Re: [otrs] Ticket states
Hi Kristofer, the new status should just appear as you expected. Could it be that you have some ACLs defined that prevent the status from appearing in the “ViewClose” view? Cheers, Nils On 01.12.2010, at 04:12, Kristofer Pettijohn wrote: Hello, I added a new ticket state called closed pending billing, set the type to closed, and valid is valid. When I close a ticket, I still only see closed successful and closed unsuccessful and do not see my new option available to choose. Do I need to specify the new state somewhere else so that I can choose it when closing a ticket? Thanks, Kris — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] AgentITSMChangeMyWorkOrders not updating
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 markus.es...@otrs.com 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 - 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 — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] AgentITSMChangeMyWorkOrders not updating
Hi Leonardo, If I am not mistaken that late in the evening ;-) you should be able to define the visible status for the WorkOrder view in the SysConfig at: ITSM Change Management - Frontend::Agent::ViewMyWorkOrdersOverview - ITSMChange::Frontend::AgentITSMChangeMyWorkOrders###Filter::WorkOrderStates Cheers, Nils On 30.11.2010, at 21:47, Leonardo Certuche wrote: 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 nils.leid...@leidex.net 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 markus.es...@otrs.com 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 - 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 — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Mail to big
Hi Guillaume, just have a look at $OTRS_HOME/var/spool there are folders for temorary / spooled email files. Cheers, Nils On 26.11.2010, at 17:23, Guillaume Rehm wrote: Hi list, I have a mail to big to store it in DB. Ok, I delete it on my mailbox. But now on each cron, PostmasterMailBox.pl try to store it in db, again. Why PostmasterMailBox.pl find this big mail, it doesn't stored on mailbox. Otrs cache it ? If yes, where I can delete cache ? Anyone have info ? thanks a lot, and BR -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.r...@bnu.fr web: http://www.bnu.fr - 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 — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] X-OTRS-Children-In-Queues in PostmasterFilter not creating parent-child tickets
Hi Roland, where is that filter attribute coming from??? X-OTRS-Children-In-Queues is not a OTRS standard header to set ... or did I miss a part of you mail? Cheers, Nils On 23.11.2010, at 12:25, Roland Wolters wrote: Hej list, I want to auto-sort a given incoming mail (identified by a subject string) as a parent into one queue with several child tickets in other queues. I thought this should be possible by adding a PostMaster Filter matching the given subject and adding the X-OTRS-header X-OTRS-Children-In-Queues containing a comma separated list of the queues I want to create children in: foo::bar,foo::zeta,alpha::beta. However, this does not seem to have any effect - the ticket is created in the RAW queue. If I add X-OTRS-Queue with foo::something, a ticket is created in foo::something, and another one in the first queue mentioned in X-OTRS- Children-In-Queues - but they are not linked what so ever. So I do wonder: what is the right way to fill in X-OTRS-Children-In-Queues to create a bunch of inter-linked parent and child tickets? DestQueue.pm looks to me like the way would be to insert foo::bar,foo::zeta,::alpha::beta, just like I tried... Regards, Roland -- Roland Wolters Tel.: +49 (0) 21 61 / 46 43-181 Mobil: +49 (0) 160 / 74 52 624 pgp fingerprint: D2DE 4612 9C7D 7B7A 420D 84A8 E900 29F9 C16C 2283 credativ GmbH, HRB Mönchengladbach 12080 Hohenzollernstr. 133, 41061 Mönchengladbach Geschäftsführung: Dr. Michael Meskes, Jörg Folz - 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 — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Ticket template
Hi, the Customer interface doesn’t support submenus yet. The fact that new menu items are added with a same CSS identifier is a known bug and will hopefully be fixed before going live. Please subscribe to the bug to show that you have interest in getting the bug fixed, otherwise RD will of course concentrate on other issues. http://bugs.otrs.org/show_bug.cgi?id=6200 Cheers, Nils On 13.11.2010, at 12:00, GARDAIS Ionel wrote: Hurray Nils ! It worked :) I'm still having a problem with the menubar. Here is how it looks : two buttons side-by-side instead of a sub-menu. Capture d’écran 2010-11-13 à 11.54.19.png Capture d’écran 2010-11-13 à 11.54.42.png Should a specific module be developped to handle sub item for the New ticket menu ? Ionel Le 12 nov. 2010 à 21:36, Nils Leideck - ITSM a écrit : Hi, try to use this link: http://localhost/otrscvs/customer.pl?Action=CustomerTicketMessage;Subaction=StoreNew;Expand=3;Dest=1||Postmaster;Subject=Test;Body=Test;PriorityID=3 or for your case: Action=CustomerTicketMessage;Subaction=StoreNew;Expand=3;Subject=New+project;Body=Project+name On 11.11.2010, at 20:14, GARDAIS Ionel wrote: Hi, Following the blog entry http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ , I tried to adapt it to Frontend::Customer::ModuleRegistration::CustomerTicketMessage Unfortunately, the link : Action=CustomerTicketMessageSubaction=StoreNewSubject=New+projectBody=Project+name raises the following error : Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Nov 11 19:59:26 2010 Message: Need TicketID! Traceback (6339): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.259) Line: 118 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.73) Line: 409 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.55) Line: 956 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.42) Line: 204 Module: ModPerl::RegistryCooker::run (v1.42) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.42) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Looks like it ask for a TicketID but this should be a template … Is there something wrong ? Thanks, Ionel - 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 — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Ticket template
Hi, try to use this link: http://localhost/otrscvs/customer.pl?Action=CustomerTicketMessage;Subaction=StoreNew;Expand=3;Dest=1||Postmaster;Subject=Test;Body=Test;PriorityID=3 or for your case: Action=CustomerTicketMessage;Subaction=StoreNew;Expand=3;Subject=New+project;Body=Project+name On 11.11.2010, at 20:14, GARDAIS Ionel wrote: Hi, Following the blog entry http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ , I tried to adapt it to Frontend::Customer::ModuleRegistration::CustomerTicketMessage Unfortunately, the link : Action=CustomerTicketMessageSubaction=StoreNewSubject=New+projectBody=Project+name raises the following error : Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Nov 11 19:59:26 2010 Message: Need TicketID! Traceback (6339): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.259) Line: 118 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.73) Line: 409 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.55) Line: 956 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.42) Line: 204 Module: ModPerl::RegistryCooker::run (v1.42) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.42) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Looks like it ask for a TicketID but this should be a template … Is there something wrong ? Thanks, Ionel - 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 — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Customer User Change UI issue?
Hi Mike, can you open a bug report for this at bugs.otrs.org please. Please highlight it as major because the release is just a few days away ;-) Cheers, Nils On 10.11.2010, at 22:22, Mike Morris wrote: Forgive me if this is a known issue... I've only now spent a significant amount of time on the 3.0 demo site... I found the following UI issue: In Firefox 3.6, in the Change Customer of Ticket popup window If the customer user drop-down list is long enough, it is hidden behind the Customer history table header bar You can see below the bottom entry Michael Testing appearing from behind the table header: hts_1.PNG Hopefully this is a simple CSS Z-Index fix? Sorry for the late input... and I should add that 3.0 looks great. Looks like updating and training will be a good 2011 New Years project for me :-) — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] From address for messages sent
Hi, this will be possible with OTRS 3.0 On 06.11.2010, at 19:50, Kristofer Pettijohn wrote: I am looking into migrating my support system from RT to OTRS. One thing that RT does that I like, is that when an agent sends an email on a ticket, the display name in the From header is set to the agents name. Is it possible to have OTRS do this as well? (ie: From: John Smith supp...@example.com, or even: From: John Smith - Company Name supp...@example.com) ? — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs-de] Im Bereich Kunden Benutzer - Gruppen werden nicht alle Kunden , angezeigt.
Hi, Standardmäßig werden 250 angezeigt (SQL und LDAP). On 04.11.2010, at 10:11, Benjamin Rommel wrote: Im Bereich Kunden Benutzer- Gruppen werden nicht alle Kunden angezeigt. Ich glaube die Liste ist zu kurz da neu angelegte User mit B angezeigt werden. Neu angelegte User mit V jedoch nicht. Gibt es einen Eintrag in der Config um die Liste zu verlängern? — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] Customer User creation error
Hi Ekram, it seems your database table customer_user has been created with “NOT NULL” for the “pw” column. In the default OTRS setup, a password is an optional field. If there is no password given, the user can simply not login. Please double check your table configuration and change the pw column to allow NULL values. On 01.11.2010, at 17:11, Ekram wrote: I'am having a problem when try to create customer user from admin panel. It giving error the following error: [Error][Kernel::System::CustomerUser::DB::CustomerUserAdd][Line:601]: ERROR: null value in column pw violates not-null constraint, SQL: 'INSERT INTO customer_user I found in the customer user creation panel that password in not taking from the filed. Please check the attachment. It will clear you. Is there any customer user configuration needed? My installation is straight forward using postgres and otrs version 2.4.7 Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Customer User creation error
Hi Ekram, as said, if the password for an user is empty the user cannot login, so it is not a security issue for you. However, to make the password field a mandatory field you need to copy the “CustomerUser” configuration from Kernel/Config/Default.pm to your Kernel/Config.pm file. Within the “Map” configuration you can define if a field is mandatory or if not. This does not change the table of course, but is telling OTRS to check if the field should have a value before sending the statement to the database. On 01.11.2010, at 17:30, Ekram wrote: but the problem is i gave password. But still shows the same error. Even i dont want to allow null value since null password in unacceptable. How can i make the customer user passowrd filed mentadory field , i mean not optional. -Ekram On 11/01/2010 10:24 PM, Nils Leideck - ITSM wrote: Hi Ekram, it seems your database table customer_user has been created with “NOT NULL” for the “pw” column. In the default OTRS setup, a password is an optional field. If there is no password given, the user can simply not login. Please double check your table configuration and change the pw column to allow NULL values. On 01.11.2010, at 17:11, Ekram wrote: I'am having a problem when try to create customer user from admin panel. It giving error the following error: [Error][Kernel::System::CustomerUser::DB::CustomerUserAdd][Line:601]: ERROR: null value in column pw violates not-null constraint, SQL: 'INSERT INTO customer_user I found in the customer user creation panel that password in not taking from the filed. Please check the attachment. It will clear you. Is there any customer user configuration needed? My installation is straight forward using postgres and otrs version 2.4.7 Cheers, Nils Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Customer User creation error
Hi Ekram, the subject is taken from the email that you select for reply to - like in an email client. On 01.11.2010, at 17:52, Ekram wrote: One more request to you hope you dont mind. After login to the panel when i wanted to reply the subject is filled with respective conversation. I dont no why its happen. It should filled with the current coversation subject. -EKram — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Attachments - Responses
Hi Claude,Do you have the menu “Attachments” in the “Queue Responses” column in the OTRS admin panel? That is the place where you will find the list of available attachments.If so, just select an attachment, click “Change” and look at the bottom dark grey bar of the right attachment attribute view, there is a blue link called “delete this attachment” left beside your “add a attachment” link. If there is not that link duo, you are probably using a modified *dtl file.I recommend to run this command to see if the link is missing at all:grep -ir "delete this attachment” $OTRS_HOME/Kernel/Output/HTML/My output is the following and this should be similar to yours:mole:Kernel root# grep -ir "delete this attachment" /opt/otrs246itsm/Kernel/Output//opt/otrs246itsm/Kernel/Output/HTML/Standard/AdminAttachmentForm.dtl: dtl if ($Data{"Subaction"} eq "Change") { $Data{"DeleteLink"} = "$Text{"delete this attachment"}"; }On 25.10.2010, at 11:05, PREF31 OTRS wrote:
Hi,
I already tried this solution and It doesn't work. So I told you, I
only have "add a attachment" and not the list of attachments so I can't
delete one .
