[otrs] Activate responsible icons

[Caspar Kennerdale]

Hello

We have started to use the responsibility features, however I done seem to
be able to activate the icon in the upper part of the user interface which
allows you to view all tickets for which you are responsible.

Can anyone tell me where to activate this in the sysconfig please?

If it is any help none of the other icons appear either - watched tickets,
new message and locked tickets.

I assumed it would be one of these, but no joy


Frontend::Agent::LinkObject2::MenuModule
  

2

Framework


Frontend::Agent::ITSMConfigItem::MenuModule
  

6

ITSM


Frontend::Agent::ITSMLocation::MenuModule
  

3

ITSM


Frontend::Agent::ITSMSLA::MenuModule
  

2

ITSM


Frontend::Agent::ITSMService::MenuModule
  

3

ITSM


Frontend::Agent::Ticket::MenuModule



2

ITSM


Frontend::Agent::Ticket::MenuModule
  

17

Ticket


Frontend::Agent::Ticket::MenuModulePre
  

8

Ticket

 

Thanks

Caspar

 

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[otrs] Responsible + notification addresses

[Caspar Kennerdale]

Hello

I am trying to use the responsible function which seems to work, except it
doesn't seem to send a notification email to the responsible person

 

Where is this activated from - I assumed within the user profile but that
only talks about queue notification

 

Caspar Kennerdale 



 

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[otrs] Customer view clarification

[Caspar Kennerdale]

Hello

I have 2 questions I would like clarified please in the customer view

 

1)   When I click My tickets do I see the tickets that  have raisied via
this customr.pl screen - or do I see all tickets where the owner is assigned
to me?

2)   When I click Company tickets do I see all tickets that are assign
to the same customer ID?

 

 

 

Caspar Kennerdale 



 

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[otrs] Tickets raised in customer view

[Caspar Kennerdale]

Hello

All tickets raised in the customer view all have the owver r...@localhost

 

Should this not be the customer who has raised the ticket?

 

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[otrs] multiple attachments

[Caspar Kennerdale]

Hello

Is it possible for a ticket to accept multiple attachments when first
raised?

It is not uncommon for us to have 3 or 4 files which relate to a ticket, and
is probably a bit of a stretch for all of our clients to learn how to use
winzip!

Caspar Kennerdale 



 

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While we have checked this e-mail and any attachments for viruses, we do not
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[otrs] Time Units Field

[Caspar Kennerdale]

Hello

When you close a ticket there is a field called 'Time Units' - does this
appear on the reporting anywhere?

 

The reports in 'Stats' seem to deal with total time of tickets - i.e when
they arrive and when they are closed - but this is slightly less relevant to
us as we want to see how long it takes to do particular pieces of work

Caspar Kennerdale 



 

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[otrs] stats module

[Caspar Kennerdale]

Hello

Are the stats module as referred to in the manual and the package ITSMStats
one and the same thing, and I have installed latter but cannot see it
anywhere - not in groups or the database - yet my package manager says it is
installed.

I cannot see any reference to any other stats module - unless I am missing
something

 

I have looked on http://ftp.otrs.org/

 

Thanks

Caspar

 

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[otrs] TimeReporting

[Caspar Kennerdale]

Hello
Could someone give me a quick overview of the time reporting module and how
it works/ relates to tickets

 

How to 'projects' 'Actions' and 'Users' relate and does this tie in with the
Time Taken field at the bottom of the close ticket screen?

 

Ideally what I want is to be able to report on the amount of time spent per
customer and per ticket type by employee.

 

Caspar Kennerdale 



 

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Re: [otrs] Stat + FAQs Module + Groups

[Caspar Kennerdale]

Hi 

The problem is that these are not showing in the list of groups, yet package
manager says they are installed.

 

  _  

From: Obee, Daniel [mailto:o...@myhammer.de] 
Sent: 25 February 2009 17:27
To: caspar.kennerd...@centaur.co.uk; User questions and discussions about
OTRS.
Subject: AW: [otrs] Stat + FAQs Module + Groups

 

You gotta get yourself write access to the groups: faq_admin and stats
(sp?). Or at least ro.

