Re: [otrs-de] Statistik generieren

[Obee, Daniel]

Hallo,

um aussagekräftige Statistiken zu generieren, setzen wir Excel/ODBC mit 
Pivottabellen ein.

Hier mal ein SQL-Statement (MySQL), dass wir so ähnlich als Grundlage für alle 
Statistiken benutzen. Über das Ergebnis lässt sich eine entsprechende 
Pivottabelle generieren, die auch Ticketeingang nach Stunden rausschmeißt.

Gruß
Daniel

SELECT 
DATE_FORMAT(th.create_time, '%Y-%m') as month 
, WEEK(th.create_time, 3) as cw 
, DATE(th.create_time) as dateFull 
, DATE_FORMAT(th.`create_time`,'%H') as hour 
, th.create_time as timestamp 
, th.ticket_id 
, if(ht.name = 'StateUpdate','AgentClose', ht.name) as event 
, q.name as queue 
, u.login as agent 

FROM ticket_history th 
INNER JOIN ticket_history_type ht ON ht.id = th.history_type_id 
INNER JOIN queue q on q.id = th.queue_id 
INNER JOIN users u ON u.id = th.create_by 
WHERE 

DATE(th.create_time) = CURRENT_DATE -- heute 
-- DATE(th.create_time) = SUBDATE(CURRENT_DATE, INTERVAL 1 DAY) -- yesterday 
-- DATE_FORMAT(th.create_time, '%Y-%m') = DATE_FORMAT(CURRENT_DATE, '%Y-%m') -- 
this month 
/* (WEEK(th.create_time,3) = WEEK(CURRENT_DATE,3) 
and YEAR(th.create_time) = YEAR(CURRENT_DATE)) */ -- current week 
/* (WEEK(th.create_time,3) = WEEK(CURRENT_DATE,3)-1 
and YEAR(th.create_time) = YEAR(CURRENT_DATE)) */-- last week 
-- th.create_time BETWEEN '2010-07-31' AND '2010-08-31' -- time span 

AND ( 
ht.id in ( 
1, -- NewTicket 
12, -- EmailCustomer 
6, 7 -- Forward, Bounce 
, 8 -- send answer 
, 13 -- PhoneCallAgent 
, 14 -- PhoneCallCustomer 
-- , 15 -- AddNote 
, 16 -- Move 
) 
or (ht.id = 27 and th.state_id in (2,3)) -- AgentClose 
)

 

-Ursprüngliche Nachricht-

Message: 1
Date: Mon, 4 Feb 2013 11:43:47 +0100
From: Grüning, Mariomario.gruen...@klinikum-magdeburg.de
Subject: [otrs-de] Statistik generieren
To: otrs-de@otrs.org otrs-de@otrs.org
Message-ID: D7B2B4D7E284F340B5B288B0B70020862408FE3A49@kho-exch01
Content-Type: text/plain; charset=iso-8859-1

Hallo Gemeinde,

hat jemand ein Vorschlag oder ein Beispiel wie ich eine Statistik generieren 
kann, welche mir Anzeigt zu welcher Tageszeit wie viele Tickets erstellt 
werden? Für einen Zeitraum von einem Monat zum Beispiel?

Mit freundlichem Gruß
Mario Grüning

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Re: [otrs-de] ViewQueue Sortierung

[Obee, Daniel]

Hi Andreas,

out of the box geht das nicht. 

Znuny bietet ein Modul für die 3.0 an: http://znuny.com/#!/addons (Nr. 10), für 
die 2.4 gibt es das Ganze auf OPAR: 
http://opar.perl-services.de/bin/index.cgi/package/T/TI/TISAR/MyHammerQueueViewByCustCont

Das Modul unterscheidet auch, ob z.B. ein FollowUp auf ein offenes Ticket 
vorliegt und führt dann kein Downgrading durch.

Wir werden in absehbarer Zeit ein entsprechendes Modul für die 3.2 benötigen, 
bei Interesse an einer Entwicklungsbeteiligung kannst Du Dich gerne direkt an 
mich wenden.

Gruß
Daniel


--

Message: 1
Date: Wed, 30 Jan 2013 16:49:26 +0100
From: Andreas Laut andreas.l...@5point.de
Subject: [otrs-de] ViewQueue Sortierung
To: User questions and discussions about OTRS.org in German
otrs-de@otrs.org
Message-ID: 51094106.6070...@5point.de
Content-Type: text/plain; charset=ISO-8859-15; format=flowed

Hallo Liste,

bei Ticket::Frontend::AgentTicketQueue###SortBy::Default in Sysconfig ist 
Alter eingestellt. Es wird auch nach dem Alter sortiert, leider aber nach dem 
Alter des Erstelldatums und nicht nach Alter des letzten Vorgangs. Sprich - 
kommt eine Nachfrage rein, ist das Ticket mitunter zwischendrin statt ganz 
unten, was etwas verwirrend sein kann.
Kann man das umstellen?

Gruß
Andreas

--
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Tel.: +49 (0) 6151 13097 26 | Fax.: +49 (0) 6151 13097 10
E-Mail: andreas.l...@5point.de

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Saalbaustraße 27 | 64283 Darmstadt
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Re: [otrs-de] Postmaster Filter bei 35 Key Usern (dob)

[Obee, Daniel]

Hi,

leider bietet OTRS out of the box keine Möglichkeit, Kundendaten in 
Postmasterfiltern auszuwerten, da die Kundenzuordnung erst nach der 
Ticketerstellung stattfindet. Damit verschenkt OTRS ein wichtiges Werkzeug, um 
Mails  zu sortieren.

Bei uns parst ein kleines Script im Maileingang die Absender-Adresse aus der 
Mail, checkt gegen die Datenbank und schreibt bestimmte Werte in  X-OTRS-Header.
Der Kundenwert (VIP-Status) ist in der Kundendatenbank hinterlegt und wird via 
X-OTRS Header in ein Freitextfeld geschrieben. So haben wir flexibel die 
Möglichkeit über PostmasterFilter das Deployment zu machen.

Skript ist im Anhang - allerdings absolut ohne Gewähr.

Gruß
Daniel


--

Message: 1
Date: Tue, 22 May 2012 08:32:26 +0200
From: David Heidt newsrea...@heidt.biz
Subject: Re: [otrs-de] Postmaster Filter bei 35 Key Usern
To: User questions and discussions about OTRS.org in German
otrs-de@otrs.org
Message-ID: 4fbb32fa.5050...@heidt.biz
Content-Type: text/plain; charset=iso-8859-1; Format=flowed

Moin,

ich filtere größere und vor allem scriptfähige Sachen immer mit maildrop. Dazu 
braucht das System jedoch einen Linux SMTP, der Mails empfangen und an den OTRS 
Benutzer zustellen kann, also kein POP3/IMAP fetch.

Beispieldateien (.mailfilter.dist .procmailrc.dist) findest Du im root-Ordner 
der OTRS Installation. Aber Achtung: bei Syntaxfehlern knallt diese Methode 
ohne Fehlermeldung.

Gruß,

David


Am 18.05.12 15:15, schrieb Christian Kreis:
 Servus,
 wie habt ihr das denn gelöst? Wir bieten Support für externe Firmen 
 an, die uns Key-User Listen schicken, wer berechtigt ist einen Call zu 
 eröffnen. Damit wirklich auch nur die E-Mails von Kunden reinkommen, 
 die berechtigt sind nutzen wir den Postmaster-Filter. jetzt hat mir 
 ein Kunde eine Liste mit 35 Key-Usern geschickt. Da man über den 
 Postmaster-Filter sehr eingeschränkt ist, ich hab jetzt 9 Filter 
 erstellt um alle Kunden abdecken zu können. Was für Möglichkeiten hab 
 ich das zu ändern? Kann man evtl das Feld größer machen? Also dass man 
 mehr Zeichen eingeben kann?
 Bin für jeden Vorschlag dankbar. Weil wenn noch mehr solche Kunden 
 kommen wirds unübersichtlich. Oder ist es jetzt schon, wenn die 
 nämlich sagen, dass dder ein oder andere kein Ticket mehr eröffnen 
 kann, dann kann die Suche ein wenig dauern bis ich den gefunden hab.
 Gruß
 Chris


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-- nächster Teil -- Ein Dateianhang mit HTML-Daten 
wurde abgetrennt...
URL: 
http://lists.otrs.org/pipermail/otrs-de/attachments/20120522/d3674319/attachment-0001.html

--

Message: 2
Date: Tue, 22 May 2012 06:39:41 +
From: jan.dre...@bertelsmann.de
Subject: Re: [otrs-de] Postmaster Filter bei 35 Key Usern
To: otrs-de@otrs.org
Message-ID:
7b276b6110165d4b936f4f11dba1210610665...@gtlbmlxen0005.bagmail.net
Content-Type: text/plain; charset=iso-8859-1

Hallo,
 
man kann die Mails natürlich auch systemseitig (- fetchmail) per POP/IMAP 
abholen. Das ist nun aber eher kein OTRS-Thema mehr .
 
Gruß
Jan Dreyer
IT Administrator / Operations Team / M-IT OMS
 
Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von 
David Heidt
Gesendet: Dienstag, 22. Mai 2012 08:32
An: User questions and discussions about OTRS.org in German
Betreff: Re: [otrs-de] Postmaster Filter bei 35 Key Usern
 
Moin,

ich filtere größere und vor allem scriptfähige Sachen immer mit maildrop.
Dazu braucht das System jedoch einen Linux SMTP, der Mails empfangen und an den 
OTRS Benutzer zustellen kann, also kein POP3/IMAP fetch.

Beispieldateien (.mailfilter.dist .procmailrc.dist) findest Du im root-Ordner 
der OTRS Installation. Aber Achtung: bei Syntaxfehlern knallt diese Methode 
ohne Fehlermeldung.

Gruß,

David


Am 18.05.12 15:15, schrieb Christian Kreis: 
Servus, 
 
wie habt ihr das denn gelöst? Wir bieten Support für externe Firmen an, die uns 
Key-User Listen schicken, wer berechtigt ist einen Call zu eröffnen.
Damit wirklich auch nur die E-Mails von Kunden reinkommen, die berechtigt sind 
nutzen wir den Postmaster-Filter. jetzt hat mir ein Kunde eine Liste mit 35 
Key-Usern geschickt. Da man über den Postmaster-Filter sehr eingeschränkt ist, 
ich hab jetzt 9 Filter erstellt um alle Kunden abdecken zu können. Was für 
Möglichkeiten hab ich das zu ändern? Kann man evtl das Feld größer machen? Also 
dass man mehr Zeichen eingeben kann?
 
Bin für jeden Vorschlag dankbar. Weil wenn noch mehr solche Kunden kommen wirds 
unübersichtlich. Oder ist es jetzt schon, wenn die nämlich sagen, dass dder ein 
oder andere kein Ticket mehr eröffnen kann, dann kann die Suche ein wenig 
dauern bis ich den gefunden hab.
 