I will try to remove all references to these files in BDD (on a test
server).
Thanks you anyway
Claude
Message original
Sujet: Re: [otrs] Attachments - Responses
De: Michiel Beijen michiel.bei...@otrs.com
Pour: User questions and discussions about OTRS. otrs@otrs.org
Date: 22/10/2010 15:54
Hi Claude,
I'm afraid you are using versions of files that are meant for upcoming
OTRS 3 and not for the OTRS 2.4 branch.
Again; please make sure to get these three files:
otrs/Kernel/System/StdAttachment.pm version 1.31.2.2
http://source.otrs.org/viewvc.cgi/otrs/Kernel/System/StdAttachment.pm?revision=1.31.2.2view=markup
otrs/Kernel/Modules/AdminAttachment.pm version 1.21.2.1
http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AdminAttachment.pm?revision=1.21.2.1view=markup
otrs/Kernel/Output/HTML/Standard/AdminAttachmentForm.dtl version 1.18.2.1
http://source.otrs.org/viewvc.cgi/otrs/Kernel/Output/HTML/Standard/AdminAttachmentForm.dtl?revision=1.18.2.1view=markup
--
Mike
On Thu, Oct 21, 2010 at 3:39 PM, PREF31 OTRS
o...@haute-garonne.pref.gouv.fr wrote:
Hi Mike,
Thanks for your mail, but your solution doesn't work. I have only "Add a new
Attachment." in a left panel and in the right panel, attachments are listed
but I can only change attributes
I try this :
I have downloaded the most recent version of AdminAttachment.pm and
StdAttachment.pm and I found a note saying that the AdminAttachmentForm.dtl
file was a dead file and will be replaced by the AdminAttachment.dtl.
With this files now I can add, modify or delete attachment
But menu 'responses' doesn't work.
I have software error :
in 'responses'
Can't locate object method "GetAllStdAttachments" via package
"Kernel::System::StdAttachment" at ../..//Kernel/Modules/AdminResponse.pm
line 67.
Regards and sorry for my bad english
Claude
Message original
Sujet: Re: [otrs] Attachments - Responses
De: Michiel Beijen michiel.bei...@otrs.com
Pour: User questions and discussions about OTRS. otrs@otrs.org
Date: 20/10/2010 12:50
Hi Claude,
The file otrs/Kernel/System/StdAttachment.pm mentioned in the bug
report was not completely correct and has been updated since. Please
try again with this version:
http://source.otrs.org/viewvc.cgi/otrs/Kernel/System/StdAttachment.pm?revision=1.31.2.2view=markup
--
Mike
On Wed, Oct 20, 2010 at 12:38 PM, PREF31 OTRS
o...@haute-garonne.pref.gouv.fr wrote:
Hi,
This problem was already fixed in bug 4658.
So I donwload the three files mentioned and I replace
Kernel/Output/HTML/Standard/AdminAttachmentForm.dtl,
Kernel/Modules/AdminAttachment.pm and Kernel/System/StdAttachment.pm with
the files downloaded.
But it's doesn't work, now when I go to management - attachements there is
no attachment listed.
Thanks
Claude
Message original
Sujet: Re: [otrs] Attachments - Responses
De: Nils Leideck - ITSM nils.leid...@leidex.net
Pour: User questions and discussions about OTRS. otrs@otrs.org
Date: 12/10/2010 12:37
Hi,
Could you please be so kind and spent some minutes to open a Bug entry on
http://bugs.otrs.org for this one.
On 08.10.2010, at 22:46, PREF31 OTRS wrote:
I have one attachment associated to one response . How can I delete this
attachement ?
When I try to delete the attachment, it occurs the error "Invalid Challenge
Token"
Cheers, Nils
—
Nils Leideck
Senior Consultant
http://webint.cryptonode.de / a Fractal project
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-
OTR
Re: [otrs-de] Antw: Re: Kein Kundenportal - Probl em gelöst - wie?
Hi, verrätst Du uns auch noch welche Einstellung und welcher falscher Fehler? ;-) On 25.10.2010, at 16:03, Josef1 Penzkofer wrote: Hallo Liste, ich hab das Problem gelöst. Es war eine falsche Einstellung in der SysConfig. Trotzdem vielen Dank für jede Hilfe. Gruß Josef Josef1 Penzkofer josef1.penzko...@rz.uni-regensburg.de 22.10.2010 15:44 Hallo Henning, also wie gesagt, in error_log wird dazu nichts eingetragen / konnte ich nichts finden. Ich hab jetzt mal die Datei ZZZAAuto.pm umbenannt, so dass OTRS diese Datei nicht mehr laden kann. Daraufhin wird das Kundenportal im Browser angezeigt, genauer gesagt nur der Header und Footer inkl. folgender Fehlermeldung: Fehler: Module Kernel/Modules/.pm not found! Kommentar: Please contact your admin Fehlerbericht: Klicken Sie hier, um einen Fehler zu berichten! Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Oct 12 17:53:55 2010 Message: Module Kernel/Modules/.pm not found! Traceback (27397): Module: Kernel::System::Web::InterfaceCustomer::Run (v1.35) Line: 184 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.41) Line: 204 Module: ModPerl::RegistryCooker::run (v1.41) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.41) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 FOOTER Footer2 Dann kann es sich doch eigentlich nur um eine Fehlkonfiguration in OTRS handeln, da das Kundenportal ja grundsätzlich geladen wird. Oder? Noch eine grundsätzliche Frage zu den Dateien: In ZZZAAuto.pm stehen Standardwerte der Konfiguration. In ZZZAuto.pm nur die Änderungen, die über SysConfig vorgenommen werden. Ist das so richtig? Vielen dank für die Hilfe. Gruß Josef Mail Attachment.bmp Josef Penzkofer Universität Regensburg Rechenzentrum am Campus Universitätsstraße 31 93053 Regensburg Tel.: 0941 / 943 - 4887 Mail: josef1.penzko...@rz.uni-regensburg.de Henning Oschwald henning.oschw...@otrs.com 15.09.2010 09:37 Hallo, Josef1 Penzkofer josef1.penzko...@rz.uni-regensburg.de writes: ich hab weiterhin das Problem, dass ich das Kundenportal (customer.pl) auf meinem Produktivsystem nicht aufrufen kann. [...] Kunde wird ordnungsgemäß authentifiziert und erhält eine Session. Bei Klick auf Login wird jedoch die Seite customer.pl zum download angeboten. Das deutet auf einen Laufzeitfeheler hin. Auszug aus /var/log/apache2/access_log Poste bitte mal noch den Auszug aus /var/log/apache2/error_log, der sollte mehr INfos zum Problem liefern. Viele Grüße Henning Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] Template: ITSMChange
Hi Sergio, You have to create them first from an existing set of details. When you have a Change or Workorder or CAB with all basic details, you can click on “Template” in the action menue to save this Change as a template for further use and case dependent specialization. On 20.10.2010, at 15:02, ser...@scs.eti.br wrote: I can´t see the templates for: ITSMChange (0) - ITSMWorkOrder (0) - CAB (0) How can I activate them? Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Prevent User ID 1 / root from Owning tickets
Hi Hugh, the link to the customer user database is defined by setting a customer user login, not by customer id. When you are connected to an Active Directory the customer user login is the samaccountname. On 19.10.2010, at 01:30, Hugh Kelley wrote: I've implemented the Postmaster-based assignment of X-OTRS-CustomerNo, which works fine for setting the customer ID (email address). Unfortunately, the user name, telephone, etc. are still mine. I don't know if this is relevant, but this user has never sent a ticket via email or logged into the portal, though he is eligible for LDAP auto sync if he ever does. Furthermore, I still see the tickets under my ID when I log into the customer portal. Hugh On Mon, Oct 18, 2010 at 3:28 PM, Hugh Kelley hugh.kel...@gmail.com wrote: I like postmaster-based assignment of customers described earlier. I may try to implement that too, but my issue is with ownership. One of my coworkers made the excellent point that this auto-assigning method will break down as soon as an agent goes on vacation (assuming the postmaster logic doesn't look at the out of office status). Instead, I just wrote a SOAP based tool that looks for tickets with user ID 1 as the owner. If the ticket has an agent-created article (other than agent #1), the last person to contribute becomes the owner (presumably we'll catch it before he/she goes on holiday). Considering the very small number of tickets where this occurs I'll be fine with that approach. Thanks again for all of the discussion. Hugh On Mon, Oct 18, 2010 at 1:10 PM, Nils Leideck - ITSM nils.leid...