Re: [otrs] Set default ticket type for queue - OTRS 5

[Leonardo Certuche]

Hello,

You can accomplish that using ACLs:
https://otrs.github.io/doc/manual/admin/stable/en/html/customization.html

On 2 June 2016 at 07:42, Willian Silva  wrote:

> Hi guys.
>
> Can I set a default ticket type for a single queue in sysconfig ?
>
>
> Regards,
>
> Willian Silva.
>
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Re: [otrs] can't write temp files on CentOS

[Leonardo Certuche]

Hello

Probably "Step 7: File Permissions" from
https://otrs.github.io/doc/manual/admin/4.0/en/html/manual-installation-of-otrs.html
can help you solve your issue
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Re: [otrs] Reporting / statistics

[Leonardo Certuche]

Hi,

The only fields that OTRS stores from an LDAP customer are customer_user_id
and customer_id, both mapped from your LDAP information in the Config.pm
file. What you could do is edit your mapping and make sure location value
is mapped against customer_id. Unfortunately this will only affect the
tickets created once the change occurs. To affect tickets from the past,
you might want to update the customer_id columns of your ticket table.
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Re: [otrs] Determine number of closed tickets that were solved within SLA

[Leonardo Certuche]

Hello Jürgen,

You can create a database trigger that stores the escalation_solution_time
in a table of your own before its value gets reset by ticket.pm.

On 25 April 2016 at 09:04, Mnich, Jürgen  wrote:

> Hello!
>
>
>
> I am oft he opinion, that I have a very normal situation J
>
>
>
> We configured services and SLAs a few days ago and got a little familiar
> with the escalation configuration.
>
> Actually we only use solution-times for the time being.
>
>
>
> Now I want to determine – for all tickets closed last week (for example) –
> how many tickets have been solved within the sla and how many have
> escalated (the sum of those two values must be the number of all closed
> tickets).
>
>
>
> When looking on the database-entries I found out (I hope that this is
> correct) that – as long as the tickets are not closed – the
> escalation_solution_time is the value I can compare to.
>
>
>
> When any ticket is closed, this (and all the other escalation_time values)
> are reset to zero (that’s coded in ticket.pm).
>
>
>
> I think it is absolutely normal that you want or even need to report on
> your SLA-compliance.
>
>
>
> How can I reach my goal? How do you do report your SLA-compliance?
>
>
>
> 1.Change the code in ticket.pm (or is there any good reason why the
> values are reset to zero)?
>
> 2.Is there a statistic I did not find?
>
> 3.Are there any other database tables and/or entries that I could use?
>
> 4.Any other idea…???
>
>
>
> Any help is welcome!!!
>
>
>
> Thanks,
>
> Jürgen.
>
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Re: [otrs] Error with package FAQ after upgrade Otrs5 patch 6 to 9

[Leonardo Certuche]

Hello Juan Carlos,

For the permission denied message, you might want to run the command:

/opt/otrs/bin/otrs.SetPermissions.pl

With the right parameters depending on your environment. For uninstalling a
package from the command line, you can run:

/opt/otrs/bin/otrs.PackageManager.pl -a list

To get the list of the installed package and once identified (let's suppose
is called FAQ) then run:

/opt/otrs/bin/otrs.PackageManager.pl -a uninstall -p FAQ

Then restart apache and try again.

On 22 April 2016 at 17:25, Juan Carlos Ruiz 
wrote:

> Hi
> I upgrade Otrs5 to avoid the error/issue "Internal Server Error", I follow
> all steps described on the documentation, but when I try to see my page, I
> get  a error. I review the error and is because I don't have installed the
> FAQ package on the new version patch9.
>
> Any idea how to disable this package or installed on command line? I try
> but all doc found is old and describe a .pl that is not on the current
> version of otrs5 patch9.
> Also get a error on Permission Denied on Log.pm.
>
> Im on Centos 7 server.
>
> On the Log I have
>
> ERROR: OTRS-CGI-01 Perl: 5.16.3 OS: linux Time: Fri Apr 22 16:41:22 2016
>>  Message: Module Kernel/System/Stats/Static/FAQAccess.pm not in @INC
>> (/usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom
>> /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom
>> /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/local/lib64/perl5
>> /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl
>> /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd)
>>  RemoteAddress: 192.168.0.131
>>  RequestURI: /otrs/index.pl
>>  Traceback (12502):
>>Module: Kernel::System::Stats::GetObjectBehaviours Line: 1131
>>Module: Kernel::System::Stats::StatsGet Line: 272
>>Module: Kernel::System::Stats::StatsListGet Line: 750
>>Module: Kernel::Modules::AgentDashboardCommon::Run Line: 59
>>Module: Kernel::System::Web::InterfaceAgent::Run Line: 1056
>>Module:
>> ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
>> Line: 40
>>Module: (eval) (v1.99) Line: 207
>>Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
>>Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
>>Module: ModPerl::Registry::handler (v1.99) Line: 32
>> [Fri Apr 22 16:41:22.511649 2016] [:error] [pid 12502] [Fri Apr 22
>> 16:41:22 2016] -e: Permission denied at /opt/otrs//Kernel/System/Log.pm
>> line 279.\n
>
>
> Thanks
>
>
>
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Re: [otrs] Fetchmail error

[Leonardo Certuche]

Hi Davi,

Those are bad news. At this point I already ran out of ideas about how to
address your incident. I hope you find a solution and in case you do,
remember to post it here so the OTRS community can learn about it.

On 30 March 2016 at 15:22, Davi Albergaria  wrote:

> Hi Leonardo.
>
> After change in aaa_base file the same error occurred.
>
> 2016-03-30 8:33 GMT-03:00 Davi Albergaria :
>
>> Got it.
>> I ask because I researched in "sysconfig" with "root @ localhost" and
>> nothing was found, or anything on the web console was pointing to it.
>>
>> I thought it was a bug that change by the Web console is not recorded in
>> the file "/ opt / otrs / var / cron / aaa_base".
>>
>> Thanks!
>>
>> 2016-03-29 18:17 GMT-03:00 Renee B :
>>
>>> There's a setting in the SysConfig (somewhere in Group Daemon) for the
>>> recipient...
>>>
>>> Kind regards,
>>> Renée
>>>
>>> --
>>> Perl / OTRS development: http://perl-services.de
>>> OTRS AddOn repository: http://opar.perl-services.de
>>>
>>>
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>>>
>>
>>
>>
>> --
>> Atenciosamente,
>> Davi Albergaria
>>
>>
>
>
> --
> Atenciosamente,
> Davi Albergaria
>
>
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Re: [otrs] Fetchmail error

[Leonardo Certuche]

Well the comment says "Who gets the cron emails?" So you have a hint right
there. Why don't you edit that file, replace root@localhost for a valid
email address and see if the error stops being written on the log? To make
that change count, you should run

/opt/otrs/bin/Cron.sh restart otrs

After editing that file. To double check that the change was made, you can
run

crontab -u otrs -l | grep MAILTO

And see if the new email is being shown.

On 29 March 2016 at 13:19, Davi Albergaria  wrote:

> The query
> "​
> SELECT preferences_value FROM user_preferences where
> preferences_key='UserEmail'
> ​"​ don't returned root@localhost, just true emails accounts.
>
> There is no account associated with the root@localhost
>
> Here the file contents of the "/ opt / otrs / var / cron / aaa_base":
>
> *# Who gets the cron emails?*
> *MAILTO="root@localhost"*
>
> What does the file "/ opt / otrs / var / cron / aaa_base"?
>
> Thank you
>
>
> 2016-03-29 15:06 GMT-03:00 Leonardo Certuche <
> leonardo.certu...@itconsultores.com.co>:
>
>> What about for the rest of the users?
>>
>> SELECT preferences_value FROM user_preferences where
>> preferences_key='UserEmail'
>>
>> Is there any root@localhost associated with any of your users?
>>
>> Also check the contents of the file /opt/otrs/var/cron/aaa_base
>>
>>
>> On 29 March 2016 at 12:51, Davi Albergaria 
>> wrote:
>>
>>> Hi Leonardo.
>>>
>>> This query returned my email:
>>>
>>> [image: Imagem inline 2]
>>>
>>> 2016-03-29 14:46 GMT-03:00 Leonardo Certuche <
>>> leonardo.certu...@itconsultores.com.co>:
>>>
>>>> Hello Davi,
>>>>
>>>> Quick question: If you go to Admin -> SQL Box and run the following
>>>> query, what's the result?
>>>>
>>>> SELECT preferences_value FROM user_preferences where
>>>> preferences_key='UserEmail' and user_id=1
>>>>
>>>> In case the result is an invalid email address, that could be the cause
>>>> of those "the message cannot be delivered to root @ localhost"
>>>> messages.
>>>>
>>>> On 29 March 2016 at 06:24, Davi Albergaria 
>>>> wrote:
>>>>
>>>>> Hi,
>>>>>
>>>>> I reported the error "error on the Scheduler Daemon: Fethmail"-
>>>>> http://bugs.otrs.org/show_bug.cgi?id=11951
>>>>> <http://www.microsofttranslator.com/bv.aspx?from=&to=en&a=http://bugs.otrs.org/show_bug.cgi?id=11951>
>>>>> .
>>>>>
>>>>> The error is constant being very critical because it compromises the
>>>>> use.
>>>>>
>>>>> --
>>>>> Atenciosamente,
>>>>> Davi Albergaria
>>>>>
>>>>>
>>>>> -
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>>>>> Archive: http://lists.otrs.org/pipermail/otrs
>>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>>>
>>>>
>>>>
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>>>>
>>>
>>>
>>>
>>> --
>>> Atenciosamente,
>>> Davi Albergaria
>>>
>>>
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>>
>>
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>
>
>
> --
> Atenciosamente,
> Davi Albergaria
>
>
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Re: [otrs] Fetchmail error

[Leonardo Certuche]

What about for the rest of the users?

SELECT preferences_value FROM user_preferences where
preferences_key='UserEmail'

Is there any root@localhost associated with any of your users?

Also check the contents of the file /opt/otrs/var/cron/aaa_base

On 29 March 2016 at 12:51, Davi Albergaria  wrote:

> Hi Leonardo.
>
> This query returned my email:
>
> [image: Imagem inline 2]
>
> 2016-03-29 14:46 GMT-03:00 Leonardo Certuche <
> leonardo.certu...@itconsultores.com.co>:
>
>> Hello Davi,
>>
>> Quick question: If you go to Admin -> SQL Box and run the following
>> query, what's the result?
>>
>> SELECT preferences_value FROM user_preferences where
>> preferences_key='UserEmail' and user_id=1
>>
>> In case the result is an invalid email address, that could be the cause
>> of those "the message cannot be delivered to root @ localhost" messages.
>>
>> On 29 March 2016 at 06:24, Davi Albergaria 
>> wrote:
>>
>>> Hi,
>>>
>>> I reported the error "error on the Scheduler Daemon: Fethmail"-
>>> http://bugs.otrs.org/show_bug.cgi?id=11951
>>> <http://www.microsofttranslator.com/bv.aspx?from=&to=en&a=http://bugs.otrs.org/show_bug.cgi?id=11951>
>>> .
>>>
>>> The error is constant being very critical because it compromises the use
>>> .
>>>
>>> --
>>> Atenciosamente,
>>> Davi Albergaria
>>>
>>>
>>> -
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>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>
>>
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>>
>
>
>
> --
> Atenciosamente,
> Davi Albergaria
>
>
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Re: [otrs] Fetchmail error

[Leonardo Certuche]

Hello Davi,

Quick question: If you go to Admin -> SQL Box and run the following query,
what's the result?

SELECT preferences_value FROM user_preferences where
preferences_key='UserEmail' and user_id=1

In case the result is an invalid email address, that could be the cause of
those "the message cannot be delivered to root @ localhost" messages.

On 29 March 2016 at 06:24, Davi Albergaria  wrote:

> Hi,
>
> I reported the error "error on the Scheduler Daemon: Fethmail"-
> http://bugs.otrs.org/show_bug.cgi?id=11951
> 
> .
>
> The error is constant being very critical because it compromises the use.
>
> --
> Atenciosamente,
> Davi Albergaria
>
>
> -
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Re: [otrs] CUSTOMER LOGIN PAGE

[Leonardo Certuche]

Hello,

There is one addon developed for that:
http://otrsaddons.com/node/4857

It's for version 3.1 but you could edit the opm file on the line that says

3.1.x

Change it to your OTRS version and try.

If you have OTRS 4, there is a feature for system maintenance:
http://otrs.github.io/doc/manual/admin/4.0/en/html/administration.html#adminarea-systemmaintenance


On 9 March 2016 at 08:14, André Cavalcante  wrote:

> Hi there,
>
> Can I write a message on the CUSTOMER LOGIN page? Please see the attached
> image.
>
> --
> *André Luiz C. e Cavalcante*
>
>
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Re: [otrs] Help Query

[Leonardo Certuche]

Hello,

You can disable those forms at Admin -> Sysconfig -> Ticket ->
Frontend::Agent::ModuleRegistration

About alignment, I guess you can play with the files at
/opt/otrs/Kernel/Output/HTML/Standard

On 5 February 2016 at 07:54,  wrote:

> Hi,
>
> I want to disable new phone ticket and also phone call outbound, phone
> call inbound, how can i do it.
>
>
> Also i have created dynamic field is it possible to do alignment of those
> dynamic, i mean center alignment or one below another or on side.
>
>
>
>
>
> Best Regards
> Milind Tailor
>
> Information Technology
> MOL-IPS India, Mumbai Centre
> Work : + 91 22 42478445
> Website : http://www.molpower.com
>
>
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Re: [otrs] OTRS 5 AD Integration

[Leonardo Certuche]

The admin manual covers this topic as well
http://otrs.github.io/doc/manual/admin/stable/en/html/external-backends.html


On 21 January 2016 at 09:48, Raul Libório  wrote:

> Hi Sujeeva,
>
> Here
> http://rauhmaru.blogspot.com/2014/10/otrs-autenticando-no-active-directory.html
> .
> Change Host, BaseDNS, SearchUserDNS and SearchUserPw values in config.
>
> Raul Libório
> http://rauhmaru.blogspot.com/
> openSUSE Member | Linux User #581
>
> /etc/httpd/conf.d/ssl.conf:7
> # Do NOT simply read the instructions in here without understanding
> # what they do.  They're here only as hints or reminders.  If you are
> unsure
> # consult the online docs. You have been warned.
>
> On Thu, Jan 21, 2016 at 1:07 AM, Sujeeva Tissaarachchi <
> sujeev...@yahoo.com> wrote:
>
>> Dear Friends,
>>
>> Has any one integrated OTRS 5 or 4 with Microsoft Active Directory?
>>
>> Best Regards,
>> Sujeeva Tissaarachchi
>>
>>
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>
>
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Re: [otrs] Criticality <-> Impact <-> Priority Matrix empty

[Leonardo Certuche]

Hello,

Look in dynamic Fields. There must be two dropdown fields called
ITSMCriticality and ITSMImpact. Without them that Matrix won't have values
to pick up from.