Gruß
Chris

[otrs-de] Datum in der Ticket-History falsch

[Obee, Daniel]

Hi alle,

wir haben ein seltsames Phänomen. In einer frisch installierten 3.0.10 ohne 
viel weiteren Schnickschnack scheinen die timestamps nicht sauber ermittelt zu 
werden und stehen nachher auch nicht in der richtigen Reihenfolge.

Derzeit sieht es so aus, als würde der timestamp zwischen zwei Daten springen:

[cid:image001.png@01CC6CAF.7CBC65E0]
Hat jemand ne Idee, was da los sein könnte?

Gruß
Daniel


_

Daniel Obée
Senior Manager
Teamleiter Kooperationen
Telefon: +49 (30) 233 22 - 847
Telefax: +49 (30) 233 22 - 899
E-Mail:   o...@myhammer.demailto:o...@myhammer.de
MY-HAMMER Aktiengesellschaft
Mauerstraße 79
10117 Berlin
www.myhammer.dehttp://www.myhammer.de/
_

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Vorsitzender des Aufsichtsrates: Dr. Jochen Gutbrod
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[otrs-de] 2. Berliner OTRS Stammtisch

[Obee, Daniel]

Hi alle,

nachdem der letzte Berliner OTRS Stammtisch im Februar ein wirklich tolles 
Treffen war, werden wir am Freitag, den 15. April eine Wiederauflage starten.

Einzelheiten und die Möglichkeit einer Voranmeldung gibt es bei Xing unter 
https://www.xing.com/events/2-berliner-otrs-stammtisch-734366 oder im OTRS 
Forum unter http://forums.otrs.org/viewtopic.php?f=34t=8635

Hier der offizielle Einladungstext:

OTRS als Ticketsystem im internen und externen Support erfreut sich wachsender 
Beliebtheit. Die günstigen Anschaffungskosten, die große Flexibilität und die 
Erweiterbarkeit sind dabei wichtige Argumente, nicht nur bei StartUp 
Unternehmen.

Ziel des Berliner OTRS Stammtisches ist es, langfristig ein Forum für Anwender, 
Entwickler und Anbieter aufzubauen, und diesen einen Austausch über Erfahrungen 
und Best Practices zu ermöglichen. Gleichzeitig soll der Anschluss an die OTRS 
Community gesucht und gefördert werden, um eine bessere Vernetzung zu 
gewährleisten.

Es wird bewusst ein informeller Rahmen vorgezogen, um den Einstieg zu 
erleichtern und die Kommunikation zu fördern. Pro Treffen sollen daher maximal 
zwei bis drei feste Programmpunkte festgelegt sein.

Um auch Interessenten von außerhalb die Chance zur Teilnahme zu geben, wird das 
Event dieses Mal an einem Freitag stattfinden. Der Veranstaltungsort wird noch 
bekanntgegeben, es wird aber wie beim letzten Mal auf günstige Anbindung 
geachtet.

Viele Grüße

Daniel

_

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OCB OTRS Community Board

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Re: [otrs] community, faq.otrs.org

[Obee, Daniel]

The former otrs-forum has been moved to http://forums.otrs.org/ and added 
sections for a couple of languages including English.
Info in the FAQ was pretty obsolete in parts, so I guess it's a good move.

Greets,
Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Alexander Halle
Gesendet: Dienstag, 27. April 2010 18:33
An: User questions and discussions about OTRS.
Betreff: [otrs] community, faq.otrs.org

Hi,

is faq.otrs.org still in use ?

I can no longer find any link to it on www.otrs.org and it also uses the 
old site design. I wonder what the replacement could be.

Regards

Alexander

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Re: [otrs] Can OTRS support field value dependency in ticket?

[Obee, Daniel]

Not by default. Actually we had otrs AG develop said function for our system. 
The dependency itself is stored either in the db or in csv files.

It's a 12-15 different files altered, so far from 'easy'...

If interested I could send you the package for evaluation, just drop me a line 
to obee [theatsign] myhammer [adot] de.

Greets,
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Edmond 
Chan
Gesendet: Mittwoch, 21. April 2010 16:09
An: otrs@otrs.org
Betreff: [otrs] Can OTRS support field value dependency in ticket?

Hi all,

Can OTRS support field value dependency in ticket?

For example,
I add 2 fields type and subtype in ticket and they are dropdown list in UI. 
The valid value list of subtype depends the selected value of type.

Can OTRS support it? If not, it is appreciated if you can point out which part 
of code we should modify to make it work.

Thank you!

--
Best regards,

Edmond Chan
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Re: [otrs] Change Ticket# in subject to something else?

[Obee, Daniel]

The Ticket Hook can be changed in the config Core:Ticket.

Greets,
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Andy 
Wodfer
Gesendet: Freitag, 16. April 2010 08:51
An: otrs@otrs.org
Betreff: [otrs] Change Ticket# in subject to something else?

Hi,
I'm a new OTRS user (just got it installed yesterday). I have one thing I'd 
like to change , but I can't figure out where to do this:

In the reply emails from the system or when I answer a ticket, the subject in 
the email says something like Re: (TICKET#2010  I'd like to remove or 
change the word TICKET.

How can I do this?

Thanks!
Andy
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[otrs] Error when creating a ticket or article

[Obee, Daniel]

Hi all.

After updating to 2.4.7 I get set of strange errors when trying to create a new 
ticket or article.

First of all I get the prompt Open index.pl (You want to download the 
following file...) as if the mime type .pl wasn't defined. The delivered file 
is empty though, which explains why the file type isn't recognized.

From time to time (can't find the regularity here, though I guess there is 
one), there's the following error message instead:

Can't use string (10) as an ARRAY ref while strict refs in use at 
/opt/otrs//Kernel/System/Ticket/Event/TimeUpdate.pm line 88.

Oddly enough the ticket/article is properly created.


Any hints?

Greets,

Daniel
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Re: [otrs] Recurring tickets?

[Obee, Daniel]

You could create a generic agent that opens up said ticket every day. Thus 
you'd have just one ticket for the task, but this could be an advantage too, 
depending on what the task implies.

Greets
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Jason 
B. Loven
Gesendet: Dienstag, 16. Februar 2010 20:58
An: otrs@otrs.org
Betreff: [otrs] Recurring tickets?

Is there a way to create a recurring ticket? We need to schedule a task/ticket 
to be created Mon-Friday at 8am.

-Jason

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Re: [otrs] Custom Queue Ticket View

[Obee, Daniel]

I guess the easiest way to get there is to safe a search which does so. Notes 
can always be added (no ownership needed).

If you need agents to work on tickets 'owned' by other agents, I would consider 
to try the 'responsible' feature.

Greetz
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Krasznay László
Gesendet: Montag, 18. Januar 2010 08:12
An: 'User questions and discussions about OTRS.'
Betreff: Re: [otrs] Custom Queue Ticket View

Hi!

Yes it is but also no it is not!

In locked tickets other agents may not add notes or do some work for me and 
administer it. Is it possible to view not only locked tickets but all ticket 
owned by agent?

Thanks
Laszlo

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils 
Leideck - ITSM
Sent: Saturday, January 16, 2010 2:06 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Custom Queue Ticket View

Hi,

On 15.01.2010, at 14:07, Obee, Daniel wrote:

Isn't that what the 'locked tickets' are?

it is, yes ;-)

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] Im Auftrag von magicboiz

I would like to have a queue custom view that lists only the tickets owned by
the agent logged in. In thi way, an agent can hace a quick access to his own
tickets without using the search option..Like My Queues view, but
filtered with the agent tickets.

Is possible to configure OTRS to do it? Do I need to implement o code some new
procedures/modules?

Magic, please have a look at the very upper right corner of your OTRS when 
working as an Agent.
There is a Module called Locked Tickets (in english of course), this should 
fit your needs as it does show you all your locked tickets. Even more, you can 
clic on predefined filter to only see pending tickets or tickets where the 
pending time is over.

Nils Leideck

--
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Senior Consultant
nils.leid...@leidex.netmailto:nils.leid...@leidex.net
nils.leid...@otrs.commailto:nils.leid...@otrs.com

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Re: [otrs] Can I change ticket field names?

[Obee, Daniel]

Hi Garren.

You could always manipulate the language files: 
http://doc.otrs.org/developer/2.4/en/html/c772.html

Greets
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Garren 
McKelvey
Gesendet: Freitag, 15. Januar 2010 18:25
An: otrs@otrs.org
Betreff: [otrs] Can I change ticket field names?

Greetings oh gurus of great knowledge,

I'm hoping to change a few ticket names.  I'd like to call From, Service, and 
SLA something completely different.  Is there a way to change their names?

-Garren McKelvey

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Re: [otrs] Custom Queue Ticket View

[Obee, Daniel]

Isn't that what the 'locked tickets' are?

Greets, 
Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
magicboiz
Gesendet: Freitag, 15. Januar 2010 13:34
An: otrs@otrs.org
Betreff: [otrs] Custom Queue Ticket View

Hi there

I would like to have a queue custom view that lists only the tickets owned by 
the agent logged in. In thi way, an agent can hace a quick access to his own 
tickets without using the search option..Like My Queues view, but 
filtered with the agent tickets.

Is possible to configure OTRS to do it? Do I need to implement o code some new 
procedures/modules?

Best regards!!
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[otrs] AgentTicketCompose incredibly slow

[Obee, Daniel]

Hi all.

Since a couple of days, reaction on the AgentTicketCompose is incredibly slow.

It takes between 20 and 40 seconds to load the mail mask after clicking (for 
example) empty answer. The phenomenon appeared after a major crash of the 
file system in which we also lost some of the plain text articles. Maybe 
there's a relation, maybe not...

Any other requests are entirely okay in response, so we're pretty much clueless.

System running:
OTRS 2.3.3
Debian Linux
MySQL 5.0

If someone has a hint...

Thanks a lot and a happy new one

Daniel


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Re: [otrs] Closed tickets in Locked Tickets view

[Obee, Daniel]

Why not use the queue options as intended?

The idea behind it is to set the unlock time that suits the queue. 

Example:
Queue 'fast track'  is set to 1440min (a day)
Queue 'long term development' is set to 5720 (four days) 

Thus fast projects are immediately worked on by whoever and long term devs rest 
four days in one hand minimum.

I recommend to set a standard of 1440 for every new queue and adjust it if 
needed. 

Greets 

Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Pete
Gesendet: Montag, 14. September 2009 16:48
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Closed tickets in Locked Tickets view

Thanks for the hint.

Will use this aproach. Solved ;-)

--
Pete

On Mon, Sep 14, 2009 at 3:35 PM, IT easyap i...@easyap.com wrote:
 We had the same problem and we solved it with a generic agent job that
 unlock all closed tickets.