@leidex.net wrote: A standard function of emailing is the redirect function. In Outlook this is called “Send again”. In OTRS this function is called “Bounce” I don’t like both terminologies tbh. but this is another discussion :-) If you use this function, then the Email to OTRS is still send “From” the original customer. But, both methods don’t solve your request - r...@localhost will still be set as the owner. I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers. This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details. However, this would require a bit of development. If you wan to get this supported I recommend to contact en...@otrs.com. Or you can create a new entry on http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-) On 18.10.2010, at 18:05, Gerald Young wrote: If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer customerem...@domain.tld The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webform_without_API_calls Agents who would be assigned to the Queue in his My Queues and have the notification enabled gets a chance to grab the ticket, lock it, respond, close... On Fri, Oct 15, 2010 at 9:09 AM, Hugh Kelley hugh.kel...@gmail.com wrote: I agree about that goal. However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support. I thought this might be a way to encourage those users to do (from my perspective) the right thing. Hugh - 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 Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Prevent User ID 1 / root from Owning tickets
A standard function of emailing is the redirect function. In Outlook this is called “Send again”. In OTRS this function is called “Bounce” I don’t like both terminologies tbh. but this is another discussion :-) If you use this function, then the Email to OTRS is still send “From” the original customer. But, both methods don’t solve your request - r...@localhost will still be set as the owner. I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers. This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details. However, this would require a bit of development. If you wan to get this supported I recommend to contact en...@otrs.com. Or you can create a new entry on http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-) On 18.10.2010, at 18:05, Gerald Young wrote: If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer customerem...@domain.tld The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webform_without_API_calls Agents who would be assigned to the Queue in his My Queues and have the notification enabled gets a chance to grab the ticket, lock it, respond, close... On Fri, Oct 15, 2010 at 9:09 AM, Hugh Kelley hugh.kel...@gmail.com wrote: I agree about that goal. However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support. I thought this might be a way to encourage those users to do (from my perspective) the right thing. Hugh - 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 Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Comparing OTRS with other ticket system
Hi Jos, You are absolutely right!!! it was just my concern to get an existing comparison provided by the people who are professional in comparisons dedicated to your needs, which is our team behind en...@otrs.com, for situations where you don’t want to start long discussions - sometimes with emotional influence - on the public sector. If you know functions and you cannot get a clue just out of the available documentation and materials, we are of course always more than happy to “discuss” the options on this public mailing list, no objections at all!!! On 18.10.2010, at 15:54, Jos Vos wrote: On Sun, Oct 17, 2010 at 02:01:03AM +1300, Nils Leideck - ITSM wrote: For details about features to compare it with other systems, I would suggest to contact en...@otrs.com. Why? Wouldn't it be a much better idea to discuss the pro's and con's on a public mailing list? Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] what is TicketFreeText1::Link?
Hi José, This function is magically changing the value of FreeText1 from just text into a hyper link with the given URL. Just setup as third party ticket number field, the number is a link pointing to the webpage of the other system. Example normal: FreeKey1 : FreeText1 Bug number: arij54321 Example with link: FreeKey1 : FreeText1 Bug number: http://my-other-sytem.com/search/arij54321 On 18.10.2010, at 16:11, José Luis wrote: I wonder what the function of TicketFreeText1:: Link in the SysConfig, I'm working with FreeTexts and I need them the most benefit from this feature. Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs-de] Großer Dateianhang bei Ticket
Hi Sandra, warum geht das nicht über das “normale Attachment-Feld”? Was für eine Fehlermeldung bekommst Du denn dann? On 18.10.2010, at 17:32, Sandra Haberscheidt wrote: ich habe eine Frage bzw. ein Problem. Unsere Kunden sollen die Möglichkeit erhalten, große Dateien (bis zu 1GB) einem Ticket beifügen zu können. Das geht natürlich nicht über das normale Attachment-Feld, so dass irgendeine Alternative her muss. Jetzt habe ich schon mal darüber nachgedacht ob es in irgendeiner Form möglich wäre, Drittanbieter wie 'Amazon S3', box.net oder egnyte.com in der Ticket-Maske einzubinden, habe allerdings keine Ahnung, ob das technisch machbar ist. Ausserdem sollte eine Verbindung zwischen Ticket und Datei bestehen bleiben, was bei dieser Lösung glaube ich auch nicht möglich wäre. Hat jemand schon mal ein ähnliches Problem gehabt und hierfür eine Lösung gefunden? Ich wäre für jeden noch so kleinen Tip dankbar. Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] Link to reopen a ticket
Hi, make sure the customer has permissions to the queue... On 16.10.2010, at 00:10, Pradumna Maheshwari wrote: Hello, I want to give a link in Survey, so that Customer can re-open the ticket. I tried this : OTRS_CONFIG_HttpType://OTRS_CONFIG_FQDN/OTRS_CONFIG_ScriptAliascustomer.pl?Action=CustomerTicketZoomTicketID=OTRS_TICKET_ID but not working. It is giving error : Message: No Permission! What to do..? Thanks... Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - 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 Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Refresh '7 days Stat' on dashboard
Hi, delete the content of $OTRS_HOME/var/tmp/Cache/* first Mr. Pradumna, I am watching your questions with increasing worries, what do you think about professional OTRS services? On 14.10.2010, at 21:43, Pradumna Maheshwari wrote: I want that '7 Day Stats' graph on dashboard should be get refresh in 5 mins, where should make the changes? I have made changes in Frontend::Agent::Dashboard::DashboardBackend###0250-TicketStats making CacheTTL = 5, but not working. Kind regards Nils Leideck Senior Consultant — OTRS Inc. 19925 Stevens Creek Blvd. Cupertino, CA 95014-2358 USA T: +1 (408) 725 7105 F: +1 (408) 725 8885 I: http://www.otrs.com/ True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.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
Re: [otrs-de] Falsch installiert?
Are you root ? On 14.10.2010, at 23:07, Boris Wagener wrote: ich schon wieder. versucht die Anletung in der Doku nachzuvollziehen: http://doc.otrs.org/3.0/en/html/x549.html#cronjobs Als Ergebnis bekomme ich aber recht bald: SRVOTRS001:~ # cd /opt/otrs/bin/ SRVOTRS001:/opt/otrs/bin # su otrs su: incorrect password SRVOTRS001:/opt/otrs/bin # Wie ist das Passwort? Ich bab da nirgendwo was eingegeben... OTRS 3.0 beta5 Boris - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Falsch installiert?