On 16 December 2015 at 05:27, Branislav Brna 
wrote:

> Hello,
> today I found that in our OTRS 3.3.7 with ITSM I am unable to create new
> Services, because we dont have any Criticality set. Funny thing is that
> when I go to Criticality <-> Impact <-> Priority Matrix I am presented with
> this:
> http://s17.postimg.org/fevcai6jz/image.jpg
>
> I found this really strange since we had few test services defined in the
> pasted I am 100% sure that matrix was available. Any idea what could cause
> this and how to fix it?
>
> Thanks
>
>
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Re: [otrs] SystemMonitoring

[Leonardo Certuche]

Hello Rob,

As far as I understand, you don't need generic agent jobs or postmaster
filters to have this working. Did you create the 3 dynamic fields required
for this functionality? If you want to keep the default sysconfig entry as
it comes, those fields must be named TicketFreeText1 for storing the name
of the device affected, TicketFreeText2 for the name of the service
affected and ArticleFreeText1 for the state of the event. Then publish
those fields on AgentTicketZoom so you can actually know their values.
Bonus points if the name of the device is the same name of one of your
configuration items (CI) on the CMDB. That way your ticket will be linked
with the affected CI and its operational state will change.

I know my comment is not related with the acknowledge feature but hopefully
there is valuable information for you here.


On 2 December 2015 at 11:24, Rob Shears  wrote:

> My next challenge is proper configuration of SystemMonitoring.  Hopefully
> I’m not getting something as obvious as my last issue incorrect here.
>
>
>
> OTRS 4.0.13
>
> SystemMonitoring 4.0.2
>
>
>
> I have the incoming tickets sorting fine.
>
> I am using the post-postmaster filter, as I use a postmaster filter to set
> some variables (X-OTRS-LOOP etc).
>
> I have a GenericAgent Job running to grab the tickets, stick em in a queue
> and set the priorities.
>
> I can file additional alerts to the correct ticket.
>
>
>
> I cannot get OTRS to even attempt to acknowledge the alert, no failures,
> no log errors, just no attempt from OTRS at all to send the http
> acknowledgement.
>
>
>
> I adjusted the trigger event in the SystemConfig section to
> TicketQueueUpdate, from TicketLockUpdate, to match our requirements, but
> there is no difference in how OTRS is acting with either.  It simply will
> not trigger the acknowledgement event.
>
>
>
> While I keep working away (the acknowledgement doesn’t even work from the
> command line but I’ll solve that one!), anyone have any ideas on what could
> be going wrong, to cause OTRS to not even attempt the acknowledgement?
>
>
>
> Cheers
>
>
>
> *Rob Shears*
>
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Re: [otrs] Issues when attempting to upgrade between OTRS 4.0 and 5.0

[Leonardo Certuche]

It seems more like an issue with apache than otrs. Have you tried
overwriting the file /etc/httpd/conf.d/otrs.conf from a functional otrs 5
installation to your migrated environment?

Check also SELinux.
El 21/10/2015 10:45 a. m., "Stanford, Philip N."  escribió:

> Hi
>
> I had a working OTRS 4  test system, minimally configured,  built on
> Centos 6.7
>
> The system included OTRS::ITSM and packages such as FAQ, Master-Slave etc.
>
> I thought I would upgrade that to the released version of OTRS 5.
>
> I followed the procedure in
> http://otrs.github.io/doc/manual/admin/5.0/en/html/upgrading.html  for
> upgrading using the RPM, and didn’t note any errors.
>
> Apache starts OK, and can display the basic ‘unconfigured’ web page at the
> bare domain address.
>
>
>
> If I go to  http://myhost.mydomain/otrs/index.pl  although I initially
> get the login page, once I authenticate, there’s then a pause and I then
> get ‘Internal Server Error’  on the web page and errors such as these in
> the Apache error log:
>
>
>
> [Wed Oct 21 13:27:31 2015] [error] [client x.x.x.x] Directory index
> forbidden by Options directive: /var/www/html/
>
> [Wed Oct 21 13:28:56 2015] [error] Can't call method "FatalError" on an
> undefined value at
> /opt/otrs//Kernel/Modules/AgentMasterSlavePrepareTicket.pm line 31.\n
>
>
>
> If I go to http://myhost.mydomain/otrs/customer.pl,  similarly, I get the
> initial customer login page, but then the same ‘Internal Server Error’ ,
> followed by this error in the Apache log:
>
> [Wed Oct 21 14:01:09 2015] [error] [Wed Oct 21 14:01:09 2015] -e: Got no
> ConfigObject! at
> /opt/otrs//Kernel/Output/HTML/CustomerHeaderMetaFAQSearch.pm line 24.\n
>
>
>
> I’ve tried stopping Apache,   rebuilding the OTRS config and flushing the
> cache (as ‘otrs’ userid not root, as advised in the installation
> instructions) but it doesn’t make any difference.  After the first
> occurrence, I don’t get the login box again, just the ‘internal server
> error’ on the web page.
>
>
>
> There’s no errors in /var/log/messages.
>
> Normally when upgrading between versions (major or minor) the ‘base’  OTRS
> upgrade works fine, and I do the OTRS::ITSM, FAQ etc packages via the
> Package Manager.
>
> I should add that I’ve tried using IE10 on a PC and current versions of
> Chrome and Safari on a Mac so the issue isn’t related to browser.
>
>
>
> Any thoughts would be appreciated.
>
> Phil
>
>
>
>
>
>
>
>
>
>
> --
> This message (and any attachments) is for the recipient only. NERC is
> subject to the Freedom of Information Act 2000 and the contents of this
> email and any reply you make may be disclosed by NERC unless it is exempt
> from release under the Act. Any material supplied to NERC may be stored in
> an electronic records management system.
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>
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Re: [otrs] Create a email ticket for multiple customers

[Leonardo Certuche]

Hello,

Another approach to your need could be if all those customers share the
same CustomerID. In this case the ticket that is created for one customer
could be seen for all other customers with the same CustomerID, on the
Company Tickets menu at the customer interface.




On 20 October 2015 at 13:43, Florian Meier <
florian.me...@informatik.uni-erlangen.de> wrote:

> Hi!
>
> Is it possible to create a ticket for multiple customer users, for
> example for everyone who's userlogin starts with XY?
> Can i do this from within the web interface or do i need the perl
> interface?
>
> Greetings
> Florian
> -
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Re: [otrs] Customer Portal - next state visibility

[Leonardo Certuche]

Yes you can. Instead of Queue use State. Do it in  CustomerTicketZoom as
well
El 9/09/2015 7:48 p. m., "Nick Bright"  escribió:

> On 9/9/2015 7:42 PM, Nick Bright wrote:
>
>> What SysConfig variable would need to be adjusted to control what
>> next-state options are selectable by the customer?
>>
>> I want to restrict it to simply "open" or "closed", while internally we
>> use numerous other close reasons.
>>
>> I used this to restrict queues the same way:
>
>
> $Self->{TicketAcl}->{'ACL-Customer-Queues'} = {
> Properties => {Frontend => {Action => ['CustomerTicketMessage'] }},
> Possible => { Ticket => { Queue => ['SUPPORT','Billing'] } }};
>
>
> Perhaps this can be used to restrict close states as well? I'm just not
> quite sure how.
>
> --
> ---
> -  Nick Bright-
> -  Vice President of Technology   -
> -  Valnet -=- We Connect You -=-  -
> -  Tel 888-332-1616 x 315 / Fax 620-331-0789  -
> -  Web http://www.valnet.net/ -
> ---
> - Are your files safe?-
> - Valnet Vault - Secure Cloud Backup  -
> - More information & 30 day free trial at -
> - http://www.valnet.net/services/valnet-vault -
> ---
>
> This email message and any attachments are intended solely for the use of
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> under applicable law. If you are not the intended recipient of this
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Re: [otrs] Customer Portal - next state visibility

[Leonardo Certuche]

Hello Nick

You can accomplish that using ACLs
El 9/09/2015 7:44 p. m., "Nick Bright"  escribió:

> What SysConfig variable would need to be adjusted to control what
> next-state options are selectable by the customer?
>
> I want to restrict it to simply "open" or "closed", while internally we
> use numerous other close reasons.
>
> --
> ---
> -  Nick Bright-
> -  Vice President of Technology   -
> -  Valnet -=- We Connect You -=-  -
> -  Tel 888-332-1616 x 315 / Fax 620-331-0789  -
> -  Web http://www.valnet.net/ -
> ---
> - Are your files safe?-
> - Valnet Vault - Secure Cloud Backup  -
> - More information & 30 day free trial at -
> - http://www.valnet.net/services/valnet-vault -
> ---
>
> This email message and any attachments are intended solely for the use of
> the addressees hereof. This message and any attachments may contain
> information that is confidential, privileged and exempt from disclosure
> under applicable law. If you are not the intended recipient of this
> message, you are prohibited from reading, disclosing, reproducing,
> distributing, disseminating or otherwise using this transmission. If you
> have received this message in error, please promptly notify the sender by
> reply E-mail and immediately delete this message from your system.
>
> -
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Re: [otrs] OTRS with remote DB

[Leonardo Certuche]

Hello Holger,

The information that you hope exists! Go to /opt/otrs/scripts/database/ and
there you'll find otrs-schema.mysql.sql, otrs-initial_insert.mysql.sql and
otrs-schema-post.mysql.sql. Run them in that order and you'll have a
funtional OTRS database. After that you'll need a
GRANT ALL PRIVILEGES ON `otrs`.* TO 'otrs'@'YOUR-OTRS-IP-ADDRESS' WITH
GRANT OPTION

In order to run the installer without issues, you could temporary install
mysql-server on your OTRS box, run the installer with local database and
then edit the /opt/otrs/Kernel/Config.pm file to point it to your mysql
server. Then run /opt/otrs/bin/otrs.CheckDB.pl to make sure all is set.


On 31 August 2015 at 11:06,  wrote:

> Hi Leonardo,
>
>
>
> I will try this tomorrow (as I am about to leave for today…) thanks.
>
>
>
> BTW.: I had to grant root remote access for the web Installation anyway,
> too.
>
> Which I found irritating. I would prefer some SQL example(s) in the
> documentation to create the Db and the necessary user,
>
> (best with minimum rights, not some “grant all”…) and then the rest via
> web-gui.
>
> But still: the gui is unable to skip the db-, and User-creation Steps…
> ignoring the fact, that one might be on this path on the second run already.
>
>
>
> Bye,
>
> Holger
>
>
>
> --
>
>
>
> Holger Patzelt
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Leonardo Certuche
> *Sent:* Monday, August 31, 2015 5:53 PM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] OTRS with remote DB
>
>
>
> Hello,
>
>
>
> I believe that if you run installer.pl without creating previously the
> database and entering the root credentials, it will allow you to create the
> user, the database and its structure. The only downside of this approach is
> that you have to temporally grant access to root from the IP address of
> OTRS. You can remove this access once the installer has finished.
>
>
>
>
>
>
> On 31 August 2015 at 10:39, Rudolf Bargholz 
> wrote:
>
> Hi Holger,
>
>
>
> Why not create the DB on a local VM, then copy the DDL and execute the DDL
> of the OTRS database manually via console.
>
>
>
> Regards
>
>
>
> Rudolf Bargholz
>
>
>
> *Von:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *Im Auftrag
> von *holger.patz...@t-systems.com
> *Gesendet:* Montag, 31. August 2015 17:20
> *An:* otrs@otrs.org
> *Betreff:* [otrs] OTRS with remote DB
>
>
>
> Hi,
>
>
>
> I have problems installing OTRS on a Server using a NON LOKAL mysql
> installation.
>
> For various reasons we decided to have a “centralized mysql Server”.
>
>
>
> But,
>
> even IF I enable remote root access (which normaly is a nogo) the
> web-installation breaks after Installation of the otrs database, as the
> otrs user is not installed for remote access by the otrs scripts!! (The
> fact, that I entered something different than
>
> The installation stops, whining that the access is not permitted, and
> there is no chance of healing (e.g.: local “grant …” on the db by the
> user), instead the installation stops. So you have to start at the
> beginning, wich means, you have to drop the database.
>
>
>
> Why isn’t it possible to have something like a “try again” button, which
> opens the possibility to heal certain installation-script bugs during
> installation. ??
>
>
>
> Has anyone any suggestions or an Installation guide for a remote
> mysql-Server installation for me?
>
>
>
> Bye,
>
> Holger
>
>
>
> --
>
> Holger Patzelt
>
>
>
>
> -
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>
>
>
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Re: [otrs] OTRS with remote DB

[Leonardo Certuche]

Hello,

I believe that if you run installer.pl without creating previously the
database and entering the root credentials, it will allow you to create the
user, the database and its structure. The only downside of this approach is
that you have to temporally grant access to root from the IP address of
OTRS. You can remove this access once the installer has finished.



On 31 August 2015 at 10:39, Rudolf Bargholz 
wrote:

> Hi Holger,
>
>
>
> Why not create the DB on a local VM, then copy the DDL and execute the DDL
> of the OTRS database manually via console.
>
>
>
> Regards
>
>
>
> Rudolf Bargholz
>
>
>
> *Von:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *Im Auftrag
> von *holger.patz...@t-systems.com
> *Gesendet:* Montag, 31. August 2015 17:20
> *An:* otrs@otrs.org
> *Betreff:* [otrs] OTRS with remote DB
>
>
>
> Hi,
>
>
>
> I have problems installing OTRS on a Server using a NON LOKAL mysql
> installation.
>
> For various reasons we decided to have a “centralized mysql Server”.
>
>
>
> But,
>
> even IF I enable remote root access (which normaly is a nogo) the
> web-installation breaks after Installation of the otrs database, as the
> otrs user is not installed for remote access by the otrs scripts!! (The
> fact, that I entered something different than
>
> The installation stops, whining that the access is not permitted, and
> there is no chance of healing (e.g.: local “grant …” on the db by the
> user), instead the installation stops. So you have to start at the
> beginning, wich means, you have to drop the database.
>
>
>
> Why isn’t it possible to have something like a “try again” button, which
> opens the possibility to heal certain installation-script bugs during
> installation. ??
>
>
>
> Has anyone any suggestions or an Installation guide for a remote
> mysql-Server installation for me?
>
>
>
> Bye,
>
> Holger
>
>
>
> --
>
> Holger Patzelt
>
>
>
> -
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Re: [otrs] Make visible "Send From" in Ticket

[Leonardo Certuche]

Hi,

Using postmaster filters you can *copy* what is on the right of "Sender:"
and *paste* it on a dynamic field. There is an example here:
http://forums.otterhub.org/viewtopic.php?t=16665#p64455

But googling about it, I came across this one which looks more
sophisticated:
http://opar.perl-services.de/package/R/RE/RENEEB/EnhancedPostmasterFilter



On 24 August 2015 at 08:10,  wrote:

> Hi !
>
> we´ve tickets (created out of emails) with different information about the
> real "sender" and the information in the "From" field.
> Example -> Someone sends an email out of an "service mailbox" . So we´ve
> the information about the service-mailbox ( in field "from") and the
> information in the "sender" field.
>
> Now, I want to make the information of the "sender" visible.
> Is that possible ? if yes, how ?
>
> Every tip is welcome
>
>
> Freundliche Grüße/Best regards
> Stefanie Krüger
>
>
>
>
> -
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Re: [otrs] Can't see services when creating a ticket as Agent

[Leonardo Certuche]

Hi,

Probably there is no customer-service association defined yet. If you don't
want to do that association, you can always mark the services as default so
they are associated to all customers.




