Re: [otrs] migración
2010/8/27 DM_Julio Angulo dm_jang...@equifax.com.pe: Como puedo migrar otrs de la computadoraA la nueva computadoraB, ¿qué archivos debo copiar? How to migrate from computerA to new computerB, what files need copy? Tec. Julio Angulo Hola Julio, El proceso para la migración depende mucho de cómo hayas configurado OTRS. Algunas cosas que debes considerar para la migración: - vas a migrar también la base de datos? - tienes configurado OTRS para guardar los adjuntos como archivos o en la base de datos? - tienes alguna customización? (por ejemplo, modificaciones a los archivos .dtl) - tienes usuarios locales para el sistema oeprativo? (por ejemplo, para integrar OTRS con el sistema de correo) Si es un sistema delicado que debe tener alta disponibilidad, te recomiendo que uses los servicios de una empresa especializada como la que te ofrecieron por este mismo medio. En caso contrario te recomiendo que lo hagas por tí mismo, no es tan difícil Saludos cordiales, Alan - 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
Re: [otrs] viewing e-mail tickets in web-console
Hi Дмитрий, a) seems, that you have done everything right b) please check, if the email address of the customer is matching with the email address of the customer in the customer database Hope this will help. -Martin On 25.08.2010, at 22:17, Дмитрий Бехтерев wrote: Hello! I am new user and I'm starting learn OTRS as a base software for supporting users. So I create one group Clients and put to it my new customer user user. User user has ro and rw rights to this group. Also I create new queue AAA and put it to the group Clients. Also I set up PostMaster mail account and assaign it to my queue. Next I send e-mail from user user to OTRS mail. User has registered e-mail in my OTRS. Admin OTRS see the ticket that have been created on user's e-mail. But when user log in to customer web-part OTRS (customer.pl) he doesn't see anything. Is it possible view all e-mail based tickets also in customer web interface? Thanks. Blog: http://edenhofer.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
[otrs] email configuration?????
Dear Team, How do I configure email send and receive on the OTRS system running on a windows server 2008? Help me .pls give the certain steps that i want to do in otrs. - 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
Re: [otrs] email configuration?????
Joseph, no offense, but please start by reading the manuals and doing some research. If you have specific questions, please post all the details here and let us know what you have already tried to get it working. If you do not know your way around configuring software, you might be better of by hiring an OTRS consultant. Arnold. On Fri, 27 Aug 2010 13:26:00 +0530, Joseph Thomas jtho...@suyati.com wrote: Dear Team, How do I configure email send and receive on the OTRS system running on a windows server 2008? Help me .pls give the certain steps that i want to do in otrs. - 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
[otrs] Help Me please...
Dear Team, i have a problem with email configuration.when i run my postmaster mail account, i hav a problem.Here im attaching the print screen of that issue.Pls Help Me...soon attachment: problem.jpg- 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
Re: [otrs] Help Me please...
