[otrs] bugs.otrs.org or otrsteam.ideascale.com ?
Hi, many thanks for otrsteam.ideascale.com . I read that one should add the bugzilla ID to an idea if it is already existing in the bug tracker. But what about completly new ideas ? Shall they to be posted to both tools or only to ideascale from now on ? Thanks in advance 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] convert email to ticket
Thanks Leonardo, Julio Cesar Angulo Quiroz Telf.: 997066155 De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de Leonardo Certuche Enviado el: Sábado, 30 de Octubre de 2010 08:03 p.m. Para: User questions and discussions about OTRS. Asunto: Re: [otrs] convert email to ticket Hello, That's a default OTRS feature, you can read more at http://doc.otrs.org/2.4/en/html/x1352.html Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 29 October 2010 15:52, DM_Julio Angulo wrote: Hi team, I wonder if they know a practical manual on how to convert email into ticket and put in a queue, use the administrator email account, but the mails are not converted to tickets, they could send me some link that can guide me, thank you very much . Julio Cesar Angulo Quiroz Telf.: 997066155 - 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] Additional features for packages
Sérgio Cintra wrote : Anyone know if there are some additional features in the packages below? ITSMIncidentProblemManagement 2.0.2 ITSMServiceLevelManagement2.0.2 ITSM 2.0.2 Currently, I have installed: OTRS 2.4.7 & ITSM 2.0.2. Hi Sergio, no one seems to answer this, so only some notes, since I don't know the differences exactly by myself : 1. There is a demo system with the common packages installed, so you could compare this to your installation to find the differences : http://www.otrs.com/en/products/itsm/online-demo/ 2. You can get additional informations via the package manager. If you click on the packages a description and change log is shown and if you click install the first page usally shows you also another description. You can then simply cancel the installation after reading it. 3. Read the manual of the ITSM module, there you should notice differences to your OTRS (http://doc.otrs.org/). 4. AFAIR you get for example ticket types everywhere with the incident and problem management and you get the services management (create, link and so on) with the service level management. Sorry, I still don't know what you mean by the package "ITSM 2.0.2". A screenshot or source description may help. 5. Try and error, sorry, no joke. I always have a VM with OTRS to play with and to see what happens if I'm not sure. I hope I have helped you. 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] FAQ for otrs 3 ?
Thanks, I didn't get this post yet :) Ionel Le 2 nov. 2010 à 17:26, Alexander Halle a écrit : > Gardais Ionel wrote : >> Is there a roadmap on when will the FAQ module be available for otrs 3 ? > > Hi Ionel, > > the release date is March 15 according to : > > http://www.otrs.org/news/2010/release-calendar-otrs3/ > > 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 - 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] FAQ for otrs 3 ?
Gardais Ionel wrote : Is there a roadmap on when will the FAQ module be available for otrs 3 ? Hi Ionel, the release date is March 15 according to : http://www.otrs.org/news/2010/release-calendar-otrs3/ 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
[otrs] FAQ for otrs 3 ?
Hi list, Is there a roadmap on when will the FAQ module be available for otrs 3 ? Thanks, Ionel - 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] Freetext field for ITSM's Service
Hello, We are looking at possibilities to setup Services with OTRS and also associate one service with a fixed fee. This is a requirements from our customer and we need to find a way to do this. What I believe is the right way of doing it is to add a freetext field named something like "Fee" which you have to fill in when you create a new "Service". I have tried to figure out how to do this but can't find any good instructions. Could anyone provide me with the steps for how to do this and perhaps point to the sources where I can read about it. Thanks in advance! Best Regards, Niklas - 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] Custom Params in static stats module
Am 01.11.2010 14:05, schrieb Hiren Joshi: Hi, If I have a static stats module in /opt/otrs/Kernel/System/Stats/Static, can I pass in a custom parameter via the command line? I call them using: /opt/otrs/bin/mkStats.pl -n 1 -r josh -m "Stats", how can I adapt a module to take a new parameter? I know I can use -p to pass a param string (eg User=josh) but what do I need to add to the Param sub to make use of it? I haven't used the command line script myself, but here is what I think: When you want to run the static statistic only via the command line, then you don't need to change anything in the Param sub. This sub is only used for setting up the statistic input page in the OTRS webinterface. The webinterface needs to know which input fields are presented to the user. When you pass '-p User=josh' on the command line the new parameter will be passed to the Run method of the static statistic. Hope that helps, Bernhard Thanks, Josh. - 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] DashboardTicketCreate 0.0.1 - Package not correctly deployed! You should reinstall the Package again!