On 24 August 2015 at 05:57, Eladio Jose Cousiño Godoy 
wrote:

>
> Hi,
>
> I'm trying to create a ticket as an Agent but when i click the list,
> there's no services there.
> Any idea of what i'm doing wrong?
> --
> José Cousiño
> Departamento de Seguridad Informática
> S.E.T - http://www.set.gov.py/
>
>
>
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Re: [otrs] Deploy OTRS configuration from test environment to production environment

[Leonardo Certuche]

Hello,

The way we have done that before is:

on app:
tar --exclude=var/article --exclude=var/tmp -cvpzf ../otrs_app.tar.gz *

on db:
mysqldump -u root -p otrs > otrs_db.sql

And then restore both on your new environment, previous installation of the
product so all software requirements are already met.

On 12 August 2015 at 14:53, Samuel Diniz Casimiro <
samuel.casim...@camara.leg.br> wrote:

> Hi everyone!
>
>
>
> I’m using OTRS 4.0.11.
>
>
>
> Because of some company policies, I need to set up to environments, one
> for testing and another for production (operational).
>
>
>
> The problem is: How to export the required configuration data from test
> env. and deploy it into production env?
>
>
>
> I know I could copy and paste the ZZZAuto.pm file, but is that enough? Is
> there any database configuration data I should also take care? If so, how?
>
>
>
> I know I could use the provided backup.pl script, but I don’t want to
> backup/restore all the data, only the configuration data. Is there any way
> to do so?
>
>
>
> Thanks in advance,
>
>
>
> Samuel
>
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Re: [otrs] Closed Ticked Limit

[Leonardo Certuche]

Hello André,

If you want to find out whats the oldest ticket closed, run the following
query:

SELECT tn, create_time, MIN( id )
FROM ticket
WHERE ticket_state_id
IN (

SELECT id
FROM ticket_state
WHERE type_id =3
)

You could count them replacing the first line for:

SELECT COUNT( tn )

And you could list them all replacing the first line for:

SELECT tn, create_time

And appending the following line at the end:

ORDER BY `ticket`.`create_time` ASC

I hope it helps. Regards,

Leonardo Certuche
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Re: [otrs] How to remove individual postings (not tickets)?

[Leonardo Certuche]

Hello

>From database, every posting is an article_id associated with a ticket_id
so if you remove the correct entries from article table and delete cache,
those postings will be gone
El abr 7, 2015 1:15 PM, "Frank Thommen" 
escribió:

> Hi,
>
> I'm sure this has already been asked in the past but I don't seem able to
> find any appropriate postings:
>
> How can I remove individual mails/postings (/not/ complete tickets!) in
> OTRS tickets?
>
> Background is, that due to technical problems I have several tickets with
> dozens of intermixed duplicate entries which makes these tickets almost
> unreadable and unusable.  I'd like to remove the duplicate entries from
> these tickets.  I don't care if this is done through the webgui or directly
> in the database.  (But I have never dealt with the OTRS database directly
> so far)
>
> I'm using OTRS 3.2.9 on CentOS 5 with MySQL.
>
>
> Thanks in advance
> Frank
> -
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Re: [otrs] Can't go after Login

[Leonardo Certuche]

Hello,

With any browser?
Try with Firefox installing firebug and seeing its error console



On 23 February 2015 at 14:28, aledr  wrote:

> Hi there!
>
> Suddenly I'm not able to go after login on index.pl, but customer.pl
> still works normally.
> No message on logs, no error, nothing... It just keeps "loading".
>
> How can I debug this?
>
> Thanks.
> --
> [ ]'s
> Aledr - Alexandre
>
>
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Re: [otrs] Moving the 'logged in as' field

[Leonardo Certuche]

Hello

Check the file Kernel/Output/HTML/Standard/Header.dtl


On 18 June 2014 08:55, Paul Simons  wrote:

>   Dear All
>
> Is there are way to move the location of the “You are logged in as [USER]’
> message in the top right of the screens?
>
> Regards
>
> Paul S.
>
> --
>
> Disclaimer: This e-mail (and any attachments to it) is confidential and
> intended solely for the named person/s to whom it is addressed. If you are
> not an intended recipient, please notify us immediately and delete the
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> these circumstances is prohibited.
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Re: [otrs] Customer user log in

[Leonardo Certuche]

Hello

agents go to otrs/index.pl

customers go to otrs/customer.pl




On 8 May 2014 03:53, Dargai Gabi  wrote:

>  Hi,
>
> I created agents and customer users in OTRS but only the agents can be
> used to log in. How is it possible to log in with customer users?
>
> Thanks in advance!
> Gabi Dargai
>
> -
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Re: [otrs] Create note and move ticket to another queue

[Leonardo Certuche]

If you look for AgentTicketMove in SysConfig, you'll realize that Move can
be either a drop-down or a new window. If you choose new window, you'll be
able to write a note while moving the ticket



On 13 March 2014 14:09, Leah Kelly  wrote:

> Is there a way to move a ticket and write a note in one step? Currently
> our agents have to write a note explaining the ticket and the move, then
> move the ticket
> to another queue = two steps.
>
> Any way to make this one step?
>
>
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Re: [otrs] pdf

[Leonardo Certuche]

Hello,

here are the links http://doc.otrs.org/3.3/en/html/


On 10 March 2014 15:48, Jill Goldstein wrote:

>  This is a repeat question, I beg your sincerest pardon.  However, What
> is the link to the pdf documentation file please?
>
>
>
>
>
> *Jill Goldstein*
>
> Customer Support Engineer *|* SPF Solutions
>
> *office: *303-731-5634 | *fax: *720-334-8908
>
> jill.goldst...@spfsolutions.biz | http://www.spfsolutions.biz
>
> *LinkedIn:*
> http://www.linkedin.com/company/3613591?trk=prof-exp-company-name
>
> *Bringing Mobility to Life*
>
> [image: 27de857]
>
>
>
>
>
> -
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[otrs] otrs 3.2 and BPMN 2.0

[Leonardo Certuche]

Hello there!

Quick question: Is the ProcessManagement module of OTRS 3.2, BPMN 2.0
compliant? If the answer is no, how far is from that? is there plans on the
OTRS roadmap to make it compliant?

Thanks!
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Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

[Leonardo Certuche]

Hello Marty,

OTRS will not populate your customer_user database once integrated with an
LDAP/AD. It will check if the user exists on  'CN=OTRS
Dev,OU=level2,OU=level1,DC=domain,DC=com' and then it will confirm the
password. If it matches, it will let the customer log in.

What you are facing probably has to do with the fact that first you
associate CustomerID with one thing:

CustomerID => 'sAMAccountName',

And then you map it with another:

 [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],

Have you tried the following entries?

https://www.google.com.co/search?q=site%3Aforums.otterhub.org+%22Authentication+succeeded%22

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia


On 19 March 2013 13:41, Marty Hillman  wrote:

> I have Googled and screwed around with Config.pm for hours.  The
> configuration is creating agents in the database appropriately, but it is
> not creating users in the customer database.  I am using this as in
> internal system only, so there is no outside access.  I want any user to be
> able to use their AD credentials to log on.  If there is not an account in
> OTRS, it should create one for them. 
>
> ** **
>
> Anyone have any thoughts on what I am overlooking?  Here is my
> /opt/otrs/Kernel/Config.pm.  I copied and pasted from several Google
> results and modified for my own information.  It does validate the password
> is correct for the customer, but does not add them to the database if they
> don’t exist.
>
> ** **
>
> #  #
>
> #
> http://wiki.otterhub.org/index.php?title=Using_OTRS_with_Active_Directory_as_a_source_for_agents#
> 
>
> #  #
>
> ** **
>
> # This is an example configuration for using an MS AD backend
>
> $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
>
> $Self->{'AuthModule::LDAP::Host'} = '172.16.10.21';
>
> $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com';
>
> $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
>
> ** **
>
> # Check if the user is allowed to auth in a posixGroup
>
> # (e. g. user needs to be in a group OTRS_Agents to use otrs)
>
> $Self->{'AuthModule::LDAP::GroupDN'} =
> 'CN=Corp_Admin_MIS,OU=level2,OU=level1,DC=domain,DC=com';
>
> $Self->{'AuthModule::LDAP::AccessAttr'} = 'member';
>
> $Self->{'AuthModule::LDAP::UserAttr'} = 'DN';
>
> ** **
>
> # Bind credentials to log into AD
>
> $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS
> Dev,OU=level2,OU=level1,DC=domain,DC=com';
>
> $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password';
>
> ** **
>
> # in case you want to add always one filter to each ldap query, use***
> *
>
> # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter =>
> '(objectclass=user)'
>
> $Self->{'AuthModule::LDAP::AlwaysFilter'} = '';
>
> ** **
>
> # in case you want to add a suffix to each login name,  then
>
> # you can use this option. e. g. user just want to use user but
>
> # in your ldap directory exists user@domain.
>
> #$Self->{'AuthModule::LDAP::UserSuffix'} = '';
>
> ** **
>
> # Net::LDAP new params (if needed - for more info see perldoc
> Net::LDAP)
>
> $Self->{'AuthModule::LDAP::Params'} = {
>
> port => 389,
>
> timeout => 120,
>
> async => 0,
>
> version => 3,
>
> };
>
> ** **
>
># Now sync data with OTRS DB
>
> $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
>
> $Self->{'AuthSyncModule::LDAP::Host'} = '172.16.10.21';
>
> $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=domain, dc=com';
>
> $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
>
> $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=OTRS
> Dev,OU=level2,OU=level1,DC=domain,DC=com';
>
> $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'password';
>
> ** **
>
> $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {**

Re: [otrs] Installing with Apache, Oracle

[Leonardo Certuche]

Hello

And what is written on the log when you try to visit
http://localhost/otrs/index.pl ?


On 12 March 2013 05:57, Darshak Modi  wrote:

> Hello,
>
> ** **
>
> I am trying to install with Apache, Oracle on linux. 
>
> I have included otrs.conf in httpd.conf file.
>
> ** **
>
> But I get following error in http log.
>
> ** **
>
> Attempt to serve directory: /opt/otrs/bin/cgi-bin/
>
> ** **
>
> I am trying to access http://localhist/otrs, but the above error occurs.**
> **
>
> ** **
>
> ** **
>
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Re: [otrs] Is OTRS Helpdesk ITIL Compliant?

[Leonardo Certuche]

Hello,

Take a look at this link:

http://www.pinkelephant.com/Templates/PinkVERIFY.aspx?id=1702&terms=otrs there
you'll find only *OTRS::ITSM 2.0*


On 13 March 2013 06:53, Jignesh Kakka (jkakka)  wrote:

>  AS per documents , I only see OTRS ITSM as ITIL Compliant. 
>
> ** **
>
> Is OTRS Helpdesk 3.1.7 also ITIL compliant ?
>
> ** **
>
> ** **
>
> Thanks,
>
> JIgnesh
>
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Re: [otrs] Change font size on Ticket Print

[Leonardo Certuche]

Hello,

If you go to Admin -> Sysconfig -> Framework -> Core::PDF

There is nothing about font size but there are some entries about font
type. Try to change the font type to another one, you could find one easier
to read.

On 11 February 2013 09:52, Bjørn Gustav Baklid
wrote:

> I would like to change the font size on the print output OTRS generates.**
> **
>
> When we print the tickets on A4 size paper the article text is a bit too
> small to easily read.
>
> ** **
>
> Could someone point me to the configuration parameter I have to change to
> increase the size?
>
> ** **
>
> ** **
>
> ---
>
> Bjørn Gustav Baklid
>
> IT Consultant, Re kommune
>
> ** **
>
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Re: [otrs] Issue with closed tickets

[Leonardo Certuche]

What if on  Ticket -> Core::PostMaster
You have the variable
PostmasterFollowUpState
set on closed successful?



On 6 February 2013 15:35, Jean BROW  wrote:

> Nope, I don't have any automated jobs with Generic agent.
>
>
> 2013/2/6 Gerald Young 
>
>> Generic agent?
>>
>>
>> On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW  wrote:
>>
>>> Ticket history say the following:
>>>
>>>
>>> ActionComment Zoom UserCreatetime NewTicket New Ticket
>>> [201212201238] created (Q=UKsupport;P=3 normal;S=new). -
>>> root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated:
>>> CustomerID=jhderdf_...@hotmail.com;CustomerUser=jhderdf_...@hotmail.com;
>>> - root@localhost (Admin OTRS) 20/12/2012 13:20:07 EmailCustomer Added
>>> email. Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 
>>> SendAutoReply
>>> AutoReply sent to ""jhderdf_...@hotmail.com" ".
>>> Zoom view root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked
>>> ticket. - john (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock
>>> time. - john (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is
>>> "john" (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old:
>>> "new" New: "closed successful" - john (John Adams) 27/12/2012 12:59:15 
>>> Unlock
>>> Unlocked ticket. - john (John Adams) 27/12/2012 12:59:15
>>>
>>> Usually if an agent press "close" he need (its required) to write an
>>> reason, and you will see an "closed" article at the ticket. Here I do not
>>> see any "closed" article. Any idea why this happen?
>>>
>>>
>>> 2013/2/5 Gerald Young 
>>>
 what does the ticket history say?


 On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW wrote:

> I find a lot of ticket in OTRS that are closed, and cannot understand
> why.
>
> This is what I see:
>
> E-mail from customer
> Autoreplay from OTRS with the ticket number
>
> State is "closed successful" and the "owner" is always the same
> person.
>
> Anyone have an idea why this happen?
>
>
> -
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>>>
>>>
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>>>
>>
>>
>> -
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>
>
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Re: [otrs] How to show dynamic fields in UI while creating tickets

[Leonardo Certuche]

Hello,

You have probably already published the field on the form where you want
your agents to fill it (AgentTicketPhone, AgentTicketNote,
AgentTicketClose, etc) but what you are probably missing is publishing it
on AgentTicketZoom, which will show you the value of the dynamic field once
is stored.