 

Greets

Daniel

 

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von
Caspar Kennerdale
Gesendet: Mittwoch, 25. Februar 2009 17:02
An: 'User questions and discussions about OTRS.org'
Betreff: [otrs] Stat + FAQs Module + Groups

 

Hello

 

I have installed the ITSM Stats module and FAQ module (according to the
package manager) yet no icon is appearing at the top nor is there a group
called Stats.

 

How do I access these please?

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[otrs] Stat + FAQs Module + Groups

[Caspar Kennerdale]

Hello

 

I have installed the ITSM Stats module and FAQ module (according to the
package manager) yet no icon is appearing at the top nor is there a group
called Stats.

 

How do I access these please?

Caspar Kennerdale 
Deputy Web Services Director 






020 7970 4680 




 <mailto:youremailaddr...@centaur.co.uk> caspar.kennerd...@centaur.co.uk




 <http://www.centaur.co.uk/> www.centaur.co.uk

 

 

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Registered in England & Wales No. 4948078. The email and any attachments are
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[otrs] TimeAccounting Module

[Caspar Kennerdale]

Hello

 

I have just installed the Time Accounting module and have given myself the
rights within the appropriate group, however I cannot see any reference to
this module from here on in.

How can I access it/ use it?

 

Thanks

 

Caspar Kennerdale 
Deputy Web Services Director 






020 7970 4680 




 <mailto:youremailaddr...@centaur.co.uk> caspar.kennerd...@centaur.co.uk




 <http://www.centaur.co.uk/> www.centaur.co.uk

 

 

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While we have checked this e-mail and any attachments for viruses, we do not
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[otrs] Attanchen: Can't run GenericAgent Job 'post' because no search attributes are used!.

[Caspar Kennerdale]

Hello

The following message appears in our system log, but I am not sure what is
causing it.

 

Can anyone shed any light?

 

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This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX,
Registered in England & Wales No. 4948078. The email and any attachments are
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While we have checked this e-mail and any attachments for viruses, we do not
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[otrs] Queue names concatenating

[Caspar Kennerdale]

Hello

 

Currently Our Queue names concatenate at the end of the string

 

Example shown below


Queue:

Web Developmen[..]


 

 

 

Is it possible to reverse this so it was like this [..]Rest of Queue

 

It is just for us that we have 3 layers of queue and for quick reference the
end of the string is actually more informative to us

Caspar Kennerdale 
Deputy Web Services Director 






020 7970 4680 




 <mailto:youremailaddr...@centaur.co.uk> caspar.kennerd...@centaur.co.uk




 <http://www.centaur.co.uk/> www.centaur.co.uk

 

 

--

This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX,
Registered in England & Wales No. 4948078. The email and any attachments are
confidential and may contain privileged information, and are intended for the 
named
addressee(s) only. If you are not the intended recipient, please notify us 
immediately
and do not disclose, distribute, or retain this email or any part of it.

While we have checked this e-mail and any attachments for viruses, we do not
warrant that they are virus-free. You must therefore take full responsibility 
for virus
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all email
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[otrs] Adding drop down menus from other fields

[Caspar Kennerdale]

Hi 

 

I was hoping for some guidance with our little conundrum

 

In the /index.pl?Action=AgentTicketZoom users can quickly change the Queue
of the ticket on the right hand side. This is handy if the ticket is in the
wrong queue (which is sometimes only obvious by reading the ticket) and
means the user doesn't have to click to another page to complete this
action.

 

With this in mind we would like to add change type and change priority in
this same manner.

Please see attached screenshot.

 

How are we able to do this? As so far our attempts do not seem to work

 

Caspar Kennerdale 



 

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Registered in England & Wales No. 4948078. The email and any attachments are
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named
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immediately
and do not disclose, distribute, or retain this email or any part of it.

While we have checked this e-mail and any attachments for viruses, we do not
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Re: [otrs] Editing the subject line of a ticket

[Caspar Kennerdale]

Sorry do you mean "Additional ITSM Fields"?


Click on freefields while zoomed into a ticket, no documentation is
necessary for this. Although I suppose if you've customized things there may
be an permissions issue.
 
