[otrs] FW: Welcome to the otrs mailing list (Digest mode)
Please post this to mail list. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of otrs-requ...@otrs.org Sent: Friday, October 26, 2012 4:16 PM To: Swathi_Vinjam Subject: Welcome to the otrs mailing list (Digest mode) Welcome to the otrs@otrs.org mailing list! To post to this list, send your email to: otrs@otrs.org General information about the mailing list is at: http://lists.otrs.org/cgi-bin/listinfo/otrs If you ever want to unsubscribe or change your options (eg, switch to or from digest mode, change your password, etc.), visit your subscription page at: http://lists.otrs.org/cgi-bin/options/otrs/swathi_vinjam%40mahindrasatyam.com You can also make such adjustments via email by sending a message to: otrs-requ...@otrs.org with the word `help' in the subject or body (don't include the quotes), and you will get back a message with instructions. You must know your password to change your options (including changing the password, itself) or to unsubscribe. It is: Ganesh@sep Normally, Mailman will remind you of your otrs.org mailing list passwords once every month, although you can disable this if you prefer. This reminder will also include instructions on how to unsubscribe or change your account options. There is also a button on your options page that will email your current password to you. DISCLAIMER: This email (including any attachments) is intended for the sole use of the intended recipient/s and may contain material that is CONFIDENTIAL AND PRIVATE COMPANY INFORMATION. Any review or reliance by others or copying or distribution or forwarding of any or all of the contents in this message is STRICTLY PROHIBITED. If you are not the intended recipient, please contact the sender by email and delete all copies; your cooperation in this regard is appreciated. - 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] Installation on Mountain Lion Server
I require help in the installation of OTRS onto a Mountain Lion (10.8) server edition The installation will be running with PostgreSQL backend, any step by step instruction would be greatly appreciated. I have moved file over to /opt/otrs directory ... Just having trouble setting permissions apache setup. cheers, -- Julian. It takes a week to make a jelly beans. -- Odd Facts Disclaimer: This Electronic Mail Message and its attachments are confidential. If you are not the intended recipient, you may not disclose or use the information contained in it. If you have received this Electronic Mail Message in error, please advise the sender immediately by replying to the e-mail and delete the message and any associated attachments. Whilst every care is taken, it is recommended that you scan any attachments for viruses. - 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] Putting Escalation statuses into the ticket history
Thanks Gerald
I will give it a go, much appreciated.
Derek Kiely
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald
Young
Sent: 25 October 2012 14:49
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Putting Escalation statuses into the ticket history
Hasten to add: You may find that you'll need $Ticket{TicketID} instead of
$Param{TicketID} if the former is being referenced previously.
On Thu, Oct 25, 2012 at 9:44 AM, Gerald Young
cryth...@gmail.commailto:cryth...@gmail.com wrote:
Disclaimer: The following is a modification of OTRS core files and insertion
of data into OTRS tables. If you don't feel comfortable with this, don't do it.
Get someone to help you.
It modifies a core component of OTRS, so please make and verify backups before
you start. There is no warranty associated with the following, and any changes
you'd make to your installation of OTRS are your responsibility to fix.
It's possible to modify Ticket.pm:
For example, after
my $DestinationTime = $Self-{TimeObject}-DestinationTime(
StartTime = $Self-{TimeObject}-TimeStamp2SystemTime(
String = $Ticket{Created}
),
Time = $Escalation{FirstResponseTime} * 60,
Calendar = $Escalation{Calendar},
);
# update first response time to $DestinationTime
$Self-{DBObject}-Do(
SQL =
'UPDATE ticket SET escalation_response_time = ?,
change_time = current_timestamp, '
. ' change_by = ? WHERE id = ?',
Bind = [ \$DestinationTime, \$Param{UserID},
\$Ticket{TicketID}, ]
);
add:
# add history
$Self-HistoryAdd(
TicketID = $Param{TicketID},
CreateUserID = $Param{UserID},
HistoryType = 'EscalationResponseTimeStart',
Name = \%\%Escalation Solution Time Stopped, #something that
makes sense to where it happened.
