Re: [otrs] Ticket Solution Time
no problem,
here is the link to the (german) otrs-forum entry
http://www.otrs-forum.de/viewtopic.php?f=21&t=3219
quick translation:
in this patch, I'm using the "Additional ITSM fields" in the SLA calculation
"Repair start time" if entered is treated as start point for reponse time
"Recovery start time" if entered is treated as start point for recovery time
if "Repair start time" is entered and no "Recovery start time" is entered,
"Repair start time" will be used as start point for recovery time
you only have to change 2 files (OTRS programmers did a great job!)
/opt/otrs/Kernel/System # diff -u Ticket.pm.save Ticket.pm
--- Ticket.pm.save 2009-05-08 15:19:58.0 +0200
+++ Ticket.pm 2009-05-08 18:56:08.0 +0200
@@ -1860,7 +1860,8 @@
else {
my $DestinationTime = $Self->{TimeObject}->DestinationTime(
StartTime => $Self->{TimeObject}->TimeStamp2SystemTime(
-String => $Ticket{Created}
+String => $Ticket{TicketFreeTime3} ?
$Ticket{TicketFreeTime3} : $Ticket{Created}
),
Time => $Escalation{FirstResponseTime} * 60,
Calendar => $Escalation{Calendar},
@@ -2021,7 +2022,8 @@
else {
my $DestinationTime = $Self->{TimeObject}->DestinationTime(
StartTime => $Self->{TimeObject}->TimeStamp2SystemTime(
-String => $Ticket{Created}
+String => $Ticket{TicketFreeTime4} ?
$Ticket{TicketFreeTime4} : $Ticket{TicketFreeTime3} ? $Ticket{TicketFreeTime3}
: $Ticket{Created}
),
Time => $Escalation{SolutionTime} * 60,
Calendar => $Escalation{Calendar},
/opt/otrs/Kernel/Modules # diff -u AgentTicketAddtlITSMField.pm.save
AgentTicketAddtlITSMField.pm
--- AgentTicketAddtlITSMField.pm.save 2009-05-08 19:40:32.0 +0200
+++ AgentTicketAddtlITSMField.pm2009-05-08 19:37:53.0 +0200
@@ -683,6 +683,13 @@
);
}
}
+ #
+ # rebuild ticketindex
+ #
+ $Self->{TicketObject}->TicketEscalationIndexBuild(
+ TicketID => $Self->{TicketID},
+ UserID => $Self->{UserID},
+ );
# set article free text
for ( 1 .. 3 ) {
if ( defined( $GetParam{"ArticleFreeKey$_"} ) ) {
Best regards
Wolfgang
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von
Leonardo Certuche
Gesendet: Mittwoch, 20. Mai 2009 02:31
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Ticket Solution Time
Hi there,
What Carolina asks is the way IT outsourcing providers want their service to be
measured and we haven't been able to achive it. We tried to move tickets to a
queue or an SLA associated to calendars without working ours but once you move
them back, they keep counting from created time.
The patch Wolfgang mention would be very helpful. Where can we grab a copy to
give it a try?
Besides that, although the reports available in ITSMServiceLevelManagement and
otrs-manager are plenty, there seems to be missing reports that mesure working
time spent on each ticket depending on the calendar associated. Does anyone
have queries like that to share?
Thanks in advance,
Leonardo Certuche
301 284 6250
460 0727 ext 5559
leonardo.certuche AT itcon-ltda.com
www.itcon-ltda.com
Cra 31 # 54-10 TECNOSOFT
Medellín, Colombia
2009/5/19 Fürtbauer Wolfgang
Hi,
As far as I know: no way to configure.
But if you,re using ITSM I posted a patch recently, which would help
Best regards
Wolfgang
---
Wolfgang Fürtbauer
Head of IT
Asamer Holding AG
Von: otrs-boun...@otrs.org
An: User questions and discussions about OTRS.
Gesendet: Tue May 19 23:41:28 2009
Betreff: [otrs] Ticket Solution Time
Hello!!!
