Re: [otrs] Installation errors

[Riccardo Michele Filippone]

try to do:
sudo apt-get purge otrs2
sudo apt-get install libapache2-mod-perl2-dev (or something similar)
sudo apt-get install otrs2


bye


Il giorno 12/feb/09, alle ore 00:42, Pierre-Andre Malbrough ha scritto:

I get errors when I try to install from Debian repositories...not  
having much success installing from Source either.  Can you send  
documentation on installation from source, I'm confused by the  
"INSTALL" file that comes with it.


Thanks

--
- Pierre-Andre
< 
Philidephia 
-2009 
-02-11-15-30-25.png>___

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[otrs] Installation errors

[Pierre-Andre Malbrough]

I get errors when I try to install from Debian repositories...not having
much success installing from Source either.  Can you send documentation on
installation from source, I'm confused by the "INSTALL" file that comes with
it.

Thanks

-- 
- Pierre-Andre
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Re: [otrs] Editing the subject line of a ticket

[LQ Marshall]

Subject: RE: [otrs] Editing the subject line of a ticket

Many thanks LQ - once we had discovered how to register a module in
the SysConfig front end
it all made perfect sense and we are pleased to have registered both
"Free Fields" and 
"Additional ITSM Field"! It was a great learning experience - thanks
again! :-)



NP... I don't mind helping when I have time.

My apologies are in order though, my initial response was a bit short
[tempered].

LQ
jack-of-all-tra...@master.of.none

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Re: [otrs] Editing the subject line of a ticket

[bis]

Many thanks LQ - once we had discovered how to register a module in the 
SysConfig front end it all made perfect sense and we are pleased to have 
registered both "Free Fields" and "Additional ITSM Field"! It was a great 
learning experience - thanks again! :-)

--- On Wed, 11/2/09, LQ Marshall  wrote:
From: LQ Marshall 
Subject: RE: [otrs] Editing the subject line of a ticket
To: bi...@yahoo.co.uk
Date: Wednesday, 11 February, 2009, 4:34 PM

> But our working copy is version 2.2.5 and I can't see 
> "freefields" on the Zoom menu bar. But I can see an option 
> called "Additional ITSM Fields" which unfortunately gives us 
> an error message saying "AgentTicketITSMField not registered 
> in Kernel/Config[..]".

This seems to explain it.

I am not running ITSM so don't know specifically how to sole.  Obviously
something didn't get registered when your OTRS loaded.  Maybe a check
modules and/or restart will fish out the culprit.


I prepped this after the last post so I'll include it anyway

Think there may be some confusion as to where to look.  If you've
customized
your version things may look a bit different.  I have dome some
customizations but have tried to keep them limited to not interfere with the
mainline code.

The attachments to this message (hopefully will forward) are snips from my
current OTRS system.  They should lead you to where the Title edit field
resides.  Hopefully this is better directs to you the mark.





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Re: [otrs] Time reporting

[Marco Vannini]

If you use otrs manager you could see either what sql it use and you
could take and change and use by hand ;)

MV




2009/2/11 Mayk Backus :
> Hi All,
>
> Does anyone know of something on how to produce a time report of for example
> today, or a specific day ?
> The reason for this is that our company sends bills for given services. In
> the ticket we note the time we spend on a ticket, and it would be great of i
> could produce some sort of output on what tickets have received time units
> that day , by whom , how many time units , etc .
> I'm looking at OTRS Manager, it has something like this in the reports it
> generates, but i notice sometimes it doesn't display a ticket what i know of
> that has received time that day. So i doubt the reliability of it.
>
> Any news welcome.  Perhaps someone has a php script that does these outputs,
> of has created a stats report or maybe something complete different.
>
> Hope to hear from you.
>
> kind regards,
>
> Mayk
>
>
>
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[otrs] R: Problem with Otrs and Oracle

[Gianni Bracali]

Thanks LQ, 

 

the problems seems to be the about permission on the perl module DBD Oracle.

 

I got it to work by changing the group in httpd.conf to wheel. 

Since I am new to perl, how can grant permission to that libray to the www
group?

 

The mysql driver works, I think that ‘s because the appropriate permission
have been granted by the installation package…

 

Gianni

 

  _  

Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di LQ
Marshall
Inviato: mercoledì 11 febbraio 2009 18.59
A: 'User questions and discussions about OTRS.'
Oggetto: Re: [otrs] Problem with Otrs and Oracle

 

Just knee-jerk responses/guesses...

 

* Check that otrs user/apache has perms to the lib

* verify that the otrs (database) user has appropriate permissions to
database

* verify that the perl oracle module is installed (DBD::Oracle)

* did u restart otrs (yeah I know)

 

I would think that check modules will verify most of this? but that is an
assumption.

 

Figure you'll see this but you defined the ORACLE_HOME var twice.

 

LQ

 


  _  


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Gianni Bracali
Sent: Wednesday, February 11, 2009 12:25 PM
To: otrs@otrs.org
Subject: [otrs] Problem with Otrs and Oracle

Hi to all.

 

I successfully installed OTRS 2.1.7 on openSUSE 10.3 and MySql. (Linux svrhd
2.6.22.19-0.2-default #1 SMP 2008-12-18 10:17:03 +0100 i686 i686 i386
GNU/Linux)

Now I’m trying to make Otrs work with Oracle, for database consolidation
purpouse.