 -Original Message-
 From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Pete
 Sent: lunes, 14 de septiembre de 2009 13:47
 To: User questions and discussions about OTRS.
 Subject: [otrs] Closed tickets in Locked Tickets view

 Hi,

 being a newbie in OTRS and not being abble to find the answer i want
 to ask why when i select my Locked Tickets View i also see tickets
 that have already been closed ?

 I'm Usind OTRS 2.2.7 on Debian 5

 Thanks
 --
 Pete
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Re: [otrs] Response email address change

[Obee, Daniel]

Create a new system address and change the queue settings accordingly.

Cheers
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Emily 
Flynn
Gesendet: Freitag, 3. Juli 2009 16:11
An: otrs@otrs.org
Betreff: [otrs] Response email address change


Hi,

How can I change the email address that the is the default for responses to new 
tickets?

Thanks


Kind Regards,

Emily Flynn
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Re: [otrs] more than 6000 closed tickets

[Obee, Daniel]

Hi Leonardo

Our system has reached the 1.000.000 th ticket lately and to be honest I never 
felt the need to see _all_ closed tickets.
If so, then the database is your friend. Here you can cluster tickets by 
FreeTexts for example and so on.

Where and wherefore do you want to see them?

Greets
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Leonardo Certuche
Gesendet: Mittwoch, 24. Juni 2009 02:41
An: User questions and discussions about OTRS.
Betreff: [otrs] more than 6000 closed tickets

Hi there,

Here's a question for the ones with large implementations of OTRS. One of the 
environments I take care of have reached the 6000 closed tickets. Unfortunately 
OTRS won't show them all -only the 6000 newest. I was doing my homework and the 
research only led me to the following user's manual entry 
http://doc.otrs.org/2.4/en/html/c2632.html in which they talk about performance 
but they won't mention anything about not showing old tickets after the 6000 
limit is reached.

Has anyone faced this same situation? Any help is much appreciated!

Greetings,

Leonardo Certuche
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Re: [otrs] OTRS Reporting

[Obee, Daniel]

For any reporting take a look at the ticket_history table. There you find every 
single action done to a ticket. It's easy to generate plenty of data out of 
this.

Greets,
Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Rabindra Pandey
Gesendet: Freitag, 27. Februar 2009 16:14
An: User questions and discussions about OTRS.
Betreff: [otrs] OTRS Reporting

Hi,

I am fairly new to otrs world. I want to create a report of all tickets 
that have been untouched for last 3 days. Untouched is defined as a 
ticket which have no activity during last 3 days. Any mail sent from 
OTRS by system is not accounted as activity.

I want create report by writing mysql script and my otrs version is 1.2.3

Any help or guidance will be greatly appreciated.

Thanks
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Re: [otrs] Stat + FAQs Module + Groups

[Obee, Daniel]

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

Greets
Daniel

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

Hello

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

How do I access these please?

Caspar Kennerdale
Deputy Web Services Director

[cid:image001.jpg@01C99776.988D1E10]
[cid:image002.jpg@01C99776.988D1E10]


020 7970 4680

[cid:image003.jpg@01C99776.988D1E10]


caspar.kennerd...@centaur.co.ukmailto:youremailaddr...@centaur.co.uk

[cid:image004.jpg@01C99776.988D1E10]

www.centaur.co.ukhttp://www.centaur.co.uk/





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Re: [otrs] No such TicketID (1)!

[Obee, Daniel]

If you want to delete tickets, I'd strongly suggest to use the function of the 
generic agent. There are obviously a couple of tables you didn't catch with 
your deletion.

Greets, 
Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Grzegorz Dajuk
Gesendet: Freitag, 20. Februar 2009 16:34
An: otrs@otrs.org
Betreff: [otrs] No such TicketID (1)!

Hello

My name is Grzeslaw and I'am new to otrs.
Few weeks ago I decided to install this ticket system and tryed to 
configure. Averything goes good. I found a way to delete all tickets 
directly from the database, because unfortunetely otrs do not offer this 
function. it's  looked like this in mysql:

delete from ticket_history where id0;
delete from article_plain where id0;
delete from article where id0;
delete from ticket where id0;

And it's work nice for me.
Beside this. I wrote a simple script in Article.pm file to send sms 
message when new ticket came. All the system works nice. But, when I 
wrote a simple code to check if it's an hour befeore sms sending, it 
just crashed, and stop sending me mail notification about new tickets. I 
go back witch the configuration and it still do not send me an email 
notification. i my email logs I saw the following lines when I post a 
net ticket from customer side:

Feb 20 04:15:07 otrs OTRS-CGI-10[13812]: 
[Error][Kernel::System::Ticket::TicketGet][Line:877]: No such TicketID (1)!
Feb 20 04:15:07 otrs OTRS-CGI-10[13812]: 
[Error][Kernel::System::Ticket::TicketGet][Line:877]: No such TicketID (1)!
Feb 20 04:15:07 otrs OTRS-CGI-10[13812]: 
[Notice][Kernel::System::Ticket::TicketCreate] New Ticket 
[200902201012/HYYC] created (TicketID=37,Queue=AvaGuide,Priority=4 
high,State=new)

 This line occur many times when i post a new ticket.


What can be wrong? Iam forgot about some tables when I deleting the 
tickets from db?


-- 
Pozdrawiam
Grzegorz Dajuk
Administrator InteliWISE IT

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Re: [otrs] Editing the subject line of a ticket

[Obee, Daniel]

The ticket title can be edited in the freefields.

Greets
Daniel

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

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

regards,
patrick.

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

Good morning

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

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

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

Thanks a lot for your help

Bis


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Re: [otrs] Default priority on email tickets

[Obee, Daniel]

Get the PostMaster Filter set the Prio at -- Sender contains '@'.

Greets
Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Deon 
van der Merwe
Gesendet: Montag, 9. Februar 2009 13:54
An: otrs@otrs.org
Betreff: [otrs] Default priority on email tickets

Hi,

We changed the priority names from the default to our own values.  When 
a email ticket is read via POP3 it is looking for a specific priority 
name: 3 normal.  How can I make the POP3 import use another priority name?


Mon Feb 9 14:26:02 2009 error   OTRS-PMAccount-10   POP3: Can't 
process mail, see log sub system 
(/opt/otrs/var/spool/problem-email-09b8141d6e2f5f7593ec07c964dfe906, 
report it on http://bugs.otrs.org/)!
Mon Feb 9 14:26:02 2009 error   OTRS-PMAccount-10   No PriorityID 
(invalid Priority Name?)!
Mon Feb 9 14:26:02 2009 error   OTRS-PMAccount-10   No Priority for 
3 
normal found!

-- 

-Deon
_
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Re: [otrs] Create ticket from external app

[Obee, Daniel]

Depending on your setup (app has direct access to otrs server) you could pipe 
the mail directly into the Postmaster. There's no need to take the way across 
the company's mail server. Then the response should be realtime.

Still sounds easier than fiddling around with the API.

Greets
d

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Tim 
Squires
Gesendet: Freitag, 6. Februar 2009 16:14
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Create ticket from external app

Thanks Leonardo,Torsten and Daniel

I've tried the email solution and it works ok.  The users don't like
it because the polling on the mail server can leave them (and the
customer) waiting for a minute or so - company email server, nothing I can
do.

I think the RPC/SOAP interface looks the most optimistic.  I'm just
starting to create a simple API based on the RPC.  Once it's done and
tested here, I'll see if I can release it in case anyone else would find
it useful.

Thanks again,
Tim

 Easiest would be to create an email with the proper X-OTRS-Headers
already set. Thus you can fill in whatever fields needed with whatever
data you have in the interface.

 Greets
 Daniel

 -Ursprüngliche Nachricht-
 Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von
Tim Squires
 Gesendet: Donnerstag, 5. Februar 2009 21:39
 An: otrs@otrs.org
 Betreff: [otrs] Create ticket from external app

 Hi,

 After digging round for a few hours, I've not found a solution and was
wandering if anyone here could help

 We have a java based web application and OTRS, both used by the call
centre.  Currently they have to switch from one application to the other
when raising tickets and fill in all the the details again.  We would
like the java app to be able to create customers and tickets on OTRS.

 I've messed around with the email interface but that's not ideal because
we want the call centre to be able to click a button on the java app and
it take them to a ticket page on OTRS with all the fields already
filled.

 The perfect solution would be an http api for a web service.

 Could someone please either point me to an api I have missed or put me
out of my misery?

 Thanks for your help,
 Tim



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Re: [otrs] Create ticket from external app

[Obee, Daniel]

Easiest would be to create an email with the proper X-OTRS-Headers already set. 
Thus you can fill in whatever fields needed with whatever data you have in the 
interface.

Greets
Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Tim 
Squires
Gesendet: Donnerstag, 5. Februar 2009 21:39
An: otrs@otrs.org
Betreff: [otrs] Create ticket from external app

Hi,

After digging round for a few hours, I've not found a solution and was
wandering if anyone here could help

We have a java based web application and OTRS, both used by the call
centre.  Currently they have to switch from one application to the other
when raising tickets and fill in all the the details again.  We would like
the java app to be able to create customers and tickets on OTRS.

I've messed around with the email interface but that's not ideal because
we want the call centre to be able to click a button on the java app and
it take them to a ticket page on OTRS with all the fields already filled.

The perfect solution would be an http api for a web service.

Could someone please either point me to an api I have missed or put me out
of my misery?

Thanks for your help,
Tim



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Re: [otrs] Select All function

[Obee, Daniel]

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

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

Greets
Daniel

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

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

Is there a way of selecting all?

Thank you

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Re: [otrs] supplier / partner case number

[Obee, Daniel]

Hi Frans

We had a similar problem and used a small script to add the X-OTRS header to 
the email before piping it to the postmaster.

The script does a lookup for the mail address in the customer db and adds the 
X-OTRS-FreeKey and FreeText to the Mail-header. Works like charm.

Greets,
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Frans 
Stekelenburg
Gesendet: Mittwoch, 28. Januar 2009 15:12
An: otrs@otrs.org
Betreff: [otrs] supplier / partner case number

Hi,

I would like to add a field where the ticket/case number of the other party 
(customer/partner/supplier), and it would be superb if the postmaster mail 
could subtract it automatically (probably requires heavy coding).

The case reference field I assume could be added through SysConfig as FreeText. 
Been struggling with this, how to go about and add an additional field (that 
could be entered/modified)?

Perhaps anybody is using a similar field?


gr,
Frans

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Re: [otrs] Queue Responses

[Obee, Daniel]

Hi Jeffrey.

The basic Mail Format is set in the Ticket::Frontend::ResponseFormat:

If you got questions of this kind, try searching the SysConfig. You'll be 
surprise what else comes up ;0)

Greets
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Jeffrey Friedman
Gesendet: Montag, 26. Januar 2009 22:40
An: otrs@otrs.org
Betreff: [otrs] Queue Responses

I've created two responses and associated them with my queue.  Both of them are 
blank.  However, regardless of which response I choose when Compose Answer 
(email), I always get text in the body of my response like:


Dear username,

 previous customer email info...
 previous customer email info...
 previous customer email info...