I have a question related to the calculation of total ticket solution
time: Is it possible for OTRS to have like a "frozen" time which does not
affect the time of SLA? I have an example:
Suppose you define a SLA called "High" and you define that ticket
solution time for this SLA is 1 hour. One day you receive a ticket with a High
SLA at 9:00 am, and according to the requeriment of customer you need to
contact a supplier to get a hardware component, this supplier tells you that
this component could give you 1 day after, so until that time you have to wait
and ticket can't be closed. If you are mesuring SLA and users who give solution
to tickets, you can realize that for the calculation of real ticket solution
time it is not correct to include that day you were wating for supplier,
because if, for example, you take this
[otrs] Stable version of otrs for CentOS 5.2 ??
hi, i have worked with otrs 2.2.7 on a debian machine, but now i am planing for otrs on CentOS, please suggest which version of otrs is stable for CentOS 5.2. thanks -- regards: Amanpreet Singh - 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] why ticket's body or note is mandatory?
Why bother adding a note if you are going to leave the body empty? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Afshar Mohebbi Sent: Tuesday, May 19, 2009 1:01 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] why ticket's body or note is mandatory? Any idea about it? On Sat, May 16, 2009 at 7:06 PM, Afshar Mohebbi wrote: Hi all, Why I can not leave ticket notes empty? Can I switch off this option? This is also applicable on ticket's body. Regards, Afshar Mohebbi - 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] Mass import users
Does anyone have a script to mass import users as customers into OTRS 2.3.4? Perhaps from an Active Directory dumped into a CVS file? - 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] Stats error
This is not the case here. Thanks Afshar. Does anyone else have any ideas?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Afshar
Mohebbi
Sent: Monday, May 11, 2009 10:54 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Stats error
Hi Maurice,
I have seen such an error message when I was accessing a report by editing URL.
I used and ID that did not exist! Obviously this was my fault not OTRS.
Afshar Mohebbi
On Tue, May 12, 2009 at 2:59 AM, Maurice James wrote:
Has anyone see these errors?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Maurice
James
Sent: Wednesday, May 06, 2009 7:47 PM
To: 'User questions and discussions about OTRS.'
Subject: [otrs] Stats error
I get these errors while during step 2 of trying to create a report
This was from the page
Can't use string ("0") as a HASH ref
while "strict refs" in use at ../..//Kernel/Modules/AgentStats.pm line 1380.
This was from the system log
Wed May 6 09:03:12 2009 error OTRS-CGI-10 StatsGet: Can't get Stat!
Wed May 6 09:03:11 2009 error OTRS-CGI-10 StatsUpddate: Can't get stats,
perhaps you have an invalid stats id! (StatsID => 5)
Wed May 6 09:03:11 2009 error OTRS-CGI-10 StatsGet: Can't get Stat!
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Re: [otrs] Ticket Solution Time
Hi there, What Carolina asks is the way IT outsourcing providers want their service to be measured and we haven't been able to achive it. We tried to move tickets to a queue or an SLA associated to calendars without working ours but once you move them back, they keep counting from created time. The patch Wolfgang mention would be very helpful. Where can we grab a copy to give it a try? Besides that, although the reports available in ITSMServiceLevelManagement and otrs-manager are plenty, there seems to be missing reports that mesure working time spent on each ticket depending on the calendar associated. Does anyone have queries like that to share? Thanks in advance, Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certuche AT itcon-ltda.com www.itcon-ltda.com Cra 31 # 54-10 TECNOSOFT Medellín, Colombia 2009/5/19 Fürtbauer Wolfgang > Hi, > > As far as I know: no way to configure. > But if you,re using ITSM I posted a patch recently, which would help > > Best regards > Wolfgang > --- > Wolfgang Fürtbauer > Head of IT > Asamer Holding AG > > -- > *Von*: otrs-boun...@otrs.org > *An*: User questions and discussions about OTRS. > *Gesendet*: Tue May 19 23:41:28 2009 > *Betreff*: [otrs] Ticket Solution Time > Hello!!! > > I have a question related to the calculation of total ticket solution > time: Is it possible for OTRS to have like a "frozen" time which does not > affect the time of SLA? I have an example: > > Suppose you define a SLA called "High" and you define that ticket solution > time for this SLA is 1 hour. One day you receive a ticket with a High SLA at > 9:00 am, and according to the requeriment of customer you need to contact a > supplier to get a hardware component, this supplier tells you that this > component could give you 1 day after, so until that time you have to wait > and ticket can't be closed. If you are mesuring SLA and users who give > solution to tickets, you can realize that for the calculation of real ticket > solution time it is not correct to include that day you were wating for > supplier, because if, for example, you take this time you would have than > SLA was not achieved. > > Thanks. > > -- > Caro R. > > - > 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] Ticket Solution Time