 

I installed Oracle client and DBD::Oracle. Running bin/CheckDB.pl says “It
looks Ok!”.

 

When I try to open the application from the web browser (index.pl) I get
this error:

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Feb 11 18:02:40 2009

 

Message: ERROR OCIEnvNlsCreate. Check ORACLE_HOME (Linux) env var  or PATH
(Windows) and or NLS settings, permissions, etc.

 

Traceback (3105):

   Module: Kernel::System::DB::new (v1.57) Line: 172

   Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145

   Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(v) Line: 47

   Module: (eval) (v1.81) Line: 204

   Module: ModPerl::RegistryCooker::run (v1.81) Line: 204

   Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170

   Module: ModPerl::Registry::handler (v1.99) Line: 31

 

 

This is the content of Config.pl

 

#  #

#  #

#  #

# Start of your own config options!!!  #

#  #

#  #

#  #

$ENV{ORACLE_HOME} = '/opt/oracle/product/10.2.0/client_1';

$ENV{NLS_DATE_FORMAT} = '-MM-DD HH24:MI:SS';

$ENV{NLS_LANG} = 'GERMAN_GERMANY.UTF8';

$ENV{ORACLE_BASE}='/opt/oracle/product';

$ENV{ORACLE_HOME}='/opt/oracle/product/10.2.0/client_1';

$ENV{LD_LIBRARY_PATH}='/opt/oracle/product/10.2.0/client_1/lib';

$ENV{ORACLE_SID}='REDB';

 

#  #

# database settings#

#  #

# DatabaseHost

# (The database host.)

$Self->{'DatabaseHost'} = '172.25.43.11';

# Database

# (The database name.)

$Self->{'Database'} = 'REDB';

# DatabaseUser

# (The database user.)

$Self->{'DatabaseUser'} = 'otrs';

# DatabasePw

# (The password of database user. You also can use bin/CryptPassword.pl

# for crypted passwords.)

$Self->{'DatabasePw'} = 'otrs1234';

# DatabaseDSN

# (The database DSN for MySQL ==> more: "man DBD::mysql")

#$Self->{DatabaseDSN} =
"DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";

# (The database DSN for Oracle ==> more: "man DBD::oracle")

 $Self->{DatabaseDSN} =
"DBI:Oracle:sid=$Self->{Database};host=$Self->{DatabaseHost};port=1521;";

 

 

I tought about an environment problem, so I added the following lines in
/etc/environment, but nothing changed:

ORACLE_BASE=/opt/oracle/product

ORACLE_HOME=/opt/oracle/product/10.2.0/client_1

LD_LIBRARY_PATH=/opt/oracle/product/10.2.0/client_1/lib

ORACLE_SID=REDB

NLS_DATE_FORMAT='-MM-DD HH24:MI:SS'

NLS_LANG="GERMAN_GERMANY.UTF8"

 

 

Any suggestions?

 

Thanks

Gianni

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Re: [otrs] Time reporting

[Greg Pennell - HSA Global]

Mayk,

 

I looked into exactly the same thing yesterday, from what I found there isn’t a 
way to do that through the stats module.  However the information can be 
extracted directly from the db by running a SQL query.

 

Have a look at this thread

 

http://lists.otrs.org/pipermail/otrs/2008-May/023320.html

 

Greg

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Mayk 
Backus
Sent: Thursday, 12 February 2009 5:16 a.m.
To: otrs@otrs.org
Subject: [otrs] Time reporting

 

Hi All,

Does anyone know of something on how to produce a time report of for example 
today, or a specific day ? 
The reason for this is that our company sends bills for given services. In the 
ticket we note the time we spend on a ticket, and it would be great of i could 
produce some sort of output on what tickets have received time units that day , 
by whom , how many time units , etc .
I'm looking at OTRS Manager, it has something like this in the reports it 
generates, but i notice sometimes it doesn't display a ticket what i know of 
that has received time that day. So i doubt the reliability of it. 

Any news welcome.  Perhaps someone has a php script that does these outputs, of 
has created a stats report or maybe something complete different. 

Hope to hear from you.

kind regards,

Mayk



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Re: [otrs] Problem with Otrs and Oracle

[LQ Marshall]

Just knee-jerk responses/guesses...
 
* Check that otrs user/apache has perms to the lib
* verify that the otrs (database) user has appropriate permissions to
database
* verify that the perl oracle module is installed (DBD::Oracle)
* did u restart otrs (yeah I know)
 
I would think that check modules will verify most of this? but that is an
assumption.
 
Figure you'll see this but you defined the ORACLE_HOME var twice.
 
LQ


  _  

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Gianni Bracali
Sent: Wednesday, February 11, 2009 12:25 PM
To: otrs@otrs.org
Subject: [otrs] Problem with Otrs and Oracle



Hi to all.

 

I successfully installed OTRS 2.1.7 on openSUSE 10.3 and MySql. (Linux svrhd
2.6.22.19-0.2-default #1 SMP 2008-12-18 10:17:03 +0100 i686 i686 i386
GNU/Linux)

Now I'm trying to make Otrs work with Oracle, for database consolidation
purpouse.

 

I installed Oracle client and DBD::Oracle. Running bin/CheckDB.pl says "It
looks Ok!".