Hi List, I have installed the above package. When accessing it I noticed there was a misspelling in the DashboardTicketCreate.xml file. After correcting the misspelling I now get the above error. I am assuming there is a checksum on this file stored somewhere that needs to be updated. I looked in the devel manual but didn't see anything about a checksum. Any pointers? Thanks, -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.cl...@netwolves.com http://www.netwolves.com - 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] Customer User creation error
I am wanting to convert working OTRS database from MySQL on one server to SQL database (MS SQL 2005) on another server. I am sure this has been done before. Could someone steer me in the right direction as to where I may find instructions and anything else that may be helpful? Thanks, Solomon -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, November 02, 2010 03:15 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer User creation error Hi Ekram, Short: that's not a feature in OTRS 2.x, but it IS implemented in OTRS 3. See this recent thread on the forums: http://forums.otrs.org/viewtopic.php?f=64&t=6343 -- Mike On Tue, Nov 2, 2010 at 10:39 AM, Ekram wrote: > Hi Nils > > i added the sreenshot which may clear you that when i selecting ticket > responses the composer does not include the subject by default. I have to > copy and paste the subject manually which should not be like this. Is there > any > configuration need to be changed to add that subject on the reply > automatically. > > -EKram > > On 11/01/2010 11:20 PM, Nils Leideck - ITSM wrote: > > Hi Ekram, > the subject is taken from the email that you select for reply to - like in > an email client. > On 01.11.2010, at 17:52, Ekram wrote: > > One more request to you hope you dont mind. > After login to the panel when i wanted to reply the subject is filled with > respective conversation. > I dont no why its happen. It should filled with the current coversation > subject. > > -EKram > > — > Nils Leideck > Senior Consultant > 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 > - 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] Sysconfig option to change queues in Owner View?
Is there a way to allow a "one-click/screen" assignment of the following: - Queue - Owner - FreeText It would seem that the easiest way would be to provide a queue pulldown in AgentTicketOwner, but I'm open to other suggestions (AgentTicketNote?). As it stands now, the Raw queue-tenders must change both the queue and the owner in multiple screens. Hugh - 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] Customer User creation error
Hi Ekram, Short: that's not a feature in OTRS 2.x, but it IS implemented in OTRS 3. See this recent thread on the forums: http://forums.otrs.org/viewtopic.php?f=64&t=6343 -- Mike On Tue, Nov 2, 2010 at 10:39 AM, Ekram wrote: > Hi Nils > > i added the sreenshot which may clear you that when i selecting ticket > responses the composer does not include the subject by default. I have to > copy and paste the subject manually which should not be like this. Is there > any > configuration need to be changed to add that subject on the reply > automatically. > > -EKram > > On 11/01/2010 11:20 PM, Nils Leideck - ITSM wrote: > > Hi Ekram, > the subject is taken from the email that you select for reply to - like in > an email client. > On 01.11.2010, at 17:52, Ekram wrote: > > One more request to you hope you dont mind. > After login to the panel when i wanted to reply the subject is filled with > respective conversation. > I dont no why its happen. It should filled with the current coversation > subject. > > -EKram > > — > Nils Leideck > Senior Consultant > 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 > - 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] installer.pl is giving an error in Log.pm line 230
Hi FreeBSD :D, On Tue, Nov 2, 2010 at 12:54 AM, Free BSD wrote: > further to my previous email -- I checked the kernel configuration file and > the SYSVSHM is there (along with a few other SYSVs), and also set the > jail_sysv to 1, and still no luck. the same problem persists. Any other test > you can suggest or something else I should be looking at? Please note that you need to look at the kernel configuration of the HOST machine, not of the jail. I'm not too much of a FreeBSD expert. Maybe you can ask at the FreeBSD mailing lists? Actually it's more of a FreeBSD issue than an OTRS issue. -- Mike - 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] Insecure dependency in require while running with -T switch