Dann setze doch am besten einfach das Passwort neu :-) - als root eingeben: passwd otrs - Neues Passwort eingeben - dann weiter im Manual On 15.10.2010, at 00:22, Boris Wagener wrote: Ja, bin ich. Original-Nachricht Datum: Fri, 15 Oct 2010 00:10:01 +1300 Von: Nils Leideck - ITSM nils.leid...@leidex.net An: User questions and discussions about OTRS.org in German otrs-de@otrs.org Betreff: Re: [otrs-de] Falsch installiert? Are you root ? On 14.10.2010, at 23:07, Boris Wagener wrote: ich schon wieder. versucht die Anletung in der Doku nachzuvollziehen: http://doc.otrs.org/3.0/en/html/x549.html#cronjobs Als Ergebnis bekomme ich aber recht bald: SRVOTRS001:~ # cd /opt/otrs/bin/ SRVOTRS001:/opt/otrs/bin # su otrs su: incorrect password SRVOTRS001:/opt/otrs/bin # Wie ist das Passwort? Ich bab da nirgendwo was eingegeben... OTRS 3.0 beta5 Boris - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] [renamed] Statistiken funktionieren nur sehr unzuverlässig / unvollständig
Hi Martin, nett mal von Dir zu lesen :-) Ich hoffe es geht Euch gut und die Server sind wieder staubfrei :-) Kannst Du Deine Konfiguration etwas genauer beschreiben, also die Konfiguration der Stats? Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project On 15.10.2010, at 00:47, Rother, Martin wrote: Hallo Liste, So, lange mitgelesen, jetzt steh ich auch vor einem kleinen Problem: Unsere Statistiken funktionieren nur sehr unzuverlässig / unvollständig. Z.B. wenn ich eine Auswertung fahre, wer wieviele Tickets in den letzten 2 Tagen geschlossen hat und ich eine 2 Auswertung mit den gleichen Parametern mache, nur dass ich dieses mal nicht die Anzahl, sondern die Ticketinhalte mir auflisten lasse, sind in der 2. Auflistung weniger Tickets aufgeführt als in der ersten. Es scheint davon abhängig zu sein, welches Objekt ich auswähle (Ticketliste / Ticketaufkommen...) Ich weiss auch nicht wo ich da ansetzen sollte. Hat da jemand bitte nen Tipp, wo ich suchen könnte? Danke, Mit freundlichen Grüßen, _ Martin Rother Fachinformatiker Systemintegration, VCP, CME ECOVIS BayLa-Union GmbH: Agnes-Bernauer-Str. 90 - 80687 München Tel.: +49 (0)89-5898 123 - Fax: +49 (0)89-5898 159 E-Mail: martin.rot...@ecovis.com - Internet: www.ecovis.com _ Sitz der Gesellschaft: München (HRB 110 720 Amtsgericht München) Geschäftsführer: Herbert Poller StB/WP, Dr. Ferdinand Rüchardt StB/WP, Dieter Sackmann WP/StB, Hendrik Sebastian StB, Werner Uhlig StB - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] Ticket closed with first customer contact
Hi, On 13.10.2010, at 19:31, Pradumna Maheshwari wrote: Can you please tell me, what do we mean by closing ticket with first customer contact ? How it is related to Articles of the ticket ? Is it possible to generate its report in 'Stats' ? How ? Closed by first contact: Phone Ticket created with closed status Ticket closed with first email/phonecall to customer Stats: FirstLevelSolutionRate Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Error on running PendingJob.pl
Hi, your system is misconfigured. 1. your LDAP connection does not work 2. status “pending” is a statustype “pending reminder”, but in your system it is of statustype “pending auto” On 13.10.2010, at 19:38, Pradumna Maheshwari wrote: Hello, My Agents are not getting pending tickets notification ? When Agent raises a ticket, in the field 'Next ticket state: ' only three states are coming i.e. 'Open', 'Closed' and 'Pending' . While running PendingJobs.pl, I am getting following error - C:\inetpub\wwwroot\OTRS\binperl PendingJobs.pl ERROR: OTRS-PendingJobs-10 Perl: 5.10.1 OS: MSWin32 Time: Wed Oct 13 08:36:55 20 10 Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSe curityContext error, data 52e, vece Traceback (3420): Module: Kernel::System::CustomerUser::LDAP::new (v1.53) Line: 151 Module: Kernel::System::CustomerUser::new (v1.55) Line: 105 Module: Kernel::System::Ticket::new (v1.416.2.5) Line: 136 Module: PendingJobs.pl (v1.43) Line: 58 PendingJobs.pl Revision 1.43 - check pending tickets Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! Kindly tell me solution for the same. Thanks a lot in advance. Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - 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 Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] possible error with the installer of ITSMServiceLevelManagement -2.1.1.opm
Hi, These are more notices than errors. As it seems you do not have the CMDB and ChangeManagement Module installed, so there can’t be any binding to these Stat Modules. I feel save by telling you to just ignore these messages :-) They shouldn’t appear again. On 13.10.2010, at 03:47, DM_Julio Angulo wrote: Hi, when having problems related with the statistical reports, I decided to make an installation in clean and when installing the modulate ITSMServiceLevelManagement -2.1.1.opm, I have errors that I detail but below, as or to who I inform of these errors to solve the problem? Thanks for the help. SYSTEM LOGS ERROR [Tue Oct 12 09:24:41 2010][Notice][Kernel::System::Package::RepositoryGet] No such package ITSMServiceLevelManagement-2.1.1! [Tue Oct 12 09:24:51 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMConfigItem doesn't exists! [Tue Oct 12 09:24:51 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMConfigItem doesn't exists! [Tue Oct 12 09:24:51 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMConfigItem doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMConfigItem doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagement doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagement doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementHistory doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementHistory doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementChangesIncidents doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementRfcRequester doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementChangesPerCIClasses doesn't
Re: [otrs] Change Accounted Time on Existing Article
Hi, Let me ask you how do they, by mistake, put in 2700 instead of 45? However, your Agent just needs to save a “Correction” article with a negative time. So if they put in 2700 minutes but it should be 45, they have to create a new article with a value of −2655 minutes accounted time. On 14.10.2010, at 02:26, Hugh Kelley wrote: Agents will sometimes put in an incorrect amount of time in a ticket article (45 hours instead of 45 minutes). Is there a way to update this time (via the UI) after it has been inserted in the database? Hugh Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] errror in CGI 10 OTRS SYSTEM LOG
Hi, Did you previously delete an unused ticket status by executing a SQL statement ? On 12.10.2010, at 04:13, Ruzwan Abdul wrote: I am getting the below error in System log Mysql when using Dashboard. version 2.4.6 OTRS You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.until_time = 1286808536 ORDER BY st.until_time ASC LIMIT 25' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.until_time = 1286808536 ORDER BY st.until_time ASC LIMIT 25' Please suggest what could be the problem. Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Help in Escalation properties of a queue
Hi, Unfortunately there is no standard function in OTRS to do this hierarchically escalation. I recommend to use FreeTextFields for setting a kind of escalation tier (Escalation Level = Tier 1, Tier 2, Tier 3, etc.). Based on this setting you can define a Generic Agent job which can reassign the tickets as you need it (Queue, Agent, Note, etc…). On 12.10.2010, at 07:11, Silver springs wrote: I have a question in the queue escalation properties. Please let me know if its possible to escalate a ticket to an individual person. Not sure how to tell it to escalate to one person and then second to another and last to the third person. Any help is greatly appreciated. Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Attachments - Responses
Hi, Could you please be so kind and spent some minutes to open a Bug entry on http://bugs.otrs.org for this one. On 08.10.2010, at 22:46, PREF31 OTRS wrote: I have one attachment associated to one response . How can I delete this attachement ? When I try to delete the attachment, it occurs the error Invalid Challenge Token Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] [OTRS Ideas] iPhone App - Ticket Search?
Hi, Not yet, but we are searching for ideas to improve our software. Please be so kind and agree to that one: http://otrsteam.ideascale.com/a/ideafactory.do?id=10369mode=recentdiscussionFilter=byidsdiscussionID=25290 On 09.10.2010, at 00:47, Hugh Kelley wrote: Is there a ticket search option for the app? I can't see how to find tickets for a given user or subject. Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Android app
Hi, First thing to do: http://otrsteam.ideascale.com/a/ideafactory.do?id=10369mode=recentdiscussionFilter=byidsdiscussionID=25290 :-) Second: start! :-) On 09.10.2010, at 02:46, Mauricio Tavares wrote: On 10/08/2010 09:29 AM, Hiren Joshi wrote: Having just got OTRS on a number of iPhones and an iPad here, I feel a bit left out with my Android, it would be a useful app so +1 for an Android app. I too would be interested in that. If there is not work done on an Android app, we should start doing it then. =) Josh. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jason B. Loven Sent: 08 October 2010 14:10 To: User questions and discussions about OTRS. Subject: [otrs] Android app Is there any work going on for an Android app for OTRS? Android is becoming wildly popular locally here and I expect most new users at our organization will be getting Android phones vs the Iphones going forward. I'm already seeing Iphones being replaced with Android phones on a regular basis. Thank you, Jason Loven - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] What is First Contact Resolution Rate in OTRS ?
Hi, Ticket closed with first customer contact. On 11.10.2010, at 20:26, Pradumna Maheshwari wrote: What is First Contact Resolution Rate in OTRS ? How to calculate it ? Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Escalated Tickets on Dashboard
Hi, let me ask you first how did you get it managed that a closed ticket is still escalated??? On 06.10.2010, at 05:29, Leonardo Certuche wrote: It seems like by default, the Escalated Tickets view on the Dashboard also shows closed tickets, which is only noise on the screen for our customer. Is there any way to filter this view so it does not show closed tickets? Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Postmaster filters ordering
Hi, all filters are considered in alpha-chronological order. On 08.10.2010, at 05:17, Pradumna Maheshwari wrote: Want to ask that in which order the Postmaster filters applied to incoming email ? Suppose I have 3 filters, so which filter will be applied first to incoming email or all the filters will be apply ? Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Postmaster filters ordering
Hi, unless you set the “Stop after match” flag, yes. On 08.10.2010, at 05:17, Pradumna Maheshwari wrote: If one filter is matched, then will OTRS continues to match email with rest filters...? Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Postmaster filters documentation
Hi, Match: Subject = Help us with your feedback Set: X-OTRS-Ignore = yes look at $OTRS_HOME/doc/OTRS-X-Headers.txt On 08.10.2010, at 05:17, Pradumna Maheshwari wrote: What should be the RegExp for the filter , if I want to ignore the email containing Help us with your feedback! anywhere in the Subject line ? Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs-de] Weiterleitung
Hi, nicht pro Queue, da die Übersetzung von der Sprache des Agenten abhängt. On 06.10.2010, at 22:15, Alexander Pentermann wrote: ich wollte einmal Fragen, ob man für bestimmte Queues beim beantworten des Tickets das Wort schrieb: ausblenden kann bzw. abändern in eine andere Sprache. Es geht um folgenden Ausschnitt: 06.10.2010 08:30 - Vorname Nachname schrieb: Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Queue deaktivieren nicht möglich
Hi, wenn das für Dich reproduzierbar ist dann mach bitte einen Bugeintrag dazu auf! www.bugs.otrs.org Lieben Dank dafür! On 07.10.2010, at 10:56, Malte Poltermann wrote: ich teste hier gerade mit OTRS 3.0b4 herum. Zum testen habe ich eine neue Queue erstellt. Das hat so auch schon gut geklappt, allerdings benötige ich viele von den Standard-Queues nicht. Deshalb wollte ich diese auf ungültig setzen, bzw. umbenennen. Das funktioniert leider nicht. Als Fehlermeldung erhalte ich in der OTRS-Logdatei [Wed Oct 6 23:37:42 2010][Error][Kernel::System::Queue::QueueUpdate][891] Need SignatureID! Als Textausgabe erhalte ich Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Oct 6 23:37:42 2010 Message: Need SignatureID! Traceback (8812): Module: Kernel::System::Queue::QueueUpdate (v1.125) Line: 891 Module: Kernel::Modules::AdminQueue::Run (v1.67) Line: 145 Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 837 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 hat jemand eine Idee wie ich dasa Problem lösen kann? Gruß Malte Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] Queues and Email Filtering
Hi, Unfortunately not yet, I am sorry. On 05.10.2010, at 05:47, Broderick Wood wrote: I am already doing this much for some of the automated messages we receive in our system and was wondering if you can set the owner/responsible of a ticket this way as well? On Mon, Oct 4, 2010 at 12:25 AM, Nils Leideck - ITSM nils.leid...@leidex.net wrote: Hi, yes, you can use the PostMaster Filter: Match: Subject Set: X-OTRS-Queue On 02.10.2010, at 01:45, Armando Ortiz wrote: Could I filter the incoming emails and drop them into specific queues based on text in the subject? Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Excluding certain queues on the dashboard
Hi, I am afraid there is no Exlude-Methode available. Maybe this could help you: http://blog.otrs.org/2010/09/26/keep-an-eye-on-certain-customers/ On 05.10.2010, at 21:53, Straccialano, Rosanna wrote: Can somebody please tell me if there is a way to exclude a certain queue from showing in the ‘ALL’ section of the dashboard in ‘new’ and ‘open’. Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Empty message body for certain agent views
Hi, sure, you can simply disable the note field per view or predefine the text so it does not complain missing text but is still adding an article. On 29.09.2010, at 03:33, Hugh Kelley wrote: Is it now possible to configure (via Sysconfig) the message body requirement for certain views? Specifically, I don't think I need to require message text for simple ownership changes. Hugh Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Non-updating Free Text?