It's almost like there are still OTRS tags (like OTRS_UserFirstname and 
OTRS_UserLastname) in the response, but I can't find them.  Any suggestions?

Thanks,
Jeffrey


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Re: [otrs] RES: How to set default Ticket Owner

[Obee, Daniel]

Though I don't see any reason to do so (check the my queue function on that 
account), you could do so by adding a PostmasterFilter setting accordingly. But 
really, check if that makes sense at all. What about an agent being on holidays 
or such? The purpose of a queue is to provide a multi-access 'mailbox' kinda 
thing - if you set the owner it's the same as having a private mail.

Cheers
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Camilo 
Vieira
Gesendet: Dienstag, 27. Januar 2009 15:23
An: User questions and discussions about OTRS.
Betreff: [otrs] RES: How to set default Ticket Owner

Hi,

Does anyone know how can I set the default ticket owner foreach queue?

Thanks,

Camilo Vieira * Coordenador de Infra-estrutura de redes
Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e 
BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001

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Re: [otrs] RES: RES: How to set default Ticket Owner

[Obee, Daniel]

Sounds to me as if you mixed up responsible (should be your project manager as 
the guy in charge) and owner (the agent who actually works the ticket), but 
since I don't work with responsibilities (in OTRS that is) I'm not sure.

You can set the owner by using the User-Agent attribute in a PostmasterFilter 
(at least I think so, since I couldn't find anything about the attribute that 
fast)

Greets
DAniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Camilo 
Vieira
Gesendet: Dienstag, 27. Januar 2009 17:09
An: User questions and discussions about OTRS.
Betreff: [otrs] RES: RES: How to set default Ticket Owner

Daniel,

I mistyped the meaning of the question. I need to know the follow scenario: 
someone open a ticket, it goes straight to the default owner. After the owner 
analyses, he find out one of the agents (I have already listed the agents) will 
be responsible for the ticket resolution and want to delegate the 
TicketResponsible feature, without changing the owner. Just to clarify, I 
have a ticket's owner (project manager) who is supposed to delegate the ticket 
responsibility to one of my agents (such as departments), but he must always be 
the owner and be able to follow up and close the case since the manager is the 
tip down to talk to the client.

Can you help me, please?

Thanks in advance.

Camilo Vieira * Coordenador de Infra-estrutura de redes
Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e 
BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001

De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Em nome de Obee, Daniel
Enviada em: terça-feira, 27 de janeiro de 2009 13:04
Para: User questions and discussions about OTRS.
Assunto: Re: [otrs] RES: How to set default Ticket Owner

Though I don't see any reason to do so (check the my queue function on that 
account), you could do so by adding a PostmasterFilter setting accordingly. But 
really, check if that makes sense at all. What about an agent being on holidays 
or such? The purpose of a queue is to provide a multi-access 'mailbox' kinda 
thing - if you set the owner it's the same as having a private mail.

Cheers
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Camilo 
Vieira
Gesendet: Dienstag, 27. Januar 2009 15:23
An: User questions and discussions about OTRS.
Betreff: [otrs] RES: How to set default Ticket Owner

Hi,

Does anyone know how can I set the default ticket owner foreach queue?

Thanks,

Camilo Vieira * Coordenador de Infra-estrutura de redes
Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e 
BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001

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Re: [otrs] how to change compose answer From email address

[Obee, Daniel]

Hi Aung.

You've got to enter a valid mail address as system address and then assign it 
to the queue in question.

Greets
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Aung 23
Gesendet: Dienstag, 20. Januar 2009 20:03
An: otrs@otrs.org
Betreff: [otrs] how to change compose answer From email address

Hi,

I am new to otrs and just installed it. When I receive the ticket and try to 
use compose answer, From: field is with OTRS System o...@localhost * invalid 
o...@localhost (no mail exchanger (mx) found!)!  I do not know where to change 
that o...@localhost to valid From email address. Can anyone guide me where to 
change?
Thanks and regards,
Aung
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Re: [otrs] customise priority by queue

[Obee, Daniel]

You can limit possible priorities for different queues with an ACL in the 
config.pm. See the manual and FAQ for details.

Greets
Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von startx
Gesendet: Donnerstag, 15. Januar 2009 18:01
An: otrs@otrs.org
Betreff: [otrs] customise priority by queue

Hello All,


Mee to, I was playing just for doing some test but I need to customise 
Priority for some queues.I want to create some queues with different 
priorities
ex:

Queue |Priority
   |
hardware |1,2,3,4,5
software instalation   |1,2
account creation   |2,3,4


Does anyone give me some clues to do that ?

Thank you in advance.

M. Martin 

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Re: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers?

[Obee, Daniel]

If you don't want to have the agents answer out of a queue, simply remove the 
empty answer off that queue. No answer - no mail. You could as well fiddle 
around with ACLs and stuff, but I guess this would be the simplest opion. Move 
them into 2nd level queues and back when solved.

I had a system running where we used the split option. This was practical for a 
scenario where the customer never had to be informed about the outcome of a 2nd 
level task. 1st level took care about the customer - 2nd level solved the 
reported bug/error.

Greets
Daniel


Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Christian Weiß
Gesendet: Freitag, 16. Januar 2009 09:13
An: otrs@otrs.org
Betreff: [otrs] how to handle internal tickets? 2nd level may not communicate 
with end customers?


Hello,

we are using OTRS for the communication with our end customers (Helpdesk = 1st 
Level Support) as well as for our internal communications (Accounting, 
Websites, ... = 2nd Level Support).

Consider the following scenario:

-   An end customer sends a request to our Helpdesk. (Example: I get an 
error XYZ on the web page)

-   The helpdesk agent cannot answer this request and has to pass this 
problem to the 2nd Level Queue Websites.

-   The Websites agent is not allowed to communicate directly to the end 
customer! He may only answer back to the Helpdesk agent.

-   So the Websites agent reports to the helpdesk agent when the problem 
is marked as solved

-   The helpdesk agent sends an info to the end customer

So this is my question:

How can I setup the OTRS system in a way, that only 1st level support agents 
are allowed to communicate with end customers. If there's a need for escalation 
to 2nd level support, the agent from this queue must not communicate directly 
with the end customer. He may only communicate with the 1st level support agent.

I tried following approaches:

1.) Move tickets

=

The helpdesk agent moves the ticket to the 2nd level queue and attaches a 
note with additional infos. The 2nd level agent answers to the 1st level by 
moving the ticket back to the 1st level queue and attaching a note.

Positive:

all the communication is in one ticket.

Negative:

if the 2nd level agent (unintentionally) clicks on Answer, he communicates 
with the end customer. But this must not happen!

Also, you can't clearly see in the ticket, which notes were written by 1st 
level and which by 2nd level.

2.) Split tickets

=

The helpdesk agent splits the ticket and sets his own personal email address 
as sender. he selects the 2nd level queue as target queue and modifies the 
body. The 2nd level now gets a new ticket and communicate only with the 
helpdesk agent.

Positive:

2nd level is not able to communicate with end customers.

Negative:

The 1st level agent sees the ticket as a child ticket in his 1st level ticket. 
But he is not allowed to see the details of the ticket, unless I give the 
helpdesk complete read access to the 2nd level.

The 1st level agent has to communicate with the 2nd level through his mail 
client because he set his own email address as sender. So the helpdesk has to 
use two different systems (otrs and personal mail account)

1st level agent has to manually change the sender-address in the split ticket 
view. If he forgets this, the end customer is set as the sender of the new 
ticket.

And some other annoying problems.


I'm not happy with both approaches. (neither is my boss *g*) How do you handle 
this scenario? Thanks for any hints and tricks!

With best regards,
Christian Weiss
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Re: [otrs] OTRS reporting

[Obee, Daniel]

The easiest way is to use Toad (Freeware), build a statement as needed and 
export it as excel sheet with pivot table. Toad automatically inserts the ODBC 
connection, so you can update the data in the file.

Another way is to install an ODBC driver on your computer and manually add the 
ODBC information and statements in the sheets.

Can't really go into details here because this is a complex topic. Refer to MS 
for more information on ODBC and try Toad. Nice tool anyway...

Greets
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Trasschaert Karl
Gesendet: Freitag, 16. Januar 2009 09:40
An: otrs@otrs.org
Betreff: Re: [otrs] OTRS reporting

Hi,

Thx for the info,

Could you send more info how to do Excel-Art with ODBC ??

Thx in advance.

Karl

From: o...@myhammer.de
To: otrs@otrs.org
Date: Thu, 15 Jan 2009 17:58:29 +0100
Subject: Re: [otrs] OTRS reporting
An honest word: skip the stats and do some Excel-Art with ODBC...

Greets
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Trasschaert Karl
Gesendet: Donnerstag, 15. Januar 2009 17:38
An: otrs@otrs.org
Betreff: [otrs] OTRS reporting

Hi,

I would like to create stats or reporting about Nubers of ticket 
Answered/Closed in the sla times.%in the sla time ans % out of the sla times.
And stats about new to open and new to closed time.
 Can someone help me to make the configuration of the stat module ?

I also have a problem, i cannot make graphics with the stats module, what can 
be wrong with my config ?

Thanks in advance

Karl

Vous pouvez désormais lire tous vos comptes e-mails à un endroit. Gagnez du 
temps grâce à Windows Live 
!http://www.microsoft.com/windows/windowslive/default.aspx


Vos emails et contacts Messenger vous suivent partout 
!http://www.windowslivemobile.msn.com/?mkt=fr-be
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Re: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers?

[Obee, Daniel]

In this case I'd recommend to go with different queues for internal requests. 
You might want the internal inquirers to get informed about progression of 
their tasks and maybe even have them use the customer interface - but maybe not 
for the external customers.

The 'move back in just one queue' is possible with a ticket ACL in the 
config.pm.

If not a simple work instruction perhaps gets you further than a system 
restriction. Depending on how many people work in 2nd level, it could be done 
by just telling them not to send emails to external customers?!

Greets
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Christian Weiß
Gesendet: Freitag, 16. Januar 2009 10:05
An: 'User questions and discussions about OTRS.'
Betreff: Re: [otrs] how to handle internal tickets? 2nd level may not 
communicate with end customers?

Hello,

Thank you very much for this tip!

Unfortunately, I think that's not an option. We also have a workflow wherein 
internal employees (which are not otrs agents) can send emails directly to the 
2nd level queue, so we need the answers-possibility.

I could add a queue Websites::From Helpdesk wherein I remove the answers, 
but that seems a little bit weird for me too, because I need to create another 
queue for every 2nd level main queue. And I also have to restrict this queues 
in a way that they can only move the tickets back to the 1st level queue and 
not to any other queue, where we again have the answers problem.

Isn't my scenario a common workflow? I really like OTRS in terms of end user 
communication, but we are some experiencing problems in terms of internal 
communications. (this scenario, internal tickets from agents, ...)

Any other suggestions?