 

When I try to open the application from the web browser (index.pl) I get
this error:

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Feb 11 18:02:40 2009

 

Message: ERROR OCIEnvNlsCreate. Check ORACLE_HOME (Linux) env var  or PATH
(Windows) and or NLS settings, permissions, etc.

 

Traceback (3105):

   Module: Kernel::System::DB::new (v1.57) Line: 172

   Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145

   Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(v) Line: 47

   Module: (eval) (v1.81) Line: 204

   Module: ModPerl::RegistryCooker::run (v1.81) Line: 204

   Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170

   Module: ModPerl::Registry::handler (v1.99) Line: 31

 

 

This is the content of Config.pl

 

#  #

#  #

#  #

# Start of your own config options!!!  #

#  #

#  #

#  #

$ENV{ORACLE_HOME} = '/opt/oracle/product/10.2.0/client_1';

$ENV{NLS_DATE_FORMAT} = '-MM-DD HH24:MI:SS';

$ENV{NLS_LANG} = 'GERMAN_GERMANY.UTF8';

$ENV{ORACLE_BASE}='/opt/oracle/product';

$ENV{ORACLE_HOME}='/opt/oracle/product/10.2.0/client_1';

$ENV{LD_LIBRARY_PATH}='/opt/oracle/product/10.2.0/client_1/lib';

$ENV{ORACLE_SID}='REDB';

 

#  #

# database settings#

#  #

# DatabaseHost

# (The database host.)

$Self->{'DatabaseHost'} = '172.25.43.11';

# Database

# (The database name.)

$Self->{'Database'} = 'REDB';

# DatabaseUser

# (The database user.)

$Self->{'DatabaseUser'} = 'otrs';

# DatabasePw

# (The password of database user. You also can use bin/CryptPassword.pl

# for crypted passwords.)

$Self->{'DatabasePw'} = 'otrs1234';

# DatabaseDSN

# (The database DSN for MySQL ==> more: "man DBD::mysql")

#$Self->{DatabaseDSN} =
"DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";

# (The database DSN for Oracle ==> more: "man DBD::oracle")

 $Self->{DatabaseDSN} =
"DBI:Oracle:sid=$Self->{Database};host=$Self->{DatabaseHost};port=1521;";

 

 

I tought about an environment problem, so I added the following lines in
/etc/environment, but nothing changed:

ORACLE_BASE=/opt/oracle/product

ORACLE_HOME=/opt/oracle/product/10.2.0/client_1

LD_LIBRARY_PATH=/opt/oracle/product/10.2.0/client_1/lib

ORACLE_SID=REDB

NLS_DATE_FORMAT='-MM-DD HH24:MI:SS'

NLS_LANG="GERMAN_GERMANY.UTF8"

 

 

Any suggestions?

 

Thanks

Gianni

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[otrs] Problem with Otrs and Oracle

[Gianni Bracali]

Hi to all.

 

I successfully installed OTRS 2.1.7 on openSUSE 10.3 and MySql. (Linux svrhd
2.6.22.19-0.2-default #1 SMP 2008-12-18 10:17:03 +0100 i686 i686 i386
GNU/Linux)

Now I'm trying to make Otrs work with Oracle, for database consolidation
purpouse.

 

I installed Oracle client and DBD::Oracle. Running bin/CheckDB.pl says "It
looks Ok!".

 

When I try to open the application from the web browser (index.pl) I get
this error:

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Feb 11 18:02:40 2009

 

Message: ERROR OCIEnvNlsCreate. Check ORACLE_HOME (Linux) env var  or PATH
(Windows) and or NLS settings, permissions, etc.

 

Traceback (3105):

   Module: Kernel::System::DB::new (v1.57) Line: 172

   Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145

   Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(v) Line: 47

   Module: (eval) (v1.81) Line: 204

   Module: ModPerl::RegistryCooker::run (v1.81) Line: 204

   Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170

   Module: ModPerl::Registry::handler (v1.99) Line: 31

 

 

This is the content of Config.pl

 

#  #

#  #

#  #

# Start of your own config options!!!  #

#  #

#  #

#  #

$ENV{ORACLE_HOME} = '/opt/oracle/product/10.2.0/client_1';

$ENV{NLS_DATE_FORMAT} = '-MM-DD HH24:MI:SS';

$ENV{NLS_LANG} = 'GERMAN_GERMANY.UTF8';

$ENV{ORACLE_BASE}='/opt/oracle/product';

$ENV{ORACLE_HOME}='/opt/oracle/product/10.2.0/client_1';

$ENV{LD_LIBRARY_PATH}='/opt/oracle/product/10.2.0/client_1/lib';

$ENV{ORACLE_SID}='REDB';

 

#  #

# database settings#

#  #

# DatabaseHost

# (The database host.)

$Self->{'DatabaseHost'} = '172.25.43.11';

# Database

# (The database name.)

$Self->{'Database'} = 'REDB';

# DatabaseUser

# (The database user.)

$Self->{'DatabaseUser'} = 'otrs';

# DatabasePw

# (The password of database user. You also can use bin/CryptPassword.pl

# for crypted passwords.)

$Self->{'DatabasePw'} = 'otrs1234';

# DatabaseDSN

# (The database DSN for MySQL ==> more: "man DBD::mysql")

#$Self->{DatabaseDSN} =
"DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";

# (The database DSN for Oracle ==> more: "man DBD::oracle")

 $Self->{DatabaseDSN} =
"DBI:Oracle:sid=$Self->{Database};host=$Self->{DatabaseHost};port=1521;";

 

 

I tought about an environment problem, so I added the following lines in
/etc/environment, but nothing changed:

ORACLE_BASE=/opt/oracle/product

ORACLE_HOME=/opt/oracle/product/10.2.0/client_1

LD_LIBRARY_PATH=/opt/oracle/product/10.2.0/client_1/lib

ORACLE_SID=REDB

NLS_DATE_FORMAT='-MM-DD HH24:MI:SS'

NLS_LANG="GERMAN_GERMANY.UTF8"

 

 

Any suggestions?