Hi, As far as I know: no way to configure. But if you,re using ITSM I posted a patch recently, which would help Best regards Wolfgang --- Wolfgang Fürtbauer Head of IT Asamer Holding AG Von: otrs-boun...@otrs.org An: User questions and discussions about OTRS. Gesendet: Tue May 19 23:41:28 2009 Betreff: [otrs] Ticket Solution Time Hello!!! I have a question related to the calculation of total ticket solution time: Is it possible for OTRS to have like a "frozen" time which does not affect the time of SLA? I have an example: Suppose you define a SLA called "High" and you define that ticket solution time for this SLA is 1 hour. One day you receive a ticket with a High SLA at 9:00 am, and according to the requeriment of customer you need to contact a supplier to get a hardware component, this supplier tells you that this component could give you 1 day after, so until that time you have to wait and ticket can't be closed. If you are mesuring SLA and users who give solution to tickets, you can realize that for the calculation of real ticket solution time it is not correct to include that day you were wating for supplier, because if, for example, you take this time you would have than SLA was not achieved. Thanks. -- Caro R. - 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] Ticket Solution Time
Hello!!! I have a question related to the calculation of total ticket solution time: Is it possible for OTRS to have like a "frozen" time which does not affect the time of SLA? I have an example: Suppose you define a SLA called "High" and you define that ticket solution time for this SLA is 1 hour. One day you receive a ticket with a High SLA at 9:00 am, and according to the requeriment of customer you need to contact a supplier to get a hardware component, this supplier tells you that this component could give you 1 day after, so until that time you have to wait and ticket can't be closed. If you are mesuring SLA and users who give solution to tickets, you can realize that for the calculation of real ticket solution time it is not correct to include that day you were wating for supplier, because if, for example, you take this time you would have than SLA was not achieved. Thanks. -- Caro R. - 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] Creating customer users from tickets
Hello all - a brand new user here... Is there an easy way, when looking at a ticket message, to create a new customer user? It seems to me that this would be a common flow: 1. User, reading website, sends message to support OTRS system 2. Support person finds message in queue and thinks "They might like to follow the progress of their tickets", and "I might want to initiate messages to them in future". 3. Support person clicks magic button to create Customer User based on the email sender. Is there such magic button? Then, ideally: 4. Any emails henceforth automatically get new footer which includes "You can follow the status of your tickets by doing XYZ" Is this possible? Many thanks, Quentin - 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] Otrs installation for Mssqlserver2005
Hi Afshar,
To start with, is Active perl installation must for sqlserver to work for OTRS?
i don't have active perl installation in my system.
#settings for mSsqlserver
$Self->{DatabaseDSN} =
"DBI:ODBC:driver={SQLServer};Server=58.2.71.49,1433;database=otrs;uid=otrs;pwd=password;";
$Self->{"Database::Type"} = 'mssql';
$Self->{DatabaseUserTable} = 'users'';
#--#
does config.pm checks "db.pm" by anyway.
pls send any working config.pm,it would be of great help.thanks in advance
afshar
Ravi Shankar
From: Afshar Mohebbi
To: User questions and discussions about OTRS.
Sent: Tuesday, May 19, 2009 10:17:04 AM
Subject: Re: [otrs] (no subject)
Could you provide your config.pm and your logs?
Afshar Mohebbi
On Mon, May 18, 2009 at 7:17 PM, ravi shanker wrote:
Hi ,
please help me with configuring sqlserver2005 to Otrs. i have added DSN
->system DSN connecting to OTRS in Config.pm.
lndex.pl page is coming ,when i enter r...@localhost and password.page can't
found error is coming.