Hi, works for me ... On 30.09.2010, at 04:35, Hugh Kelley wrote: Running Beta 4, has anyone noticed that typed-in free text boxes don't update the ticket? Required pull-downs work fine. Hugh Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Non-updating Free Text?
Hi inline: PastedGraphic-1.png On 06.10.2010, at 00:46, Nils Leideck - ITSM wrote: works for me ... On 30.09.2010, at 04:35, Hugh Kelley wrote: Running Beta 4, has anyone noticed that typed-in free text boxes don't update the ticket? Required pull-downs work fine. Hugh Cheers Nils Leideck Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Prevent User ID 1 / root from Owning tickets
Hi, Unfortunately this can’t be searched by OTRS directly. You could write a simple SOAP script for that, which you could then execute by Cron or the GenericAgent. The SOAP script can also assign a new user if wanted. The logic is then up to you or actually up to the script writer ;-) On 04.10.2010, at 23:02, Hugh Kelley wrote: That's an interesting idea. Unfortunately, I'm not sure the postmaster can determine programatically who the owner should be. Is there any way to edit the before closing validation so that I could check there (owner ID != 1)? Hugh On 10/2/10, Nils Leideck - ITSM nils.leid...@leidex.net wrote: Hi, You could use the GenericAgent to change the owner. On 02.10.2010, at 02:19, Hugh Kelley wrote: We have a relatively open permission model for our tickets. Most agents can add notes or replies without owning the ticket. As a result, some tickets go all the way to resolution without having the ID changed. This means that some get closed with the root user (#1) as the owner. Is there a way to force this ID to be changed to a valid user within the UI? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Diff between PendingDate and Due date?
Hi, The pending date is used for the “pending *” status. The Due Date is just another timestamp on the ticket On 04.10.2010, at 23:43, Pradumna Maheshwari wrote: Hello, Can you tell me, what is difference between 'PendingDate' and 'Due date'? Under what situation, should each one be used ? thanks... Pradumna Maheshwari Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Queues and Email Filtering
Hi, yes, you can use the PostMaster Filter: Match: Subject Set: X-OTRS-Queue On 02.10.2010, at 01:45, Armando Ortiz wrote: Could I filter the incoming emails and drop them into specific queues based on text in the subject? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Prevent User ID 1 / root from Owning tickets
Hi, You could use the GenericAgent to change the owner. On 02.10.2010, at 02:19, Hugh Kelley wrote: We have a relatively open permission model for our tickets. Most agents can add notes or replies without owning the ticket. As a result, some tickets go all the way to resolution without having the ID changed. This means that some get closed with the root user (#1) as the owner. Is there a way to force this ID to be changed to a valid user within the UI? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] show escalation solution time on statusview
Hi, Search for EscalationView in the SysConfig :-) On 25.09.2010, at 23:16, Leonardo Certuche wrote: Our customer would love to see Escalation Solution Time on his StatusView instead of Age. I tried to insert it using the same variables that appear at AgentTicketZoom.dtl (SolutionTimeHuman and SolutionTimeWorkingTime) but they show nothing. Is there any way to show Escalation Solution Time on AgentTicketOverviewSmall.dtl with human time? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Difference in CustomerGroupAlwaysGroups and CustomerGroupSupport
Hi, CustomerGroupSupport is the Feature CustomerGroupAlwaysGroups is a setting where can specify which groups are assigned ALWAYS for each customer On 23.09.2010, at 21:41, Pradumna Maheshwari wrote: Can anyone tell me the exact difference between these two..? What should be use when..? What to do for this example: Suppose I have 10 Queues. To Customer A, I want to display only 5 queues and to Customer B, rest 5 queue. Assign a unique group to each unique Queue and then assign rw permission to the customer user to the relevant group. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Ticket Pending Reminder
Hi, No, double check your CronJobs! On 23.09.2010, at 22:34, Pradumna Maheshwari wrote: Is there any relation between Escalation of ticket and SLA with the Pending Reminder. As we have made all escalations zero and also no SLA is there, is this a reason for Agent are not getting reminders..? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] LDAP COnfig and 3.0
Hi, On 22.09.2010, at 00:35, Vance Walsh wrote: [Tue Sep 21 12:34:13 2010][Notice][Kernel::System::Auth::LDAP::Auth] User: vwalsh (CN=Vance Walsh,OU=Adults,DC=public,DC=concordacademy,DC=org) authentication failed: '80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 52e, vece ' (REMOTE_ADDR: 127.0.0.1). [Tue Sep 21 12:34:13 2010][Error][Kernel::System::User::UserLookup][737] No UserID found for 'vwalsh'! Where should I be looking to resolve this? It’s the user for the LDAP connection that is not working. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] LDAP COnfig and 3.0
Hi, On 22.09.2010, at 09:33, Nils Leideck - ITSM wrote: [Tue Sep 21 12:34:13 2010][Notice][Kernel::System::Auth::LDAP::Auth] User: vwalsh (CN=Vance Walsh,OU=Adults,DC=public,DC=concordacademy,DC=org) authentication failed: '80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 52e, vece ' (REMOTE_ADDR: 127.0.0.1). [Tue Sep 21 12:34:13 2010][Error][Kernel::System::User::UserLookup][737] No UserID found for 'vwalsh'! Where should I be looking to resolve this? It’s the user for the LDAP connection that is not working. Sorry, this is nor right!!! I was watching another issue at the same time ;-) So, it says “No UserID found for 'vwalsh’!”, but the CN is resolved ok. Can you login to LDAP Server using this credentials? You can try with ldapbrowser.com for instance. The next question is, do you have a User entry in OTRS with that username? If not create it first or use the LDAP - DB Synchronization Module form OTRS. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs-de] Dashboard-Backend Erinnerungstickets
Hi, On 20.09.2010, at 20:26, Lars Scheler wrote: ich würde gerne das Backend-Modul so anpassen, dass die Tickets bereits 2 Tage vor Ablauf der Wartezeit angezeigt werden. Ich teste da jetzt schon ewig...aber ich bekomm das irgendwie nicht hin. Unter Sysconfig...Ticket - Frontend::Agent::Dashboard habe ich beim DashboardBackend###0100-TicketPendingReminder standartmäßig diese Attribute: TicketPendingTimeOlderMinutes=1;StateType=pending reminder;SortBy=PendingTime;OrderBy=Down; Ich würde nun gerne das erste Attribut so verändern, dass ich die Tickets angezeigt bekomme die weniger als 2880 Minuten (2 Tage) vor dem Wartendatum stehen. Ich habe mit TicketPendingTimeNewerMinutes=2880 experimentiert und noch so manch anderes...es will aber nicht gelingen. Hat da jemand eine Idee? TicketPendingTimeOlderMinutes=-2880;StateType=pending reminder;SortBy=PendingTime;OrderBy=Down; “-“ anstatt ““ ;-) Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] Queue get disappear after changing its name
Customer Panel Own Selection On 17.09.2010, at 22:31, Pradumna Maheshwari wrote: My problem is, When I am changing queue name from 'Queue' of Admin module. After this the updated queue get disappear from Customer Interface. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] how to add various details of users from Active Directory to OTRS system
Hi, On 17.09.2010, at 22:40, Pradumna Maheshwari wrote: Can you please tell me, how to add various details of users from Active Directory to OTRS system..? First: your question is the subject … use the email body for detail descripton please Second: You need to setup AD auth and sync Third: Here is the documentation: http://doc.otrs.org/2.4/en/html/x1872.html#agent-auth-backends Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Getting a specific queue name in a .dtl file?
Hi Geoff, On 15.09.2010, at 19:11, Allen, Geoff wrote: This doesn’t work when the value must be different on different environments. Is there any way to parameterize this in the .dtl file, so that the same file can be distributed to across my installations, and always point to the correct queue? The queue is always named the same, but may have a different number, as shown above. you may want to subscribe to this one http://bugs.otrs.org/show_bug.cgi?id=5852 I think this will be changed in one of the next OTRS Versions, but please take the time and give us your thoughts about the change! Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Help Me (to help me) to enable Customer Group Feature
Hi all, On 27.08.2010, at 09:44, Alexander Halle wrote: Joseph Thomas wrote : [...] when i click this link..[ Customer Users - Groups http://localhost/otrs/index.pl?Action=AdminCustomerUserGroup ] im getting a message like this, Warning: Sorry, feature not active! *Comment:* CustomerGroupSupport needs to be active in Kernel/Config.pm, read more about this feature in the documentation. Take care!' […] you really should read the documentation first. And you have to provide a meaningful subject, all your postings have the same subject. You find more about customer groups in chapter 5.3 of the OTRS admin manual : http://doc.otrs.org/2.4/en/html/x1157.html With this feature you can restrict the access to tickets in the customer portal - basically. In most cases this is not wanted as a customer should be able to see all of their tickets. In some cases it can make sense, e.g. if you have areas where you open tickets for customers and the ticket is not dedicated to a support case but for your internal tracking. The Customer - Group feature is disabled by default as it does require several process planning and some knowledge of OTRS insides. Joseph, what is your actual goal with enabling this feature? Off Topic: Thanks Alex, for your topic-related, patient and objective answer! Not that other would do less but in this case it goes fast to an annoying scenario. I just wanted to highlight this and ask you all for the same patient answers, primary submitting links to documentation if it is that clear that one did not read them … maybe he did not found the right chapter and we need to work on this … might be ;-) Thanks to you all again. Joseph, I am looking forward to see your next email containing specific descriptions and subjects, no “help me soon!”. The subject of an email is very important for the mailinglist to work, please consider this in your next email. You could use the template that we use in our public bugtracking tool at bugs.otrs.org, which should also be one of your first resources (beside the list, wiki and of course the documentation - btw. for those who don’t know, RTFM is an abbreviation standing for “Read The Famous Manual” :-) when searching for answers and reasons to your issues. Did you browse trough the open issues already? it is very interesting and helpful, also for beginners. And by resolving your issues with your own knowledge will increase your fun you will have with OTRS and you can probably see then your personal rising curve of OTRS knowledge and other areas faster than you would ever have been thought before ;-) Template used in the Bugzilla: PROBLEM DESCRIPTION === STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM = ACTUAL RESULTS == ADDITIONAL INFORMATION == Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Forward option not available?