The "Title" line could also be edited when forming responses to the
user/customer just don't modify the ticket tracking information.
 
LQ




From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of bis
Sent: Wednesday, February 11, 2009 9:52 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Editing the subject line of a ticket


Thanks very much for your help - really appreciate it -
would it be possible to refer me to the relevant section of the
documentation where I can learn how to edit the ticket title in the
freefields (and which file to edit)?
 
Best
 
Bis

--- On Wed, 11/2/09, Obee, Daniel  wrote:


From: Obee, Daniel 
Subject: Re: [otrs] Editing the subject line of a ticket
To: "User questions and discussions about OTRS."

Date: Wednesday, 11 February, 2009, 12:59 PM



The ticket title can be edited in the freefields. 

 

Greets 

Daniel 

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named
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immediately
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While we have checked this e-mail and any attachments for viruses, we do not
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Re: [otrs] Editing the subject line of a ticket

[Caspar Kennerdale]

What the issue that Bis and I are trying to solve is that many of the
tickets come in with far from clear subject lines, so to be able to edit
these would significantly help in organizing the work flow (and there are a
lot of tickets)

We can see you can add notes and give each a subject line, but when
referring to the tickets themselves it seems we are stuck with the original
one

  _  

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Obee, Daniel
Sent: 11 February 2009 13:00
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Editing the subject line of a ticket

 

The ticket title can be edited in the freefields. 

 

Greets

Daniel

 

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von
Patrick Schiess
Gesendet: Mittwoch, 11. Februar 2009 13:35
An: 'bi...@yahoo.co.uk'; 'User questions and discussions about OTRS.'
Betreff: Re: [otrs] Editing the subject line of a ticket

 

as far as i know, there is no way to this through the webclient... however
you could edit the title in the database, but this is not a official way...

 

regards,

patrick.

 

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von bis
Gesendet: Mittwoch, 11. Februar 2009 13:08
An: otrs@otrs.org
Betreff: [otrs] Editing the subject line of a ticket

 


Good morning

 

The problem I am having is that the subject lines of the tickets which come
in are very random. 

 

What we would like is for the person distributing the tickets to be able to
edit the subject line to something more directly relevant so that when we
look at the Queue View the list of tickets displays the relevant (edited)
subject lines rather than the original ones. 

 

Is it possible to edit the subject line of a ticket in this way?

 

Thanks a lot for your help

 

Bis

 

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[otrs] Ticket created in 'compose email' not showing in Queue View

[Caspar Kennerdale]

Hi 
Whenever I create a ticket in compose email (Action=AgentTicketEmail)
The ticket gets sent to the recipient and if I search for the ticket number I 
can retrieve the ticket and it says it it is the queue that I expect to to be 
in, however within queue view (Action=AgentTicketQueue&QueueID=59) the ticket 
does not show.

Is there an obvious reason for this?
Caspar
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Registered in England & Wales No. 4948078. The email and any attachments are
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While we have checked this e-mail and any attachments for viruses, we do not
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Re: [otrs] Select All function

[Caspar Kennerdale]

thanks

 

Caspar Kennerdale 
Deputy Web Services Director 






020 7970 4680 




 <mailto:youremailaddr...@centaur.co.uk> caspar.kennerd...@centaur.co.uk




 <http://www.centaur.co.uk/> www.centaur.co.uk

 

  _  

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Obee, Daniel
Sent: 04 February 2009 16:08
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Select All function

 

Not by now. A good workaround is to install CheckAll into the Firefox which
provides you with a feature 'check all selected checkboxes' on a
right-click. 

 

https://addons.mozilla.org/de/firefox/addon/2708

 

Greets

Daniel

 

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von
Caspar Kennerdale
Gesendet: Mittwoch, 4. Februar 2009 17:05
An: User questions and discussions about OTRS.
Betreff: [otrs] Select All function

 

In the queue view you chack use the check box to select multiple tickets for
which you can do a bulk action.

 

Is there a way of selecting all?

 

Thank you


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Registered in England & Wales No. 4948078. The email and any attachments are
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[otrs] Select All function

[Caspar Kennerdale]

In the queue view you chack use the check box to select multiple tickets for 
which you can do a bulk action.