 

Thanks

Gianni

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Re: [otrs] Editing the subject line of a ticket

[bis]

I now know what you mean by "freefields" because I checked on a test copy of 
the latest version 2.3.3.

But our working copy is version 2.2.5 and I can't see "freefields" on the Zoom 
menu bar. But I can see an option called "Additional ITSM Fields" which 
unfortunately gives us an error message saying "AgentTicketITSMField not 
registered in Kernel/Config[..]".

Is this the field I should be editing and if so how do I get it registered in 
the Config file?

Hope that makes sense! Thanks a lot

Bis


> 
> --- On Wed, 11/2/09, LQ Marshall
>  wrote:
> 
> > From: LQ Marshall 
> > Subject: RE: [otrs] Editing the subject line of a
> ticket
> > To: bi...@yahoo.co.uk, "'User questions and
> discussions about OTRS.'" 
> > Date: Wednesday, 11 February, 2009, 3:29 PM
> > Click on freefields while zoomed into a ticket, no
> > documentation is
> > necessary for this. Although I suppose if you've
> > customized things there may
> > be an permissions issue.
> >  
> > The "Title" line could also be edited when
> > forming responses to the
> > user/customer just don't modify the ticket
> tracking
> > information.
> >  
> > LQ
> > 
> > 
> > 
> > 
> > From: otrs-boun...@otrs.org
> [mailto:otrs-boun...@otrs.org]
> > On Behalf
> > Of bis
> > Sent: Wednesday, February 11, 2009 9:52 AM
> > To: User questions and discussions about OTRS.
> > Subject: Re: [otrs] Editing the subject line of a
> ticket
> > 
> > 
> > Thanks very much for your help - really appreciate
> it -
> > would it be possible to refer me to the relevant
> section of
> > the
> > documentation where I can learn how to edit the ticket
> > title in the
> > freefields (and which file to edit)?
> >  
> > Best
> >  
> > Bis
> > 
> > --- On Wed, 11/2/09, Obee, Daniel
> 
> > wrote:
> > 
> > 
> > From: Obee, Daniel 
> > Subject: Re: [otrs] Editing the subject line of a
> ticket
> > To: "User questions and discussions about
> > OTRS."
> > 
> > Date: Wednesday, 11 February, 2009, 12:59 PM
> > 
> > 
> > 
> > The ticket title can be edited in the freefields. 
> > 
> >  
> > 
> > Greets 
> > 
> > Daniel


  
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[otrs] R: Time reporting

[CARNINO Daniele (FIAT ITEM)]

I use this MySQL query (OTRS 2.3.4, swap users with system_user if you use 
2.2.x) to calculate accounted time e.g on a specified year.
It would be great to put it on a static stat, but I'm not able to do that...

SELECT
t.create_by,
u.first_name,
u.last_name,
Sum(t.time_unit)
FROM
time_accounting AS t
Left Join users AS u ON t.create_by = u.id WHERE
year(t.create_time) =  '2008'
GROUP BY
t.create_by

Hope this helps, d.


Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Mayk 
Backus
Inviato: mercoledì 11 febbraio 2009 17.16
A: otrs@otrs.org
Oggetto: [otrs] Time reporting

Hi All,

Does anyone know of something on how to produce a time report of for example 
today, or a specific day ?
The reason for this is that our company sends bills for given services. In the 
ticket we note the time we spend on a ticket, and it would be great of i could 
produce some sort of output on what tickets have received time units that day , 
by whom , how many time units , etc .
I'm looking at OTRS Manager, it has something like this in the reports it 
generates, but i notice sometimes it doesn't display a ticket what i know of 
that has received time that day. So i doubt the reliability of it.

Any news welcome.  Perhaps someone has a php script that does these outputs, of 
has created a stats report or maybe something complete different.

Hope to hear from you.

kind regards,

Mayk


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[otrs] Time reporting

[Mayk Backus]

Hi All, 

Does anyone know of something on how to produce a time report of for example 
today, or a specific day ? 
The reason for this is that our company sends bills for given services. In the 
ticket we note the time we spend on a ticket, and it would be great of i could 
produce some sort of output on what tickets have received time units that day , 
by whom , how many time units , etc . 
I'm looking at OTRS Manager, it has something like this in the reports it 
generates, but i notice sometimes it doesn't display a ticket what i know of 
that has received time that day. So i doubt the reliability of it. 

Any news welcome. Perhaps someone has a php script that does these outputs, of 
has created a stats report or maybe something complete different. 

Hope to hear from you. 

kind regards, 

Mayk 


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[otrs] not receiving escalation mails notification.

[Tamara B. Chikumbi]

Can some one help? I can't receive the escalation notification despite
having done everything and researched.