Hi, On 19.08.2010, at 21:36, Jason B. Loven wrote: Many of our tickets come into an email dropbox from which they are automatically created. Often we would like to forward them out to customers on-site IT for review. For some reason the forward option isn’t available on many of them and I don’t understand what the criteria is that determines if the forward option is visible or not? The forward option should be available on all articles of type email-* and phone. Maybe you have a PostMaser Filter that does create the ticket with another article type?! Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS Installation
Hi, On 11.08.2010, at 14:52, Sebastien Bory wrote: I need to create an MySQL user “IUSR” with all access on the OTRS database, or not necessary? You need to have a user that can access the OTRS Db with “all privileges”, yes. But the username is up to you … just provide it in Kernel/Config.pm Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Weird behavior with one user
Hi Geoff, On 19.08.2010, at 17:52, Allen, Geoff wrote: I have one user who is experiencing some weird behavior. Any time he tries to go to the Dashboard, he gets the login screen with a message that his session has timed out. All other modules (Ticket, FAQ, etc) are fine. It is, however, 100% repeatable that clicking on Dashboard will take him to the login screen. If he re-authenticates, he can see the Dashboard fine, but if he clicks again on “Dashboard” (or goes away and tries to come back), he’ll get the login screen. The system log just shows a bunch of authentications for him (all successful). No other messages about him or his sessions. I had him try logging out to clear any session data and then log back in, but the behavior persisted. As far as I know, he is the only user seeing this behavior. Any thoughts on where to look? Wow, that is a strange issue! Does he maybe use a Browser that could cause the problems? Is that always the same, even on another client machine? Are there any special signs / characters in his name? Could you try to remove all entries for this user from the user_preferences table? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Error adding customer to Phone Ticket
Hi, On 23.08.2010, at 00:03, Hugh Kelley wrote: Two questions, Am I using the agent front end the right way? What logs can I generate or examine for more data? Yes you do, but your version is OTRS 3.0 which is still in beta phase. I faced the same a few days ago, could you please try to download the beta2 and try again? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] What is the diference between invalid and invalid temporarily
Hi, On 13.08.2010, at 01:35, David Boyes wrote: I can’t speak for the developers, but one place where you might want a different effect is when someone has a serious illness or is pregnant and will be away for work for a time, but you don’t want to totally destroy their account. The “invalid temporarily” state lets you differentiate between someone who is just out for a short time, vs someone who has left the organization permanently. As Leonardo says, the effect is very similar. You all might be interested into this one: http://bugs.otrs.org/show_bug.cgi?id=5732 Feel free to subscribe and tell the Devs you want it :-)) Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] How to Require Drop-Down Free Text Field With No Default Value
Hi,
On 08.08.2010, at 15:08, Hugh Kelley wrote:
I tried adding an additional entry like this at the top:
$Self-{'TicketFreeText1'} = {
'' = '-',
However, OTRS accepted this '-' as a valid default value, which was not my
intention.
This is exactly as it should work :-?
E.g. TicketFreeField1 Text:
Key: NULL Value: -
Key: 1 Value: One
Key: 2 Value: Two
…
If you define TicketFreeField1 as mandatory in the Phone-Ticket view
(SysConfig-Ticket-Frontend::Agent::Ticket::ViewPhoneNew) it should not allow
you save the form without having something selected that is not “-“.
You might need to doublecheck the ViewPhoneNew configuration ...
Freundliche Grüße / Kind regards
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net
nils.leid...@otrs.com
http://webint.cryptonode.de / a Fractal project
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Re: [otrs] OTRS 2.4 Auto Response Limit
Hi Geoff, On 06.08.2010, at 18:07, Allen, Geoff wrote: Here’s an outline of our setup. In “Status” on the admin page add a new status called “open-no-reply” that is of type “open”. In “Notification (Event)” our auto-replies reply if the state is “open” but not if it is “open-no-reply”. In “Postmaster Filter” we have a rule that says if the From address contains “lists.wsu.edu” (our email list server), set X-OTRS-State to “open-no-reply”. That is good to hear that our idea is still working ;-) Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS 2.4 Auto Response Limit
Hi, On 06.08.2010, at 18:59, Bannard, Derek wrote: Is it possible to have a built-in option to check for this looping, or have a filter area to put e-mail addresses to not send auto response e-mails to. Something in a GUI would be great… so I don’t take down another OTRS deployment server… again. LOL Someone once told me… “A manual workaround is something you can always use to get the job done, while a workaround with a GUI is something you can call a feature and make a profit from.” I think this is M$ sales model…? The used model is not a workaround, it is a use of two OTRS mechanisms. You could also define a PostMaster Filter fetching for match and set X-OTRS-Ignore or X-OTRS-Loop to yes (see more in doc/X-OTRS-Headers.txt). For Geoffs setup - and he should get the credits as well ;-) - we used a status as the status is also used by Agents manually when creating tickets for cases where there shouldn’t be an auto answer. Another one, you could use the settings in SysConfig - Ticket - Core::Postmaster to avoid auto-replies coming from special addresses, but I think this would be even less GUI-directed ;-) and is not as flexible as the PostMaster Filter in the Admin Panel. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Customer's response becomes a new ticket
Hi, On 02.08.2010, at 11:12, Ruslan wrote: OTRS 2.4.7. became to treat the customer's response as a new ticket. It happens when the customer replies without changing the ticket subject. Any help would be appreciated. Thanks you. Doublecheck the Queue configuration for follow up option. Doublecheck if you changed your SystemID Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Exporting some tickets from one OTRS server to another
Hi, On 02.08.2010, at 09:58, Amit Sharma wrote: I have two servers of OTRS running in my office. I would like to export tickets of some queues from Server 1 and import into Server 2. Both are running version 2.4.7 on Linux. Is it possible? How? This is not possible with any OTRS standard tool Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] how to use otrs tickets types/layouts
Hi, On 04.08.2010, at 11:47, Norbert Bede wrote: i'm little confused, because there are some fields which has own reason to use on incidents, but not usable on problems or general question ticket. I'm looking for something as record type (separate layout on the same object), where each record type should have own layout. this way informations are the same database but not influence users on fields which are not on the right place. is there somenthing similar in otrs ? I am afraid, not yet in the standard framework. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] Automatische Weiterleitung
Hi, On 03.08.2010, at 17:44, Roland Arends wrote: Lass doch Dein Formular auf dem Webserver die Arbeit machen. Das kann doch auch an zwei Adressen versenden (1x an OTRS und 1x an den Absender des Formulars. Dann bekommt der Anwender aber keine Ticketnummer zugeschickt :-( Am 03.08.2010 14:26, schrieb Seidel, Patrick: Ich bekomme ins OTRS automatische E-Mails von unserem Formular auf unserem Web-Server. Als Absender der E-Mail steht immer das was in einem bestimmten Feld eingetragen wurde. Aus jeder E-Mail wird ein Ticket generiert. Bis hierhin alles OK. Nun soll aber der Absender des Formulars die Mail von OTRS erhalten, in der alles drin ist, was der Web-Server an OTRS geschickt hat. Sowas wie eine automatische Weiterleitung der E-Mail. So hat der Absender die Mail nochmal 1:1 und ich in OTRS. Das solltest Du in OTRS 2.4.7 ganz einfach über Benachrichtigung (Ereignis)” oder sogar noch einfacher über Autoantworten im Admin Bereich lösen können. Wenn das Ticket als Absender die Email des eigentlichen Kunden hat ist dies doch kein Problem! Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] How to become a user client as an agent?