Thanks in advance,
Christian

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Obee, 
Daniel
Gesendet: Freitag, 16. Jänner 2009 09:38
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] how to handle internal tickets? 2nd level may not 
communicate with end customers?

If you don't want to have the agents answer out of a queue, simply remove the 
empty answer off that queue. No answer - no mail. You could as well fiddle 
around with ACLs and stuff, but I guess this would be the simplest opion. Move 
them into 2nd level queues and back when solved.

I had a system running where we used the split option. This was practical for a 
scenario where the customer never had to be informed about the outcome of a 2nd 
level task. 1st level took care about the customer - 2nd level solved the 
reported bug/error.

Greets
Daniel


Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Christian Weiß
Gesendet: Freitag, 16. Januar 2009 09:13
An: otrs@otrs.org
Betreff: [otrs] how to handle internal tickets? 2nd level may not communicate 
with end customers?


Hello,

we are using OTRS for the communication with our end customers (Helpdesk = 1st 
Level Support) as well as for our internal communications (Accounting, 
Websites, ... = 2nd Level Support).

Consider the following scenario:

-   An end customer sends a request to our Helpdesk. (Example: I get an 
error XYZ on the web page)

-   The helpdesk agent cannot answer this request and has to pass this 
problem to the 2nd Level Queue Websites.

-   The Websites agent is not allowed to communicate directly to the end 
customer! He may only answer back to the Helpdesk agent.

-   So the Websites agent reports to the helpdesk agent when the problem 
is marked as solved

-   The helpdesk agent sends an info to the end customer

So this is my question:

How can I setup the OTRS system in a way, that only 1st level support agents 
are allowed to communicate with end customers. If there's a need for escalation 
to 2nd level support, the agent from this queue must not communicate directly 
with the end customer. He may only communicate with the 1st level support agent.

I tried following approaches:

1.) Move tickets

=

The helpdesk agent moves the ticket to the 2nd level queue and attaches a 
note with additional infos. The 2nd level agent answers to the 1st level by 
moving the ticket back to the 1st level queue and attaching a note.

Positive:

all the communication is in one ticket.

Negative:

if the 2nd level agent (unintentionally) clicks on Answer, he communicates 
with the end customer. But this must not happen!

Also, you can't clearly see in the ticket, which notes were written by 1st 
level and which by 2nd level.

2.) Split tickets

=

The helpdesk agent splits the ticket and sets his own personal email address 
as sender. he selects the 2nd level queue as target queue and modifies the 
body. The 2nd level now gets a new ticket and communicate only with the 
helpdesk agent.

Positive:

2nd level is not able to communicate with end customers.

Negative:

The 1st level agent sees the ticket as a child ticket in his 1st level ticket

Re: [otrs] customise priority by queue

[Obee, Daniel]

Oh, that's a different piece of cake. Didn't know you're talking about the 
customer interface - of which I don't know too much...

Sorry,
Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von startx
Gesendet: Freitag, 16. Januar 2009 16:45
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] customise priority by queue

Hello again ;)

Hide the priority fields for a specific queue in the customer interface is 
enough for me if Acl doesn't work?

Any sugestion is welcome.

Greets


M . Martin

- Original Message - 
From: startx o...@startx.biz
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Friday, January 16, 2009 1:50 PM
Subject: Re: [otrs] customise priority by queue


Hello,

Thanks Daniel,

I've tested it and add the following lines in my /etc/otrs/Kernel/Config.pm
(Debian package)


  #   End of your own config options!!!  #
#  #
#  #
#  #
# ticket acl
$Self-{TicketAcl}-{'ACL-test'} = {
# match properties
Properties = {
# current ticket match properties
Ticket = {
Queue = ['Developer Support'],
}
},
   # return possible options (white list)
PossibleNot = {
# possible ticket options (white list)
Ticket = {
   Priority = ['2 sévère', '3 critique (Elodia24)'],
},
},
};

But unfortunately, It doesn't work. By customer web interface, I can create
ticket in Developer Support queue with priority 2 sévère
What's Did I do wrong ??

Thanks

M. Martin

- Original Message - 
From: Obee, Daniel o...@myhammer.de
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Friday, January 16, 2009 9:12 AM
Subject: Re: [otrs] customise priority by queue


You can limit possible priorities for different queues with an ACL in the
config.pm. See the manual and FAQ for details.

Greets
Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von
startx
Gesendet: Donnerstag, 15. Januar 2009 18:01
An: otrs@otrs.org
Betreff: [otrs] customise priority by queue

Hello All,


Mee to, I was playing just for doing some test but I need to customise
Priority for some queues.I want to create some queues with different
priorities
ex:

Queue |Priority
   |
hardware |1,2,3,4,5
software instalation   |1,2
account creation   |2,3,4


Does anyone give me some clues to do that ?

Thank you in advance.

M. Martin

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Re: [otrs] OTRS reporting

[Obee, Daniel]

An honest word: skip the stats and do some Excel-Art with ODBC...

Greets
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Trasschaert Karl
Gesendet: Donnerstag, 15. Januar 2009 17:38
An: otrs@otrs.org
Betreff: [otrs] OTRS reporting

Hi,

I would like to create stats or reporting about Nubers of ticket 
Answered/Closed in the sla times.%in the sla time ans % out of the sla times.
And stats about new to open and new to closed time.
 Can someone help me to make the configuration of the stat module ?

I also have a problem, i cannot make graphics with the stats module, what can 
be wrong with my config ?

Thanks in advance

Karl

Vous pouvez désormais lire tous vos comptes e-mails à un endroit. Gagnez du 
temps grâce à Windows Live 
!http://www.microsoft.com/windows/windowslive/default.aspx
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Re: [otrs] multiple installation linked together

[Obee, Daniel]

Hi.

The genuine purpose of a ticket system is to provide handling of 
interdepartment requests. So why not one installation and a proper queue setup 
with specific access permissions? I don't get the point where you need a 
separate installation.

Greetz
Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Marco 
Vannini
Gesendet: Mittwoch, 14. Januar 2009 12:09
An: User questions and discussions about OTRS.
Betreff: [otrs] multiple installation linked together

Hi all,

I would like to know your opinion about having multiple installation
that can communicates each other. The motivation is that otrs, in our
case, is used for interdepartment requests and every department would
like to manage its queue, agent and other (time accounting specially).
So my idea is to have one otrs where requests are created, than, if we
have to delegate some opration to other, we put the ticket in pending
and in some way it goes via mail to the other otrs and so on up to a
final mail returning to us that close or reopen the ticket for its
final step.


There is other way to do that ? there is some tool for integrates many
otrs installation ? it could be a future request having a super
account that manage all the sub installation ?  what do think ?

Thank you in advance.

MV
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Re: [otrs] multiple installation linked together

[Obee, Daniel]

In such a huge enviroment it would absolutely make sense to have a dedicated 
admin who takes care the ticket system (OTRS or not) works as intended 
worldwide. Thus I don't see the merits of a multi-instance setup. Better to 
have a good chat with the different departments and create a substantial system.

My last setup was a 4 Dept + 2 external call centre setup (ca. 200 agents in 3 
companies and two countries) and it was merely a 2-3h/day job to maintain the 
thing. Worked out pretty well though.

Greetz
Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Marco 
Vannini
Gesendet: Mittwoch, 14. Januar 2009 12:43
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] multiple installation linked together

You are right...

in my case you loose the state of the ticket too that is really bad...
but in a large environment could be usefull having at least some
delegated admin that manage at least groups of agents and/or clients
or other. Than, there could be global queue and intra/specific
queue/configuration.
Try to think at a worldwide company usage where tester are in Romania,
develop in India, application support in Italy and dba in Spain and so
on... tester open me (application support) a ticket for a fault, than,
after my analisys I need to send it to Spain (dba) where I don't know
how they wants to be organized, so, since I see that the ticket is in
Spain for me its ok but I cannot manage their conf.


An oEtrs (Open Enterprise Ticket Request System) ?  :D :D



On Wed, Jan 14, 2009 at 12:14 PM, Obee, Daniel o...@myhammer.de wrote:
 Hi.

 The genuine purpose of a ticket system is to provide handling of 
 interdepartment requests. So why not one installation and a proper queue 
 setup with specific access permissions? I don't get the point where you need 
 a separate installation.

 Greetz
 Daniel

 -Ursprüngliche Nachricht-
 Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
 Marco Vannini
 Gesendet: Mittwoch, 14. Januar 2009 12:09
 An: User questions and discussions about OTRS.
 Betreff: [otrs] multiple installation linked together

 Hi all,

 I would like to know your opinion about having multiple installation
 that can communicates each other. The motivation is that otrs, in our
 case, is used for interdepartment requests and every department would
 like to manage its queue, agent and other (time accounting specially).
 So my idea is to have one otrs where requests are created, than, if we
 have to delegate some opration to other, we put the ticket in pending
 and in some way it goes via mail to the other otrs and so on up to a
 final mail returning to us that close or reopen the ticket for its
 final step.


 There is other way to do that ? there is some tool for integrates many
 otrs installation ? it could be a future request having a super
 account that manage all the sub installation ?  what do think ?

 Thank you in advance.

 MV
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Re: [otrs] RES: RES: How to use the roles

[Obee, Daniel]

Depends on how many users and roles you have. I prefer to add users to roles 
solely, but I have to deal with a lot of different user types.

Whatever you choose, don't mix the two since you'll find yourself in a big mess 
quickly.

Your other question: you can add types in the admin interface [type]. Using 
postmaster filters, you can set the X-OTRS-Type for the different 
customers/usecases.

Greets
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Camilo 
Vieira
Gesendet: Donnerstag, 8. Januar 2009 18:26
An: User questions and discussions about OTRS.
Betreff: [otrs] RES: RES: How to use the roles

Daniel,

I was wondering to know if is better add the users within the groups or roles.

Thanks!

Camilo Vieira * Coordenador de Infra-estrutura de redes
Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e 
BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001

De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Em nome de Obee, Daniel
Enviada em: terça-feira, 6 de janeiro de 2009 15:14
Para: User questions and discussions about OTRS.
Assunto: Re: [otrs] RES: How to use the roles

There are many ways to organize such small of a setup. I'd have around 80.000 
queues if I did so ;) But for your deeds it might be the perfect way to go.

If your staff is small, then an 'all access' philosophy might be best, people 
can still organize themselves by choosing 'My Queues' according to their 
working fields.

Greets
d

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Camilo 
Vieira
Gesendet: Dienstag, 6. Januar 2009 17:24
An: User questions and discussions about OTRS.
Betreff: [otrs] RES: How to use the roles

Daniel,

Thanks for your help!

I have a handful of clients and I intend to create one queue and one group for 
each, create the role Service Desk and Problem Management and then assign 
the staff to these roles. After, I want to set the permissions within role to 
each group.

What do you think about it?

Thanks!