I get this mail when GeneriAgent runs . What could be the problem

 

Unquoted string ""escalation" may clash with future reserved word at
?opt/otrs/Kernel/Config/GenericAgent.pm line 33

 

ERROR: OTRS-GenericAgent-10 Perl: 5.10.0 OS: linux Time: Wed Feb 11
 
Message: syntax error at /opt/otrs/Kernel/Config/GenericAgent.pm line
38, near "Module"
 
 
Can someone please help.
Regards

 

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Re: [otrs] Editing the subject line of a ticket

[Caspar Kennerdale]

Sorry do you mean "Additional ITSM Fields"?


Click on freefields while zoomed into a ticket, no documentation is
necessary for this. Although I suppose if you've customized things there may
be an permissions issue.
 
The "Title" line could also be edited when forming responses to the
user/customer just don't modify the ticket tracking information.
 
LQ




From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of bis
Sent: Wednesday, February 11, 2009 9:52 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Editing the subject line of a ticket


Thanks very much for your help - really appreciate it -
would it be possible to refer me to the relevant section of the
documentation where I can learn how to edit the ticket title in the
freefields (and which file to edit)?
 
Best
 
Bis

--- On Wed, 11/2/09, Obee, Daniel  wrote:


From: Obee, Daniel 
Subject: Re: [otrs] Editing the subject line of a ticket
To: "User questions and discussions about OTRS."

Date: Wednesday, 11 February, 2009, 12:59 PM



The ticket title can be edited in the freefields. 

 

Greets 

Daniel 

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--

This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX,
Registered in England & Wales No. 4948078. The email and any attachments are
confidential and may contain privileged information, and are intended for the 
named
addressee(s) only. If you are not the intended recipient, please notify us 
immediately
and do not disclose, distribute, or retain this email or any part of it.

While we have checked this e-mail and any attachments for viruses, we do not
warrant that they are virus-free. You must therefore take full responsibility 
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Regulations, 2000.

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Re: [otrs] Editing the subject line of a ticket

[LQ Marshall]

Click on freefields while zoomed into a ticket, no documentation is
necessary for this. Although I suppose if you've customized things there may
be an permissions issue.
 
The "Title" line could also be edited when forming responses to the
user/customer just don't modify the ticket tracking information.
 
LQ




From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of bis
Sent: Wednesday, February 11, 2009 9:52 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Editing the subject line of a ticket


Thanks very much for your help - really appreciate it -
would it be possible to refer me to the relevant section of the
documentation where I can learn how to edit the ticket title in the
freefields (and which file to edit)?
 
Best
 
Bis

--- On Wed, 11/2/09, Obee, Daniel  wrote:


From: Obee, Daniel 
Subject: Re: [otrs] Editing the subject line of a ticket
To: "User questions and discussions about OTRS."

Date: Wednesday, 11 February, 2009, 12:59 PM



The ticket title can be edited in the freefields. 

 

Greets 

Daniel 

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Re: [otrs] R: How to print all closed ticket since last week.

[Trasschaert Karl]

Hi thanks for the answer.

I've otrs 2.2.7, in the search i cannot find the close time only the create 
time.

Karl

From: daniele.carn...@fiatgroup.com
To: otrs@otrs.org
Date: Wed, 11 Feb 2009 10:39:19 +0100
Subject: [otrs] R:  How to print all closed ticket since last week.










Simply go to search then
 
Select all closed states under "State"
 
Select Ticket closed last 1 week under "Close 
Times"
 
Select Result Form Print.
 
d,



Da: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] Per conto di Trasschaert 
Karl
Inviato: mercoledì 11 febbraio 2009 9.47
A: 
otrs@otrs.org
Oggetto: [otrs] How to print all closed ticket since 
last week.


Hi all,

I'm looking for a solution to print all closed 
ticket  closed during the last week.
Is it possible to write a script or 
to do that with the stat or search module?

Thanks in 
advance.

Karl



Découvrez LE site avec tout ce qu'il y a de plus cool pour Messenger: Messenger 
Billboard
_
Découvrez LE site avec tout ce qu'il y a de plus cool pour Messenger: Messenger 
Billboard !
http://www.messengerbillboard.be/fr___
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Re: [otrs] Editing the subject line of a ticket

[Caspar Kennerdale]

What the issue that Bis and I are trying to solve is that many of the
tickets come in with far from clear subject lines, so to be able to edit
these would significantly help in organizing the work flow (and there are a
lot of tickets)

We can see you can add notes and give each a subject line, but when
referring to the tickets themselves it seems we are stuck with the original
one

  _  

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Obee, Daniel
Sent: 11 February 2009 13:00
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Editing the subject line of a ticket

 

The ticket title can be edited in the freefields. 

 

Greets

Daniel

 

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von
Patrick Schiess
Gesendet: Mittwoch, 11. Februar 2009 13:35
An: 'bi...@yahoo.co.uk'; 'User questions and discussions about OTRS.'
Betreff: Re: [otrs] Editing the subject line of a ticket

 

as far as i know, there is no way to this through the webclient... however
you could edit the title in the database, but this is not a official way...

 

regards,

patrick.

 

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von bis
Gesendet: Mittwoch, 11. Februar 2009 13:08
An: otrs@otrs.org
Betreff: [otrs] Editing the subject line of a ticket

 


Good morning

 

The problem I am having is that the subject lines of the tickets which come
in are very random. 