Again, Please try RTFM before and try also some google search and some mail-archive search. for this: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=363 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=363and if no luck try considering Arnold hint to involve some OTRS consultant or en...@otrs.com On Fri, Aug 27, 2010 at 11:06 AM, Joseph Thomas jtho...@suyati.com wrote: Dear Team, i have a problem with email configuration.when i run my postmaster mail account, i hav a problem.Here im attaching the print screen of that issue.Pls Help Me...soon - 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 - 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
[otrs] manish ramteke wants to stay in touch on LinkedIn
LinkedIn User, I'd like to add you to my professional network on LinkedIn. - manish ramteke manish ramteke Software Engineer at Persistent Systems Nagpur Area, India Confirm that you know manish ramteke https://www.linkedin.com/e/-djuqdm-gdcv9ngg-1g/isd/1607925125/8y3hTWei/ -- (c) 2010, LinkedIn Corporation- 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
Re: [otrs] STATS - Ticket closed with SLA Violation
Praise you Leonardo!!! ))) And nice trick BTW ) I was trying to - rewrite module ) On 25 авг, 23:30, Leonardo Certuche leonardo.certu...@itconsultores.com.co wrote: Hello, I'm also sad of OTRS behavior regarding SLAs. In order to save somewhere else SLA times before they get reset, we're using the following SQL table and trigger. I hope it helps and if anyone has as better approach (or if newer version won't reset those times) please let us know here. CREATE TABLE IF NOT EXISTS `sla_times` ( `tn` varchar(50) NOT NULL, `fecha1eraRespuesta` datetime NOT NULL, `fechaActualizacion` datetime NOT NULL, `fechaSolucion` datetime NOT NULL, UNIQUE KEY `tn` (`tn`) ) USE OTRS; DELIMITER $$ DROP TRIGGER IF EXISTS `otrs`.`copiar_tiempos_SLA`$$ CREATE TRIGGER `copiar_tiempos_SLA` AFTER UPDATE ON `ticket` FOR EACH ROW BEGIN IF NEW.escalation_update_time !=0 THEN REPLACE INTO sla_times (tn,fecha1eraRespuesta,fechaActualizacion,fechaSolucion) SELECT t.tn, FROM_UNIXTIME(t.escalation_response_time), FROM_UNIXTIME(t.escalation_update_time), FROM_UNIXTIME(t.escalation_solution_time) FROM ticket t,ticket_state ts,ticket_state_type tst WHERE t.tn=NEW.tn and t.ticket_state_id=ts.id and tst.id=ts.type_id and tst.id!=3; END IF; END $$ DELIMITER ; Leonardo Certuchewww.itconsultores.com.co On 25 August 2010 07:16, Ruslan r31...@gmail.com wrote: hi every one. I'm trying to create Stat-report with list of tickets closed with SLA violation. But when ticket is closed, it seems that sustem reset escalation time - ... I think it's wrong action. Any way - i need to analyze SLA violation in any time period. Anyone have any suggestion? - 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 - 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 - 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
[otrs] Help Me please...
Dear Team, we have a set of customers and i want to manage those customers in a group. how can it b possible? when i click this link..[ Customer Users - Groupshttp://localhost/otrs/index.pl?Action=AdminCustomerUserGroup] im getting a message like this, Warning: Sorry, feature not active! *Comment:* CustomerGroupSupport needs to be active in Kernel/Config.pm, read more about this feature in the documentation. Take care!' wat should i do for this? pls give the steps that i want to do. - 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
Re: [otrs] Help Me please...
it's a joke and you are a bot ?! :D On Fri, Aug 27, 2010 at 3:01 PM, Joseph Thomas jtho...@suyati.com wrote: Dear Team, we have a set of customers and i want to manage those customers in a group. how can it b possible? when i click this link..[ Customer Users - Groupshttp://localhost/otrs/index.pl?Action=AdminCustomerUserGroup] im getting a message like this, Warning: Sorry, feature not active! *Comment:* CustomerGroupSupport needs to be active in Kernel/Config.pm, read more about this feature in the documentation. Take care!' wat should i do for this? pls give the steps that i want to do. - 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 - 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
Re: [otrs] Help Me please...
On 8/27/10 8:01 AM, Joseph Thomas jtho...@suyati.com wrote: wat should i do for this? pls give the steps that i want to do. From your postings so far, I'd say you want to do the following steps: 0. Read the error message, and note the read more about this feature in the documentation part of the message. 1. Read more about this feature in the documentation. 2. Perform the steps in the documentation. 3. Write a best practices document for yourself that includes performing steps #0, #1 and #2 before asking the mailing list for help, posting a copy in a prominent place near your computer. 4. Hire a OTRS consultant. 5. Provide consultant with requirements for implementation. 6. Go away and let consultant work undisturbed. 7. Pay consultant. 8. Declare victory. 9. Go home. In general: OTRS (and in fact, ANY operations automation and incident/problem management tooling) is NOT a tool that you can randomly click around in and get something that works successfully. You need to start with a specific definition of what you are trying to accomplish and how you want the system to work. You then need to RTFM, and understand how to express each part of your system definition using the tool that you've chosen. Only then can you reasonably go to implementation, and you can expect a few false starts and reinstalls while you get it right. It's pretty clear from your posts that you've skipped right to implementation. Don't. You'll get frustrated, and you'll annoy the people who might be willing to help you. This mailing list is other users of OTRS. We don't get paid to answer questions, so demanding help isn't going to get you anywhere. Go read a bit more, and come back with a description of what it is you're trying to do, and what you've tried so far. THEN we have a basis to help *you* work through it. Failing that, you need to pay for someone to help you implement OTRS in your environment. You don't seem to grasp the tradeoff between open-source tooling where you save money by being your own tech support vs commercially supported software where you can demand help at any time, but you pay for the privilege of doing so. -- db - 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
Re: [otrs] Help Me please...
