Re: [otrs] Adding Login Name to 2.4 dashboard

[Lucio de Aquino Marinho]

 Simple , Very simple



 
 $QData{"CustomerUserID","15"}
 








Lucio de Aquino Marinho escreveu:


Hello to all 

  Following  the same line , how to put the login name of the user in 
the dashboard , I tried some lines without sucess 

  Thanks for all

Lucio




?? ?? escreveu:

What I really need is the name of the queue, instead of the ID. Can
anyone please suggest how to retrieve the queue name instead?



Just type Queue instead QueueID :)

Also I add link to this queue:



$QData{"Queue","15"}
 
  



German
  




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[otrs] Adding Login Name to 2.4 dashboard

[Lucio de Aquino Marinho]

Hello to all 

 Following  the same line , how to put the login name of the user in 
the dashboard , I tried some lines without sucess 

 Thanks for all

Lucio




?? ?? escreveu:

What I really need is the name of the queue, instead of the ID. Can
anyone please suggest how to retrieve the queue name instead?



Just type Queue instead QueueID :)

Also I add link to this queue:



$QData{"Queue","15"}
 
  



German
  


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Re: [otrs] marking tickets for bulk action

[Lucio de Aquino Marinho]

 I tried to install the ITSM packages but withou sucess

 I Will wait a litte bit more ,

eheheh


Michiel Beijen escreveu:


Marius,

It really is a beta. There are still quite a few bugs open in bugzilla 
against 2.4.


Also, the ITSM package you are now using is designeds for the 2.3.x 
framework and does not run on 2.4.


So i'd recommend you just start using 2.3.4 and then upgrade to 2.4 
when the stable version is released.


If you have time and resources available to set up a testing 
environment for 2.4beta and would file bug reports, that would be great!


Michiel Beijen
Software Consultant
+31 6 457 42 418
Bee Free IT + http://beefreeit.nl

On May 22, 2009 2:47 PM, "Marius Schrecker" > wrote:


Thanks Michiel,

 Then I look forward to 2.4 :-)

OTRS seems very exciting, and there's lots to learn before we start 
to use it in production, hopefully in a few days.


How "Beta" is 2.4 Beta. Do you consider it stable enough to be used 
in a small production system, or would you definitely recommend that 
we stick to 2.3.4 for the moment? I have enabled most of the ITSM 
modules, although we will begin by only using the 
ITSMIncidentProblemManagement package.


Cheers!

Marius
Michiel Beijen wrote:

> > Hi Marius, > > This is actually a feature that is implemented
in 2.4 (which is still in beta): >...

http://dl.getdropbox.com/u/222532/otrs_2_4_beta2_search_bulk_select.png


> > Also please look at the checkbox next to the "Bulk
Action"button. You can use this to select al...

> On Fri, May 22, 2009 at 11:59, Marius Schrecker
mailto:mar...@kadme.com>
>> wrote...




> >
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> OTRS mailing list: otrs...

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[otrs] Error in otrs 2.4

[Lucio de Aquino Marinho]

Hello for all

  I got some errors when i tryed   to install the 2.4 otrs version

-->  in the browser


 Software error:

Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229.

--> in the log 



tail -f  servicedeskhml-error.log 
[Fri Apr 24 20:03:10 2009] [error] [client ] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:03:10 2009
[Fri Apr 24 20:03:10 2009] [error] [client xxx] 
[Fri Apr 24 20:03:10 2009] [error] [client 1xxx]  Message: Can't remove shm for log: Operation not permitted
[Fri Apr 24 20:03:10 2009] [error] [client xxx] 
[Fri Apr 24 20:03:10 2009] [error] [client xxx]  Traceback (2641): 
[Fri Apr 24 20:03:10 2009] [error] [client xxx]Module: Kernel::System::Log::CleanUp (v1.59) Line: 253

[Fri Apr 24 20:03:10 2009] [error] [client ]Module: 
Kernel::System::Log::new (v1.59) Line: 104
[Fri Apr 24 20:03:10 2009] [error] [client 1xxx]Module: 
/opt/otrs-2.4/bin/cgi-bin/installer.pl (v1.29) Line: 52
[Fri Apr 24 20:03:10 2009] [error] [client xx] 
[Fri Apr 24 20:03:10 2009] [error] [client ] [Fri Apr 24 20:03:10 2009] installer.pl: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229.