Camilo Vieira * Coordenador de Infra-estrutura de redes
Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e 
BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001

De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Em nome de Obee, Daniel
Enviada em: terça-feira, 6 de janeiro de 2009 12:16
Para: User questions and discussions about OTRS.
Assunto: Re: [otrs] How to use the roles

If you are dealing with roles, the setup should be:

User
-- is member of --
Role
-- has certain rights to different --
groups
--which contain--
queues and/or
generic groups to steer access rights such as admin permissions

(I'd prefer a 1:1 relation between groups and queues not to get totally
nuts.)

So, a setup could be:
Queue Q_1 is associated with Group G_1
Queue Q_2 is associated with Group G_2
Queue Q_3 is associated with Group G_3
permission to FAQ admin is associated with group faq_admin

Role R_1 has r/w rights to G_1 and G_2
Role R_2 has r/w rights to G_3 and faq_admin

All staff is member of R_1
Admin is member of R_1 and R_2

Hope that helps!

Greetz,
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Camilo 
Vieira
Gesendet: Dienstag, 6. Januar 2009 14:44
An: otrs@otrs.org
Betreff: [otrs] How to use the roles

Dears,

I have been trying to understand how can I use the roles in OTRS.

I'm not being able to understand the example from admin guide.

Somebody can help me with some real situation?

Thanks!

Camilo Vieira * Coordenador de Infra-estrutura de redes
Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e 
BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001

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Re: [otrs] Limit Queue Access

[Obee, Daniel]

You can only limit access to groups - thus you'll have to create special groups 
for the queues and address them to the agents directly or via roles.

You might wanna take a look at my mail Re: [otrs] How to use the roles from 
6th of January.

Greets,
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Weindel Frank
Gesendet: Mittwoch, 7. Januar 2009 19:07
An: otrs@otrs.org
Betreff: [otrs] Limit Queue Access

Hi all,

I was wondering if there was a way to assign access limits for certain queues, 
I looked around and can't seem to find it. We have a queue which will 
potentially hold important private information on our clients, and we only want 
certain users/groups to be able to view/create tickets in that queue. Any help 
would be appreciated.

Thank you,

Frank Weindel
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Re: [otrs] How to use the roles

[Obee, Daniel]

If you are dealing with roles, the setup should be:

User
-- is member of --
Role
-- has certain rights to different --
groups
--which contain--
queues and/or
generic groups to steer access rights such as admin permissions

(I'd prefer a 1:1 relation between groups and queues not to get totally
nuts.)

So, a setup could be:
Queue Q_1 is associated with Group G_1
Queue Q_2 is associated with Group G_2
Queue Q_3 is associated with Group G_3
permission to FAQ admin is associated with group faq_admin

Role R_1 has r/w rights to G_1 and G_2
Role R_2 has r/w rights to G_3 and faq_admin

All staff is member of R_1
Admin is member of R_1 and R_2

Hope that helps!

Greetz,
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Camilo 
Vieira
Gesendet: Dienstag, 6. Januar 2009 14:44
An: otrs@otrs.org
Betreff: [otrs] How to use the roles

Dears,

I have been trying to understand how can I use the roles in OTRS.

I'm not being able to understand the example from admin guide.

Somebody can help me with some real situation?

Thanks!

Camilo Vieira * Coordenador de Infra-estrutura de redes
Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e 
BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001

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Re: [otrs] RES: How to use the roles

[Obee, Daniel]

There are many ways to organize such small of a setup. I'd have around 80.000 
queues if I did so ;) But for your deeds it might be the perfect way to go.

If your staff is small, then an 'all access' philosophy might be best, people 
can still organize themselves by choosing 'My Queues' according to their 
working fields.

Greets
d

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Camilo 
Vieira
Gesendet: Dienstag, 6. Januar 2009 17:24
An: User questions and discussions about OTRS.
Betreff: [otrs] RES: How to use the roles

Daniel,

Thanks for your help!

I have a handful of clients and I intend to create one queue and one group for 
each, create the role Service Desk and Problem Management and then assign 
the staff to these roles. After, I want to set the permissions within role to 
each group.

What do you think about it?

Thanks!

Camilo Vieira * Coordenador de Infra-estrutura de redes
Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e 
BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001

De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Em nome de Obee, Daniel
Enviada em: terça-feira, 6 de janeiro de 2009 12:16
Para: User questions and discussions about OTRS.
Assunto: Re: [otrs] How to use the roles

If you are dealing with roles, the setup should be:

User
-- is member of --
Role
-- has certain rights to different --
groups
--which contain--
queues and/or
generic groups to steer access rights such as admin permissions

(I'd prefer a 1:1 relation between groups and queues not to get totally
nuts.)

So, a setup could be:
Queue Q_1 is associated with Group G_1
Queue Q_2 is associated with Group G_2
Queue Q_3 is associated with Group G_3
permission to FAQ admin is associated with group faq_admin

Role R_1 has r/w rights to G_1 and G_2
Role R_2 has r/w rights to G_3 and faq_admin

All staff is member of R_1
Admin is member of R_1 and R_2

Hope that helps!

Greetz,
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Camilo 
Vieira
Gesendet: Dienstag, 6. Januar 2009 14:44
An: otrs@otrs.org
Betreff: [otrs] How to use the roles

Dears,

I have been trying to understand how can I use the roles in OTRS.

I'm not being able to understand the example from admin guide.

Somebody can help me with some real situation?

Thanks!

Camilo Vieira * Coordenador de Infra-estrutura de redes
Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e 
BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001

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Re: [otrs] Agent Notification

[Obee, Daniel]

Did you make sure the queue is marked as 'My Queue' in preferences?

Greez
d

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Aysel 
Pamuk
Gesendet: Montag, 5. Januar 2009 09:06
An: otrs@otrs.org
Betreff: [otrs] Agent Notification

Hello,
I cannot receive any  agent notification e-mail when a new ticket is created in 
one of the agent's queues.
I have upgraded OTRS to 2.3.3.
 Also I set
Preferences-New Ticket Notification to  YES.
I searched for the otrs archive and found the bug 977 :

http://bugs.otrs.org/show_bug.cgi?id=977

I made all the necessary changes but I cannot still receive the agent 
notification e-mail.

I would like to be sure if the bug 977 is fixed in release 2.3.3.

Thanks in advance,
Aysel
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Re: [otrs] How to categorize Tickets - Analyze spent time on categories

[Obee, Daniel]

Hi Mario

There are different ways to categorize tickets:

- the easiest and most common: Use different queues
- the typical: use ticket type to define the category
- the most complex and deepest: define a set of freefields that hold the 
categories and maybe subcategories

Time accounting is a little tricky if not done by hand (leave the work time in 
the ticketfreetime). The problem is a non-OTRS problem: How do I avoid 
measuring time in which the ticket was open but waited for input from an 
employee who sat in a meeting next door? 

Greets
Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
m...@bortal.de
Gesendet: Donnerstag, 18. Dezember 2008 15:49
An: otrs@otrs.org
Betreff: [otrs] How to categorize Tickets - Analyze spent time on categories

Hello List,

i would like to Categorize my tickets in order to find out how much
time we spend on Ticket Categories.
E.g. i want to know how much time we spend with Network-Support,
Development or Telephone Calls.

Is there a way to put Tickets into categories an then analyze how much
time we spent on it? (in order to see where the fricking time is going ;)

Cheers,
Mario

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Re: [otrs] merging tickets leaves old ticket

[Obee, Daniel]

Hi Amedee

OTRS in this case does nothing but work as intended. The old ticket must be 
left in the data base for

a) revision causes and 
b) as a reference for searches.

How else are you gonna find the merged ticket if you only got the ticket# of 
the emptied one?

Since 'merged' is a state (type 'closed') on its own, it's easy to exclude 
merged tickets from queries anyway. So where do you find those tickets 
'displayed'? 

Greez
Daniel

-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Amedee 
Van Gasse
Gesendet: Dienstag, 16. Dezember 2008 19:07
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] merging tickets leaves old ticket

On Thu, November 27, 2008 10:57, Amedee Van Gasse wrote:
 On Mon, November 3, 2008 16:53, Ugo Bellavance wrote:
 Amedee Van Gasse a écrit :
 On Mon, November 3, 2008 15:20, Ugo Bellavance wrote:
 Amedee Van Gasse a écrit :
 Hello,

 When I merge one ticket into the other, the old ticket is changed to:
 (for example)


 Merged Ticket 200810211024 to 200810211015.


 OTRS version is 2.3.2.

 Is this normal behavior? I have used OTRS in the past, and then it
 didn't leave any trace of the old ticket after a merge. (except of
 course in the new ticket)

 If this can be turned off, how does that work?
 I agree... I think that once it is merged, the contents of the source
 ticket should be copied in the destination ticket and the source
 ticket
 should not be displayed anymore.

 Ugo

 Thank you Ugo.
 So now my question is: how can I make OTRS work that way?

 I guess the best way would be to create a bug in the bugzilla...

 Hello,

 I reported a bug in the bugzilla on 7/11, what should I do next?

http://bugs.otrs.org/show_bug.cgi?id=3437

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Re: [otrs] Followup priority change

[Obee, Daniel]

Try the PostMaster Filter 'X-OTRS-FollowUp-Priority'. It reacts on any kind of 
FollowUps, but maybe it's exactly what you need?

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Michael Bonnice
Gesendet: Dienstag, 16. Dezember 2008 23:05
An: otrs@otrs.org
Betreff: [otrs] Followup priority change

Hi All,

Hoping someone can help me. I am wanting ticket priorities to change when a 
customer replies to an auto reply message send from OTRS. That is, when a 
customer first receives an auto reply after raising a new ticket and then 
replies to that ticket I want to the priority to change to a higher level. I 
have worked how to set ticket priorities when they are first raised but do not 
how to get them to automatically change after a followup.

I have looked at the PostMaster filters and GenericAgent functions but they do 
not seem to offer a solution. Anyone have any ideas?

Regards,

Michael


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Re: [otrs] Otrs ispell/aspell on Windows

[Obee, Daniel]

The new browser generation comes with much better spell checking options than 
otrs ever had. The spell checker thus is pretty obsolete anyway...

I'd just switch off the whole thing and work with whatever Firefox  Co. come 
with.