Leonardo Certuche
ITSM Consultant / COO
(57) 301 284 6250
(57) 4 320 7960 ext 1002
www.itconsultores.com.co
Cra 41 Nro 9 - 51 Edificio Arteria Of 104
Medellín, Colombia


On 6 February 2013 14:19, Gerald Young  wrote:

> You add it to the list on the interface's config. For instance:
>
>  Reset this setting Ticket::Frontend::AgentTicketCompose###DynamicField
> KeyContent
>   Remove this entry
> Add new entry
>
> Dynamic fields shown in the ticket compose screen of the agent interface.
> Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
>
>
> On Wed, Feb 6, 2013 at 2:14 PM, Jignesh Kakka (jkakka) 
> wrote:
>
>>  I have added the fields, but still I cant see them on OTRS UI. Where
>> exactly to update it. I made some changes in sysconfig in ticket::frontend
>> 
>>
>> ** **
>>
>> Still it didn’t work,
>>
>> ** **
>>
>> Thanks,
>>
>> Jignesh
>>
>> ** **
>>
>> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
>> Of *Gerald Young
>> *Sent:* Wednesday, February 06, 2013 8:42 PM
>> *To:* User questions and discussions about OTRS.
>> *Subject:* Re: [otrs] How to show dynamic fields in UI while creating
>> tickets
>>
>> ** **
>>
>> enable/add the dynamic fields to the screen via sysconfig.
>>
>> ** **
>>
>> On Wed, Feb 6, 2013 at 9:54 AM, Jignesh Kakka (jkakka) 
>> wrote:
>>
>> Hi Team,
>>
>>  
>>
>>  
>>
>> I want to see all dynamic fields while creating ticket as well as while
>> viewing ticket details. How is this possible in OTRS UI.
>>
>>  
>>
>>  
>>
>> Thanks,
>>
>> Jignesh
>>
>>
>> -
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>> Archive: http://lists.otrs.org/pipermail/otrs
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>>
>> ** **
>>
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>
>
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Re: [otrs] otrs 3.1.11

[Leonardo Certuche]

Hello

Yes it is OK. That's the way you return them to the default value. If you
want to find out how to write them back, you can take a look at them at ZZZA
*A*uto.pm and copy them back yo ZZZAuto.pm

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia


On 31 January 2013 11:54, Steve Clark  wrote:

>  Hello,
>
> I found that if I remove them from Config/Files/ZZZAuto.pm file they show
> up
> in sysconfig with their default values. Is it OK remove them from the
> ZZZAuto.pm
> file?
>
>
> On 01/31/2013 11:36 AM, Gerald Young wrote:
>
>  Config/Files/Ticket.xml: Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1"
> Valid="1">
> Config/Files/Ticket.xml: Name="Ticket::Frontend::CustomerTicketZoom###StateDefault" Required="1"
> Valid="1">
> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'StateDefault'}
> =  'open';
> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'}
> =  'new';
>
>  Ticket.xml:
>   Name="Ticket::Frontend::CustomerTicketZoom###StateDefault" Required="1"
> Valid="1">
> Defines the default next state for a
> ticket after customer follow up in the customer interface.
> Ticket
> Frontend::Customer::Ticket::ViewZoom
>
> Kernel::System::SysConfig::StateValidate
> 
> open
> 
> 
>   Name="Ticket::Frontend::CustomerTicketMessage###StateDefault" Required="1"
> Valid="1">
> Defines the default state of new
> customer tickets in the customer interface.
> Ticket
> Frontend::Customer::Ticket::ViewNew
>
> Kernel::System::SysConfig::StateValidate
> 
> new
> 
> 
>
>
>
> On Thu, Jan 31, 2013 at 10:54 AM, Steve Clark wrote:
>
>>  I only see them change
>>
>>
>> On 01/31/2013 10:32 AM, Renee B wrote:
>>
>> Please ensure that those data aren't configured in Kernel/Config.pm
>> Have you changed the XML file (Kernel/Config/Ticket.xml)?
>>
>> On 31.01.2013 16:26, Steve Clark wrote:
>>
>>  Hello List,
>>
>> These two values have been altered from the default and I can't seem to
>> get them set back to the original value.
>>
>> When I click the "reset" icon next to the item, otrs acts like it is
>> doing something but when it
>> comes back they still have the altered value.
>>
>> What am I missing?
>>
>> Ticket::Frontend::CustomerTicketZoom###StateDefault
>>
>> Ticket::Frontend::CustomerTicketMessage###StateDefault
>>
>> Thanks,
>>
>>
>>
>> Doing:
>> egrep -rI 'Ticket::Frontend::CustomerTicketMessage' *
>>
>> in the Kernel directory I only see them changed in
>>
>> Config/Files/ZZZAuto.pm:
>>
>> egrep -rI 'Ticket::Frontend::CustomerTicketMessage' *
>> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'DynamicField'}
>> =  {};
>> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryComment'}
>> =  '';
>> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'HistoryType'}
>> =  'WebRequestCustomer';
>> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SenderType'}
>> =  'customer';
>> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'ArticleType'}
>> =  'webrequest';
>> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'StateDefault'}
>> =  'new';
>> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'SLA'}
>> =  '1';
>> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Service'}
>> =  '1';
>> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Queue'}
>> =  '1';
>> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'PriorityDefault'}
>> =  '3 normal';
>> Config/Files/ZZZAAuto.pm:$Self->{'Ticket::Frontend::CustomerTicketMessage

Re: [otrs] OTRS cannot send Notifications after server IP change

[Leonardo Certuche]

Hello,

It could be that LXWMTS02 has relay configured for the old IP address and
now that it has changed, it no longer accept SMTP request from your OTRS
machine. Have you seen the logs at LXWMTS02 and it's mail relay
configuration?

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia


On 12 October 2012 17:45, Gerald Young  wrote:

> Can the OTRS server ping and telnet LXWMTS02 port 25?
>
> On Fri, Oct 12, 2012 at 5:10 PM, Maurício Ramos <
> mauricio.ra...@wedotechnologies.com> wrote:
>
>>  Hello, after a change of IP, our OTRS installation is not able to send
>> notifications anymore. At error_log we see:
>>
>> ** **
>>
>> [Thu Oct 11 09:06:02 2012] [error] [client 194.79.86.4] Invalid method in
>> request \x03
>>
>> [Thu Oct 11 09:06:06 2012] [error] [client 194.79.86.4] Invalid method in
>> request \x03
>>
>> [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] ERROR:
>> OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Oct 11 10:58:33 2012, referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] , referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198]  Message:
>> Can't connect to LXWMTS02: Invalid argument!, referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] , referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198]  Traceback
>> (11551): , referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198]Module:
>> Kernel::System::Email::SMTP::Send (v1.21.2.2) Line: 91, referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198]Module:
>> Kernel::System::Email::Send (v1.45) Line: 553, referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198]Module:
>> Kernel::System::Ticket::Article::SendAgentNotification (v1.185.2.2) Line:
>> 2073, referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198]Module:
>> Kernel::System::Ticket::Article::ArticleCreate (v1.185.2.2) Line: 370,
>> referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198]Module:
>> Kernel::Modules::AgentTicketClose::Run (v1.46) Line: 494, referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198]Module:
>> Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824, referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198]Module:
>> /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47, referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] , referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> [Thu Oct 11 11:00:07 2012] [error] [client 172.26.129.198] ERROR:
>> OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Oct 11 11:00:07 2012, referer:
>> http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489***
>> *
>>
>> ** **
>>
>> The old IP used to be 172.26129.21 and now is 172.26.130.5. Since the
>> SMTP server LXWMTS02 is reachable and the login/password used for
>> authentication did not change, I don´t know what could be happening? Some
>> info stored in database or any config file maybe?
>>
>> ** **
>>
>> Does anyone have some idea? 
>>
>> ** **
>>
>> Thanks for any input and feedback you can provide.
>>
>> ** **
>>
>> -
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>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>
>
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Re: [otrs] Mysql Help

[Leonardo Certuche]

Hello Andrew,

The Generic Agent is your friend on those cases
http://doc.otrs.org/3.1/en/html/adminarea-genericagent.html

Leonardo Certuche
Medellín, Colombia


On 25 September 2012 09:52, Andrew Meyer wrote:

>  I need to close about 25,000 tickets all with the same email address.  I
> was hoping to do this within the MySQL Workbench or at the command line.
> 
>
> Can anyone assist me in executing this command?
>
> ** **
>
> Thanks,
>
> ** **
>
> Andrew Meyer
> Unix Systems Administrator
> *Precision Practice Management*
> *The business behind the practice.*
>
> ** **
>
> [image: Description:
> http://www.precisionpractice.com/EmailSignature/images/logoTeamLeader.jpg]
> 
>
> D: 314-881-5265
>
> [image: Description:
> http://www.precisionpractice.com/EmailSignature/images/spacer.gif]
>
> C: 314-565-0868
>
> [image: Description:
> http://www.precisionpractice.com/EmailSignature/images/spacer.gif]
>
> F: 314-881-5365
>
> [image: Description:
> http://www.precisionpractice.com/EmailSignature/images/spacer.gif]
>
> ** **
>
> 689 Craig Road, Creve Coeur, MO 63141
> Main Phone: 314-787-0681
> www.PrecisionPractice.com
> Email: ame...@precisionpractice.com
>
> CONFIDENTIALITY NOTICE: This e-mail, including attachments, may include
> protected health information (PHI), confidential and/or proprietary
> information, and may be used only by the person or entity to which it is
> addressed or the individuals designated to view such information per
> federal HIPAA regulations. If the reader of this e-mail is not the intended
> recipient or his or her authorized agent, the reader is hereby notified
> that any dissemination, distribution or copying of this e-mail is
> prohibited. If you have received this e-mail in error, please notify the
> sender by replying to this message and delete this e-mail immediately. ***
> *
>
> ** **
>
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Re: [otrs] change behaviour of CompanyTickets on Customer interface

[Leonardo Certuche]

Hello again,

I just checked what Gerald advised, the documentation on that parameter
reads:

Defines the groups every customer user will be in (if CustomerGroupSupport
> is enabled and you don't want to manage every user for these groups).
>

The thing is that they DO want to have separate groups for different
customers, they'll split customers in groups so bad, that what they're
expecting is being able to use the CompanyTickets button in order to let
each customer see ALL tickets on queues associated to the group the
customer has permission on. Any ideas?

Thanks!

Leonardo Certuche


On 7 September 2012 14:32, Leonardo Certuche <
leonardo.certu...@itconsultores.com.co> wrote:

> Hello Gerald!
>
> Thanks for your answer! I'm going to try with CustomerGroupsAlwaysGroups
> to see if it does what the customer expects.
>
> Regards,
>
> Leonardo Certuche
> ITSM Consultant / COO
> (57) 301 284 6250
> (57) 4 320 7960 ext 1002
> www.itconsultores.com.co
> Cra 41 Nro 9 - 51 Edificio Arteria Of 104
> Medellín, Colombia
>
>
>
> On 7 September 2012 13:03, Gerald Young  wrote:
>
>> Besides which, "CustomerGroupsAlwaysGroups" = users means that this
>> customer could be able to see all tickets.
>>
>>
>> On Fri, Sep 7, 2012 at 2:01 PM, Gerald Young  wrote:
>>
>>> Hello, Leonardo!
>>>
>>> This doesn't sound like a healthy thing to do, unless you *promise* that
>>> other customers won't be in that customer group.
>>>
>>> On Fri, Sep 7, 2012 at 12:38 PM, Leonardo Certuche <
>>> leonardo.certu...@itconsultores.com.co> wrote:
>>>
>>>> Hello there,
>>>>
>>>> One of our customers wants to change the behaviour of the
>>>> CompanyTickets button on the customer interface. Instead of showing the
>>>> tickets associated with the CustomerID of the Customer, they want to show
>>>> there the tickets that are in the groups where the customer has permissions
>>>> to (we already have CustomerGroupSupport enabled).
>>>>
>>>> We where checking the code at Kernel/Modules/CustomerTicketOverview.pm
>>>> and it seems to refer to the following lines:
>>>>
>>>> CompanyTickets => {
>>>> All => {
>>>> Name   => 'All',
>>>> Prio   => 1000,
>>>> Search => {
>>>> CustomerID =>
>>>> [ $Self->{CustomerUserObject}->CustomerIDs(
>>>> User => $Self->{UserLogin} ) ],
>>>> OrderBy=> $Self->{OrderBy},
>>>> SortBy => $Self->{SortBy},
>>>> CustomerUserID => $Self->{UserID},
>>>> Permission => 'ro',
>>>> },
>>>> },
>>>>
>>>> Is there any way we can change the criteria to match this customer's
>>>> expectation?
>>>>
>>>> Thanks,
>>>>
>>>> Leonardo Certuche
>>>> www.itconsultores.com.co
>>>> Medellín, Colombia
>>>>
>>>> -
>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>>> Archive: http://lists.otrs.org/pipermail/otrs
>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>>
>>>
>>>
>>
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Re: [otrs] change behaviour of CompanyTickets on Customer interface

[Leonardo Certuche]

Hello Gerald!

Thanks for your answer! I'm going to try with CustomerGroupsAlwaysGroups to
see if it does what the customer expects.

Regards,

Leonardo Certuche
ITSM Consultant / COO
(57) 301 284 6250
(57) 4 320 7960 ext 1002
www.itconsultores.com.co
Cra 41 Nro 9 - 51 Edificio Arteria Of 104
Medellín, Colombia


On 7 September 2012 13:03, Gerald Young  wrote:

> Besides which, "CustomerGroupsAlwaysGroups" = users means that this
> customer could be able to see all tickets.
>
>
> On Fri, Sep 7, 2012 at 2:01 PM, Gerald Young  wrote:
>
>> Hello, Leonardo!
>>
>> This doesn't sound like a healthy thing to do, unless you *promise* that
>> other customers won't be in that customer group.
>>
>> On Fri, Sep 7, 2012 at 12:38 PM, Leonardo Certuche <
>> leonardo.certu...@itconsultores.com.co> wrote:
>>
>>> Hello there,
>>>
>>> One of our customers wants to change the behaviour of the CompanyTickets
>>> button on the customer interface. Instead of showing the tickets associated
>>> with the CustomerID of the Customer, they want to show there the tickets
>>> that are in the groups where the customer has permissions to (we already
>>> have CustomerGroupSupport enabled).
>>>
>>> We where checking the code at Kernel/Modules/CustomerTicketOverview.pm
>>> and it seems to refer to the following lines:
>>>
>>> CompanyTickets => {
>>> All => {
>>> Name   => 'All',
>>> Prio   => 1000,
>>> Search => {
>>> CustomerID =>
>>> [ $Self->{CustomerUserObject}->CustomerIDs( User
>>> => $Self->{UserLogin} ) ],
>>> OrderBy=> $Self->{OrderBy},
>>> SortBy => $Self->{SortBy},
>>> CustomerUserID => $Self->{UserID},
>>> Permission => 'ro',
>>> },
>>> },
>>>
>>> Is there any way we can change the criteria to match this customer's
>>> expectation?
>>>
>>> Thanks,
>>>
>>> Leonardo Certuche
>>> www.itconsultores.com.co
>>> Medellín, Colombia
>>>
>>> -
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>
>>
>
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[otrs] change behaviour of CompanyTickets on Customer interface

[Leonardo Certuche]

Hello there,

One of our customers wants to change the behaviour of the CompanyTickets
button on the customer interface. Instead of showing the tickets associated
with the CustomerID of the Customer, they want to show there the tickets
that are in the groups where the customer has permissions to (we already
have CustomerGroupSupport enabled).

