel : +202 2266 7344 ; Ext :111
Tel : +202 2266 7885 ; Ext :111

Fax : +20 22 268 4705

www.si-ware.com






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[otrs] working with queues and working time (calendars)

[Alexandre Silva]

Hi,

 

I'm a new user of the OTRS system (in the learning stage still).

I'm having some problems when using queues and calendars. I need to be able
to receive the tickets into different queues according to the time schedule.

I have created 3 different calendars which are differently assigned to
separate queues. Eg. Suport1, support 2, suport3, and they are sub-queues or
RAW.

The only problem here is that I have only one email address to receive all
incoming tickets.

I noticed that the incoming tickets all goes to RAW and does not take
consideration of the time schedule.

How should be the configuration of such scenario?

 

Any hints would be greatly appreciated.

 

Thanks

 

Alex

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Re: [otrs] Agent's phone number in signature?

[Obee, Daniel]

Hi Arek,

 does the trick.

If you need more fields, like if you wanna add the title perhaps, then you can 
add a field. Go to Config Options: Framework -> Frontend::Agent::Preferences 
and use the freetext.

Greets,

Daniel Obée

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Dienstag, 12. August 2008 12:50
To: otrs@otrs.org
Subject: [otrs] Agent's phone number in signature?

Hello,

In  signature  I  can  put agent's first name and last name by putting
  tags in it. But I
want also to insert agent's direct phone number there.

Unfortunatelly  I  don't see the "Phone number" field in agent's data,
so I thought that I will put it in "Comment" or "Salutation". But what
  field  should  I use? Is it possible to do that that
way?

Thanks in advance for any help.

-- 
Arek

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[otrs] Signing outgoing email tickets

[Henry]

Greetings everyone,

I'm using OTSR 2.3.1.

I'm trying to configure OTRS to sign all outgoing email tickets using it's
PGP facility.

I've followed "How to use PGP (OTRS >= 2.0.x)"
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=5&ItemID=78
as closely as possible, but the option to sign an email ticket is nowhere
to be seen thereafter.

I've created the keys as the otrs user, etc.
The Sysconfig->Crypt::PGP config I'm unsure about.  The FAQ mentions:
"o PGP::Key::Password -> passwords for private keys ->
secret_keyid -> password "

but I'm not sure what to stick in the two fields:
Key:  (the 9 char hex string as displayed by gpg --gen-key?)
Content:  (no idea what to enter here, fingerprint/passphrase, something
else?)

Any pointers would be appreciated.

Regards
Henry




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[otrs] All

[Mike Lykov]

Hi !

Developers, please, tell me where i can find all http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=5&ItemID=186

but it's too old and incomplete (maybe for old version?)

for example, i try to use   tag, but 

   742:AgentTicketCompose.pm 

 # cleanup all not needed /-/gi;

and this tag counted as "not needed" and replace with "-" in my message (but 
it listed and recommended!)

All what i need (ideally) - tag for articleid (current text article inside all 
ticket structure) or combination of ticketid, date, current answering agent 
and customer id, that unambiguously define current agent answer article in 
ticket structure (less acceptably).

-- 
Mike Lykov
System Administrator, Domain Name Registrar REG.RU
http://www.reg.ru/   +7 495 580-11-11 int. 504
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[otrs] Agent's phone number in signature?

[booger]

Hello,

In  signature  I  can  put agent's first name and last name by putting
  tags in it. But I
want also to insert agent's direct phone number there.

Unfortunatelly  I  don't see the "Phone number" field in agent's data,
so I thought that I will put it in "Comment" or "Salutation". But what
  field  should  I use? Is it possible to do that that
way?

Thanks in advance for any help.

-- 
Arek

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Re: [otrs] new owner don't get the email notification

[Nils Breunese (Lemonbit)]

Patrick Schiess wrote:

it doesn't depend whether the ticket is locked or not. OTRS always  
sends the notifications to the original owner of the ticket. so if  
the agent A was the first owner of the ticket, he always will get  
all the notifications even though the ownership is already delegated  
to agent B.


any ideas? is there somehow a miss configuration or what could be  
the reason of that behavior?


I have no idea what could be causing this, it works normally for us  
(notifications go to the ticket owner).


Nils Breunese.
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[otrs] Query for leading time without waiting for customer

[Mikhail Pauw]

Hello all,

 

I was wondering if somebody know a query which returns al list of
tickets with their start time, end time, absolute leading time and the
leading without the time that the ticket has the status waiting for
customer.

