Re: [otrs] Queue view are not showing data after upgrade to 3.1
Hi Israel, You can use the scripts /opt/otrs/script/otrs.RebuildTicketIndex.pl 2012/10/1 Israel Garcia iga3...@yahoo.com Hi Carlos, I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should reinstall all ITSM* from the Package manager TAB? Really don't know which I made wrong on the migration. I appreciate your help. Thanks much. regards, Israel. -- *De:* Carlos Rodríguez carlos.rodrig...@otrs.com *Para:* Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org *Enviado:* Lunes 1 de octubre de 2012 13:54 *Asunto:* Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x please follow this link to get your packages http://www.otrs.com/en/open-source/get-otrs/software-download/ OTRS 3.1 introduces a new concept called DynamicFields, that replaces TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed fields in the Database. Que pases un buen día / Have a nice day! ((enjoy)) Carlos Rodríguez On Oct 1, 2012, at 5:49 AM, Israel Garcia iga3...@yahoo.com wrote: Hi everybody After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown: When clic on 'Queue view' there's no tickets data found. Any idea why? Log file is showing: Appreciate your help. 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 - 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] Queue view are not showing data after upgrade to 3.1
Hi Carlos, I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS and no success. Should I check in another place? Log file still saying: [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia) [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia) [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! Should you need another info for this issue? I need, if possible, your help to solve this before to touch anything and break it ALL trying to fix it. Thanks much. De: Carlos Andrés Gallego Arboleda carlos.gall...@itconsultores.com.co Para: Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org Enviado: Lunes 1 de octubre de 2012 15:48 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, You can use the scripts /opt/otrs/script/otrs.RebuildTicketIndex.pl 2012/10/1 Israel Garcia iga3...@yahoo.com Hi Carlos, I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should reinstall all ITSM* from the Package manager TAB? Really don't know which I made wrong on the migration. I appreciate your help. Thanks much. regards, Israel. De: Carlos Rodríguez carlos.rodrig...@otrs.com Para: Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org Enviado: Lunes 1 de octubre de 2012 13:54 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x please follow this link to get your packages http://www.otrs.com/en/open-source/get-otrs/software-download/ OTRS 3.1 introduces a new concept called DynamicFields, that replaces TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed fields in the Database. Que pases un buen día / Have a nice day! ((enjoy)) Carlos Rodríguez On Oct 1, 2012, at 5:49 AM, Israel Garcia iga3...@yahoo.com wrote: Hi everybody After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown: When clic on 'Queue view' there's no tickets data found. Any idea why? Log file is showing: Appreciate your help. 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 - 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] Queue view are not showing data after upgrade to 3.1
OK Israel, Please view your table ticket on the database, The fields Ticketfreetext, ticketarticlefreetext and ticketfreetime these should not be If exists you must to use the scripts of migration again, 2012/10/1 Israel Garcia iga3...@yahoo.com Hi Carlos, I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS and no success. Should I check in another place? Log file still saying: [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia) [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia) [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! Should you need another info for this issue? I need, if possible, your help to solve this before to touch anything and break it ALL trying to fix it. Thanks much. -- *De:* Carlos Andrés Gallego Arboleda carlos.gall...@itconsultores.com.co *Para:* Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org *Enviado:* Lunes 1 de octubre de 2012 15:48 *Asunto:* Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, You can use the scripts /opt/otrs/script/otrs.RebuildTicketIndex.plhttp://otrs.rebuildticketindex.pl/ 2012/10/1 Israel Garcia iga3...