Regds
Ravi Shankar
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Re: [otrs] Problem mapping Customer Users to Services
You could use checkboxmate or checkfox, both are firefox add-ons that will make your clicking tasks easier ;) Leonardo Certuche On Tue, May 19, 2009 at 2:52 AM, Richard Cross wrote: > I'm using OTRS 2.3.4 with ITSM 1.2.3, and having difficulty managing our > company services against customer users. I have organised the company > services into a logical hierarchy, but we manage a lot of different services > and after entering around 25% of our services, I've already got about 100 > checkboxes that have to be individually selected when I map customer users > to the relevant services. This makes the process tricky and time consuming. > > Is there a way I can check the box at a high level so that all of the > services underneath are checked? Perhaps some other way to make this job > less painful and prone to error? > > > Richard Cross > Software Engineer > Rockshore Ltd > > Rockshore Ltd (reg no. 04563967) registered in England & Wales with a > registered office of 17-21 Wyfold Road, London, SW6 6SE, ENGLAND. > > > - > 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] Problem with reply message
Thanks. Now alla works! Nicola 2009/5/19 Michiel Beijen : > Go to Admin and then to Responses <> Queue to tie responses to queues. Also > the empty message has to be tied to a queue in order to use it. > > KR > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http://beefreeit.nl > > > On Tue, May 19, 2009 at 14:11, Nicola wrote: >> >> Hi to all. >> >> I've installed OTRS 2.3.4 on Suse linux 10. >> All is working but I have a problem. >> >> I can reply only to tickey in the RAW queue. >> If message are moved to another queue there is no link for compose the >> empty message. >> >> Message from the RAW queue are sent correctly to user that generate the >> ticket. >> >> Is happened to anyone? >> >> Thanks >> Nicola >> - >> 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] Problem with reply message
Go to Admin and then to Responses <> Queue to tie responses to queues. Also the empty message has to be tied to a queue in order to use it. KR -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Tue, May 19, 2009 at 14:11, Nicola wrote: > Hi to all. > > I've installed OTRS 2.3.4 on Suse linux 10. > All is working but I have a problem. > > I can reply only to tickey in the RAW queue. > If message are moved to another queue there is no link for compose the > empty message. > > Message from the RAW queue are sent correctly to user that generate the > ticket. > > Is happened to anyone? > > Thanks > Nicola > - > 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] Problem with reply message
Hi to all. I've installed OTRS 2.3.4 on Suse linux 10. All is working but I have a problem. I can reply only to tickey in the RAW queue. If message are moved to another queue there is no link for compose the empty message. Message from the RAW queue are sent correctly to user that generate the ticket. Is happened to anyone? Thanks Nicola - 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] Valid child-queue of invalid parent
Thanks for the excellent suggestions. Will try both :-) Cheers! Marius Shawn Beasley wrote: Hi All, On 19.05.2009, at 11:55, Frans Stekelenburg wrote: Yeah, I think I did that once. Outcome was pretty nice to (one could select the child, parent was grey): Make parent valid. Create child. Make parent invalid again. I would recommend leaving the queue valid, but not assigning any permissions to it. This would be just as effective, and IMHO a cleaner solution. Hi again, Is there any way of creating a child queue (for example Bugs:Frontend) that is valid, where the parent (Bugs) is not (or at least can't contain tickets)? -- Shawn Beasley Support Technician ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/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] Company tickets
I assume that under your item one that you meant to say ... created new Company called XYZ? Don't know who might have said that all items would update... as you have noted they will not. To my knowledge you have two options, manual edit tickets via OTRS interface or edit database directly. Manual edit may not be practical for 200 tickets. It's been some time since I've had to update the database as such, but it took all of 5 minutes to figure it out. Not hard... _ From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Tim Bos Sent: Tuesday, May 19, 2009 12:51 AM To: otrs@otrs.org Subject: [otrs] Company tickets In a previous message, someone said that when you change the customerID on a user, it will update all the old tickets from that user automatically... I tried this, and it didn't work. This is what I did: 1: Create new Customer called XYZ (customerID = xyz) 2: Create new user called John Doe, with a customer ID of XYZ and email of j...@doe.com Doesn't this mean that ALL older tickets from j...@doe.com should automatically come under this Customer Company and user?? If not, how can I go back and update all the tickets so that they're under the right customer. There's over 200 tickets that I want to correctly assign to this customer. Thanks. - 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] Valid child-queue of invalid parent