We where checking the code at Kernel/Modules/CustomerTicketOverview.pm and
it seems to refer to the following lines:

CompanyTickets => {
All => {
Name   => 'All',
Prio   => 1000,
Search => {
CustomerID =>
[ $Self->{CustomerUserObject}->CustomerIDs( User =>
$Self->{UserLogin} ) ],
OrderBy=> $Self->{OrderBy},
SortBy => $Self->{SortBy},
CustomerUserID => $Self->{UserID},
Permission => 'ro',
},
},

Is there any way we can change the criteria to match this customer's
expectation?

Thanks,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
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Re: [otrs] allow only authenticated customer to open ticket via mail

[Leonardo Certuche]

Hello,

I guess you could use procmail before delivering the message to OTRS,
there's an old thread that talks about the same topic:
http://www.mhonarc.org/archive/html/procmail/2001-02/msg00063.html

Another choice could be using postmaster filters

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia


On 2 August 2012 08:34, Stefano Ricci  wrote:

> hi to all i search a way to do this configuration in my sitauation...
>
> in a previous configuration (only local database, no active directory for
> agents and customers) OTRS filter email from unknow customer... only if
> your email is in database the system open the ticket...
>
> now i put in config.pm some code to verify the credentials of a customer
> in local database an more active directoris...
>
> on web interface an unknow user can not login and open tickets, but if i
> send email from an unknow address the system read the email and open the
> tickets...
>
> any idea?
>
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Re: [otrs] No Attachment icon

[Leonardo Certuche]

There is!

I just installed otrs on windows, added a note to a ticket with an
attachment and it is shown, look at it:
[image: Inline images 1]

It could be that you have FileSystem as storage engine buy your otrs user
has no permission to write on the folder. Have you seen what's on your
AdminLog?

Leonardo Certuche
ITSM Consultant / COO
(57) 301 284 6250
(57) 4 320 7960 ext 1002
www.itconsultores.com.co
Cra 41 Nro 9 - 51 Edificio Arteria Of 104
Medellín, Colombia


On 1 August 2012 15:54, IT easyap  wrote:

> **
> Hello, in otrs version 3.1.7 for windows there is no attachment icon in
> articles with attach, we tried with ie, firefox an chrome. There is any
> workarround to solve this issue ?
>
>
> thanks in advance
>
>  --
>
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Re: [otrs] Howto add Dynamic Field to the additional ITSM field screen

[Leonardo Certuche]

Hello,

Take a look at the DTL file of the form you're dealing with. It's at
$OTRS_HOME/Kernel/Output/HTML/Standard. There you'll to find out what
dynamic field is published

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia


On 13 June 2012 09:56, Juan Manuel Clavero Almirón  wrote:

>  Hi all,
>
> I am trying to add MasterTicket Dynamic Field to the additional ITSM field
> screen.
>
> I’ve added TicketFreeKey12 and TicketFreeText12 in
>  Ticket::Frontend::AgentTicketAddtlITSMField###DynamicField with no result.
> 
>
> To see if I was doing it right, I’ve added TicketFreeText14 (ImpactID) to
> this option… and it appears twice!
>
> ** **
>
> Anybody can help?
>
> * *
>
> *Kind regards,*
>
> *Juan Clavero*
>
> ** **
>
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Re: [otrs] How to close a ticket via PHP and SOAP?

[Leonardo Certuche]

Hello,

Take a look at the example published at http://www.iniy.org/?p=20

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia


On 6 June 2012 14:42, Roy Kaldung  wrote:

> On 6/6/12 9:37 PM, Andy Wodfer wrote:
> > Hi,
> > This is another question related to our application that talks to OTRS.
> > We create tickets via php and soap, but I need to know if there is a
> > similare way to close a ticket when a job (in our case) is finished?
> > I've searched the web, but I mostly see info about how to create a
> ticket.
> >
> > Anyone knows if and how we can close one via PHP and SOAP?
>
> Hi,
>
> use the API calls for ArticleCreate and TicketStateSet, check the
> docs on dev.otrs.org for details.
>
> hth,
> Roy
>
> --
> Roy Kaldung
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Re: [otrs] Help - French Interface not complete translated

[Leonardo Certuche]

Hello,

You just have to improve the files /opt/otrs/Kernel/Language/fr*

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia


On 6 June 2012 10:52,  wrote:

> Hi !
>
> I´ve a question about translating the OTRS interface into French.
> We´ve users , who want to use the French interface.
> During testing the system , I find out , that not the whole interface is
> translated into French. (we use otrs version 3.0.11)
>
> Is it possible to help translating the system or can we do it only on our
> installed system ?
> Maybe someone can give me an information about it .
>
> Thanks :-)
>
> Best regards, Stefanie Krüger
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Re: [otrs] Link between Queue and Service

[Leonardo Certuche]

There is an add-on for that:
https://otrsteam.ideascale.com/a/dtd/Allow-Queue-Service-association/84807-10369

Regards,

Leo

On 22 May 2012 23:25, sm pm  wrote:

> Hi ALL,
>
> I am looking for Service filtration based on Queue selection in Customer
> Panel.
>
> Customer is associated with groups. Services are linked to Customers and
> Queues again mapped to Groups.  So i am not able to filter the Service
> based on Queue.
>
> For Eg:
>
> If i select queue from Customer panel, only associated service should
> display on that Drop down list. This is my preference. But currently
> service is showing all Services which are mapped to the customer. I would
> like to show only service based on Queue.
>
> Is there any link between Queue and Service? Is anything can we do through
> code?
>
> Please help me on this 
>
> Regards,
> SMPM
>
>
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Re: [otrs] unique service for queues

[Leonardo Certuche]

Hello

With this:
http://opar.perl-services.de/bin/index.cgi/package/R/RI/RICHIERI/QueueAndServices

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia


On 13 March 2012 13:56, DM_Julio Angulo  wrote:

> how I can create specific services for different queues
>
> Julio Angulo
> Telf.: +51 1 4150300 anexo: 1468
> Movil: +51 997066155
>
>
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[otrs] unable to autoreply but able to send AdminEmail notifications

[Leonardo Certuche]

Hello there,

Long time not posting a question here, I hope someone has faced a situation
as described in the following lines:

Our current scenario has to deliver messages through Microsoft Business
Productivity Online Services. It uses SMTPTLS so we had the choice to
configure SMTPTLS directly on OTRS or to ask OTRS to deliver the message to
the local MTA and configure this MTA to use SMTPTLS. We chose the second
options since is the one in which we've witnessed more advance, not to
mention postfix log is more verbose that OTRS log regarding message
delivery.

Here's the strange thing: When we try to deliver a message using
index.pl?Action=AdminEmail or using the command-line, it is delivered, but
when we try to deliver an auto-reply, the following message is written on
the history:

Sent no auto response - no valid email address found in From field.

We've set OTRS on more than 30 scenarios on the past 5 years so we're
pretty sure the auto-reply stuff is correctly configured, but we have no
idea why this notification is not sent but AdminEmail and command-line ones
are successfully sent.

Any comment regarding this issue is highly appreciated. We just ran out of
ideas.

Thanks,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
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Re: [otrs] Survey

[Leonardo Certuche]

Hello,

I believe you can include on the body of the survey notification any of the
variables that are available for any other otrs notification. At least we
have include the ticket number, I guess the rest of variables are also
available
El mar 7, 2012 5:37 p.m., "Wagner"  escribió:

> Hello,
>
> is there a way to add some historic of the ticket in the survey form?
>
> making easier to the customer to know which ticket is the survey from
>
> Thanks
>
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Re: [otrs] Export name and email adresses to a CSV file

[Leonardo Certuche]

Hello,

You could get that info using an SQL query: the ticket table has a field
called customer_user_id which has the login of the customer (or his email
in case he is not a registered customer) and you can join it with the
customer_user table where the first_name and last_name of all your
customers is. Since probably you have several tickets from the same
customer, you'd want to use a select distinct  statement to extract your
data. Web clients like phpmyadmin will let you run the query and export its
output to csv.

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia


On 8 February 2012 09:46, Andy Wodfer  wrote:

> Hi,
> We're running OTRS 2.4.7 currently.
>
> I need to export all names and email adresses from tickets (from senders)
> in 2 different OTRS folders/mailboxes.
>
> The csv file needs to be in the following format: name, email
>
> Are there any plugins for OTRS that can do this or can someone give me
> some input on how to do this the best way?
>
> Thanks!
> Andy
>
>
>
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Re: [otrs] Customizing TicketZoom View

[Leonardo Certuche]

Hello,

That would be /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl


On 18 January 2012 15:34, Parag Bhalerao wrote:

> Hello,
>
> ** **
>
> I want to customize the TicketZoom view and add one more URL to it.
>
> ** **
>
> Default view looks like this.
>
> ** **
>
> 
>
> ** **
>
> I want to make it look like
>
> 
>
> ** **
>
> Can someone tell me which file/code I need to edit to add a custom field
> like this?
>
> ** **
>
> GoodWills
>
>  
>
> *Parag Bhalerao*
>
> * *
>
> Work 215-494-2709
>
> Cell267-210-5949
>
> Email parag.bhale...@cybertech.com
>
> -
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Re: [otrs] [ Suddenly my OTRS 3.0.11 stopped to get emails automatically. Everything looks like ok. ]

[Leonardo Certuche]

Hello,

Run /opt/otrs/bin/Cron.sh restart otrs and see if that makes it work again


On 18 January 2012 09:12, Diego F.  wrote:

> Hello everybody!
>
> Suddenly my OTRS 3.0.11 stopped to get emails automatically. When I run
> "Fetch mail" manually, it runs perfectly. Everything looks like ok, mainly
> CRONw that is running (the crontab.txt file is ok also). I read lots and
> lots of foruns/pages on the web but I couldn't find anything related to a
> solution.
>
> Thanks!
>
> --
> Atenciosamente, / Saludos, / Kind regards, / Mit freundlichen Grüßen,
>
> **
>
> *Diego Fransozo*
> IT Infrastructure Specialist
>
> Sao Bernardo do Campo - SP - Brazil
> http://br.linkedin.com/in/diegofransozo
>
> Email: f.d1...@gmail.com
> Skype: diego.fransozo
> Mobile: +55 11 8071 66 55
>
>
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Re: [otrs] problems with Criticality – Impact – Priority matrix

[Leonardo Certuche]

Hello,

Each service has a Criticality associated, that's the Urgency of a ticket
Every time you create a ticket, you're supposed to define the Impact of it
Depending on those two values, a Priority is set from the Matrix.

I hope this little explanation clarifies your doubt

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 16 January 2012 09:39, Juan Manuel Clavero Almirón <
juanm.clav...@ibsalut.es> wrote:

>  Hello,
>
> We use OTRS::ITSM and I don’t understand the Criticality – Impact –
> Priority matrix. I’ll try to explain what I understood so you can see my
> errors:
>
> ** **
>
> I understand that there are 2 variables: Impact, due to the service, and
> Criticality, due to the incident. I can have an Incident with high Impact
> and low Criticality (e.g., a broken webserver that won’t make the correct
> salutation to my clients) and an Incident with low Impact and high
> Criticality (e.g., a server, that only our less important employee uses, is
> broken and doesn’t work at all). This way, you can get the Priority of an
> Incident as a combination of Impact and Criticality.
>
> ** **
>
> But, in the AgentTicketEmail, OTRS asks for the Impact and for the
> Priority. Is then Criticality a combination of Impact and Priority? Is
> Priority a misstranslation of Criticality? 
>
> ** **
>
> Can anyone explain the Criticality – Impact – Priority Matrix to me?
>
> ** **
>
> *Juan Clavero Almirón***
>
> ** **
>
> -
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Re: [otrs] Priority, Impact and Criticality

[Leonardo Certuche]

Hello,

Whenever a customer asks to disable them, I just go and comment the lines
on the DTLs where they are called. Since they're not mandatory, commenting
the lines is usually enough.

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 6 January 2012 14:03, Wagner  wrote:

> Hello,
>
> is there a way to disable the fields Priority, Impact and Criticality?
>
> I thought I had seen it in the Sysconfig, but didn't find.
>
> Thanks
>
> -
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Re: [otrs] Change Management

[Leonardo Certuche]

Hello,

You can only link changes to tickets, but the workorders included on the
change can be linked to any object, including CIs

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 17 November 2011 11:01, Wagner  wrote:

> Also I couldn't link a change to a CI only to tickets.
>
> how may I do that?
>
> Thanks
>
>
> 2011/11/16 Wagner 
>
>> Hello again,
>>
>> First doubt I have, how does a user approves or rejects a change?
>>
>> I haven't seen where to do this
>>
>> Thanks
>>
>> 2011/11/10 David Boyes 
>>
>>>
>>> could anyone explain me, how does otrs works with Change Management?
>>>
>>> 
>>>
>>> ** **
>>>
>>> I won’t take you through the ITIL theory part, but it boils down to
>>> understanding the relationship of three things: 
>>>
>>> **1)  **Roles
>>>
>>> **2)  **Changes
>>>
>>> **3)  **Work Orders
>>>
>>> Roles apply to people: eg, who initiates a change, who examines the
>>> change, who approves the change, and who manages the execution of the
>>> change. 
>>>
>>> Changes are a set of work orders (think of them as a container, filled
>>> with work orders).  Work Orders are the tasks to be done in the change.*
>>> ***
>>>
>>> Work Orders are assigned to people who do tasks. Changes are assigned to
>>> people with the role of Change Manager.
>>>
>>> So, the way OTRS’s change management module works is that you deal with
>>> the above three things in the CM module in the ITSM add on. You define the
>>> roles above, and include OTRS userids in those roles. You then define
>>> change templates for typical changes – what is to be done, who needs to do
>>> it, who needs to approve it, etc. You do this BEFORE you start implementing
>>> change management – you have to plan these processes before you start.
>>> Otherwise you **will** regret it. 
>>>
>>> You fill the change templates with Work Orders: eg, Network needs to
>>> change here, System needs to change there, etc.  See above. Planning is
>>> critical. 
>>>
>>> You then start doing changes via the CM interface. 
>>>
>>> ** **
>>>
>>> ** **
>>>
>>> ** **
>>>
>>> -
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>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>
>>
>
> -
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Re: [otrs] Change Management

[Leonardo Certuche]

Hello,

You have to build your change with workorders. Some of them can be of type
"approval" so you assign them to the ones in charge of approving. On the
conditions section, make sure you aproval WOs will determine whether the
change can be continued


Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 16 November 2011 13:34, Wagner  wrote:

> Hello again,
>
> First doubt I have, how does a user approves or rejects a change?
>
> I haven't seen where to do this
>
> Thanks
>
> 2011/11/10 David Boyes 
>
>>
>> could anyone explain me, how does otrs works with Change Management?
>>
>> 
>>
>> ** **
>>
>> I won’t take you through the ITIL theory part, but it boils down to
>> understanding the relationship of three things: 
>>
>> **1)  **Roles
>>
>> **2)  **Changes
>>
>> **3)  **Work Orders
>>
>> Roles apply to people: eg, who initiates a change, who examines the
>> change, who approves the change, and who manages the execution of the
>> change. 
>>
>> Changes are a set of work orders (think of them as a container, filled
>> with work orders).  Work Orders are the tasks to be done in the change.**
>> **
>>
>> Work Orders are assigned to people who do tasks. Changes are assigned to
>> people with the role of Change Manager.
>>
>> So, the way OTRS’s change management module works is that you deal with
>> the above three things in the CM module in the ITSM add on. You define the
>> roles above, and include OTRS userids in those roles. You then define
>> change templates for typical changes – what is to be done, who needs to do
>> it, who needs to approve it, etc. You do this BEFORE you start implementing
>> change management – you have to plan these processes before you start.
>> Otherwise you **will** regret it. 
>>
>> You fill the change templates with Work Orders: eg, Network needs to
>> change here, System needs to change there, etc.  See above. Planning is
>> critical. 
>>
>> You then start doing changes via the CM interface. 
>>
>> ** **
>>
>> ** **
>>
>> ** **
>>
>> -
>> 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
>>
>
>
> -
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Re: [otrs] Change Management

[Leonardo Certuche]

Hello,

What a wide question! Could you please read
http://doc.otrs.org/itsm/2.0/en/html/ch08.html and after that let us know
if you have any doubts?