 

What we would like is for the person distributing the tickets to be able to
edit the subject line to something more directly relevant so that when we
look at the Queue View the list of tickets displays the relevant (edited)
subject lines rather than the original ones. 

 

Is it possible to edit the subject line of a ticket in this way?

 

Thanks a lot for your help

 

Bis

 

--

This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX,
Registered in England & Wales No. 4948078. The email and any attachments are
confidential and may contain privileged information, and are intended for the 
named
addressee(s) only. If you are not the intended recipient, please notify us 
immediately
and do not disclose, distribute, or retain this email or any part of it.

While we have checked this e-mail and any attachments for viruses, we do not
warrant that they are virus-free. You must therefore take full responsibility 
for virus
checking. Centaur Media plc. and its subsidiaries reserve the right to monitor 
all email
communications through their networks in line with the Lawful Business Practice
Regulations, 2000.
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Re: [otrs] Editing the subject line of a ticket

[bis]

Thanks very much for your help - really appreciate it - would it be possible to 
refer me to the relevant section of the documentation where I can learn how to 
edit the ticket title in the freefields (and which file to edit)?
 
Best
 
Bis

--- On Wed, 11/2/09, Obee, Daniel  wrote:

From: Obee, Daniel 
Subject: Re: [otrs] Editing the subject line of a ticket
To: "User questions and discussions about OTRS." 
Date: Wednesday, 11 February, 2009, 12:59 PM








The ticket title can be edited in the freefields. 
 
Greets
Daniel
 


Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Patrick Schiess
Gesendet: Mittwoch, 11. Februar 2009 13:35
An: 'bi...@yahoo.co.uk'; 'User questions and discussions about OTRS.'
Betreff: Re: [otrs] Editing the subject line of a ticket
 
as far as i know, there is no way to this through the webclient... however you 
could edit the title in the database, but this is not a official way...
 
regards,
patrick.
 

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von bis
Gesendet: Mittwoch, 11. Februar 2009 13:08
An: otrs@otrs.org
Betreff: [otrs] Editing the subject line of a ticket
 





Good morning

 

The problem I am having is that the subject lines of the tickets which come in 
are very random. 

 

What we would like is for the person distributing the tickets to be able to 
edit the subject line to something more directly relevant so that when we look 
at the Queue View the list of tickets displays the relevant (edited) subject 
lines rather than the original ones. 

 

Is it possible to edit the subject line of a ticket in this way?

 

Thanks a lot for your help

 

Bis
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[otrs] AutoResponse Email AddressID

[Rob Hill]

Hi

 

When trying to use Auto Response in OTRS I get the following error

 

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Feb 11 14:06:28 2009

Message: Need AddressID!

Traceback (3448): 
   Module: Kernel::System::AutoResponse::AutoResponseAdd (v1.9) Line: 53
   Module: Kernel::Modules::AdminAutoResponse::Run (v1.16) Line: 73
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651
   Module:
ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2ep
l::handler (v) Line: 47
   Module: (eval) (v1.80) Line: 203
   Module: ModPerl::RegistryCooker::run (v1.80) Line: 203
   Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169
   Module: ModPerl::Registry::handler (v1.99) Line: 30

 

Many Thanks

 

Rob HIll

 

Griffin Windows

IT Support Technician

 

01443 778579

r...@griffinwindows.co.uk

Unit 37

Abergorki Industrial Esate

Treorchy

CF42 6DL

 

Many Thanks

 

Rob HIll

 

Griffin Windows

IT Support Technician

 

01443 778579

r...@griffinwindows.co.uk

Unit 37

Abergorki Industrial Esate

Treorchy

CF42 6DL

 

 

 

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[otrs] OTRS Version 1.2.3

[rabindra]

Hi All,

To begin with I have just started looking into otrs from yesterday as I 
was informed I have to generate few management reports from otrs. When I 
checked with the person responsible for maintaining software, we still 
have version 1.2.3. I have recently joined this organization and they 
have asked me to prepare report like-


How many new tickets per day, Backlog on peoples queues i.e how much and 
where, Who has the oldest tickets, Backlog ageing  - how many say 0-5 
days , 5-10 days etc

Backend database for this install is mysql.

I know it would have been nice to upgrade to current version of 2.3.4 
but management is reluctant at the moment.


My question is do I have to write perl script or can I query database to 
get the results? I'll greatly appreciate if you experts could provide 
some guidance or direction which will help me starting in new job in a 
right note..:)


Thanks for your help in advance.
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Re: [otrs] Otrs quick start manual

[Michiel Beijen]

Peter,

If you want to respond to an email you should first tie canned responses
(one response can be an 'empty'  response) to the queue the ticket is in.
This is described in this chapter of the manual:
http://doc.otrs.org/2.3/en/html/x957.html

How to configure incoming email is specified in this chapter:
http://doc.otrs.org/2.3/en/html/x1106.html

For sending out emails you can use Sendmail or SMTP. In your case you might
want to use the SMTP facilities of your exchange server. It is specified
here:
http://doc.otrs.org/2.3/en/html/c1308.html#email-sending

While you are right that OTRS is quite nice and useful, implementation is
not trivial. This is true for the technical part but maybe even more for the
process part of a new implementation. You'd really need to invest a
considerable amount of time to learn about the product before you can apply
it succesfully in your environment. Of course you would need to install it,
but you would also have to to populate the base data such as queues,
responses, and users, maybe install and configure a couple of additional
modules, but also to train your end users and get your processes in place
before you can get real value out of OTRS.