Hi All, On 19.05.2009, at 11:55, Frans Stekelenburg wrote: Yeah, I think I did that once. Outcome was pretty nice to (one could select the child, parent was grey): Make parent valid. Create child. Make parent invalid again. I would recommend leaving the queue valid, but not assigning any permissions to it. This would be just as effective, and IMHO a cleaner solution. Hi again, Is there any way of creating a child queue (for example Bugs:Frontend) that is valid, where the parent (Bugs) is not (or at least can't contain tickets)? -- Shawn Beasley Support Technician ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/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] Valid child-queue of invalid parent
Yeah, I think I did that once. Outcome was pretty nice to (one could select the child, parent was grey): Make parent valid. Create child. Make parent invalid again. Amazing piece of birth control ;-) gr, Frans > -Original Message- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Marius Schrecker > Sent: dinsdag 19 mei 2009 10:32 > To: User questions and discussions about OTRS. > Subject: [otrs] Valid child-queue of invalid parent > > Hi again, > > Is there any way of creating a child queue (for example > Bugs:Frontend) that is valid, where the parent (Bugs) is not (or at > least can't contain tickets)? > > Cheers! > > Marius > - > 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] mail format
Excellent! Thank you. I hadn't realised how powerful the SysConfig area was :-) Cheers! Marius Shawn Beasley wrote: Hi Marius, On 19.05.2009, at 11:12, Marius Schrecker wrote: Hi again, I'm a bit confused about the format of answers. More specifically about the placement of the text from the original mail. I always get : Salutation Original text Configured reply Signature Config Options: Ticket -> Frontend::Agent::Ticket::ViewCompose Here you can modify the elements of the template, and how they are displayed. Obviously I can get around the limitation using carefully worded salutations, but it would be nice to be able to move the original text, or leave it out altogether. Where is the geography for these responses configured? -- Shawn Beasley Support Technician ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/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] mail format
Hi Marius, On 19.05.2009, at 11:12, Marius Schrecker wrote: Hi again, I'm a bit confused about the format of answers. More specifically about the placement of the text from the original mail. I always get : Salutation Original text Configured reply Signature Config Options: Ticket -> Frontend::Agent::Ticket::ViewCompose Here you can modify the elements of the template, and how they are displayed. Obviously I can get around the limitation using carefully worded salutations, but it would be nice to be able to move the original text, or leave it out altogether. Where is the geography for these responses configured? -- Shawn Beasley Support Technician ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/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] mail format
Hi again, I'm a bit confused about the format of answers. More specifically about the placement of the text from the original mail. I always get : Salutation Original text Configured reply Signature Obviously I can get around the limitation using carefully worded salutations, but it would be nice to be able to move the original text, or leave it out altogether. Where is the geography for these responses configured? Cheers! Marius - 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] search: csv export
Hi all, I like to add the "Solution" and "closing time" to csv export in the search section? I'm using Fedora 9, with OTRS 2.3.4 (ITSM 1.2.3). So is it possible to add it to csv export? I looked at de AdminSysConfig -> Ticket::Frontend::AgentTicketSearch###SearchCSVData But I don't know which text fields i can add(which name)? I think "csvsearch" searches only in the table "ticket" from the otrs database, maybe it is possible to add a table to the search function thanks all! Kind regards, Sander The netherlands - 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] Valid child-queue of invalid parent
Hi again, Is there any way of creating a child queue (for example Bugs:Frontend) that is valid, where the parent (Bugs) is not (or at least can't contain tickets)? Cheers! Marius - 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] Problem mapping Customer Users to Services
I'm using OTRS 2.3.4 with ITSM 1.2.3, and having difficulty managing our company services against customer users. I have organised the company services into a logical hierarchy, but we manage a lot of different services and after entering around 25% of our services, I've already got about 100 checkboxes that have to be individually selected when I map customer users to the relevant services. This makes the process tricky and time consuming. Is there a way I can check the box at a high level so that all of the services underneath are checked? Perhaps some other way to make this job less painful and prone to error? Richard Cross Software Engineer Rockshore Ltd Rockshore Ltd (reg no. 04563967) registered in England & Wales with a registered office of 17-21 Wyfold Road, London, SW6 6SE, ENGLAND. - 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] Multiple Email, 1 customer user