Is there a way of selecting all?

Thank you
--

This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX,
Registered in England & Wales No. 4948078. The email and any attachments are
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named
addressee(s) only. If you are not the intended recipient, please notify us 
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and do not disclose, distribute, or retain this email or any part of it.

While we have checked this e-mail and any attachments for viruses, we do not
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Re: [otrs] Res: Re: Change the time of fetch

[Caspar Kennerdale]

so this is set at the server level then rather than fronm within OTRS?
  - Original Message - 
  From: Camilo Vieira 
  To: otrs@otrs.org 
  Sent: Wednesday, February 04, 2009 3:58 PM
  Subject: [otrs] Res: Re: Change the time of fetch


  You can use the at or tasklist command.
  Bye. 



--
  De: otrs-boun...@otrs.org  
  Para: User questions and discussions about OTRS.  
  Enviada em: Wed Feb 04 13:57:21 2009
  Assunto: Re: [otrs] Change the time of fetch 


  Hi

  On a unix system that would be in the crontab that fires the postmaster 
script.

  Under Windows I have no idea, perhaps a service, or scheduled command?

   

  Kind regards,

  Frans Stekelenburg
  NetDialog Service Center



  +31 30 789 3636
  www.netdialog.eu

   

  From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Caspar Kennerdale
  Sent: woensdag 4 februari 2009 15:04
  To: otrs@otrs.org
  Subject: [otrs] Change the time of fetch

   

  Hello

  Currently OTRS fetches mail every 10 minutes (according to the syslog)

  How can I change this to a shorter trime period ?

  Thanks

  Caspar

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line with the Lawful Business PracticeRegulations, 2000.

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[otrs] Change the time of fetch

[Caspar Kennerdale]

Hello
Currently OTRS fetches mail every 10 minutes (according to the syslog)
How can I change this to a shorter trime period ?
Thanks
Caspar
--

This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX,
Registered in England & Wales No. 4948078. The email and any attachments are
confidential and may contain privileged information, and are intended for the 
named
addressee(s) only. If you are not the intended recipient, please notify us 
immediately
and do not disclose, distribute, or retain this email or any part of it.

While we have checked this e-mail and any attachments for viruses, we do not
warrant that they are virus-free. You must therefore take full responsibility 
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checking. Centaur Media plc. and its subsidiaries reserve the right to monitor 
all email
communications through their networks in line with the Lawful Business Practice
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[otrs] Attacment questions

[Caspar Kennerdale]

Hi

 

I am just in the process of setting up OTRS

 

We receive in excess of 100 requests a day and many if them contain
attachments.

 

I need to be able to handle attachments of up to 5 meg 

 

Is there any best practice around this? I see that attachments are stored
actually in the database, whereas I had assumed they would be stored in
Filemanger and the location would be stored in the database?

 

Has anyone have these same requirements? 

 

A second question would be what does filemanager do if not store these
attachments?

 

Kind Regards

 

---

Caspar Kennerdale

Operations and Production Manager

Web Operations

 

Centaur Media plc

79 Wells Street,

London,

W1T 3QN

 

020 7970 4680


 

 

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[otrs] Admin Locked out

[Caspar Kennerdale]

Hi

I was creating new users and assigning permissions to them yesterday. The
permissions I was assigning was access to control tickets for each group I
have set up but not whether or not any have overall admin rights

To my knowledge I did not change the details of the [EMAIL PROTECTED] account

 

I have come in to today as it says I do not have permission to any of the
admin screens

 

Is there any thing I can do here - short of re-installing

 

Kind Regards

 

---

Caspar Kennerdale

Operations and Production Manager

Web Operations

 

Centaur Media plc

79 Wells Street,

London,

W1T 3QN

 

020 7970 4680


 

 

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RE: [otrs] 1st post and questions

[Caspar Kennerdale]

Thanks for you help

Kind Regards

 

---

Caspar Kennerdale

Operations and Production Manager

Web Operations

 

Centaur Media plc

79 Wells Street,

London,

W1T 3QN

 

020 7970 4680


 


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nick
Bright
Sent: 14 April 2008 20:32
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] 1st post and questions

Caspar Kennerdale wrote:
> Hi
> 
> I have just had OTRS installed onto a test server to test its viability 
> for my company.
> 
>  
> 
> I have a few questions which may be rather basic but which I cannot find 
> to answers. Hopefully some of these can be answered by someone
> 
>  
> 
> -  Are you able to view 'closed' tickets
Yes, through the "Search" function.