This is not meant to scare you off and of course you are welcome to try the
software. Point is: you should not think too easy about implementing a
trouble ticket- or ITIL solution.

If you don't have the time or resources available to do a proper setup I
would strongly advise you to either ask for professional support (see also
http://otrs.org/support/), but even than your own organisation would need to
invest time, or just defer until you do have time available.

If you have specific questions or are stuck, please don't hesitate to
contact the list, there are lots of friendly people here willing to help.

Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


On Tue, Feb 10, 2009 at 22:51, Jevos, Peter wrote:

> Dear Michiel
>
> Thanks for your answer, I appreciate it
>
> I didn't create a ticket through email cause I don't know how to set it up
> correctly. We're using standard Exchange server solution, and I didn't find
> in the manual how to set it up.
>
> I have created the ticket through customer webinterface and it appeared in
> the assigned queue as you said
>
> How can I react to this queue ( response )
>
> Is it important to set the email settings to be able to work with OTRS ?
>
> I'm missing something like OTRS workflow schema, like:
> 1.The ticket was created ( how many ways can be used to do it )
> 2. ticket is accepted ( by whom, email ? )
> 3. how to response to the ticket ( by the email , by the web interface, how
> many ways can be used to do it )
> And so on...
>
> Thanks a lot
> Btw OTRS looks really nice and useful
>
> Br
>
> pet
>
>
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
> Michiel Beijen
> Sent: Tuesday, February 10, 2009 9:30 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Otrs quick start manual
>
> Hi Peter,
>
> Your remark is on the spot, the documentation for OTRS is quite extensive
> but there is no such thing as a 'OTRS Quick Start Guide'.
>
> This is also mentioned in the TODO list for the documentation:
> http://cvs.otrs.org/viewvc.cgi/doc-admin/TODO?revision=1.34&view=markup
>
> Now onto your issues: did you create your ticket via email, via the Agent
> interface (index.pl) or via the CustomerUser interface (customer.pl) ? If
> you used the first option, are you really sure the mail was read (i.e. the
> cronjobs are set up properly?) You can verify this by running
> otrs/PostMasterMailbox.pl from a console.
>
> Otherwise, if you did no further configuration, you should be able to see
> the ticket in the assigned queue. If you'd expected autoresponses, you
> should first configure those.
>
> What helps is to just go in the admin area and explore the options there
> piece for piece. After that, read the manuals and then you'd have some idea
> to what you can do with OTRS...
>
> Kind regards,
> --
> Michiel Beijen
> Software Consultant
> +31 6 - 457 42 418
> Bee Free IT + http://beefreeit.nl
>
> On Mon, Feb 9, 2009 at 18:13, Jevos, Peter 
> wrote:
> Hi
>
> I'm new in the otrs project
> I've installed it and examine the manual
> However i'm missing basic steps to start to work with this nice tool and
> see how work basic functions ( something like quick start guide )
> Manual is prety nice described but it is bit huge with all these
> features and options.
>
> All I did was I've created new agent and customer. I assigned agent to
> the grup users.
>
> But I don't know what is the next steps to see it in the action.
>
> I have created new ticket but it's appeared nowhere
>
> Thanks a lot for your answers
>
> pet
>
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Re: [otrs] Editing the subject line of a ticket

[Obee, Daniel]

The ticket title can be edited in the freefields.

Greets
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Patrick Schiess
Gesendet: Mittwoch, 11. Februar 2009 13:35
An: 'bi...@yahoo.co.uk'; 'User questions and discussions about OTRS.'
Betreff: Re: [otrs] Editing the subject line of a ticket

as far as i know, there is no way to this through the webclient... however you 
could edit the title in the database, but this is not a official way...

regards,
patrick.

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von bis
Gesendet: Mittwoch, 11. Februar 2009 13:08
An: otrs@otrs.org
Betreff: [otrs] Editing the subject line of a ticket

Good morning

The problem I am having is that the subject lines of the tickets which come in 
are very random.

What we would like is for the person distributing the tickets to be able to 
edit the subject line to something more directly relevant so that when we look 
at the Queue View the list of tickets displays the relevant (edited) subject 
lines rather than the original ones.

Is it possible to edit the subject line of a ticket in this way?

Thanks a lot for your help

Bis


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Re: [otrs] Editing the subject line of a ticket

[Patrick Schiess]

as far as i know, there is no way to this through the webclient... however you 
could edit the title in the database, but this is not a official way...

regards,
patrick.

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von bis
Gesendet: Mittwoch, 11. Februar 2009 13:08
An: otrs@otrs.org
Betreff: [otrs] Editing the subject line of a ticket

Good morning

The problem I am having is that the subject lines of the tickets which come in 
are very random.

What we would like is for the person distributing the tickets to be able to 
edit the subject line to something more directly relevant so that when we look 
at the Queue View the list of tickets displays the relevant (edited) subject 
lines rather than the original ones.

Is it possible to edit the subject line of a ticket in this way?

Thanks a lot for your help

Bis


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[otrs] Editing the subject line of a ticket

[bis]

Good morning
 
The problem I am having is that the subject lines of the tickets which come in 
are very random. 
 