I think this is a very valid request; it has already been logged in Bugzilla. http://bugs.otrs.org/show_bug.cgi?id=3770 Now only if a company wanted it so badly that they coded it (or hired someone to code it)... KR -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Tue, May 19, 2009 at 09:45, Marius Schrecker wrote: > Tim Bos wrote: > >> >> Is it possible to have multiple email addresses for 1 customer user. We >> have some customers that use multiple email addresses, and I don’t want to >> have to give them multiple logins. >> >> I found an article from 2 years ago with the same request, but there was >> no answer. >> >> Thanks. >> >> >> >> - >> 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/ >> > Do you want full functionality for the extra addresses, or is this for > information only (like a telephone number)? > > Just a guess, as I'm a noob here, but can you not add fields for extra > E-mail addresses in the customer_user table, then map them up using the > array I've been asking about in Config.pm? Not exactly a great solution as > adding information in this way gives a very un-normalised db structure, and > the extra fields will show up for everyone. I'm guessing that only the > original otrs.customer_user.email field will be used for system E-mails and > that you must also keep the name of this unchanged for the mailing to work. > > Cheers! > > Marius > - > 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] Multiple Email, 1 customer user
Tim Bos wrote: Is it possible to have multiple email addresses for 1 customer user. We have some customers that use multiple email addresses, and I don’t want to have to give them multiple logins. I found an article from 2 years ago with the same request, but there was no answer. Thanks. - 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/ Do you want full functionality for the extra addresses, or is this for information only (like a telephone number)? Just a guess, as I'm a noob here, but can you not add fields for extra E-mail addresses in the customer_user table, then map them up using the array I've been asking about in Config.pm? Not exactly a great solution as adding information in this way gives a very un-normalised db structure, and the extra fields will show up for everyone. I'm guessing that only the original otrs.customer_user.email field will be used for system E-mails and that you must also keep the name of this unchanged for the mailing to work. Cheers! Marius - 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] Archive
Hi Mani, Very good question, I am happy to answer :-) ==> http://www.mail-archive.com/ I find this site quite useful. For this list [otrs]: http://www.mail-archive.com/otrs@otrs.org/ Also for the DEV list: http://www.mail-archive.com/d...@otrs.org/info.html Of course the ITSM list: http://www.mail-archive.com/i...@otrs.org/info.html Even the german version (although I don't understand why those guys not join the English lists ;-)) http://www.mail-archive.com/otrs...@otrs.org/info.html Do you recall your messages Mani? :-) http://www.mail-archive.com/search?l=otrs%40otrs.org&q=padisetti gr, Frans > -Original Message- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Mani Padisetti > Sent: dinsdag 19 mei 2009 08:54 > To: User questions and discussions about OTRS. > Subject: [otrs] Archive > > Evening > > A while ago Frans or someone gave the link for the archived emails for > this discussion group so that we could search for the answers before > posting. Would anyone be kind enough to send that link? Many thanks > > Rgds > Mani > - > 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] Noob - customising Customer User fields
Hi again, Thanks for the link. I still can't see exactly how much of the section from Defaults.pm needs to be loaded into Config.pm. I have the functionality working correctly by copying the whole of the "CustomerUser stuff" section, but the question was if I can get away with less (i.e only the settings which differ from the (hidden) defaults. Config.pm will get very long if each section with one non-default setting needs to be present in its entirity. The documentation only mentions the Map array itself, but this is clearly too little. Cheers! Marius LQ Marshall wrote: I'm wanting to add some phone fileds to the Customer User panel, as per the first steps documentation. I've added three fields to the database table for Cellphone, Direct, and switchboard, and am looking at the "CustomerUser stuff" The complete configuration change is located in Chapter 11 (11.2 to be specific, I think?) of the documentation. http://doc.otrs.org/2.3/en/html/x1638.html - 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] Archive
Sorry, I meant a searchable archive. Anyone has a link for searchable archive of the emails? Rgds Mani Mani Padisetti wrote: Evening A while ago Frans or someone gave the link for the archived emails for this discussion group so that we could search for the answers before posting. Would anyone be kind enough to send that link? Many thanks Rgds Mani - 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/
