[otrs] alpha 3 availability
Hi, I just saw very impressive demo of OTRS 3 available on otrs.org main page. They mention there about availability of alpha 3 on cvs. I went there, but the last branch is 2.5. Have you tried to get alpha 3? Maybe I missed something or it is not yet shared? Thanks in advance for your help Marek - 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] alpha 3 availability
Hi Marek, OTRS is open source. And all the source code is public available. Just take CVS head. This is the current OTRS 3 stage. :) -Martin On 25.06.2010, at 11:02, marekh...@poczta.onet.pl wrote: Hi, I just saw very impressive demo of OTRS 3 available on otrs.org main page. They mention there about availability of alpha 3 on cvs. I went there, but the last branch is 2.5. Have you tried to get alpha 3? Maybe I missed something or it is not yet shared? Thanks in advance for your help Marek - 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 configuring cron
Hi, I've the same problem: administra...@ubuntu10:/opt/otrs/var/cron$ sudo for foo in *.dist; do cp $foo `basename $foo .dist`; done-bash: syntax error near unexpected token `do' From: nils.leid...@leidex.net Date: Tue, 22 Jun 2010 22:54:09 +0200 To: otrs@otrs.org Subject: Re: [otrs] Problem configuring cron Hi, On 22.06.2010, at 14:52, Trasschaert Karl wrote:administra...@ubuntu10:/opt/otrs/var/cron$ sudo for foo in *.dist; do cp $foo `basename $foo .dist`; done # copies all files with .dist extension to regular name-bash: syntax error near unexpected token `do’ Could anyone help me to configure that ? Just try: sudo for foo in *.dist; do cp $foo `basename $foo .dist`; done Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project _ Surfez sans laisser de traces: téléchargez Internet Explorer 8 http://www.microsoft.com/belux/fr/windows/internet-explorer/- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Problem configuring cron
* Trasschaert Karl karl...@hotmail.com: Hi, I've the same problem: administra...@ubuntu10:/opt/otrs/var/cron$ sudo for foo in *.dist; do cp $foo `basename $foo .dist`; done-bash: syntax error near unexpected token `do' The ; ends the sudo command. Apply quotes or put for foo in *.dist; do cp $foo basename $foo .dist; done into a file and use: chmod 755 file sudo ./file -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - 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 configuring cron
Hi, Sorry, i'm certainly doing sothing wrong, but i just put the line or foo in *.dist; do cp $foo basename $foo .dist; done in a file, i've done the chmod 755 and run the file, here is the result. :s administra...@ubuntu10:/opt/otrs/var/cron$ sudo ./test1cp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directory Date: Fri, 25 Jun 2010 15:03:12 +0200 From: ralf.hildebra...@charite.de To: otrs@otrs.org Subject: Re: [otrs] Problem configuring cron * Trasschaert Karl karl...@hotmail.com: Hi, I've the same problem: administra...@ubuntu10:/opt/otrs/var/cron$ sudo for foo in *.dist; do cp $foo `basename $foo .dist`; done-bash: syntax error near unexpected token `do' The ; ends the sudo command. Apply quotes or put for foo in *.dist; do cp $foo basename $foo .dist; done into a file and use: chmod 755 file sudo ./file -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - 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/ _ Naviguez de façon simple et rapide: téléchargez Internet Explorer 8. http://www.microsoft.com/belux/fr/windows/internet-explorer/- 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 configuring cron
* Trasschaert Karl karl...@hotmail.com: Hi, Sorry, i'm certainly doing sothing wrong, but i just put the line or foo in *.dist; do cp $foo basename $foo .dist; done in a file, i've done the chmod 755 and run the file, here is the result. :s administra...@ubuntu10:/opt/otrs/var/cron$ sudo ./test1cp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directorycp: target `.dist' is not a directory You didn't define $foo. But at least it's working now :) -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] OTRS Change Management
HI All, Is there any chance by which an email processed through Post master filter can be created as ticket under change process. Thanks Siva Prasad - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] OTRS Templates
Hi All, Please give me some templates for release, change,patch and incident process 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/
[otrs] Tickets and Updates
Hi All, If a ticket is created primarily in OTRS and if we get an update to the ticket..can we create a post master filter where the update received can be added as notes to the existing ticket 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/
[otrs] about ChangeManament and translations
Hello there, We're facing the following two issues regarding the ChangeManagement module and its translations: 1. Both Changes and WorkOrders share two states: 'in progress' and 'cancelled'. When trying to adapt each one to the common language (company wording) of the Organization adopting this process, we figured out each one should be translated to different expressions but when creating conditions for a given change, OTRS only picks the first translation found, forcing us to use a single translation for both. How can we make sure each expression keeps its own translation on any screen? 2. We completely translated each Change Management notification to our language but when any notification arrives, the variables OTRS_CHANGE_ChangeState and OTRS_WORKORDER_WorkOrderState won't translate, causing confusion on both customer and agents who recieve them. Is there any way to force notifications to read the language files? Should we report bugs for this situations? Thanks in advance for your help, Leonardo Certuche www.itconsultores.com.co - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Tickets and Updates