 

Thanks in advance,

 

Mikhail Pauw

[EMAIL PROTECTED]  

Tel: +31 (0)343 529 529 

Fax: +31 (0)343 529 530 

 

Yucat mobile business solutions

Postbus 208 * 3970 AE Driebergen 

Hoofdstraat 248 * 3972 LK Driebergen 

[EMAIL PROTECTED]   * www.yucat.com
  

 

Disclaimer 

The information transmitted is intended only for the person or entity to
which it is addressed and may contain confidential and/or privileged
material. Any review, retransmission, dissemination or other use of, or
taking of any action in reliance upon, this information by persons or
entities other than the intended recipient is prohibited. If you
received this in error, please contact the sender and delete the
material from any computer. 

 

 

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[otrs] Help with module MatchBSource

[José Mestre]

Hi, 
 
Can someone explain me  what is the module MatchDBSource prefilter module and  
how  I can  use  it  ?
Help, I don't know if I need to enable this module  
 
Thks
 
José 


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[otrs] Respond without locking

[Lars Jørgensen]

Hi,

Is it possible to compose an email response to an unlocked ticket without 
becoming the owner?


--
Lars
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Re: [otrs] new owner don't get the email notification

[Patrick Schiess]

thanks for your reply.

it doesn't depend whether the ticket is locked or not. OTRS always sends the 
notifications to the original owner of the ticket. so if the agent A was the 
first owner of the ticket, he always will get all the notifications even though 
the ownership is already delegated to agent B.

any ideas? is there somehow a miss configuration or what could be the reason of 
that behavior?

thanks.

regards,
patrick.

-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Nils Breunese 
(Lemonbit)
Gesendet: Dienstag, 12. August 2008 09:50
An: User questions and discussions about OTRS.org
Betreff: Re: [otrs] new owner don't get the email notification

Patrick Schiess wrote:

> we have the problem that, when e.g. owner A of ticket# 2000
> transmits the ownership of his ticket# 2000 to owner B, then the new
> owner never gets the email notification if the customer replies on
> that ticket... instead of that, the email notification is still sent
> to the original owner, the first one who owned the ticket.
>
> is this a configuration issue or what exactly is the thought behind
> this behaviour?

I don't think there is a thought behind this behaviour as it doesn't
sound like expected behaviour. Does the ticket really appears in agent
B's locked tickets while notifications still go to agent A?

Nils Breunese.
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Re: [otrs] new owner don't get the email notification

[Nils Breunese (Lemonbit)]

Patrick Schiess wrote:

we have the problem that, when e.g. owner A of ticket# 2000  
transmits the ownership of his ticket# 2000 to owner B, then the new  
owner never gets the email notification if the customer replies on  
that ticket... instead of that, the email notification is still sent  
to the original owner, the first one who owned the ticket.


is this a configuration issue or what exactly is the thought behind  
this behaviour?


I don't think there is a thought behind this behaviour as it doesn't  
sound like expected behaviour. Does the ticket really appears in agent  
B's locked tickets while notifications still go to agent A?


Nils Breunese.
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Re: [otrs] Return Email

[Richard Gliebe]

On Aug 11, 2008, at 2:28 PM, Nils Breunese (Lemonbit) wrote:


Richard Gliebe wrote:

is it possible, that a Customer gets a retourn Emails (with the  
Trouble Ticket Number) when

he sends an request to the OTRS TTS?

We are running otrs-2.2.5 on FreeBSD 7.0-STABLE


See the documentation on 'Auto answers': 
http://doc.otrs.org/2.2/en/html/x947.html


I've defined some AutoResponses for the Raw Queue in the admin Area  
[ Queue <-> Auto Responses Management ] like:


Raw
* default follow up (after a ticket follow up has been added) (auto  
follow up)
* default reply (after new ticket has been created) (auto reply/new  
ticket)
* default reject (after follow up and rejected of a closed ticket)  
(auto reject)


But when I send a new Request to the OTRS TTS, the new Request is in  
the Raw Queue, but I don't get a AutoAnswer from

the ORTS TTS.

Manuell replay from the Raw Queue works fine.

Compose Answer (email):
• empty answer

any hints?

Thanks in advance
Richard





Nils Breunese.
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--
Richard Gliebe
Information Services
Fachhochschule Vorarlberg GmbH / University for Applied Science

Hochschulstrasse 1
A-6850 Dornbirn
T: +43 5572 792 2207
M: [EMAIL PROTECTED]
W: www.fhv.at
FN 165415 h, LG Feldkirch







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