What we would like is for the person distributing the tickets to be able to 
edit the subject line to something more directly relevant so that when we look 
at the Queue View the list of tickets displays the relevant (edited) subject 
lines rather than the original ones. 
 
Is it possible to edit the subject line of a ticket in this way?
 
Thanks a lot for your help
 
Bis


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[otrs] how to inform Admin before creating new account for new customer

[vaishali dolas]

Hi all,

I'm looking for a solution to how to inform Admin before creating new
account for new user.and admin can able to create new account for customer.
Is it possible to write a script or to do that InterfaceCustomer module?

Thanks in advance.



-- 
Best Regards,
Vaishali Dolas
Computational Research Laboratories Ltd.,
( A Wholly owned Subsidary of TATA SONS Ltd)
 Email : vaishali.do...@crlindia.com
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[otrs] how to inform Admin before creating new account for new customer

[vaishali dolas]

Hi all,

I'm looking for a solution to how to inform Admin before creating new
account for new user.and admin can able to create new account for customer.
Is it possible to write a script or to do that InterfaceCustomer module?

Thanks in advance.


-- 
Best Regards,
Vaishali Dolas
Computational Research Laboratories Ltd.,
( A Wholly owned Subsidary of TATA SONS Ltd)
 Email : vaishali.do...@crlindia.com
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Re: [otrs] Otrs quick start manual

[Varga Viktor]

It is not to hard to set up exchange mail box.

Simply create a mail box (a user) on the Exchange, and set the pop3 boxes in 
the otrs.

I found out, that you should create different users for different mail boxes, 
and do not share them in one user, because it doesnot wordked for me in a 
previous version, the solution was the separate mailbox.

I think this problem was an exchange releated, not an otrs releated.


üdvözlettel/best regards:
Varga Viktor
rendszerüzemeltetési és vevőszolgálati vezető
Netlock Kft.


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jevos, 
Peter
Sent: Tuesday, February 10, 2009 10:51 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Otrs quick start manual

Dear Michiel

Thanks for your answer, I appreciate it

I didn’t create a ticket through email cause I don’t know how to set it up 
correctly. We’re using standard Exchange server solution, and I didn’t find in 
the manual how to set it up.

I have created the ticket through customer webinterface and it appeared in the 
assigned queue as you said

How can I react to this queue ( response )

Is it important to set the email settings to be able to work with OTRS ?

I’m missing something like OTRS workflow schema, like:
1.The ticket was created ( how many ways can be used to do it )
2. ticket is accepted ( by whom, email ? )
3. how to response to the ticket ( by the email , by the web interface, how 
many ways can be used to do it )
And so on...

Thanks a lot
Btw OTRS looks really nice and useful

Br

pet


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel 
Beijen
Sent: Tuesday, February 10, 2009 9:30 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Otrs quick start manual

Hi Peter,

Your remark is on the spot, the documentation for OTRS is quite extensive but 
there is no such thing as a 'OTRS Quick Start Guide'.

This is also mentioned in the TODO list for the documentation: 
http://cvs.otrs.org/viewvc.cgi/doc-admin/TODO?revision=1.34&view=markup

Now onto your issues: did you create your ticket via email, via the Agent 
interface (index.pl) or via the CustomerUser interface (customer.pl) ? If you 
used the first option, are you really sure the mail was read (i.e. the cronjobs 
are set up properly?) You can verify this by running otrs/PostMasterMailbox.pl 
from a console.

Otherwise, if you did no further configuration, you should be able to see the 
ticket in the assigned queue. If you'd expected autoresponses, you should first 
configure those.

What helps is to just go in the admin area and explore the options there piece 
for piece. After that, read the manuals and then you'd have some idea to what 
you can do with OTRS...

Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl

On Mon, Feb 9, 2009 at 18:13, Jevos, Peter  wrote:
Hi

I'm new in the otrs project
I've installed it and examine the manual
However i'm missing basic steps to start to work with this nice tool and
see how work basic functions ( something like quick start guide )
Manual is prety nice described but it is bit huge with all these
features and options.

All I did was I've created new agent and customer. I assigned agent to
the grup users.

But I don't know what is the next steps to see it in the action.

I have created new ticket but it's appeared nowhere

Thanks a lot for your answers

pet

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[otrs] R: How to print all closed ticket since last week.

[CARNINO Daniele (FIAT ITEM)]

Simply go to search then

Select all closed states under "State"

Select Ticket closed last 1 week under "Close Times"

Select Result Form Print.

d,


Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di 
Trasschaert Karl
Inviato: mercoledì 11 febbraio 2009 9.47
A: otrs@otrs.org
Oggetto: [otrs] How to print all closed ticket since last week.

Hi all,

I'm looking for a solution to print all closed ticket  closed during the last 
week.
Is it possible to write a script or to do that with the stat or search module?

Thanks in advance.

Karl


Découvrez LE site avec tout ce qu'il y a de plus cool pour Messenger: Messenger 
Billboard
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[otrs] How to print all closed ticket since last week.

[Trasschaert Karl]

Hi all,

I'm looking for a solution to print all closed ticket  closed during the last 
week.
Is it possible to write a script or to do that with the stat or search module?

Thanks in advance.

Karl

_
Découvrez LE site avec tout ce qu'il y a de plus cool pour Messenger: Messenger 
Billboard !
http://www.messengerbillboard.be/fr___
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