Joseph Thomas wrote : [...] when i click this link..[ Customer Users - Groups http://localhost/otrs/index.pl?Action=AdminCustomerUserGroup ] im getting a message like this, Warning: Sorry, feature not active! *Comment:* CustomerGroupSupport needs to be active in Kernel/Config.pm, read more about this feature in the documentation. Take care!' [...] Hi Joseph, you really should read the documentation first. And you have to provide a meaningful subject, all your postings have the same subject. You find more about customer groups in chapter 5.3 of the OTRS admin manual : http://doc.otrs.org/2.4/en/html/x1157.html Regards 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 - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] STATS - Ticket closed with SLA Violation
Hello Ruslan, I'm glad you like it :D As you can see it's a workaround tropical-style. If you get the chance to improve it or to come with a better approach, could you please share it with us? Thanks! Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 27 August 2010 07:04, Ruslan r31...@gmail.com wrote: Praise you Leonardo!!! ))) And nice trick BTW ) I was trying to - rewrite module ) On 25 авг, 23:30, Leonardo Certuche leonardo.certu...@itconsultores.com.co wrote: Hello, I'm also sad of OTRS behavior regarding SLAs. In order to save somewhere else SLA times before they get reset, we're using the following SQL table and trigger. I hope it helps and if anyone has as better approach (or if newer version won't reset those times) please let us know here. CREATE TABLE IF NOT EXISTS `sla_times` ( `tn` varchar(50) NOT NULL, `fecha1eraRespuesta` datetime NOT NULL, `fechaActualizacion` datetime NOT NULL, `fechaSolucion` datetime NOT NULL, UNIQUE KEY `tn` (`tn`) ) USE OTRS; DELIMITER $$ DROP TRIGGER IF EXISTS `otrs`.`copiar_tiempos_SLA`$$ CREATE TRIGGER `copiar_tiempos_SLA` AFTER UPDATE ON `ticket` FOR EACH ROW BEGIN IF NEW.escalation_update_time !=0 THEN REPLACE INTO sla_times (tn,fecha1eraRespuesta,fechaActualizacion,fechaSolucion) SELECT t.tn, FROM_UNIXTIME(t.escalation_response_time), FROM_UNIXTIME(t.escalation_update_time), FROM_UNIXTIME(t.escalation_solution_time) FROM ticket t,ticket_state ts,ticket_state_type tst WHERE t.tn=NEW.tn and t.ticket_state_id=ts.idand tst.id=ts.type_id and tst.id!=3; END IF; END $$ DELIMITER ; Leonardo Certuchewww.itconsultores.com.co On 25 August 2010 07:16, Ruslan r31...@gmail.com wrote: hi every one. I'm trying to create Stat-report with list of tickets closed with SLA violation. But when ticket is closed, it seems that sustem reset escalation time - ... I think it's wrong action. Any way - i need to analyze SLA violation in any time period. Anyone have any suggestion? - 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 - 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 - 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 - 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
[otrs] accounted time for change conditions
Hello, We're defining conditions for changes and we came across a small doubt: How is accounted time for work orders measured? hours? minutes? When does that time start? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia - 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
[otrs] Can you stop otrs processing requests with multiple addresses in to, cc, bcc
Hi, Is there any way to stop OTRS processing requests with multiple addresses in the email please? Many thanks, Rosanna - 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