@yahoo.com Hi Carlos, I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should reinstall all ITSM* from the Package manager TAB? Really don't know which I made wrong on the migration. I appreciate your help. Thanks much. regards, Israel. -- *De:* Carlos Rodríguez carlos.rodrig...@otrs.com *Para:* Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org *Enviado:* Lunes 1 de octubre de 2012 13:54 *Asunto:* Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x please follow this link to get your packages http://www.otrs.com/en/open-source/get-otrs/software-download/ OTRS 3.1 introduces a new concept called DynamicFields, that replaces TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed fields in the Database. Que pases un buen día / Have a nice day! ((enjoy)) Carlos Rodríguez On Oct 1, 2012, at 5:49 AM, Israel Garcia iga3...@yahoo.com wrote: Hi everybody After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown: When clic on 'Queue view' there's no tickets data found. Any idea why? Log file is showing: Appreciate your help. 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 - 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] [itsm] Link a CI with a customer
Hello, Is it possible with the CMDB module to link a Customer with a CI ? ND - 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] Queue view are not showing data after upgrade to 3.1
Hi Israel, Did you follow all upgrade instructions to upgrade OTRS from 3.0 to 3.1? I mean all steps from UPGRADING file? ((enjoy)) Carlos Rodríguez On Oct 1, 2012, at 9:05 AM, Carlos Andrés Gallego Arboleda carlos.gall...@itconsultores.com.co wrote: OK Israel, Please view your table ticket on the database, The fields Ticketfreetext, ticketarticlefreetext and ticketfreetime these should not be If exists you must to use the scripts of migration again, 2012/10/1 Israel Garcia iga3...@yahoo.com Hi Carlos, I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS and no success. Should I check in another place? Log file still saying: [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia) [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia) [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! Should you need another info for this issue? I need, if possible, your help to solve this before to touch anything and break it ALL trying to fix it. Thanks much. De: Carlos Andrés Gallego Arboleda carlos.gall...@itconsultores.com.co Para: Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org Enviado: Lunes 1 de octubre de 2012 15:48 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, You can use the scripts /opt/otrs/script/otrs.RebuildTicketIndex.pl 2012/10/1 Israel Garcia iga3...@yahoo.com Hi Carlos, I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should reinstall all ITSM* from the Package manager TAB? Really don't know which I made wrong on the migration. I appreciate your help. Thanks much. regards, Israel. De: Carlos Rodríguez carlos.rodrig...@otrs.com Para: Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org Enviado: Lunes 1 de octubre de 2012 13:54 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x please follow this link to get your packages http://www.otrs.com/en/open-source/get-otrs/software-download/ OTRS 3.1 introduces a new concept called DynamicFields, that replaces TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed fields in the Database. Que pases un buen día / Have a nice day! ((enjoy)) Carlos Rodríguez On Oct 1, 2012, at 5:49 AM, Israel Garcia iga3...@yahoo.com wrote: Hi everybody After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown: When clic on 'Queue view' there's no tickets data found. Any idea why? Log file is showing: Appreciate your help. 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 - 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:
Re: [otrs] Queue view are not showing data after upgrade to 3.1
Well Carlos, I think I did :) I follow this URL: http://doc.otrs.org/3.1/en/html/upgrading.html but to tell the truth the last part from Now you can log into your system. to the end of the document I didn't do that. I didn't know how to do this part. Is it the cause of my issue? Really appreciate your help. De: Carlos Rodríguez carlos.rodrig...@otrs.com Para: User questions and discussions about OTRS. otrs@otrs.org CC: Israel Garcia iga3...@yahoo.com Enviado: Lunes 1 de octubre de 2012 16:32 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, Did you follow all upgrade instructions to upgrade OTRS from 3.0 to 3.1? I mean all steps from UPGRADING file? ((enjoy)) Carlos Rodríguez On Oct 1, 2012, at 9:05 AM, Carlos Andrés Gallego Arboleda carlos.gall...