> 
> -  Are you able to close a ticket without having to submit copy 
> within a message box

Not from my experience. There must be a message body. If I don't have 
anything I just type in "closed".

> 
> -  Are you able to set up automate archive functions - i.e back 
> up and archive once a month - so that older requests were not clogging 
> the system (but can be referred to if need be)

You mean automatically close tickets that are too old? I'm not sure if 
it can do that automagically.

> 
> -  Can attachments be saved on a different server?

I don't think so, but I'm not sure.

> 
> -  Are you able to delete users, queues etc (or hide them) I see 
> you can add and amend but I am thinking about when categories become 
> redundant

In my experience, nothing can ever be deleted from OTRS. If you don't 
need it anymore, it's simply changed to "invalid".

> 
>  
> 
> Kind Regards
> 
>  
> 
> ---
> 
> Caspar Kennerdale
> 
> Operations and Production Manager
> 
> Web Operations
> 
>  
> 
> Centaur Media plc
> 
> 79 Wells Street,
> 
> London,
> 
> W1T 3QN
> 
>  
> 
> 020 7970 4680
> 
> 
>  
> 
>  
> 
>

--
> 
> This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX,
> Registered in England & Wales No. 4948078. The email and any attachments
are
> confidential and may contain privileged information, and are intended for
the named
> addressee(s) only. If you are not the intended recipient, please notify us
immediately
> and do not disclose, distribute, or retain this email or any part of it.
> 
> While we have checked this e-mail and any attachments for viruses, we do
not
> warrant that they are virus-free. You must therefore take full
responsibility for virus
> checking. Centaur Media plc. and its subsidiaries reserve the right to
monitor all email
> communications through their networks in line with the Lawful Business
Practice
> Regulations, 2000.
> 
> 
> 
> 
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Registered in England & Wales No. 4948078. The email and any attachments are
confidential and may contain privileged information, and are intended for the 
named
addressee(s) only. If you are not the intended recipient, please notify us 
immediately
and do not disclose, distribute, or retain this email or any part of it.

While we have checked this e-mail and any attachments for viruses, we do not
warrant that they are virus-free. You must therefore take full responsibility 
for virus
checking. Centaur Media plc. and its subsidiaries reserve the right to monitor 
all email
communications through their networks in line with the Lawful Business Practice
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[otrs] 1st post and questions

[Caspar Kennerdale]

Hi

I have just had OTRS installed onto a test server to test its viability for
my company.

 

I have a few questions which may be rather basic but which I cannot find to
answers. Hopefully some of these can be answered by someone

 

-  Are you able to view 'closed' tickets

-  Are you able to close a ticket without having to submit copy
within a message box

-  Are you able to set up automate archive functions - i.e back up
and archive once a month - so that older requests were not clogging the
system (but can be referred to if need be)

-  Can attachments be saved on a different server?

-  Are you able to delete users, queues etc (or hide them) I see you
can add and amend but I am thinking about when categories become redundant

 

Kind Regards

 

-------

Caspar Kennerdale

Operations and Production Manager

Web Operations

 

Centaur Media plc

79 Wells Street,

London,

W1T 3QN

 

020 7970 4680


 

 

--

This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX,
Registered in England & Wales No. 4948078. The email and any attachments are
confidential and may contain privileged information, and are intended for the 
named
addressee(s) only. If you are not the intended recipient, please notify us 
immediately
and do not disclose, distribute, or retain this email or any part of it.

While we have checked this e-mail and any attachments for viruses, we do not
warrant that they are virus-free. You must therefore take full responsibility 
for virus
checking. Centaur Media plc. and its subsidiaries reserve the right to monitor 
all email
communications through their networks in line with the Lawful Business Practice
Regulations, 2000.
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