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 10 November 2011 08:15, Wagner  wrote:

> Hello,
>
> could anyone explain me, how does otrs works with Change Management?
>
> thanks
>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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>
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Re: [otrs] Customers creates by postmaster not seen in AdminCustomerUser

[Leonardo Certuche]

Hello,
Altough your ticket will be created, your customer won't be automatically
created, you gotta create him on db or sync your otrs with an ldap
El nov 2, 2011 1:06 p.m., "Thomas Bouffon" 
escribió:

> Hi,
> I am new to OTRS, and after a lot of googling, I cannot find why what I'm
> trying to do does not work.
>
> I have set up ticket creation through email via pop3. That works fine. But
> the customer created via this process does not apper in the main customers
> list, so I cannot edit its information.
>
> What am  I doing wrong ?
>
> Thanks,
> Thomas
>
>
> -
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Re: [otrs] Export FAQ?

[Leonardo Certuche]

Hello,

You can export the FAQ articles directly from database. They're all in the
faq_item table. You could download them to CSV and improve its format by
using a spreadsheet app such as excel

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 25 October 2011 14:59, Lemp, Chee-Ling wrote:

> Hi,
>
> ** **
>
> I was wondering if it is possible to export FAQ articles and, if so, what
> format are they in?
>
> ** **
>
> Thanks,
>
> ** **
>
> Chee-Ling Lemp 
>
> ** **
>
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Re: [otrs] No Permission to use this frontend module!

[Leonardo Certuche]

Hello,

If a customer clicks a ticket and gets a "No Permission to use this frontend
module!", probably it's true. That can happen either because he's got no
permission under the queue where the tickets is (tough in this case he
wouldn't even see the ticket) or because  there's an ro group associated
with the feature being used (tough afaik that's only for agents, not
customers) so both were shots in the dark, hope they helped.

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 21 October 2011 14:30, Arturo Castro  wrote:

> Hi
> this is my first post. I've searched previous posts and googled for
> this issue, but I can't get a solution yet.
>
> the issue is that when a customer clicks over a ticket, instead of it,
> an error message is displayed:
>
> 
> Oops! An Error occurred.
>
> Error Message: No Permission to use this frontend module!
>
> Please contact your administrator.
>
> 
>
> You canSend a bugreport or go back to the previous page.
>
> Error Details:
>
> Error Details
>
> Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Oct 21
> 16:13:10 2011 Message: No Permission to use this frontend module!
> Traceback (32414): Module: Kernel::System::Web::InterfaceCustomer::Run
> (v1.56.2.5) Line: 897 Module: /opt/otrs/bin/cgi-bin/customer.pl
> (v1.43.2.1) Line: 46
>
> 
> I have been reviewing the System parameters for a couple of days, but
> I still don't find where the permission got lost...
> I'd appreciate any help...
>
> Thanks!
> Arturo
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Re: [otrs] patch to go from 2.4.10 to 2.4.11

[Leonardo Certuche]

Hello,

This is what they said on the security advisory:

As a workaround it is also possible to replace the following files with a
fixed version.

OTRS 2.1.x:
Kernel/Modules/
AdminPackageManager.pm 1.39.2.2

OTRS 2.2.x:
Kernel/Modules/AdminPackageManager.pm 1.46.2.6

OTRS 2.3.x:
Kernel/Modules/AdminPackageManager.pm 1.65.2.8

OTRS 2.4.x:
Kernel/Modules/AdminPackageManager.pm 1.81.2.4

OTRS 3.0.x:
Kernel/Modules/AdminPackageManager.pm 1.98.2.2

Also available on http://source.otrs.org/

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 12 October 2011 06:26, Steve Clark  wrote:

> **
> Hello,
>
> Sorry if this question has been asked, but is there a patch to go from
> 2.4.10 to 2.4.11 or
> do I have reload the whole rpm file?
>
> 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
>
> -
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Re: [otrs] Responsible set automatically when changing the queue

[Leonardo Certuche]

Hello,

Probably the one you're looking for is:

Ticket::ResponsibleAutoSet:
If ticket responsible feature is enabled, set automatically the owner as
responsible on owner set.

It's located at Ticket -> Core::Ticket

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 9 September 2011 12:12, Robert Poreba wrote:

> Hi All,
>
> Just noticed somewhat unexpected 'feature'.
> When we move a ticket between queues, it automatically sets responsible to
> the name of the agent moving the ticket.
>
> Had a look at sysconfig for ViewMove but it doesn't look like it is
> configureable there.
>
> Any ideas?
>
> --
> Kind Regards,
> Robert
>
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[otrs] anyone is allowed to edit the survey but no trace is left

[Leonardo Certuche]

Hello there,

One of our customers told us everyone was able to change the survey. When we
went and tried we realized he was right: any user who can click on the
survey, can also edit it and what is worse, all changes appeared to be
created by the user with ID 1. We opened a bug report for that:
http://bugs.otrs.org/show_bug.cgi?id=7715

Are you guys experiencing the same? How can we avoid it?

Thanks,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
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Re: [otrs] Display of TicketFreeTime fieds in customer interface

[Leonardo Certuche]

Hello,

I believe AgentTicketZoom will only show you fields with values. If you
haven't set the freefield to a value, nothing will be shown.
Another thing to do is make sure
/opt/otrs/Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl is actually
letting you see the freefield.

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 8 August 2011 14:36, Ugo Bellavance  wrote:

> Hi,
>
> I would like to use TicketFreeTime fields for my tickets, so here is what I
> did:
>
> - Created the field in Core::TicketFreeTime
> - Enabled its display in agent interface in: Ticket::Frontend::**
> AgentTicketFreeText###**TicketFreeText
> - Enabled its display in customer interface in :
> Ticket::Frontend::**CustomerTicketZoom###**AttributesView
>
> I can see the field in the agent interface, but I can't see it in the
> customer interface when I zoom on a ticket.  Is it a caching issue? Where is
> this field supposed to be?
>
> Also, is it possible to have this field displayed in the summary view of
> the customer interface?
>
> Thanks,
>
> Ugo
>
> --**--**-
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: 
> http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs>
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Re: [otrs] Survey

[Leonardo Certuche]

Did you restart apache after that?
Did users empty cache before trying?

**Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 5 August 2011 16:07, Wagner  wrote:

> Leonardo,
>
> When I changed the file you said, It worked, but just once, one user
> received the survey, the others didn't
>
> What could it be?
>
> May I send you the file?
>
> Thanks
>
>
> -
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Re: [otrs] Survey

[Leonardo Certuche]

Sounds great!

Please let me know how it goes, I'll be glad to have the part you developed
:)

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 5 August 2011 06:20, Wagner  wrote:

> I'll try that,
>
> the waiting part to close the ticket, I've already developed, after I test
> it, and validate, I'll sent you if you like :)
>
> I've made a script to do that :)
>
> Thanks for the help
>
> 2011/8/4 Leonardo Certuche 
>
>> Hello,
>>
>> You can change the source code to suit your needs.
>>
>> Go to the file /opt/otrs/Kernel/System/Ticket/Event/SurveySendRequest.pm
>>
>> Find the lines:
>>  # get ticket data
>> my %Ticket = $Self->{TicketObject}->TicketGet(
>> TicketID => $Param{TicketID},
>> );
>>
>> *return 1 if $Ticket{StateType} ne 'closed';*
>>
>> And change the bold one for:
>>
>>
>>  # get ticket data
>> my %Ticket = $Self->{TicketObject}->TicketGet(
>> TicketID => $Param{TicketID},
>> );
>>
>> *return 1 if $Ticket{State} ne 'Waiting Confirmation**';*
>>
>> The part I don't know (and I'd love to) is to wait for customer
>> confirmation to close the ticket
>>
>> Leonardo Certuche
>> www.itconsultores.com.co
>> Medellín, Colombia
>>
>>
>>
>>   On 4 August 2011 10:17, Wagner  wrote:
>>
>>>   Hello,
>>>
>>> is there a way to send a survey even if the ticket it´s not closed? I´ve
>>> created a state for Waiting Confirmation (pending), the user should receive
>>> the survey and if he says it´s ok, the ticket will be closed
>>>
>>> Thanks
>>>
>>> -
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
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>>>
>>
>>
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>
>
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Re: [otrs] Survey

[Leonardo Certuche]

Hello,

You can change the source code to suit your needs.

Go to the file /opt/otrs/Kernel/System/Ticket/Event/SurveySendRequest.pm

Find the lines:
# get ticket data
my %Ticket = $Self->{TicketObject}->TicketGet(
TicketID => $Param{TicketID},
);

*return 1 if $Ticket{StateType} ne 'closed';*

And change the bold one for:


# get ticket data
my %Ticket = $Self->{TicketObject}->TicketGet(
TicketID => $Param{TicketID},
);

*return 1 if $Ticket{State} ne 'Waiting Confirmation**';*

The part I don't know (and I'd love to) is to wait for customer confirmation
to close the ticket

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 4 August 2011 10:17, Wagner  wrote:

> Hello,
>
> is there a way to send a survey even if the ticket it´s not closed? I´ve
> created a state for Waiting Confirmation (pending), the user should receive
> the survey and if he says it´s ok, the ticket will be closed
>
> Thanks
>
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Re: [otrs] OTRS3: changes on database not reflected on front end

[Leonardo Certuche]

Thanks Nils!

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 7 July 2011 15:46, Nils Leideck  wrote:

> Dear Leonardo,
>
> On 07.07.2011, at 22:36, Leonardo Certuche wrote:
>
> Trying to understand why, we found several cache files at
> /opt/otrs/var/tmp/CacheFileStorable, we deleted some files there and changes
> were reflected. Is this deletion wrong? How can we purge cache without
> having to go to ssh and delete file
>
>
> If you do not use the API but change data on database level directly, the
> caches are of course not updated.
> A solution for you might be the perl script $OTRS_HOME/bin/DeleteCache.pl
> which could be executed after DB changes.
>
> Cheers, Nils
>
> --
> Nils Leideck
> http://webint.cryptonode.de / a Fractal project
>
>
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[otrs] OTRS3: changes on database not reflected on front end

[Leonardo Certuche]

Hello there,

We've been leading several implementations on OTRS2.4.x in which we make
changes directly into database (such marking as invalid queues or states)
and they're inmediatly reflected on the front end.

Today we're leading an implementation on OTRS3.0.9 and we did the same, but
what we do on database is not reflected on front end.

Trying to understand why, we found several cache files at
/opt/otrs/var/tmp/CacheFileStorable, we deleted some files there and changes
were reflected. Is this deletion wrong? How can we purge cache without
having to go to ssh and delete files?

Thanks,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
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Re: [otrs] Edit SLA: Label on Customer page?

[Leonardo Certuche]

Then just make a new entry:

'SLA' => 'Issue',

Or make a new translation file as explained at
http://doc.otrs.org/developer/2.4/en/html/ch10.html

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 1 July 2011 11:07, Gadow, Shawn  wrote:

> I looked there and I didn’t see anything regarding sla this is all I see**
> **
>
> ** **
>
> # --
>
> # Kernel/Language/en.pm - provides en_US languag translation
>
> # Copyright (C) 2001-2010 OTRS AG, http://otrs.org/
>
> # --
>
> # $Id: en.pm,v 1.37 2010/10/11 16:03:07 mg Exp $
>
> # --
>
> # This software comes with ABSOLUTELY NO WARRANTY. For details, see
>
> # the enclosed file COPYING for license information (AGPL). If you
>
> # did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
>
> # --
>
> ** **
>
> package Kernel::Language::en;
>
> ** **
>
> use strict;
>
> use warnings;
>
> ** **
>
> use vars qw($VERSION);
>
> $VERSION = qw($Revision: 1.37 $) [1];
>
> ** **
>
> sub Data {
>
> my $Self = shift;
>
> ** **
>
> #
> http://en.wikipedia.org/wiki/Date_and_time_notation_by_country#United_States
> 
>
> # month-day-year (e.g., "12/31/99")
>
> ** **
>
> # $$START$$
>
> # Last translation file sync: Thu Apr  9 10:12:50 2009
>
> ** **
>
> # possible charsets
>
> $Self->{Charset} = ['us-ascii', 'UTF-8', 'iso-8859-1', 'iso-8859-15',
> ];
>
> ** **
>
> # date formats
> (%A=WeekDay;%B=LongMonth;%T=Time;%D=Day;%M=Month;%Y=Year;)
>
> $Self->{DateFormat}  = '%M/%D/%Y %T';
>
> $Self->{DateFormatLong}  = '%T - %M/%D/%Y';
>
> $Self->{DateFormatShort} = '%M/%D/%Y';
>
> $Self->{DateInputFormat} = '%M/%D/%Y';
>
> $Self->{DateInputFormatLong} = '%M/%D/%Y - %T';
>
> $Self->{Separator}   = ',';
>
> ** **
>
> # maybe nothing ... or help texts
>
> $Self->{Translation} = {
>
> 'May_long' => 'May',
>
> 'History::Move' => 'Ticket moved into Queue "%s" (%s) from Queue
> "%s" (%s).',
>
> 'History::TypeUpdate' => 'Updated Type to %s (ID=%s).',
>
> 'History::ServiceUpdate' => 'Updated Service to %s (ID=%s).',
>
> 'History::SLAUpdate' => 'Updated SLA to %s (ID=%s).',
>
> 'History::NewTicket' => 'New Ticket [%s] created
> (Q=%s;P=%s;S=%s).',
>
> 'History::FollowUp' => 'FollowUp for [%s]. %s',
>
>'History::SendAutoReject' => 'AutoReject sent to "%s".',
>
> 'History::SendAutoReply' => 'AutoReply sent to "%s".',
>
> 'History::SendAutoFollowUp' => 'AutoFollowUp sent to "%s".',
>
> 'History::Forward' => 'Forwarded to "%s".',
>
> 'History::Bounce' => 'Bounced to "%s".',
>
> 'History::SendAnswer' => 'Email sent to "%s".',
>
> 'History::SendAgentNotification' => '"%s"-notification sent to
> "%s".',
>
> 'History::SendCustomerNotification' => 'Notification sent to
> "%s".',
>
> 'History::EmailAgent' => 'Email sent to customer.',
>
> 'History::EmailCustomer' => 'Added email. %s',
>
> 'History::PhoneCallAgent' => 'Agent called customer.',
>
> 'History::PhoneCallCustomer' => 'Customer called us.',
>
> 'History::AddNote' => 'Added note (%s)',
>
> 'History::Lock' => 'Locked ticket.',
>
> 'History::Unlock' => 'Unlocked ticket.',
>
> 'History::TimeAccounting' => '%s time unit(s) accounted. Now total
> %s time unit(s).',
>
> 'History::Remove' => '%s',
>
> 'History::CustomerUpdate' => 'Updated: %s',
>
>  

Re: [otrs] Edit SLA: Label on Customer page?