);
note that merge/close/remove sets:
# update escalation times with 0
my %EscalationTimes = (
EscalationTime = 'escalation_time',
EscalationResponseTime = 'escalation_response_time',
EscalationUpdateTime = 'escalation_update_time',
EscalationSolutionTime = 'escalation_solution_time',
);
These are the values that are stored (therefore they'd be good candidates for
HistoryAdd):
# (time stamps of expected escalations)
EscalationResponseTime (unix time stamp of response time
escalation)
EscalationUpdateTime (unix time stamp of update time
escalation)
EscalationSolutionTime (unix time stamp of solution time
escalation)
# (general escalation info of nearest escalation type)
EscalationDestinationIn (escalation in e. g. 1h 4m)
EscalationDestinationTime(date of escalation in unix time, e.
g. 72193292)
EscalationDestinationDate(date of escalation, e. g. 2009-02-14
18:00:00)
EscalationTimeWorkingTime(seconds of working/service time till
escalation, e. g. 1800)
EscalationTime (seconds total till escalation of
nearest escalation time type - response, update or solution time, e. g. 3600)
And these are the ticket_history_types 40 stored in ticket_history_type
name
EscalationSolutionTimeStop
EscalationResponseTimeStart
EscalationUpdateTimeStart
EscalationSolutionTimeStart
EscalationResponseTimeNotifyBefore
EscalationUpdateTimeNotifyBefore
EscalationSolutionTimeNotifyBefore
EscalationResponseTimeStop
EscalationUpdateTimeStop
Now, admittedly, the ticket_history_types are more granular (start/stop) than
the Ticket's escalation entries, which appear to only occur as they happen.
In my opinion if you're going to go as far as to add these HistoryAdd entries
to Ticket.pm, you might as well provide yourself some custom
ticket_history_types to match, therefore you can look them up.
Make sure valid_id is 1 and you may want to make sure create_by and change_by
is 1 (or a different user id (an integer), if you want to be sure you did it...)
Can't this be done without hacking the code?
No. As you'll see in Ticket.pm, there is no HistoryAdd for Escalations. If
there were, I think we wouldn't be discussing this.
What's the downside of adding custom ticket_history_types?
Theoretically, none. Just don't collide with existing names (keep the name
unique). Oh, there's a possibility that OTRS may eventually add identically
named history_types so you may want to prefix your names
(my_EscalationResponseTime) ? as you add them.
Difficulty level: low to moderate. (requires some basic knowledge of proper
placement of code and a tolerance to modify/insert data into tables)
Danger level: low if it's implemented correctly. High if you don't terminate
strings, parentheses, semicolons properly.
[otrs] Disable FullTextSearch
Hi, Anyone has idea how to disable the Agent FullText Search Option? I have try to disable from the DTL but don't works. on the customer interface the dtl works fine. Regards Carlos. - 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] Generic Agent and Time based creation
I read in this thread about this but has anything been done with this yet? https://otrsteam.ideascale.com/a/dtd/automatically-creation-of-tickets-bei-time-schedule/105471-10369 I would really like to use generic agent or an addon to schedule a ticket to be created once a month or once a year or some other time variation rather than just setting a ticket to pending state each time it comes up. Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 Security is when everything is settled. When nothing can happen to you. Security is the denial of life. - Germaine Greer - 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] Generic Agent and Time based creation
You may: cron an email to otrs. cron an api ticket creation read this http://forums.otterhub.org/viewtopic.php?f=53t=10169#p39638 On Fri, Oct 26, 2012 at 1:52 PM, Gadow, Shawn sga...@ocusd.net wrote: I read in this thread about this but has anything been done with this yet? https://otrsteam.ideascale.com/a/dtd/automatically-creation-of-tickets-bei-time-schedule/105471-10369 ** ** I would really like to use generic agent or an addon to schedule a ticket to be created once a month or once a year or some other time variation rather than just setting a ticket to pending state each time it comes up.* *** ** ** ** ** Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 ** ** *“Security is when everything is settled*. *When nothing can happen to you. Security is the denial of life*.” – Germaine Greer ** ** - 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