@itconsultores.com.co wrote: OK Israel, Please view your table ticket on the database, The fields Ticketfreetext, ticketarticlefreetext and ticketfreetime these should not be If exists you must to use the scripts of migration again, 2012/10/1 Israel Garcia iga3...@yahoo.com Hi Carlos, I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS and no success. Should I check in another place? Log file still saying: [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia) [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:39 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia) [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! [Mon Oct 1 15:52:41 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid SortBy (TicketFreeKey7)! Should you need another info for this issue? I need, if possible, your help to solve this before to touch anything and break it ALL trying to fix it. Thanks much. De: Carlos Andrés Gallego Arboleda carlos.gall...@itconsultores.com.co Para: Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org Enviado: Lunes 1 de octubre de 2012 15:48 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, You can use the scripts /opt/otrs/script/otrs.RebuildTicketIndex.pl 2012/10/1 Israel Garcia iga3...@yahoo.com Hi Carlos, I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should reinstall all ITSM* from the Package manager TAB? Really don't know which I made wrong on the migration. I appreciate your help. Thanks much. regards, Israel. De: Carlos Rodríguez carlos.rodrig...@otrs.com Para: Israel Garcia iga3...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org Enviado: Lunes 1 de octubre de 2012 13:54 Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1 Hi Israel, Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x please follow this link to get your packages http://www.otrs.com/en/open-source/get-otrs/software-download/ OTRS 3.1 introduces a new concept called DynamicFields, that replaces TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc fixed fields in the Database. Que pases un buen día / Have a nice day! ((enjoy)) Carlos Rodríguez On Oct 1, 2012, at 5:49 AM, Israel Garcia iga3...@yahoo.com wrote: Hi everybody After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 3.0.5 to 3.0.16 'Queue tickets' are not shown: When clic on 'Queue view' there's no tickets data found. Any idea why? Log file is showing: Appreciate your help. 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
Re: [otrs] Query regarding CustomerTicketMessage
Hi Gerald, Many thanks for your quick support. I have another query, is it possible that otrs to open a ticket automatically when an email is sent out to its address (Example: noc-supp...@photobox.com). With regards, Abdul On 29 September 2012 19:29, Gerald Young cryth...@gmail.com wrote: The reason it's there is so customers don't blindly submit on the default queue. There is more information here: http://forums.otterhub.org/viewtopic.php?f=60t=7138 On Sat, Sep 29, 2012 at 10:19 AM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi All, I have setup OTRS as our ticketing tool. I am currently trying to remove the default ( - ) from drop down menu of To: address in CustomerTicketMessage to a created queue. With regards, Abdul - 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 -- With regards, Abdul Sys Admin - 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] Query regarding OTRS automatic ticket opening
Hi, I have a query, is it possible that otrs to open a ticket automatically when an email is sent out to its address (Example: *noc-supp...@photobox.com * noc-supp...@photobox.com). **(Basically *noc-supp...@photobox.com*, is an alias group which contains some agents) With regards, Abdul Sys Admin - 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] Query regarding CustomerTicketMessage
That's what it's supposed to do. On Mon, Oct 1, 2012 at 10:47 AM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi Gerald, Many thanks for your quick support. I have another query, is it possible that otrs to open a ticket automatically when an email is sent out to its address (Example: noc-supp...@photobox.com). With regards, Abdul On 29 September 2012 19:29, Gerald Young cryth...@gmail.com wrote: The reason it's there is so customers don't blindly submit on the default queue. There is more information here: http://forums.otterhub.org/viewtopic.php?f=60t=7138 On Sat, Sep 29, 2012 at 10:19 AM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi All, I have setup OTRS as our ticketing tool. I am currently trying to remove the default ( - ) from drop down menu of To: address in CustomerTicketMessage to a created queue. With regards, Abdul - 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 -- With regards, Abdul Sys Admin - 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] Query regarding OTRS automatic ticket opening