[Leonardo Certuche]

Hello,

You can modify your language file which is at /opt/otrs/Kernel/Language
There you'll find a definition for SLA which can be changed to whatever your
environment wants

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 1 July 2011 10:52, Gadow, Shawn  wrote:

> I am looking to change the SLA: label on the customer page to something
> like Issue: where would I change this at? 
>
> ** **
>
> Shawn Gadow
>
> Network Administrator
>
> Oregon CUSD 220
>
> ** **
>
> *“Security is when everything is settled*. *When nothing can happen to
> you. Security is the denial of l**ife*.” – Germaine Greer
>
> ** **
>
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Re: [otrs] Present queue associated with type in create ticker on the customer web

[Leonardo Certuche]

Hi Niklas

What OTRS version are you using?

With 2.4.x we've done things like the one you want using javascript. I know
it's not the most elegant choice and you'll have to deal with that on an
upgrade but it does the job and your end-user won't realize the difference.

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 15 June 2011 07:50, Murilo Moreira de Oliveira
wrote:

> Hi Niklas!
>
> I'm sorry for the slow answer. Unfortunately, there is no solution for our
> problem at this moment, at least that I know. I've opened an issue on the
> OTRS bug tracker few months ago, but it is still unresolved completely. Take
> a look at it:
>
> http://bugs.otrs.org/show_bug.cgi?id=5498
>
> Since OTRS guys adopted a new way to rank the bugs/improvements issues (
> https://otrsteam.ideascale.com), I've also opened a topic to address my
> needs and it is one of the most voted! Feel free to help to elevate the
> issue to the top of "OTRS Ideas":
>
>
> https://otrsteam.ideascale.com/a/dtd/Improve-ACLs---More-flexibilty-and-harmony/85807-10369
>
> 2011/6/15 
>
>> Hello!
>>
>> I have been struggling with this problem for a long time now, getting poor
>> response. I wonder if it is possible at all. When the user selects a type,
>> the queues I want to associate with that type should be presented.
>>
>> In the customer create ticket, I have managed to hide all queues removing
>> everything in properties like this:
>>
>> $Self->{TicketAcl}->{'ACL-hide-queues'} = {
>>  Properties => {
>> //Empty
>> },
>> # hide the queues's for types
>> PossibleNot => {Ticket => { Queue =>
>> ['[RegExp]^*'] },
>>
>>   },
>> };
>>
>> Then, when the user selects a type, the queues I want to associate with
>> that type should be presented. But I cannot present the queues I would like
>> to after the type is selected. Below is the code where I'm trying to get
>> this to work, without success. If I remove the row I have marked with "#This
>> has no effect", the queue is always visible. Hence, I assume that the
>> problem is with the matching properties in some way.
>>
>> $Self->{TicketAcl}->{'ACL-show-change-queu-for-rfc'} = {
>> Properties => {Frontend => {Action => ['CustomerTicketMessage']},
>>  Type => { Name => ['RfC'],}, #This has no effect
>> },
>> Possible => { Ticket => {
>>  Queue => ['Change Queue Several Nines']
>> },
>>   },
>> };
>>
>> I have also tried removing "Frontend => {Action =>
>> ['CustomerTicketMessage']},". Also, I tried "Ticket" instead of "Type".
>>
>> Is this possible at all and if it is, then how? If not, don't hesitate if
>> you feel like explaining why.
>>
>> Thanks!
>>
>> -
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>>
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Re: [otrs] How to replicate OTRS on another machine when attachments are getting stored in FS

[Leonardo Certuche]

Hello,

1. Is the above issue related to DB being changed to FS for attachments?

I've seen that crashed table message when moving a database without stopping
the mysql deamon. To repair it just run repair table_name on the mysql
prompt and check your replication process, it might have something wrong

2. How to I ensure sync of var/article on realtime basis.

You can do a bash script using ssh and rsync called by cron to move
attachments from one server to another

3. Is there any other option of having realtime copy of OTRS so that in case
primary servers crashes, the backup server takes over as primary almost
immediately.
(Earlier it was working fine and it used to get switched to backup server
almost immediately. This was done thru cron scripts)

Cron scripts are fine as long as they're well written. Maybe sharing your
script here will motivate people to propose improvements

Leonardo Certuche
www.itconsultores.com.co

Medellín, Colombia



On 3 June 2011 23:42, Amit Sharma  wrote:

> Hi,
>
> I have OTRS 2.4.7 working successfully on Linux box from past 1 year. MySQL
> was configured in replication mode and the DB was getting successfully
> replicated when the attachments were begin stored in DB.
>
> Of late I have moved to FS for attachments and from them on replication has
> started giving trouble.
>
> I get the following error at mysql prompt:
>
> Last_SQL_Error: Error 'Table 'ticket' is marked as crashed and should be
> repaired' on query. Default database: 'otrs'. Query: 'UPDATE ticket SET
> escalation_response_time = '0' WHERE id = '101233''
>
> My questions are:
>
> 1. Is the above issue related to DB being changed to FS for attachments?
> 2. How to I ensure sync of var/article on realtime basis.
> 3. Is there any other option of having realtime copy of OTRS so that in
> case primary servers crashes, the backup server takes over as primary almost
> immediately.
> (Earlier it was working fine and it used to get switched to backup server
> almost immediately. This was done thru cron scripts)
>
> regards,
> Amit Sharma
> Thanks and Regards,
> *Amit Sharma*
>
>
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Re: [otrs] Ticket - field Time units (work units)

[Leonardo Certuche]

Hello Sergio

It's on Ticket -> Frontend::Agent

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 27 May 2011 07:01,  wrote:

> Hi Mike, thank you for your answer.
>
> But, I could not find Ticket:: Frontend:: TimeUnits,  is it in the group
> ticket?
>
> Sergio
>
>
> Message: 1
> Date: Tue, 10 May 2011 22:02:56 +0200
> From: Michiel Beijen 
> Subject: Re: [otrs] Ticket - field Time units (work units)
> To: "User questions and discussions about OTRS." 
> Message-ID: 
> Content-Type: text/plain; charset=UTF-8
>
> Hi S?rgio,
>
> You can actually use what fits best for your organization. Some use hours,
> other use seconds, most use minutes. You can set the text for the (work
> units) field in Admin > Sysconfig, under Ticket::Frontend::TimeUnits.
> --
> Mike
>
>
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Re: [otrs] ITSM error

[Leonardo Certuche]

I think that can be resolved running /opt/otrs/bin/otrs.RebuildConfig.pl


Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 10 May 2011 02:44, Michiel Beijen  wrote:

> Are the files in your otrs/Kernel/Config/Files directory writable by
> the web server?
> Please check your permissions (or simply run
> otrs/bin/otrs.SetPermissions.pl) and then access the SysConfig in the
> Admin interface. This should resolve the issue.
>
> --
> Mike
>
> On Tue, May 10, 2011 at 6:56 AM, ravi shanker 
> wrote:
> >
> > Hi,
> > I have installed OTRS ITSM 3.0.2 version on otrs 3.0.7,installation was
> > successful however when i'm trying to access CMDB or any other tab,i'm
> > getting this error..
> > Module Kernel::Modules::AgentITSMChangeAdd not registered in
> > Kernel/Config.pm!
> >
> > Please help
> > Ravi Shankar
> >
> >
> >
> > -
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Re: [otrs] questions

[Leonardo Certuche]

Configuration Item

http://en.wikipedia.org/wiki/Configuration_item




On 29 April 2011 09:44, DM_Julio Angulo  wrote:

> What is "CI"?, sorry i´m loosing...
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Re: [otrs] OTRS ITSM : computers discovery

[Leonardo Certuche]

Hello again,

One of our clients already had a mature implementation of Nagios for
monitoring all their CIs. We developed for them a kind of web service which
is used for Nagios as a plugin to monitor changes between baseline (OTRS
CMDB) and what currently is (Nagios findings). Each time a discrepancy is
found, and alert is sent by Nagios to sysadmins who go and check it and
depending on the event, they raise a new change or simply link the CI with a
ticket documenting it.

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 28 April 2011 04:14, Steve Durbin  wrote:

> We went for a mix-and-match solution which may be of interest to others.
>
> We create records on OTRS for each newly purchased device from our
> procurement process.
>
> We use Microsoft SCCM as the main discovery and management tool, and pick
> up data from SCCM daily which is injected into the OTRS records maintaining
> details useful to the service desk; examples are network address, linked
> networks, last logged on user, memory size, cpu count/speed.
>
> We have added a link to the SCCM record and the SCCM remote control tool to
> the CMDB detail screen which then allows agents to click through to these
> should they be needed to fix/investigate the ticket.
>
> SCCM records not found on OTRS are reported as exceptions - helps with the
> security process.
>
> --
> Steve Durbin
> Group Manager Applications Delivery / Cyfarwyddwr Grŵp Trosglwyddo
> Rhaglenni
> Bridgend County Borough Council / Cyngor Bwrdeistref Sirol Pen-y-Bont ar
> Ogwr
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Re: [otrs] OTRS ITSM : computers discovery

[Leonardo Certuche]

Hello,

We happen to be partners of both OTRS and OCS Inventory.
Please keep in mind that auto-populating your CMDB using a discovery tool
will lead to an out of control configuration management process.

What we do is the following: we get the inventory from OCS, export it to
CSV, and then import it to OTRS using the ImportExport feature. That way
you'll have an starting point for your CMDB and any change you perform after
that should be done by hand either through the change process or the
configuration process. I know it sounds too manual but that way you'll keep
control on the changes performed to your configuration items.

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 27 April 2011 14:25, Michiel Beijen  wrote:

> Would be great to have! Currently we don't have anything like this,
> you can however import inventory data from discovery tooling into the
> CMDB.
>
> What's the best discovery tool (preferably open source) that people
> are using? Comments from the list are welcome!
> --
> Mike
>
> On Wed, Apr 27, 2011 at 5:42 PM, GARDAIS Ionel
>  wrote:
> > Hi list,
> >
> > We give a try to OCS Inventory to collect datas about the computers we
> manage.
> > We ran into a few problems that led me to drop this tool …
> >
> > Then I discovered OTRS for ticket requests : stable, efficient, all good.
> > I installed the ITSM package on a test system and was wondering if a
> plateform plugin exists to automatically register a computer and update its
> features into ITSM ?
> >
> > Thanks,
> > Ionel
> > -
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Re: [otrs] itsm access level

[Leonardo Certuche]

Hello,

There is!
When you create a new general catalog class (which you use to group several
CIs), OTRS let you choose a group to associate the class with, that way only
members of that group will be able to see the CI belonging to that class.


Leonardo Certuche
Medellín, Colombia



On 30 March 2011 07:06, Luis Daniel Lucio Quiroz <
luis.daniel.lu...@gmail.com> wrote:

> helo,
>
> just wondering if theres a way to control access in itsm 3.  I mean that
> some
> agents can see some CI's and other agents other CI's.
>
> Thanks in advance,
>
> LD
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Re: [otrs] Adding queues after upgrade to OTRS latest version

[Leonardo Certuche]

Hello,

I don't know about upgrade issues but if you need a new queue, you could try
creating it directly into database:

INSERT INTO queue VALUES
(NULL, 'New queue', 1, 0, 0, 0, 0, 0, 0, 0, 1, '', '', 1, 1, 1, 1, '', 2,
sysdate(), 1, sysdate(), 1),

And then editing it using the front end

Leonardo Certuche



On 30 March 2011 09:03, Jorge Cabrera  wrote:

>  Hi,
>
> I upgraded a month ago to OTRS's latest version. Everything was working
> fine until recently I had the need to add another queue (I know, I should've
> tested this before upgrading). When I try to add a new queue it seems that
> the data is not reaching the SQL insert command and I get the following
> error:
>
> ERROR: invalid input syntax for integer: "", SQL: 'INSERT INTO queue (name,
> group_id, unlock_timeout, system_address_id, calendar_name,
> default_sign_key, salutation_id, signature_id, first_response_time,
> first_response_notify, update_time, update_notify, solution_time,
> solution_notify, follow_up_id, follow_up_lock, valid_id, comments,
> create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?,
> ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp,
> ?)'
>
> Is this an issue? Did somebody else get this problem?
>
> Thanks for your help
>
>
>
> --
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> Departamento de IT
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Re: [otrs] ConfigItem data

[Leonardo Certuche]

Hello,

Al configitem info is on the following tables:

configitem
configitem_counter
configitem_definition
configitem_history
configitem_history_type
configitem_version
xml_storage

Cheers,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 8 March 2011 10:28, Straccialano, Rosanna
wrote:

> Hi,
>
>
>
> Can somebody please help me.  I’m trying to run a report (externally via
> Excel) on items in Config Items in OTRS, does anybody know which table I
> should be extracting from please or even if this is possible.
>
>
>
> We are using MySQL.
>
>
>
> Thank you,
>
>
>
> Rosanna
>
>
>
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Re: [otrs] Assign queue and agent

[Leonardo Certuche]

Hello Narcis,

You can use groups to achieve your objective. Probably the queues you
created were all associated to the same group. If you set each queue with a
different group and play with which permissions have each "participant
people" under each group, you'll probably be able to hide what you want to
the person you want.