Greez
Daniel

-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Horacio Hoyos
Gesendet: Donnerstag, 4. Dezember 2008 23:37
An: otrs@otrs.org
Betreff: [otrs] Otrs ispell/aspell on Windows

Hello,

I am relatively new to OTRS and perl. I have been configuring a OTRS
installation on a Windows 2003 Server, doing some tests and understanding
how it all works together. My latest tests are about ispell/aspell and
spellcheking option. I have changed Confing.pm to add Aspell Support:

$Self-{SpellCheckerBin} = 'C:/Archivos de programa/Aspell/bin/aspell.exe';
$Self-{SpellCheckerDictDefault} = 'es';

 $Self-{PreferencesGroups}-{SpellDict} = {
 Module = 'Kernel::Output::HTML::PreferencesGeneric',
 Colum = 'Other Options',
 Label = 'Spelling Dictionary',
 Desc = 'Select your default spelling dictionary.',
 Data = {
#dict = frontend (aspell)
 'en' = 'Ingles',
 'es' = 'Español',
 },
 PrefKey = 'UserSpellDict',
 Prio = 5000,
 Activ = 1,
 };

But when I open a message for composing and click on the Spell Checker the
spell checking window opens but the text is not checked. I did some tests on
the Spelling.pm file and tracked down the malfunction to (line 167):

...
if (open (SPELL, $Self-{SpellChecker}  $TmpFile |)) {
my $Output = '';
my %Data = ();
my $Lines = 1;
my $CurrentLine = 0;
$Self-{LogObject}-Log(
Priority = 'notice',
Message = SPELL $Self-{SpellChecker},
);
while (my $Line = SPELL) {*- THIS LINE
...

The condition in the while never returns true. I have made some tests and
verified the TmpFile is filled, so it seems it has to do something with the
piping on line 157 in the open statement. I am not a perl expert so I don't
know what can be wrong.

Any ideas? 


Horacio Hoyos Rodriguez
Engineering Division
Balum Telecomunicaciones
www.balum.com.co


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Re: [otrs] Full message / raw view of ticket in OTRS 2.3.x

[Obee, Daniel]

Config Options: Ticket - Frontend::Agent::Ticket::ViewZoom

Ticket::Frontend::PlainView:  

Greez
Daniel

-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von ValiDOM
Gesendet: Montag, 8. Dezember 2008 12:32
An: otrs@otrs.org
Betreff: [otrs] Full message / raw view of ticket in OTRS 2.3.x

hi,

does anybody have an idea where to view the plain (raw) message in OTRS 2.3.x ? 
The same question was raised up by Kristofer on this list.

Quoting [EMAIL PROTECTED]  Mon, 11 Aug 2008 14:48:55 -0500 (CDT)

 I was able to see full message headers prior to OTRS 2.3.x..  but now 
 in 2.3.x, I don't see a link to view the entire raw message.

 How can we view the full message with the raw headers from the agent screen?

In general, I got the same issue ... I would need this to find out why OTRS is 
moving tickets to the Junk queue while I do not like to.

Thanks a lot!
Vali
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Re: [otrs] OTRS Reporting on WIndows 2003 with SQL

[Obee, Daniel]

There's no ready-made reports of reason as far as I can see. 

I use a couple of reports did with Toad and then exported them to excel with 
the ODBC connection. Thus it just takes me a couple of clicks to get the actual 
data. With Toad the export of SQLs including Pivot tables is a non-brainer, so 
I really can recommend the (Freeware) program for such matters.

Greez
Daniel

-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von scusack
Gesendet: Mittwoch, 3. Dezember 2008 17:46
An: otrs@otrs.org
Betreff: [otrs] OTRS Reporting on WIndows 2003 with SQL

Has anyone created any type of reporting for OTRS? Is their a package
you can install or anything out there at the moment. I see most people
are just running reports by exporting information from the SQl
database. If anyone has setup anything that would save me time that
would be great.

Thanks
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Re: [otrs] X-ORTS headers

[Obee, Daniel]

The approach with the different mail addresses seems the most reasonable.

That said you can use the [ PostMaster Filter ] in the admin interface to sort 
out keywords. Just make sure you pick the proper format. The **ORDER** is 
tricky because of the ‘*’. Make it ‘\*\*ORDER\*\*’ and it’ll work properly.

Greets
Daniel

Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Anton Gubar'kov
Gesendet: Samstag, 29. November 2008 12:01
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] X-ORTS headers

Hello, Sam.

You can use the postmaster filter modules to do that. The attached example from 
the docs
# Job Name: 2-Match
# (sort emails with From: [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] and 
Subject: **ORDER**
# into queue 'Order')
$Self-{'PostMaster::PreFilterModule'}-{'2-Match'} = {
Module = 'Kernel::System::PostMaster::Filter::Match',
Match = {
To = '[EMAIL PROTECTED]mailto:[EMAIL PROTECTED]',
Subject = '**ORDER**',
},
Set = {
'X-OTRS-Queue' = 'Order',
},
};

moves a ticket to the queue Order when To  and Subject fields match. You need 
to match Body field instead. I didn't use it myself and I didn't verify that 
regular expressions are acceptable in matching.
~otrs/Kernel/System/PostMaster/Filter/Match.pm uses stantard perl match to 
compare strings so most probably you can use perl regular expressions.
Prefilter declaration in the Config.pm is a kind of if-then construct. You need 
as many of these filters as you need to recognize different keywords.

I have several queues too. However I use different email addresses to sort 
emails from customers to different queues. I wrote a short essay how I did it. 
You may find it useful. 
https://support.gubarkov.ru/otrs/public.pl?Action=PublicFAQItemID=1. I would 
appreciate everybody's feedback on my otrs and postfix integration essay.

regards,
Anton.
2008/11/29 sam [EMAIL PROTECTED]mailto:[EMAIL PROTECTED]
Hello Anton,
Sorry for the delay. My idea was to sort emails to different queues where the 
customer specified a keyword in the email i.e. A parameter TICKET:Database in 
the email and once its received OTRS moves it to a queue Database issues. 
Basically all the customer has to do is to specify the keyword TICKET: and a 
corresponding word that will indicate the type of queue that the ticket will be 
sorted to.
Thanks in advance.


Regards,
Sam Hailer



Anton Gubar'kov wrote:
Hello, Sam.

Could you give me a specific example of what you would like OTRS to do about 
X-OTRS headers? What's the business process behind? Maybe I would be able to 
come out with more useful suggestions.


Anton.
2008/11/24 sam [EMAIL PROTECTED]mailto:[EMAIL PROTECTED]
Hi,
Thanks Anton for the reply, I don't understand whether the filter rules are 
specified in the Config.pm file or in the postmaster filter section in the 
admin interface. I have gone through the Defaults.pm file and there is no 
mention of x-otrs headers anywhere.
I might not have specified my problem before correctly but I wanted to know how 
to configure the headers in the postmaster filter i.e. how do I specify the 
headers that otrs watches out for in the incoming mails and how to specify the 
headers in the mail that will be fetched from the pop3 mail account 
configured(Ps. The trusted option is set to yes).

Regards,
Sam Hailer.

Anton Gubar'kov wrote:
Hi, Sam.

X-OTRS headers are used to store values for the ticket being created in the 
email being processed. I use X-OTRS-Queue to move spam tickets to queue Junk. 
Here is the code in Config.pm to achieve it.

$Self-{'PostMaster::PreFilterModule'}-{'5-SpamAssassin'} =  {
  'CMD' = '/usr/bin/spamc -E -r',
  'Module' = 'Kernel::System::PostMaster::Filter::CMD',
  'Set' = {
'X-OTRS-Queue' = 'Junk'
  }
};

The effect is the ticket is created in queue Junk if spamc produces any output. 
The queue determination from system addresses is ignored.

Regards,
Anton.

2008/11/21 sam [EMAIL PROTECTED]mailto:[EMAIL PROTECTED]
Hi,
My issue with x-orts headers is that i dont know how to configure them. I have 
tried to go through the admin manual but i can't get a handle on how they are 
configured. Could some one post me a working sampleso that i can atleast have 
an idea of what to enter in the postmaster filter section.  Thanks.
Regards
Sam Hailer.



Aris Czamanske wrote:
Sam,

In Pop3 Account Management for the specific email account, set the Trusted 
field to 'Yes' .  Then test your filters.  Everything should work properly.
Aris

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Re: [otrs] Queue view issue

[Obee, Daniel]

Hi David.

The active queue is displayed in bold. If your example is correct, then you 
were not viewing the Tier2-support queue but 'My Queues'.

The behavior I described is correct and works: 'All tickets' displays all open, 
new and pending tickets of the queue - locked or not. Sad but true it won't 
display the locking status and/or owner unless you're zooming in. Could be 
worth a feature request though.

Greez
Daniel

Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David Eco
Gesendet: Donnerstag, 27. November 2008 18:13
An: otrs mailing
Betreff: Re: [otrs] Queue view issue

Thanks, Daniel.
I tried to click All tickets, it doesn't work. For example, there are 2 
tickets in Queue,tire1-support and one of them is lock by agent1, but from 
admin account, All tickets shows one ticket only.

Tickets shown: 1 - Page: 
1http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueueQueueID=0ViewAll=0Start=1
 - Tickets available: 1 - All tickets: 
1http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueueQueueID=0ViewAll=1

Queues: My Queues 
(1)http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueueQueueID=0 - 
Junk 
(2)http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueueQueueID=3 - 
Tier1-support 
(1)http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueueQueueID=2 - 
Tier2-support 
(1)http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueueQueueID=5




David



From: [EMAIL PROTECTED]
To: otrs@otrs.org
Date: Thu, 27 Nov 2008 17:37:33 +0100
Subject: Re: [otrs] Queue view issue
There's an 'All' button next to the amount of tickets in the queue. Pressing it 
displays the locked tickets too.

With the subject I don't know, but there should be a config for the max. 
subject length.

Greez
Daniel

Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David Eco
Gesendet: Donnerstag, 27. November 2008 17:33
An: otrs mailing
Betreff: [otrs] Queue view issue

Hi, I've been a little bit confuse in Queue view. When a ticket is took by one 
agent, other agent,  even admin/supervisor can't view it in the Queue. How to 
allow every one, at least the supervisorto view all unclosed tickets in the 
queue? (Supervisor has full access to every queue already)

Also, the ticket subject in follow-up autoreply doesn't show whole subject 
like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be 
due to the changing in Sysconfig but I don't remember where is.

Can anyone kindly advise? Thank you.


David

Turn email contacts into buddies, and you could win. Enter 
today.http://www.messengerbuddies.ca/?ocid=BUDDYOMATICENCA22


Messenger wants to send you on a trip. Enter 
today.http://www.messengerbuddies.ca/?ocid=BUDDYOMATICENCA21
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Re: [otrs] Queue view issue

[Obee, Daniel]

There's an 'All' button next to the amount of tickets in the queue. Pressing it 
displays the locked tickets too.

With the subject I don't know, but there should be a config for the max. 
subject length.

Greez
Daniel

Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David Eco
Gesendet: Donnerstag, 27. November 2008 17:33
An: otrs mailing
Betreff: [otrs] Queue view issue

Hi, I've been a little bit confuse in Queue view. When a ticket is took by one 
agent, other agent,  even admin/supervisor can't view it in the Queue. How to 
allow every one, at least the supervisorto view all unclosed tickets in the 
queue? (Supervisor has full access to every queue already)

Also, the ticket subject in follow-up autoreply doesn't show whole subject 
like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be 
due to the changing in Sysconfig but I don't remember where is.

Can anyone kindly advise? Thank you.