That is not the proper way of creating an email ticket. The email address should be dedicated to OTRS. On Mon, Oct 1, 2012 at 10:53 AM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi, I have a query, is it possible that otrs to open a ticket automatically when an email is sent out to its address (Example: noc-supp...@photobox.com). **(Basically noc-supp...@photobox.com, is an alias group which contains some agents) With regards, Abdul Sys Admin - 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] Query regarding CustomerTicketMessage
Hi Gerald, Thanks for the support. Is there any settings / configuration where I need to add the email to make this automatic ticket creation happen. As I am still testing this otrs! I have used my proper email address too, but couldn't see a ticket being created when an e-mail is sent to my address. With regards, Abdul On 1 October 2012 16:17, Gerald Young cryth...@gmail.com wrote: That's what it's supposed to do. On Mon, Oct 1, 2012 at 10:47 AM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi Gerald, Many thanks for your quick support. I have another query, is it possible that otrs to open a ticket automatically when an email is sent out to its address (Example: noc-supp...@photobox.com). With regards, Abdul On 29 September 2012 19:29, Gerald Young cryth...@gmail.com wrote: The reason it's there is so customers don't blindly submit on the default queue. There is more information here: http://forums.otterhub.org/viewtopic.php?f=60t=7138 On Sat, Sep 29, 2012 at 10:19 AM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi All, I have setup OTRS as our ticketing tool. I am currently trying to remove the default ( - ) from drop down menu of To: address in CustomerTicketMessage to a created queue. With regards, Abdul - 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 -- With regards, Abdul Sys Admin - 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 -- With regards, Abdul Sys Admin - 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] Query regarding CustomerTicketMessage
Hi Abdul, OTRS will fetch emails based on what's in the crontab for the user otrs. By default that value is 10 minutes. You should configure OTRS to fetch emails from your email inbox, select the connection type and port, and once the cronjob's time is reached, OTRS will fetch that email and *automatically create a ticket for you*. Thanks //M On Mon, Oct 1, 2012 at 5:29 PM, Abdul Mohammed abdul.moham...@photobox.comwrote: Hi Gerald, Thanks for the support. Is there any settings / configuration where I need to add the email to make this automatic ticket creation happen. As I am still testing this otrs! I have used my proper email address too, but couldn't see a ticket being created when an e-mail is sent to my address. With regards, Abdul On 1 October 2012 16:17, Gerald Young cryth...@gmail.com wrote: That's what it's supposed to do. On Mon, Oct 1, 2012 at 10:47 AM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi Gerald, Many thanks for your quick support. I have another query, is it possible that otrs to open a ticket automatically when an email is sent out to its address (Example: noc-supp...@photobox.com). With regards, Abdul On 29 September 2012 19:29, Gerald Young cryth...@gmail.com wrote: The reason it's there is so customers don't blindly submit on the default queue. There is more information here: http://forums.otterhub.org/viewtopic.php?f=60t=7138 On Sat, Sep 29, 2012 at 10:19 AM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi All, I have setup OTRS as our ticketing tool. I am currently trying to remove the default ( - ) from drop down menu of To: address in CustomerTicketMessage to a created queue. With regards, Abdul - 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 -- With regards, Abdul Sys Admin - 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 -- With regards, Abdul Sys Admin - 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] Query regarding CustomerTicketMessage