[Fri Apr 24 20:06:50 2009] [error] [client xxx] ERROR: OTRS-Installer-10 Perl: 
5.8.8 OS: linux Time: Fri Apr 24 20:06:50 2009


 Anybody see some messages like this 



Thanks for all 








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Re: [otrs] ITSM - How to assign different type options for each clients

[Lucio de Aquino Marinho]

  I tried to do this with ACL without Sucess ,   you you had some tip ,
please share with us 

Lucio de Aquino Marinho 


Leonardo Certuche escreveu:
Hi,
  
I haven't done it, but I guess you can achieve it using ACLs http://doc.otrs.org/2.3/en/html/c1947.html
Let us know how it goes, now that I think about it, that makes a lot of
sense and it would be nice to implement it.
  
Cheers,
  
  2009/1/8 Camilo Vieira <camilo.vie...@navita.com.br>
  


Hi,
 
Does anyone know whether  it is
possible to create different templates of "type" in admin interface
to assign for each clients?
 
I intend to configure only "Incident"
and "Service Request" for the customer and configure "Incident",
"Service Request" and "Problem" for the help desk analysts.
 
Help me!
 
Camilo
Vieira • Coordenador de
Infra-estrutura de redes 
Navita • Portais
e BlackBerry
• 55 11 3055-2001
 



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-- 
Leonardo Certuche
301 284 6250
  leonardo.certu...@itcon-ltda.com
  www.itcon-ltda.com
Medellín, Colombia
  

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[otrs] Customer Type Ticket

[Lucio de Aquino Marinho]

Hello to all

  I need of aid. I need to prevent the customer choose the type of call 
but I need the option on the screen of the agent. In the Setup screen 
can I disable the type of ticket, but it disables both the agent and for 
the customer


 I tried to acl but without success, someone has succeeded to do that ever

Thanks

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[otrs] Hide Ticket Type from customer frontend

[Lucio de Aquino Marinho]

Hi for all


I Need to hide some ticket types from the customer when open the ticket 
from customer front end , i have tree kinds of type : Problem , 
Incidente and request but it is necessary to customer see only incident 
or request , agents can view all types .


I tried to do this with ACL but without sucess ,  like this

# ticket acl
  $Self->{TicketAcl}->{'ACL-Name-1'} = {
  # match properties
  Properties => {
  # current ticket match properties
  Ticket => {
  Queue => ['queue-customer'],
  }
  },
  # return possible options (white list)
  Possible => {
  # possible ticket options (white list)
  Ticket => {
  Type => ['Incident'],
  }
  }

};

Lucio de Aquino Marinho


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Re: [otrs] How to delete users, groups and services in Web interface

[Lucio de Aquino Marinho]

Yes ,

  You have to to a plan before puts the hands on otrs ,
Lucio

Camilo Vieira escreveu:


Vlw Lucio. O jeito é planejar bem as configurações para não deixar 
sujeiras certo?


 


Grato,

 


*Camilo Vieira *. Infra-estrutura de redes . 55 11 7643-4895
*Navita <http://www.navita.com.br/> . Portais 
<http://www.navitaportal.com/> e BlackBerry 
<http://www.blackberrycorporativo.com.br/> *. 55 11 3897-3797**


 

*From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On 
Behalf Of *Lucio de Aquino Marinho

*Sent:* quinta-feira, 21 de agosto de 2008 13:24
*To:* User questions and discussions about OTRS.org
*Subject:* Re: [otrs] How to delete users, groups and services in Web 
interface


 


Hello Camilo

 I think is not possible , because this is necessary to maintain the 
consistency of database



 Fala ai Camilo ,

 Eu tentei tambem fazer isso varias vezes , mas não dá muito certo a 
dica é colocar o que voce quer como invalido e ir substituindo quando 
voce precisar


Atenciosamente
Lucio de Aquino Marinho

Camilo Vieira escreveu:

Hi,

 


Somebody knows how to delete users, groups and services in Web Interface?