You can also change the behavior of the Move feature from Dropdown to New
Window at /otrs/
index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Frontend%3A%3AAgent%3A%3ATicket%3A%3AViewMove&SysConfigGroup=Ticketso
people can change owner and queue at the same time.

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 28 February 2011 07:47, NARCIS PALLARES MULET wrote:

> Hi all,
>
> I have some questions about the OTRS structure.
> My structure is, all the user will send the tickets at same place. The
> administrator.
> After, the administrator will asign the incident, depending the type, to
> maintenance1, maintenance 2 or maintenance 3.
> The participant people should receive emails informing all the tickets
> changes.
>
> I try to do that, using diferents queues for each maintenance.
> Because if i just use a 1 queue, manitenance1, can see the tickets from
> others maintenance.
> But, for asign, one ticket, i have to change the queue and owner.
>
> How i can do it?
>
> Thanks very much
>
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Re: [otrs] change time - sync to download e-mail

[Leonardo Certuche]

Hello,

Just rename /opt/otrs/var/cron/postmaster_mailbox.dist to
/opt/otrs/var/cron/postmaster_mailbox, edit it, change 10 to 5, restart the
cron services and that's it.

To make sure it's saved as expected, run the following command

crontab -l -u otrs

it should show you something like:

*/5 * * * *$HOME/bin/PostMasterMailbox.pl >> /dev/null

If it says there's no cront for user otrs, run the following command:

/opt/otrs/bin/Cron.sh restart otrs

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 15 February 2011 11:17, DM_Julio Angulo wrote:

>  Greetings,
>
> The reason for this is because I want to know how to change time sync to 
> download
> e-mail, I said, I set up multiple mailboxes connected to several lines of
> attention, so tickets are created automatically, but this task is
> performed every 10 minutes I would like to go every 5 minutes.
>
> thanks for the help.
>
>
>
> Julio Cesar Angulo Quiroz
>
> Telf.: 997066155
>
>
>
> P.D.: add it to the forum
>
> http://forums.otrs.org/viewtopic.php?f=55&t=8217
>
>
>
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Re: [otrs] Survey Module - Not Sending Survey

[Leonardo Certuche]

Hello Parag,

Google is your friend. Please check the following links:
http://lists.otrs.org/pipermail/otrs/2009-March/025925.html
http://bigunix.blogspot.com/2009/07/otrs-how-survey-module-works.html

Regards,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 7 February 2011 14:53, Parag Bhalerao wrote:

>  Hello Friends,
>
>
>
> I have a working install of OTRS 3.0.0 Beta 7 on Windows platform. I just
> installed survey module 1.2.91. I have configured the module and created a
> test survey. The system is not sending out the surveys, but when I click on
> survey, the count of surveys sent is incrementing. Am I missing something?
>
>
>
> GoodWills
>
>
>
> *Parag Bhalerao*
>
>
>
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[otrs] headers on export

[Leonardo Certuche]

Hello there,

On the Import/Export feature, when you try to export CIs, the CSV file won't
contain headers, only data. Is there any way to obtain the headers as well?
I'm talking about the name of the fields of each column downloaded. Am I
clear?

Thanks in advance,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
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[otrs] how to show more than 50 results when linking objects

[Leonardo Certuche]

Hi there,

When trying to link two objects and the class for the target object has more
than 50 items, OTRS won't show them, only the first 50 are shown. Is there
any way to increase this parameter or to show it in pages?

We were looking at /opt/otrs/Kernel/Modules/AgentLinkObject.pm but didn't
find it

Thanks in advance,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
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[otrs] change of link type

[Leonardo Certuche]

Hello there,

We were asked to change the names of the type of links available for linking
two configuration items.

We went to the link_type table and changed the names but it was not
reflected on the front end. Then we realized that the're also written on the
following two files:
/opt/otrs/Kernel/Config/Files/ZZZAAuto.pm
/opt/otrs/Kernel/Config/Files/ITSMCore.xml

Even though I changed the following on each one, the new link type is not
shown:

*/opt/otrs/Kernel/Config/Files/ZZZAuto.pm :*

$Self->{'LinkObject::PossibleLink'}->{'3202'} =  {

  'Object1' => 'ITSMConfigItem',

  'Object2' => 'ITSMConfigItem',

  'Type' => 'Ubicado en'

};


*/opt/otrs/Kernel/Config/Files/ITSMCore.xml :*



This setting defines that a 'ITSMConfigItem'
> object can be linked with other 'ITSMConfigItem' objects using the
> 'DependsOn' link type.

Definiert, dass ein 'ITSMConfigItem'-Objekt
> mit dem Linktyp 'DependsOn' mit anderen 'ITSMConfigItem'-Objekten verlinkt
> werden kann.

Framework

Core::LinkObject





ITSMConfigItem

    ITSMConfigItem

Ubicado en








What else should be done to change those link types?

Any help is much appreciated.

Thanks,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
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[otrs] access to /otrs/index.pl?Action=AdminImportExport

[Leonardo Certuche]

Hello there,

On the organization we're deploying OTRS on, they'd like to give access to
the Import/Export feature to users who don't have admin access.

Is there any way to give access to this feature to a certain group of users?
I'm almost sure it is possible, I just don't know how.

Any help on this is much appreciated.

Thanks in advance,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
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Re: [otrs] SLA and services

[Leonardo Certuche]

Hi,

the following step-by-step will probably help you out:

http://www.mail-archive.com/otrs@otrs.org/msg25478.html

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 3 December 2010 08:06, shrikant k  wrote:

> hey Leonardo
>
> I am not able to  see anyadd option over there in default  i am not
> able to add prbabaly missing  some modules i doubt  or some setting  has to
> be activated
>
> thanks
> shrikant
>
> On Fri, Dec 3, 2010 at 7:23 PM, Leonardo Certuche <
> leonardo.certu...@itconsultores.com.co> wrote:
>
>> Hello,
>>
>> Try to add them as default services at /otrs/
>> index.pl?Action=AdminCustomerUserService<http://index.pl/?Action=AdminCustomerUserService>
>>
>> Leonardo Certuche
>> www.itconsultores.com.co
>> Medellín, Colombia
>>
>>
>>
>>   On 3 December 2010 07:49, shrikant k  wrote:
>>
>>>   i am using otrs 2.4.8 and  i am facing some problem in  SLA  i have
>>> activated in sysconfig
>>> in core::ticket
>>>  but i am not seeing any services in customer  interface  it shows a
>>> blank can any have a idea about
>>> how to  add services and SLA for customer interface
>>>
>>> -
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
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>>>
>>
>>
>> -
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Re: [otrs] SLA and services

[Leonardo Certuche]

Hello,

Try to add them as default services at /otrs/
index.pl?Action=AdminCustomerUserService

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 3 December 2010 07:49, shrikant k  wrote:

> i am using otrs 2.4.8 and  i am facing some problem in  SLA  i have
> activated in sysconfig
> in core::ticket
>  but i am not seeing any services in customer  interface  it shows a blank
> can any have a idea about
> how to  add services and SLA for customer interface
>
> -
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Re: [otrs] AgentITSMChangeMyWorkOrders not updating

[Leonardo Certuche]

Hi Nils,

Thanks for your response,

I'd gladly double check that If I knew where. The actual status of the
workorder is the first Status: created but once created, it can go to 5
different status according to our state machine.

Where can that be set? syconfig maybe? We'd like to increase the counter on
ANY state, as long as the Agent has it assigned

Thanks for your help,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 30 November 2010 14:35, Nils Leideck - ITSM wrote:

> Hi,
>
> I guess the actual used status and the filter in the WorkOrder view doesn’t
> match.
> Can you double check this one?
>
> Cheers, Nils
>
> On 30.11.2010, at 18:52, Leonardo Certuche wrote:
>
> Hello Markus,
>
> Thanks for you quick response.
>
> Question here: if it's not using that feature, how is the agent supposed to
> find out that there's a work order waiting for his acceptance?
>
> Besides, we're not using the "accepted" state for workorders on our
> workflow :( but surpringinly enough, to some users that counter is actually
> increasing
>
> Is there any way to change the behavior of this feature so it counts once
> an order is assigned to a given agent?
>
> Thanks in advance,
>
> Leonardo Certuche
> www.itconsultores.com.co
> Medellín, Colombia
>
>
>
> On 30 November 2010 11:28, Markus Esche  wrote:
>
>> Hi Leonardo,
>>
>> the coounter is only active if the WO Agent has accepted this workorder.
>> If the state of the workorder is only in created, then it won't appear in
>> the list.
>>
>> Hth,
>> Markus
>> On 30.11.2010, at 18:22, Leonardo Certuche wrote:
>>
>> > Hello there,
>> >
>> > On the current implementation we're supporting, when a workorder is
>> assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not
>> being updated. It shows zero (0) even though a workorder is already assigned
>> to him.
>> >
>> > The Agent has RW permission under the following groups:
>> > itsm-change
>> > itsm-change-builder
>> > itsm-change-manager
>> > users
>> >
>> > Am I missing some other configuration?
>> >
>> > Thanks in advance,
>> >
>> > Leonardo Certuche
>> > www.itconsultores.com.co
>> > Medellín, Colombia
>> >
>> > -
>> > OTRS mailing list: otrs - Webpage: http://otrs.org/
>> > Archive: http://lists.otrs.org/pipermail/otrs
>> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>> --
>>
>> Markus Esche
>> Director Customer Development
>>
>> OTRS AG
>> Europaring 4
>> 94315 Straubing
>> Deutschland
>>
>> T: +49 (0) 9421 56818 0
>> F: +49 (0) 9421 56818 18
>> I:  www.otrs.com/
>>
>> Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.:
>> DE256610065
>> Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
>>
>> Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0:
>> http://www.otrs.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
>>
>
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>
>
>
> —
> Nils Leideck
> Senior Consultant
> http://webint.cryptonode.de / a Fractal project
>
>
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Re: [otrs] AgentITSMChangeMyWorkOrders not updating

[Leonardo Certuche]

Hello Markus,

Thanks for you quick response.

Question here: if it's not using that feature, how is the agent supposed to
find out that there's a work order waiting for his acceptance?

Besides, we're not using the "accepted" state for workorders on our workflow
:( but surpringinly enough, to some users that counter is actually
increasing

Is there any way to change the behavior of this feature so it counts once an
order is assigned to a given agent?

Thanks in advance,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 30 November 2010 11:28, Markus Esche  wrote:

> Hi Leonardo,
>
> the coounter is only active if the WO Agent has accepted this workorder.
> If the state of the workorder is only in created, then it won't appear in
> the list.
>
> Hth,
> Markus
> On 30.11.2010, at 18:22, Leonardo Certuche wrote:
>
> > Hello there,
> >
> > On the current implementation we're supporting, when a workorder is
> assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not
> being updated. It shows zero (0) even though a workorder is already assigned
> to him.
> >
> > The Agent has RW permission under the following groups:
> > itsm-change
> > itsm-change-builder
> > itsm-change-manager
> > users
> >
> > Am I missing some other configuration?
> >
> > Thanks in advance,
> >
> > Leonardo Certuche
> > www.itconsultores.com.co
> > Medellín, Colombia
> >
> > -
> > OTRS mailing list: otrs - Webpage: http://otrs.org/
> > Archive: http://lists.otrs.org/pipermail/otrs
> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
> --
>
> Markus Esche
> Director Customer Development
>
> OTRS AG
> Europaring 4
> 94315 Straubing
> Deutschland
>
> T: +49 (0) 9421 56818 0
> F: +49 (0) 9421 56818 18
> I:  www.otrs.com/
>
> Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.:
> DE256610065
> Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
>
> Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0:
> http://www.otrs.com/
>
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[otrs] AgentITSMChangeMyWorkOrders not updating

[Leonardo Certuche]

Hello there,

On the current implementation we're supporting, when a workorder is assigned
to a given Agent, his AgentITSMChangeMyWorkOrders counter is not being
updated. It shows zero (0) even though a workorder is already assigned to
him.

The Agent has RW permission under the following groups:
itsm-change
itsm-change-builder
itsm-change-manager
users

Am I missing some other configuration?

Thanks in advance,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
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[otrs] not resolving

[Leonardo Certuche]

Hello there,

Here's a small questions about variables and notifications for which I'd
love some help from you guys, we're using OTRS 2.4.8 and ITSM 2.1.1

We included  on some notifications but that variable is
not being resolved. I changed them for  but OTRS
never updated my change. Does anyone know what could be causing this
behavior?

Thanks in advance,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
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[otrs] ACL to show a Service only to a Group

[Leonardo Certuche]

Hi

My customer wants to show a Service only to a certain group under any
AgentTicket form. I tried to accomplish it the following way withuot
success. Could you please help me out finding my mistake? thanks! Here are
the ACLs tried:


$Self->{TicketAcl}->{'ACL-hide-SLA-for-Problem-Mngmnt'} = {
# match properties
Properties => {
# current ticket match properties (match always)
},
# return possible options
PossibleNot => {
# possible ticket options
Ticket => {
Service => ['Administracion de Problemas de TI'],
},
},
};


   $Self->{TicketAcl}->{'ACL-show-SLA-for-Problem-Mngmnt'} = {
   # match properties
   Properties => {
   User => {
  Group_rw => ['ProblemManagers',
   ],
   },
 },
   Possible => {
  Ticket => {
 Service => ['Administracion de Problemas de TI'],
   },
 },
 };


Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
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Re: [otrs] convert email to ticket

[Leonardo Certuche]

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
>
>
>
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Re: [otrs] Is it possible to create ticket through IVT or throug any script

[Leonardo Certuche]

Hello Darshak

Please check the following links:

http://www.iniy.org/?p=20

http://doc.otrs.org/2.2/en/html/x1053.html

If you need professional help from OTRS  experts, please check
http://www.otrs.com/en/partners/find-a-partner/

Cheers,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 29 October 2010 04:34, Darshak  wrote:

>  Yes please provide me details. i am looking for someone who can help me.
> I need someone who can install/train/integrate the system.
>
> Please let me know.
>
> Best Regards,
> Darshak Modi
> +91 9909008245darshakam...@gmail.com
>
>
> On 10/29/2010 3:46 PM, Alexander Halle wrote:
>
> Darshak wrote :
>
> The whole idea is to create the ticket automatically when customer calls,
> there is no Agent ONLY IVR System is there.
>
> How can it be possible?
>
>
> Hi,
>
> you could use email with the help of the X-OTRS-Headers and the postmaster
> filter or you could use SOAP for example.
>
> But it all depends on the data the IVR system provides and how you get the
> data. If you like I would recommend to post more details.
>
> Regards
>
> Alexander
>
> --
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> Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
> Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med.
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> Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264,  DE 814559152
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>
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