Many many thanks Abdul On 1 October 2012 16:46, Muhammad El-Sergani mserg...@gmail.com wrote: Hi Abdul, OTRS will fetch emails based on what's in the crontab for the user otrs. By default that value is 10 minutes. You should configure OTRS to fetch emails from your email inbox, select the connection type and port, and once the cronjob's time is reached, OTRS will fetch that email and *automatically create a ticket for you*. Thanks //M On Mon, Oct 1, 2012 at 5:29 PM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi Gerald, Thanks for the support. Is there any settings / configuration where I need to add the email to make this automatic ticket creation happen. As I am still testing this otrs! I have used my proper email address too, but couldn't see a ticket being created when an e-mail is sent to my address. With regards, Abdul On 1 October 2012 16:17, Gerald Young cryth...@gmail.com wrote: That's what it's supposed to do. On Mon, Oct 1, 2012 at 10:47 AM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi Gerald, Many thanks for your quick support. I have another query, is it possible that otrs to open a ticket automatically when an email is sent out to its address (Example: noc-supp...@photobox.com). With regards, Abdul On 29 September 2012 19:29, Gerald Young cryth...@gmail.com wrote: The reason it's there is so customers don't blindly submit on the default queue. There is more information here: http://forums.otterhub.org/viewtopic.php?f=60t=7138 On Sat, Sep 29, 2012 at 10:19 AM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi All, I have setup OTRS as our ticketing tool. I am currently trying to remove the default ( - ) from drop down menu of To: address in CustomerTicketMessage to a created queue. With regards, Abdul - 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 -- With regards, Abdul Sys Admin - 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 -- With regards, Abdul Sys Admin - 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 -- With regards, Abdul Sys Admin - 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] Query regarding CustomerTicketMessage
Hi, I have created a template in the body of Customer interface when they create a new ticket. Is it possible to insert a drop down list in the body within the template as we have multiple departments and the customer to select from one of the drop down list select the appropriate one. With regards, Abdul On 1 October 2012 16:46, Muhammad El-Sergani mserg...@gmail.com wrote: Hi Abdul, OTRS will fetch emails based on what's in the crontab for the user otrs. By default that value is 10 minutes. You should configure OTRS to fetch emails from your email inbox, select the connection type and port, and once the cronjob's time is reached, OTRS will fetch that email and *automatically create a ticket for you*. Thanks //M On Mon, Oct 1, 2012 at 5:29 PM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi Gerald, Thanks for the support. Is there any settings / configuration where I need to add the email to make this automatic ticket creation happen. As I am still testing this otrs! I have used my proper email address too, but couldn't see a ticket being created when an e-mail is sent to my address. With regards, Abdul On 1 October 2012 16:17, Gerald Young cryth...@gmail.com wrote: That's what it's supposed to do. On Mon, Oct 1, 2012 at 10:47 AM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi Gerald, Many thanks for your quick support. I have another query, is it possible that otrs to open a ticket automatically when an email is sent out to its address (Example: noc-supp...@photobox.com). With regards, Abdul On 29 September 2012 19:29, Gerald Young cryth...@gmail.com wrote: The reason it's there is so customers don't blindly submit on the default queue. There is more information here: http://forums.otterhub.org/viewtopic.php?f=60t=7138 On Sat, Sep 29, 2012 at 10:19 AM, Abdul Mohammed abdul.moham...@photobox.com wrote: Hi All, I have setup OTRS as our ticketing tool. I am currently trying to remove the default ( - ) from drop down menu of To: address in CustomerTicketMessage to a created queue. With regards, Abdul - 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 -- With regards, Abdul Sys Admin - 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 -- With regards, Abdul Sys Admin - 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 -- With regards, Abdul Sys Admin - 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] Query regarding CustomerTicketMessage