Hi, On 25.06.2010, at 17:31, Siva Prasad wrote: If a ticket is created primarily in OTRS and if we get an update to the ticket..can we create a post master filter where the update received can be added as notes to the existing ticket This is done if there is the ticket number in the subject. Freundliche Grüße Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] about ChangeManament and translations
Hi, I strongly recommend to subscribe yourself to the ITSM mailinglist for such posts. However, let me try to help. On 25.06.2010, at 17:45, Leonardo Certuche wrote: We're facing the following two issues regarding the ChangeManagement module and its translations: Both Changes and WorkOrders share two states: 'in progress' and 'cancelled'. When trying to adapt each one to the common language (company wording) of the Organization adopting this process, we figured out each one should be translated to different expressions but when creating conditions for a given change, OTRS only picks the first translation found, forcing us to use a single translation for both. How can we make sure each expression keeps its own translation on any screen? This seems to be an unwanted behaviour as each one should have his own OTRS internal name. We completely translated each Change Management notification to our language but when any notification arrives, the variables OTRS_CHANGE_ChangeState and OTRS_WORKORDER_WorkOrderState won't translate, causing confusion on both customer and agents who recieve them. Is there any way to force notifications to read the language files? This is because within the variables are the database values used and not the Agent-Based translation files. Should we report bugs for this situations? YES PLEASE !!! ;-)) Freundliche Grüße Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] A few quick questions
Hey all, I'm a complete newb to OTRS so be easy if you can. :) Just installed a few days ago, and had a few initial issues but some excellent help from Michiel and he explained what I was missing. So far, for what I'm doing the system is great! I cam from Cerberus so the learning curve is much steeper, however the system is tons more powerful. The 2 main things I need some help with are: 1) Can someone tell me how to use the Survey module? From reading it seems like one can use it to email a customer after a ticket has been closed to solicit their input on their satisfaction level with the service, which for a 1 man shop like myself is definitely valuable. I have it installed but if I click the Survey button it shows just an Overview screen with some headers (Number, Title,Status and Created) but there is nothing under them and no Add button I can see to create a new one. Am I missing something stupid here? 2) One of the queues I have is called Support. What I would like to be able to do is have something like this happen when an inbound email is received for that queue: A) Email comes into Support queue B) System creates a new ticket and if the email address is NOT in the Customer Users database then add that email and create a random password B1) If email IS in the Customer User database then just go to step C C) Build a autoresponse email including a URL for the customer portal based on step B above, ie: it its a new customer the email contains login name, password, and URL for login page. If they ARE in the customer user db, leave the login information out of the autoresponse and give them a URL direct to that ticket number if possible? I think this is doable from the features I've seen for the system. I already have basic autoresponders working fine, but don't know how to accomplish creating a new customer account if they dont exist, and how to create the logic needed to build the URL's based on whether the customer is in the db or not. 3) Has anyone integrated OTRS with SugarCRM? I know it can be done and Michiel pointed me to the customer db backend docs, but like I said I'm still trying to learn OTRS itself and am not really familiar with Sugar either as I just installed it a few days ago. What I would like to do is keep my actual customer info (Name, address, city, phone, email, etc.) in Sugar and then have OTRS be able to pull that info from sugar when a ticket is created based on customer id (which looks like is just the email address in OTRS, which also exists in Sugar, as they have no specific customer id field) and be able to put a list of ticket numbers for that customer in their information in sugar, maybe in the notes field? Any help with any of the above would be GREATLY appreciated! Looking forward to having OTRS help keep things running smoothly! Kevin - 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-de] Neue Nachricht sowohl an Besitzer als auch an denVerantwortlichen
Martin Edenhofer schrieb: [...] Soll ich zum rein sehen für ein paar Tage ein Test-System bereit stellen? Hi Martin, ich habe das gerade mitgelesen. Falls du damit ein (halb-)öffentlich zugängliches OTRS-3.0-Demosystem meinst, wie unter http://www.otrs.com/de/tools/demo/ , oder eine herunterladbare fertige VM, dann bekunde ich hiermit starkes Interesse :) Das wäre einfach klasse und sehr hilfreich. Grüße Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Neue Nachricht sowohl an Besitzer als auch an denVerantwortlichen
Lieber Martin, das wäre Megaweltklasse !! LG aus Züri Tilo -- Tilo Seiring, Macsupporter Kundenbetreuung Zürcher Hochschule der Künste / Zurich University of the Arts ITZ, Ausstellungsstrasse 60, CH-8005 Zuerich Tel. +41 43 446 21 22, Fax +41 43 446 45 21 Am 25.06.2010 um 14:12 schrieb Alexander Halle: Martin Edenhofer schrieb: [...] Soll ich zum rein sehen für ein paar Tage ein Test-System bereit stellen? Hi Martin, ich habe das gerade mitgelesen. Falls du damit ein (halb-)öffentlich zugängliches OTRS-3.0-Demosystem meinst, wie unter http://www.otrs.com/de/tools/demo/ , oder eine herunterladbare fertige VM, dann bekunde ich hiermit starkes Interesse :) Das wäre einfach klasse und sehr hilfreich. Grüße Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