Hi, On 27.07.2010, at 18:30, Sergio Cintra wrote: If the user client account already exists? Then you just need to login. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] Nochmal: Besitzer einer Queue und Besitzerwechsel Benachrichtigung an Kunden
Hi, On 27.07.2010, at 10:24, Nicola Tiling wrote: ich weiß es ist eine DAU Frage obwohl ich das System schon etliche Zeit verwende... Andersrum gefragt: Wie komme ich als Agent als default in die RAW / Eingangs Queue - irgendwie muss das ja mal früher passiert sein. - aber wie - wenn sich das so gar nicht einstellen läßt ? Denn es gibt einige Agenten die die Eingangsqueue abonniert haben und benachrichtigt werden. Besitzer und Verantwortlich bin aber erstmal immer ich - und ich kapier nicht warum, bzw. erinnere mich nicht mehr ob ich das mal irgendwie konfiguriert habe. Hat sich da vielleicht auch was von 2.3 auf 2.4 geändert was ich verpennt habe? Und ich verstehe auch nicht wie ich das ändern kann - du schlägst vor einen generischen Agenten zu nehmen. OK den kann ich anlegen - komme aber in meiner Frage damit nicht so richtig weiter. denn wo stelle ich die Verknüpfung ein Queue - Besitzer ist generischer Agent für jedes eingehende Ticket in dieser Queue. Mit Gernischer Agent meinte ich einen Generic Agent” im Admin Bereich, also eine Intervallaufgabe, die dann einen Agenten automatisch zuordnet, keinen Pseudo Agenten. Aber nach Deiner letzten Email verstehe ich garnicht mher so richtg was Du überhaupt machen möchtest ;-)) Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] OTRS-Treffen am 02. August findet statt
Hi, On 28.07.2010, at 01:58, Alexander Halle wrote: die OTRS-3.0-Beta-Release-Party am 02.08.2010 in Frankfurt am Main fällt nicht aus, sondern wird in veränderter Form stattfinden. Nähere Informationen findet ihr unter : http://wiki.otrs.org/index.php?title=OTRS_User-Treffen_08/2010 Da die Community nun einen Teil der Organisation übernommen hat, wird zur Teilnahme um eine erneute Registrierung gebeten (siehe Wiki). Fragen zum Event sind natürlich willkommen; am besten über die Mailing-Liste oder das Forum, ansonsten aber auch gern per PM oder telefonisch unter 0202/2489-70208 (nur erreichbar bis zum Ende des Treffens). Hierfür schon mal ein ganz ganz herzliches DANKESCHÖN von mir ganz persönlich an alle Beteiligten Freundliche Grüße Nils Leideck ((enjoy)) -- Nils Leideck Senior Consultant OTRS AG Norsk-Data-Straße 1 D-61352 Bad Homburg T: +49 (0) 6172 681988 0 F: +49 (0) 9421 56818 18 M: +49 (0)177 6877 001 I: http://www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann NEU: OTRS::ITSM 2.0 - jetzt mit dem brandneuen Change Management Modul. -Die erste ITIL® V3 kompatible und nach PinkVERIFY zertifizierte Open Source IT Service Management (ITSM) Lösung weltweit! - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Ticket and FAQ linked
Hi, On 24.07.2010, at 14:53, Sérgio Cintra wrote: How to disassociate a faq for a ticket? open the Ticket or the FAQ article, link, delete, select object and unlink, done ;-) Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] when is update time reached?
Hi, On 24.07.2010, at 15:17, Leonardo Certuche wrote: Any help on this? I'm sure some of you guys know the answer! The Update is not canceled after an Update to the Customer, it is just reset to whatever the Queue or SLA confguration says. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Document Management for ISO Managemet Systems,
Hi, On 23.07.2010, at 20:27, Luis Daniel Lucio Quiroz wrote: As we know OTRS complies with itil/iso2, the question here is if otrs has a module to manage also documents that iso needs, like quality manual and records and all stuff. The main idea is to have all in one tool and not to use many. OTRS does not provide Documents, but you can save the Documents revision secure within OTRS (Ticket Change) Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] Nochmal: Besitzer einer Queue und Besitzerwechsel Benachrichtigung an Kunden
Hi Nicola, On 23.07.2010, at 10:36, Nicola Tiling wrote: Wenn der Besitzer eines Tickets gewechselt wird, wird zur Zeit *keine* Benachrichtigung an den Kunden verschickt sondern nur an den Agenten/Benutzer. Meines Erachtens war das früher aber mal der Fall … Da bekommst Du von mir ein ganz klares Jain ;-) Es gab “früher”, vor OTRS 2.4.x mal eine Queue-Option um Kunde bei einem Statuswechsel zu benachrichtigen. Dies wurde aber auf Grund unzureichender Flexibilität abgeschafft. Seit OTRS 2.4.x findest Du im Adminbereich einen Punkt “Notification (Event)” oder in Deutsch “Benachrichtung (Ereignis)”. Dort kannst Du ganz bequem und super granulär Benachrichtigungen auf Grund von Events an Tickets verschicken lassen. In Deinem konkreten Fall: Empfänger: Kunde Event: StateUpdate State: closed successful, closed unsuccessful, … Betreff: Das überlass ich Dir ;-) Text: Das überlass ich auch Dir ;-) Wenn Du Dein System ordnugsgemäß von OTRS 2.3.x nach OTRS 2.4.x migriert hast dann sollten schon welche oder eine vorhanden sein, ansonsten einfach neu anlegen. ;-) Ich finde, trotz intensiver Suche, einfach nicht wo man das einstellen kann :-( Jetzt weißt Du es ja ;-) Vielleicht habe ich Tomaten auf den Augen - aber außerdem finde ich auch nicht wo man sowohl den Hauptbesitzer als auch den Verantwortlichen für eine Queue einstellen kann. Also den Besitzer und den Verantwortlichen der als erstes gesetzt wird, wenn ein neues Ticket in einer Queue landet. So eine Einstellung gibt es in OTRS nicht. Ich schlage vor hierfür den Generischen Agenten zu verwenden. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] 7 days Stat problem while saving
Hi, On 16.07.2010, at 16:05, Pradumna Maheshwari wrote: While updating the Setting on dashboard, after checking for '7 days Stat' and saving it, I am getting an error Unable to load Flash content. The Charts Control requires Flash Player 9.0.45 or higher. You can download the latest version of Flash Player from the Adobe Flash Player Download Center And? Does it work afterwards? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Working time function
Hi, On 14.07.2010, at 16:20, Alejandra Piedra wrote: I’m trying to use the $TimeObject-WorkingTime() function, but is not returning anything! Am I doing something wrong? I already checked the parameters, but still is not returning anything I would suggest to post this to the d...@otrs.org list as a next task. There are more developers subscribed with more experience in handling OTRS object methods and their returns. You could also post some of your code so the dev list knows what you are trying to do in more details. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Multiple mails by User
Hi, On 14.07.2010, at 21:44, Martin Waichman wrote: I`m trying to configure an OTRS instance, but i need to send the notification to the user via Mail and SMS, I have an address to send the email to SMS, but I can`t find how to configure one user with two address. Someone made this kind of configuration ?? In the current version of OTRS you do not have this option as a native option - like email1, email2, etc… You could try - as a quick and dirty workaround - to just fill the email field with two email addresses separated by comma. nils.leid...@leidex.net, nils.leid...@otrs.com This does work but you definitively have to test the ticket creation process on your installation (by phone AND incoming email). Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Queuewise Timezones!
Hi, On 15.07.2010, at 11:24, Amit Sharma wrote: Is there any way to have Queuewise Timezones for Queues? E.G. Queue ABC tickets has timezone of GMT +0530 and Queue XYZ tickets has timezone of GMT -0100 Yes sure, you can define a calendar per Queue and a timezone per calendar. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Sharing tickets across customer users
Hi, On 15.07.2010, at 22:32, Taylor, Paul W [FIN] wrote: I’m trying to get OTRS to allow customer users to share tickets in same group and eventually I will have two groups. I made the mysql db change per http://doc.otrs.org/2.4/en/html/x1801.html mysql ALTER TABLE customer_user ADD customer_ids VARCHAR (250); Query OK, 1 rows affected (0.02 sec) Records: 1 Duplicates: 0 Warnings: 0 You actually did not tell us what problem you are facing but I guess you will never come to a working system with that config file. The Customer Map needs to be completed, not just with the line you posted here. A complete map is written in Kernel/Config/Defaults.pm where you can just copy the default configuration to Kernel/Config.pm and modify the map content to your needs, e.g. adding the new line for customer_ids. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS + Nginx + Fcgi howto
Hi, On 16.07.2010, at 13:40, Mark Schouten wrote: I've been working on a way to run multiple OTRS instances on a single machine, while keeping performance. I managed to achieve it using Nginx and Fcgi and thought you might like the howto. You can find the english version here: http://www.tuxis.nl/support/how-to/otrs-in-nginx-using-fcgi There's a dutch version too, for those that prefer it. Feedback is always welcome! Regards, That is a great ToDo! Many thanks for posting this to the mailing list! One remark, you do not need to have the installer.pl within the startups, this is just needed once during installation and / or re-installation. I would be curiously fascinated if you would post this to the public OTRS wiki as well ;-)) Please consider to subscribe to http://wiki.otrs.org/ !!! Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Service list in tickets does not show
Hi, On 16.07.2010, at 11:00, Rui Francisco wrote: I was setting up a OTRS installation and in the tickets it was configured that when the owner changed it was also possible to change the service. Something i changed, made it disappear. What is the way to make it appear again ? Admin - SysConfig - Ticket - Frontend::Agent::Ticket::ViewOwner Is it possible to make selection of services for agent restrictive (just some services per agent) ? Yes, you should have a look at http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68 Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Ticket create timestamp
Hi,
On 16.07.2010, at 14:36, James, Michael wrote:
Does anyone know of a way to display the Ticket Create Timestamp on the
AgentTicketClose view? It would be useful to display the Ticket Create
Timestamp somewhere on the page so the Agent can refer to it.
Can the string $TimeShort{$QData{Created}} be used in
AgentTicketClose.dtl?
I'm not sure of the syntax or in which block it could be included.
This is actually very simple by just modifying the templates as you mentioned
already.
Just keep in mind that you are not update save with modified templates and that
you have to redo your work after you updated the Framework version.