Hi, My otrs system in syslog says this : Oct 1 16:02:01 otrs /USR/SBIN/CRON[5602]: (otrs) CMD (/usr/bin/fetchmail -a --ssl /dev/null) Oct 1 16:02:01 otrs /USR/SBIN/CRON[5603]: (otrs) CMD ([ -x /usr/bin/fetchmail ] /usr/bin/fetchmail -a /dev/null) Oct 1 16:02:01 otrs /USR/SBIN/CRON[5604]: (otrs) CMD ($HOME/bin/otrs.PostMasterMailbox.pl /dev/null) Oct 1 16:02:01 otrs /USR/SBIN/CRON[5600]: (CRON) error (grandchild #5602 failed with exit status 5) Oct 1 16:02:01 otrs /USR/SBIN/CRON[5600]: (CRON) info (No MTA installed, discarding output) Oct 1 16:02:01 otrs /USR/SBIN/CRON[5601]: (CRON) error (grandchild #5603 failed with exit status 5) Oct 1 16:02:01 otrs /USR/SBIN/CRON[5601]: (CRON) info (No MTA installed, discarding output) And I don't know , what are do, I upgrade to 3.1.10 and no fix them. Any sugestion? Best Regards, Saludos, Daniel León C. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Query regarding CustomerTicketMessage
Fetchmail requires a local MTA install. You need to pick one (sendmail, postfix, etc) and install it. Oct 1 16:02:01 otrs /USR/SBIN/CRON[5602]: (otrs) CMD (/usr/bin/fetchmail -a --ssl /dev/null) Oct 1 16:02:01 otrs /USR/SBIN/CRON[5603]: (otrs) CMD ([ -x /usr/bin/fetchmail ] /usr/bin/fetchmail -a /dev/null) Oct 1 16:02:01 otrs /USR/SBIN/CRON[5604]: (otrs) CMD ($HOME/bin/otrs.PostMasterMailbox.pl /dev/null) Oct 1 16:02:01 otrs /USR/SBIN/CRON[5600]: (CRON) error (grandchild #5602 failed with exit status 5) Oct 1 16:02:01 otrs /USR/SBIN/CRON[5600]: (CRON) info (No MTA installed, discarding output) Oct 1 16:02:01 otrs /USR/SBIN/CRON[5601]: (CRON) error (grandchild #5603 failed with exit status 5) Oct 1 16:02:01 otrs /USR/SBIN/CRON[5601]: (CRON) info (No MTA installed, discarding output) And I don't know , what are do, I upgrade to 3.1.10 and no fix them. - 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-de] Ticket-Sortierung auf Dashboard ändern
Hi Roy, das führt zum Absturz von OTRS ;) Mir ist aber nun klar wie die Sortierung hier läuft. Wir haben auch OTRS:ITSM mit an Bord und daher kommen dann die Services bzw. Dringlichkeit und Auswirkung hinzu. D.h. OTRS sortiert (selbes Verhalten z.B. auch im Queue-View-Small) 1) nach Prio, dann nach 2) Dringlichkeit und dann nach 3) Auswirkung. So ergibt sich die Rangfolge innerhalb einer Priostufe. Erst wenn das alles gleich ist kommt die Sortierung nach Alter ins Boot. Für mich soweit OK, man muss nur mal dahinter kommen... -Fabian -Ursprüngliche Nachricht- Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von Roy Kaldung Gesendet: Freitag, 28. September 2012 17:32 An: User questions and discussions about OTRS.org in German Betreff: Re: [otrs-de] Ticket-Sortierung auf Dashboard ändern On Sep 28, 2012, at 3:53 PM, Fabian Sesterhenn sesterh...@qualitus.de wrote: Hallo Liste, gibt es eine Möglichkeit, die Sortierung auf dem Dashboard für offene Tickets über die SysCfg zu verändern? Was ich hinbekommen habe ist durch verändern des Attributs von DashboardBackend###0130-TicketOpen in StateType=open;SortBy=Priority;OrderBy=Down; nach der Prio zu sortieren. Soweit so gut. Problem dabei ist, dass OTRS dann innerhalb einer Prio die Tickets scheinbar wild durcheinander wirbelt. Sprich die Tickets der Prio 3 stehen zwar alle untereinander, aber sie sind nicht mehr nach Alter, TicketD oder sonstwas geordnet. Ich hätte gerne eine Sortierung nach 1) Prio, 2) Alter des Tickets innerhalb einer Prio. Weiß hier jemand Rat? Hallo, probiere doch mal StateType=open;SortBy=Priority;SortBy=Age;OrderBy=Down -Roy - 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 - 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
Re: [otrs-de] Komplette Historie/text eines Tickets an Notiz heften
Ja danke :-) Aber sollte schon automatisch gehen, ich frage mich ob es dafür einen Tag gibt - ist wohl nicht so.. -- Christophe Zwecker :Sysctl Koppel 96 20099 Hamburg phon: +49 40 28407981 fax : +49 40 28407983 mail: czwec...@sysctl.de -Ursprüngliche Nachricht- Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von Ralf Hildebrandt Gesendet: Sonntag, 30. September 2012 19:49 An: otrs-de@otrs.org Betreff: Re: [otrs-de] Komplette Historie/text eines Tickets an Notiz heften * Christophe Zwecker czwec...@sysctl.de: Hallo, da leider einige der werten Kollegen permanent vergessen was es genau mit einem Ticket auf sich hat (fragen Sie bitte nicht nach) wüsste Ich gerne ob es nicht möglich ist den gesamten Vorgang als text an eine Notiz zu heften. Als würde man alle Beiträge einfach mit ranhängen. Ist soetwas möglich ? das wäre traumhaft - dann müsste man nicht permanent alles runterbeten... Über die Druckfunktion, dann in PDF, dann anhängen. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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 - 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