Hello, Problem solved. Regards, Marco -Original Message- From: Marco Ferreira Reply-to: User questions and discussions about OTRS. To: otrs@otrs.org Subject: [otrs] Insecure dependency in require while running with -T switch Date: Fri, 29 Oct 2010 17:55:41 +0100 Hello All, I update my otrs version from otrs-2.4.8-01 to otrs-2.4.9-01, and after this the application don't work fine, when I access the otrs via browser I have this error : Software error: Insecure dependency in require while running with -T switch at /opt/otrs//Kernel/Config/Defaults.pm line 2331. Maybe this can help you : perl -wT /opt/otrs/bin/cgi-bin/index.pl Insecure dependency in require while running with -T switch at /opt/otrs/bin/cgi-bin/index.pl line 42. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 42. Could you please help, my otrs it's stopped regards and thanks in advance. - 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] Additional features for packages
Hi Anyone know if there are some additional features in the packages below? ITSMIncidentProblemManagement 2.0.2 ITSMServiceLevelManagement2.0.2 ITSM 2.0.2 Currently, I have installed: OTRS 2.4.7 & ITSM 2.0.2. Sergio - 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] Customer User creation error
Hi Nils i added the sreenshot which may clear you that when i selecting ticket responses the composer does not include the subject by default. I have to copy and paste the subject manually which should not be like this. Is there any configuration need to be changed to add that subject on the reply automatically. -EKram On 11/01/2010 11:20 PM, Nils Leideck - ITSM wrote: Hi Ekram, the subject is taken from the email that you select for reply to - like in an email client. On 01.11.2010, at 17:52, Ekram wrote: One more request to you hope you dont mind. After login to the panel when i wanted to reply the subject is filled with respective conversation. I dont no why its happen. It should filled with the current coversation subject. -EKram — Nils Leideck Senior Consultant 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
Re: [otrs] webticket queue dispatch
Hi Alexandrer, Thanks for the tip. I tried to create a GenericAgent task saying : - From : *...@domain.tld - Queue : Raw::webticket - State : New - Action : move to new_queue Unfortunatly, even when a new web ticket arrives into Raw::webticket and the user's email is "someth...@domain.tld", it is not moved to new_queue. Am I missing something ? Ionel On 11/01/2010 11:56 PM, Alexander Halle wrote: Gardais Ionel wrote : How to dispatch new webticket to different queues, based on the customer ? The default queue is Postmaster but Postmaster filters are not applied to webtickets created inside the Postmaster queue. I though of using a GenericAgent task but there are no "Incoming customer" criteria to make the dispatch. [...] Hi Ionel, would a GenericAgent work that looks for the appropriate customers AND the ticket state "new" as a form of "incoming customer" ? As a side effect this would of course also match email tickets, so you would have to work around this, if the side effect does matter. 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 -- Ionel GARDAIS IT Team manager <>- 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] Customer User creation error
Hi Nils The problem with when i logged into the as a customer account. in the reply pane the subject remain empty but there should contain a subject since the message has a subject. Do i need to configure anything for that? -Ekram On 11/01/2010 11:20 PM, Nils Leideck - ITSM wrote: Hi Ekram, the subject is taken from the email that you select for reply to - like in an email client. On 01.11.2010, at 17:52, Ekram wrote: One more request to you hope you dont mind. After login to the panel when i wanted to reply the subject is filled with respective conversation. I dont no why its happen. It should filled with the current coversation subject. -EKram — Nils Leideck Senior Consultant 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