Here is a DIFF that works for me, just add the line below line 124:
mole:/opt/otrs/Kernel/Output/HTML root# diff Standard/AgentTicketClose.dtl
Demo/AgentTicketClose.dtl
124a125
Ticket $Text{Created}: $TimeShort{$QData{Created”}”}
Freundliche Grüße / Kind regards
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net
nils.leid...@otrs.com
http://webint.cryptonode.de / a Fractal project
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Re: [otrs] Hide Ticket type when creating a new ticket
Hi, On 17.07.2010, at 08:09, Mickael MAINDRON wrote: After some searches i'm unable to find the answer to my question. So, maybe you can help me here ;-) When creating a new ticket, the support team select the right queue where the ticket has to be routed to in order to deal with the client's request. At the ticket's closing, for statistics and reporting purpose, I want that the support team defines what the root cause of the ticket really was. For that, i enabled Ticket::Type feature in Core::Ticket, and allowed TicketType in Ticket:Frontend::AgentTicketClose, and it works well. However, when creating a new ticket (in phone view), OTRS asks me to define the Ticket Type as a mandatory field. So, i would like to know if there is a way to hide (or disable) ticket type when creating a new ticket, while letting it appears when closing. Just my suggestion without modifying too much of source code: 1. Create a new Type that is called “Uncategorized” or something you would find useful 2. Find out what the database ID is for that Type (mouse over could be helpful: Browser Status Bar) 3. Modify Kernel/Output/HTML/Standard/AgentTicketPhone.dtl and provide the TypeID as hidden field. 4. You could improve the workflow / process with some ACLs (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68) Please look at http://doc.otrs.org/2.4/en/html/c2079.html first to make sure you are not changing a standard file! Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] define different ticket state for different ticket types
HI, On 15.07.2010, at 10:21, e c wrote: I need to have more types of ticket states for different ticket types. Is this possible and how can i configure this? States and Types and not in any relationship in OTRS. You can define more states in the Admin panel and with ACLs you could define available states based on selected ticket type. Try this page for ACL: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68 Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] SOAP problem
HI, On 14.07.2010, at 15:47, Sándor Fehér wrote: I would like to create tickets and articles via OTRS SOAP interface. This is what I have done so far. - added SOAP user and pass at OTRS Administrator menu (Framework-Core::SOAP) - installed SOAP::Lite Perl package - ran otrs.checkModules it looks fine. - ran rpc-example.pl with the appropriate params (url, user, pass). The last point always fail with the following: (I added trace='all' to see what's wrong with it) Apache's error log says nothing nor otrs log as well. So I really appreciate any idea where should I continue debugging. Thank you in advance! rbs:/opt/otrs/scripts# ./rpc-example.pl Could you post your rpc-example.pl file? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] SOAP problem
Hi, Sorry, please ignore my email, haven’t read the followups before i answered. Good to hear it is solved for you now ;-) On 15.07.2010, at 21:22, Nils Leideck - ITSM wrote: On 14.07.2010, at 15:47, Sándor Fehér wrote: I would like to create tickets and articles via OTRS SOAP interface. This is what I have done so far. - added SOAP user and pass at OTRS Administrator menu (Framework-Core::SOAP) - installed SOAP::Lite Perl package - ran otrs.checkModules it looks fine. - ran rpc-example.pl with the appropriate params (url, user, pass). The last point always fail with the following: (I added trace='all' to see what's wrong with it) Apache's error log says nothing nor otrs log as well. So I really appreciate any idea where should I continue debugging. Thank you in advance! rbs:/opt/otrs/scripts# ./rpc-example.pl Could you post your rpc-example.pl file? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] Nochmal UTF-8
Hi, On 08.07.2010, at 14:47, Nicola Tiling wrote: Ich habe jetzt auf einem anderen Server nochmal OTRS 2.4.7 frisch installiert und von vornherein überall UTF-8 konfiguriert. Im Webui werden alle Umlaute falsch dargestellt. Der/die Browser (Firefox, Safari, Chrome) liefern als Zeichensatz richtigerweise UTF-8, aber eine korrekte Darstellung erfolgt nur wenn ich auf iso-8859-1 wechsle. Der Server liefert auch UTF-8 aus: HTTP Anforderung gesendet, warte auf Antwort... HTTP/1.0 200 OK Content-Type: text/html; charset=utf-8; X-Powered-By: OTRS 2.4.7 - Open Ticket Request System (http://otrs.org) Content-Length: 5768 Connection: keep-alive Date: Thu, 08 Jul 2010 12:44:07 GMT Server: lighttpd/1.4.26 Länge: 5768 (5,6K) [text/html] Was hast Du in der SysConfig als Zeichensatz stehen? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Antwort: Re: Deutsche Rechtschreibp rüfung in OTRS funktioniert nicht (System Linux CentOS )
Hi, On 08.07.2010, at 15:19, Markus Moj wrote: Der Pfad ist eingestellt. Es tut sich jedoch weiterhin nichts. Ich habe auch mit aspell auf der Konsole (aspell -c Datei.txt) mal checken lassen und damit geht es einwandfrei. Wenn ich in OTRS jedoch das Wörterbuch benutzen will, bzw. die Rechtschreibprüfung wird nur ein leeres Fenster angezeigt mit dem Inhalt (IE) das alles richtig geschrieben ist, ob wohl absichtlich Fehler in dem Text vorhanden sind und im Opera wird einfach nur ein leeres Fenster angezeigt mit dem Hinweis das kein Dict gefunden wurde. Aliases sind jeweils für deutsch und german vorhanden. Kannst du mir da vielleicht noch einmal weiterhelfen? Welche OTRS Version verwendest Du denn? Gibt es Log-Einträge zu Deinen Aktionen? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Nochmal UTF-8
Hi,
On 08.07.2010, at 15:45, Nicola Tiling wrote:
Am 08.07.2010 um 15:19 schrieb Nils Leideck - ITSM:
On 08.07.2010, at 14:47, Nicola Tiling wrote:
Ich habe jetzt auf einem anderen Server nochmal OTRS 2.4.7 frisch
installiert und von vornherein überall UTF-8 konfiguriert.
Im Webui werden alle Umlaute falsch dargestellt. Der/die Browser (Firefox,
Safari, Chrome) liefern als Zeichensatz richtigerweise UTF-8, aber eine
korrekte Darstellung erfolgt nur wenn ich auf iso-8859-1 wechsle.
Der Server liefert auch UTF-8 aus:
HTTP Anforderung gesendet, warte auf Antwort...
HTTP/1.0 200 OK
Content-Type: text/html; charset=utf-8;
X-Powered-By: OTRS 2.4.7 - Open Ticket Request System (http://otrs.org)
Content-Length: 5768
Connection: keep-alive
Date: Thu, 08 Jul 2010 12:44:07 GMT
Server: lighttpd/1.4.26
Länge: 5768 (5,6K) [text/html]
Was hast Du in der SysConfig als Zeichensatz stehen?
$Self-{'DefaultCharset'} = 'utf-8’;
Das ist so genau richtig.
Und Deine Datenbank, ich vermute mal MySQL 5, liefert bei einem “show
variables” auch überall UTF-8?
Lösch mal alles unterhalb von $OTRS_HOME/var/tmp/Cache/*
Freundliche Grüße / Kind regards
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net
nils.leid...@otrs.com
http://webint.cryptonode.de / a Fractal project
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Re: [otrs] storage fs in file system
Hi, On 06.07.2010, at 17:56, IT easyap wrote: Any idea about how to solve this issue? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of IT easyap Sent: lunes, 28 de junio de 2010 19:58 To: 'User questions and discussions about OTRS.' Subject: [otrs] storage fs in file system Hi all, i have my otrs configured with the variable Ticket::StorageModule: to ArticleStorageFS to archive all attachments in a filesystem instead of in a database. It permits to me to work with a database with a “normal” size. The problem became with the number of files that otrs creates, i Have around 2,7 milion of files and 196 GB . The number of files is very high and now the backup takes more than 50 hours. For every ticket ( with out attach) the system creates 3 files : - file-1 - file-1.content_type - plain.txt for every attach the system adds 1 content_type file more and the attach. The text in the content type files is: Text/plain; charset = cp1252 or us-ascii Do you know how to reduce the number of files ? There is no out-of-the-box option to reduce the number of files. But I wonder why you backup everything in every backup run. Wouldn’t it make sense to use an incremental or differential backup method with that amount of data? You could actually run a backup-to-disk with multi-instance jobs and a weekly backup-to-tape full job… Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Cant create more than 2 sub-queues
Hi, On 30.06.2010, at 16:14, Alan Creed wrote: Could be this an issue with 2.0.4? Could be … please test and report to bugs.otrs.com in case. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Link services to queue when making phone/e-mail ticket
Hi, On 29.06.2010, at 13:53, Ulrich Gøhns wrote: In the agent module I want to be able to show different services based on what queue the agent picked when creating a phone- or e-mail ticket. Example: Agent picks the Service Desk queue = Services shows: Computer, Printer, Hardware, Network, etc, etc. Agent picks the Infrastructure queue = Services shows: Server, Network, Security, etc, etc. Is this possible? Please have a look at the ACL feature of OTRS: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68 Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Inability to save tickets.
Hi, On 29.06.2010, at 14:13, McCarroll, Robert wrote: Because most of my customers do not have an e-mail address, I changed Kernel/Config.pm such that the customer user list field parameters read: CustomerUserListFields = ['first_name', 'last_name'], and commented out the !-- dtl:block:CustomerSearchAutoCompleteFromInvalid -- block in our custom template. However, this resulted in OTRS refusing to save any tickets until I restored the customer user list fields to: CustomerUserListFields = ['first_name', 'last_name', 'email'], even though as I mentioned almost none of the customer users in my environment have an e-mail address. Is there a way to return to the Firstname, Last name customer user list field set (discrding the pointless e-mail field) and still save tickets in OTRS? Just look into the SysConfig - Framwork - Core for MX Record Check and Valid Email Syntax Check. Both needs to be disabled for your case. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS PostMaster Filter and Ticket Updates
HI, On 30.06.2010, at 13:22, Leonardo Certuche wrote: From 2.4.5 (I think), there's Notification(Event) at /otrs/index.pl?Action=AdminNotificationEvent You can configure any notification there to be sent to anyone Leonardo Certuche www.itconsultores.com.co For new ticket creations I still recommend the Auto Response feature instead! Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