 


Is there any module available for this?

 


Thanks,

 


*Camilo Vieira *. Infra-estrutura de redes . 55 11 7643-4895
*Navita <http://www.navita.com.br/> . Portais 
<http://www.navitaportal.com/> e BlackBerry 
<http://www.blackberrycorporativo.com.br/> *. 55 11 3897-3797


 

 




  
 
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Re: [otrs] How to delete users, groups and services in Web interface

[Lucio de Aquino Marinho]

Hello Camilo

I think is not possible , because this is necessary to maintain the 
consistency of database



Fala ai Camilo ,

Eu tentei tambem fazer isso varias vezes , mas não dá muito certo a 
dica é colocar o que voce quer como invalido e ir substituindo quando 
voce precisar


Atenciosamente
Lucio de Aquino Marinho

Camilo Vieira escreveu:


Hi,

 


Somebody knows how to delete users, groups and services in Web Interface?

 


Is there any module available for this?

 


Thanks,

 


*Camilo Vieira *. Infra-estrutura de redes . 55 11 7643-4895
*Navita <http://www.navita.com.br/> . Portais 
<http://www.navitaportal.com/> e BlackBerry 
<http://www.blackberrycorporativo.com.br/> *. 55 11 3897-3797**


 




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[otrs] Hide Some ticket type from Customer

[Lucio de Aquino Marinho]

Hi for all

  I Need to hide some ticket types from the customer when  open the 
ticket from customer front end , i have tree kinds of type : Problem , 
Incidente and request  but is necessary to customer see only incident or 
request , agents can view all types .


I tried to do this with ACL but without sucess ,  like this

 # ticket acl
   $Self->{TicketAcl}->{'ACL-Name-1'} = {
   # match properties
   Properties => {
   # current ticket match properties
   Ticket => {
   Queue => ['queue-customer'],
   }
   },
   # return possible options (white list)
   Possible => {
   # possible ticket options (white list)
   Ticket => {
   Type => ['Incident'],
   }
   }
   };   



Lucio de Aquino Marinho



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Re: [otrs] Ticket Escalation and Notification Mails

[Lucio de Aquino Marinho]

 You have to configure the TimeWorkingHours   ,

go to admin --> system configuration --> search for TimeWorkingHours 
--> core:time  and adjust the last option






http://doc.otrs.org/2.2/en/html/a2642.html#Framework:Core::Time


Henry escreveu:

Hi All,

I have a question with escalation.

This is my settings for one queue:

*First Response Time: 1440 (24h)
**Update Time: 2880 (48h)
**Solution Time: 4320 (72h)

*The system open a ticket on 01.07.2008 22:36:39 and the times are 
showing as below

*First Response Time:*  
43 hours 20 minutes
03.07.2008 19:00
*Update Time:*  
137 hours 20 minutes
07.07.2008 17:00
*Solution Time:*
183 hours 20 minutes
09.07.2008 15:00



Its completely wrong! Anyone have some tip?

Another question: My notifications are send with problems of language 
charset, but when i try change utf-8 to iso-8859-1 in Core (in web 
administration)*, *the system dont update this setting...


I appreciated any tip about this 2 questions.

Thanks a Lot

Daniel


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Re: [otrs] Problem install CICS with ITSM

[Lucio de Aquino Marinho]

I had the same Problem !!!

Lucio

Niels Przybilla escreveu:

Hi,

when we try to install we have a problem with existing ITSm.

We use the OPM

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Mar 26 13:29:31 2008

Message: Can't install package, file Kernel/Modules/AgentTicketZoom.pm 
already used in package ITSMTicket-1.0.2!


Traceback (17186):
  Module: Kernel::System::Package::PackageInstall (v1.65) Line: 552
  Module: Kernel::Modules::AdminPackageManager::Run (v1.46) Line: 1083
  Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670
  Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47

How can we avoid this problem ?

Thx and best regards

Niels
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