David


Turn email contacts into buddies, and you could win. Enter 
today.http://www.messengerbuddies.ca/?ocid=BUDDYOMATICENCA22
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Re: [otrs] Changing Queue view

[Obee, Daniel]

The only thing that comes close to what you say is the option 'Queue View' in 
the personal preferences. Here you can choose a 'light' version of the view 
which contains fewer ticket information and thus is a little more laid out.

There's a good chance though, that in one of the next releases there will be a 
direct choice of views in the queue. OTRS, Jamba and me are currently working 
on a development that goes that direction.

If you cannot wait, you might wanna ad a custom template to the system. More on 
that you'll find in the otrs FAQ and the developers manual.

Greets
Daniel

-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Filip Ruymen
Gesendet: Freitag, 21. November 2008 08:33
An: otrs@otrs.org
Betreff: [otrs] Changing Queue view

Hi everyone,

We just started using OTRS and now we are wondering if it is possible
to change the queue view
so that it show us an oversight of all the queues with how many queues
there are in each queue.
When you click on a queue then, it should show you all the tickets in
the queue but it only needs to show you the ticket number,
 from who it came from, to who it is assigned, the subject and the status.

Is there anyway that I can do this?

Kind regards
Filip Ruymen
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[otrs] FAQ category order

[Obee, Daniel]

Hi all.

Looking at the otrs.org FAQ section (faq.otrs.org) the order of categories is 
not alphabetical. However I cannot find any way to sort them, so I wonder how 
they did so. Any ideas? I couldn't find anything about the topic elsewhere, so 
maybe someone here knows...

Greets
Daniel

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Re: [otrs] PostMaster filter precedences?

[Obee, Daniel]

Filters are worked on by the order off appearance (alphabetically), so
Filter 2 is worked on after Filter 1 (I'd add the numbers in front,
makes is more flexible on the long run). The last filter allways
overwrites the previous, so in your case Filter 2 has to be placed after
Filter 1.

If you've already done this, re-check the Filter. 

Greets,

Daniel 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Stan McFarland
Sent: Friday, August 15, 2008 3:45 PM
To: otrs@otrs.org
Subject: Re: [otrs] PostMaster filter precedences?

Stan McFarland sfmcfar at gmail.com writes:

 
 Hi,
 
 I'm having trouble with the PostMaster filter.  I currently have two
filters
 like so:
 
 Filter 1
 To = websupport at a.com
 Queue=Web Support
 
 Filter 2
 To = websupport at a.b.com  Subject=posting request
 Queue =Posting Requests
 

Sorry, both e-mail addresses in Filter 1 and Filter 2 should 
read [EMAIL PROTECTED].   They are the same.   

-stan


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Re: [otrs] Agent's phone number in signature?

[Obee, Daniel]

Hi Arek,

OTRS_CURRENT_UserSalutation does the trick.

If you need more fields, like if you wanna add the title perhaps, then you can 
add a field. Go to Config Options: Framework - Frontend::Agent::Preferences 
and use the freetext.

Greets,

Daniel Obée

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Dienstag, 12. August 2008 12:50
To: otrs@otrs.org
Subject: [otrs] Agent's phone number in signature?

Hello,

In  signature  I  can  put agent's first name and last name by putting
OTRS_Agent_UserFirstname OTRS_Agent_UserLastname tags in it. But I
want also to insert agent's direct phone number there.

Unfortunatelly  I  don't see the Phone number field in agent's data,
so I thought that I will put it in Comment or Salutation. But what
OTRS_Agent_???  field  should  I use? Is it possible to do that that
way?

Thanks in advance for any help.

-- 
Arek

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Re: [otrs] Use stored responses when creating a new email ticket

[Obee, Daniel]

You can use the FAQ fort hat purpose. 

In our company we use an additional, separate and re-designed FAQ clone
to organize mail templates (programmed by otrs.com). Comes pretty handy.

Daniel 


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Chris Williams
Sent: Samstag, 14. Juni 2008 08:11
To: otrs@otrs.org
Subject: [otrs] Use stored responses when creating a new email ticket

Is there a way to use the stored responses when creating a new email
ticket?  They only seem to appear when replying to an email ticket
that is already created.

Thanks,
Chris
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Re: [otrs] Auto Move Closed Tickets Only For particular Queue

[Obee, Daniel]

You could easily schedule a generic agent to do this every, say 10min or
so.

 

Greets,

Daniel 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Go Wow
Sent: Mittwoch, 11. Juni 2008 19:11
To: User questions and discussions about OTRS.org
Subject: [otrs] Auto Move Closed Tickets Only For particular Queue

 

Hello

  I want to set up one of my queue in such a way that any ticket closed
in this queue should be automaticallymoved to another queue speciied by
me. Example if there are 2 queue called Internal and External,  I
want a set up in such a way that any ticket that I close in External
Queue should be automatically moved to the Internal Queue . State of
ticket being unchanged. Is that possible in OTRS? 

  Thanks. Your help is apprechiated.

Regards

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Re: [otrs] PostMaster Filter

[Obee, Daniel]

Hi.

 

Your RegEx is far too complicated :D 

@customer_company\. would have done the trick

 

For your task you would need two filters

 

From: @

X-OTRS-Ignore Yes

 

and

 

From: @customer_company\.

X-OTRS-Ignore No

 

Since the PostmasterFilters are executed sequentially, the second one
overwrites the first one.

 

Greets

 

Daniel 

 

 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Kent Lee
Sent: Freitag, 16. Mai 2008 06:11
To: otrs@otrs.org
Subject: [otrs] PostMaster Filter

 

Hi you all, I got a problem here. About the PostMaster Filter. My
PostMaster are working fine. User send a mail to [EMAIL PROTECTED]
will be automatically created a ticket.

Now I want to do some filtering. I want only allowed certain email
domain to be able to open a ticket in OTRS.

For example:
[EMAIL PROTECTED]
[EMAIL PROTECTED]

I only wish to allowed all the email from the domain :
customer_company to be open ticket in OTRS. How can I do that?

I try some regexp in the match header. I used the From: header with
the value:
 \b[A-Z0-9._%+-]+@|customer_company+\.[A-Z]{2,4}\b
which will match all the email with the domain: customer_company.

And the set header I choose X-OTRS-Ignore to the value of No. Which
this allowed the mail to open a ticket.

However, it also allowed other mail domain (Eg: yahoo, hotmail) to open
a ticket too!

How to solved? Help!
Appreciate your help!





Get Free (PRODUCT) RED(tm) Emoticons, Winks and Display Pics. Check it
out!
http://joinred.spaces.live.com?ocid=TXT_HMTG_prodredemoticons_052008 

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Re: [otrs] Agent Notifications Issues, Please help

[Obee, Daniel]

Hi.

 

The agents have to choose the queues in 'My Queues' to get notified. Did
they?

Daniel 





From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Jamie Spence
Sent: Dienstag, 20. Mai 2008 06:57
To: otrs@otrs.org
Subject: [otrs] Agent Notifications Issues, Please help

 

 

Hello All, 
 
We have recently installed thewin 32 version of otrs. The system is
working fine except for agent notifications. Outbound mail is fine with
other notifications working. No matter what I try I cant get agent
notifications working. Agent notifications seem to work for follow ups,
but nothing else (ie. change queue, new ticket)

 

Basically all I want is new ticket notifications to all agents in that
queue. 
 
Any help or suggestions most appreciated. 
 
Thanks,
 
Jamie

-- 

Jamie Spence
Mobile: ++91 98 45611185
Flat 4023, Sobha Jasmine
Outer Ring Road, Bellandur
Bangalore, India
560 103 




-- 

Jamie Spence
Mobile: ++91 98 45611185
Flat 4023, Sobha Jasmine
Outer Ring Road, Bellandur
Bangalore, India
560 103 

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Re: [otrs] Statistics on ticket history

[Obee, Daniel]

Hi.

Try SQL:

 Mails per queue (via otrs. ticket) 

SELECT q.name, count (q.name)
FROM otrs.article a, otrs.queue q, otrs.ticket t

where article_type_id = 1
and a.ARTICLE_SENDER_TYPE_ID = 1

and a.create_time 
between to_date('05/06/2008 00:00:00', 'MM/DD//HH24:MI:SS') 
and to_date('05/06/2008 23:59:59', 'MM/DD/ HH24:MI:SS')

and a.ticket_id = t.id
and t.queue_id = q.id

group by q.name
order by q.name

 Mails per Agent (via ticket_history) 

SELECT su.login, count (th.id)
from otrs.TICKET_HISTORY th, otrs.system_user su
where history_type_id = 8

and th.create_time 
between to_date('05/06/2008 00:00:01', 'MM/DD/ HH24:MI:SS') 
and to_date('05/06/2008 23:59:01', 'MM/DD/ HH24:MI:SS')

group by su.login
order by su.login

Greets,

Daniel


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Richard Hinkamp - BeSite
Sent: Mittwoch, 7. Mai 2008 13:00
To: User questions and discussions about OTRS.org
Subject: [otrs] Statistics on ticket history

Hello,

I have a simple report to see how many tickets are closed per agent per 
period. What I really want is stats to see how many e-mails are sent per

agent per period. The data I like to run the stats on is the ticket 
history. Here I want to check the amount of SendAnswer actions performed

per agent. As far as I can see, the stats module is only for tickets. 
not the ticket history. Is there anything possible with stats on ticket 
history?

Thanks in advance!

Richard
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RE: [otrs] User stats

[Obee, Daniel]

Have a look at the ticket_history table.

I found out that queries are much easier to make up with this as a basis
- and tend to be faster because I don't have to put a select over
multiple tables.

Also it let's you have a much more detailed view on the actions taken.

Greetz,

Daniel 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Arnold Ligtvoet
Sent: Montag, 14. April 2008 10:00
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] User stats

Hi,
  
 Hi, Arnold!
 What exactly do you mean by the agent activity for period?

I'm trying to see how busy agents have been. I'd like to see how many
tickets an agent handled during a specific period. So in essence a
report that shows ticket states per agent over a specific period. Like:

Period April 2008
Agent 1 - closed successful= 15
- closed unsuccessful  = 1
- open = 12
Agent 2 - closed successful= 123
And so on

Arnold.

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RE: [otrs] re-opening closed tickets

[Obee, Daniel]

Actually the easiest way is to use the 'FreeField' option in the ticket zoom. 
You won't even have to leave a comment there.

:D aniel

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Lars Jørgensen
Sent: Sonntag, 24. Februar 2008 09:47
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] re-opening closed tickets

Den 24/02/2008 kl. 00.45 skrev Maurice James Ny:

 The best way will be to use a generic agent to reopen the ticket.

No, that will be a really strange way to reopen a single ticket. Just  
add a comment as already suggested.

And hey, OTRS people, Generic Agent makes no sense at all. It should  
be Automatic Agent :-)


-- 
Lars
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RE: [otrs] Can a new ticket already have info in it?

[Obee, Daniel]

Hey there.

Ticket Freefields always consist of a Freekey (defining what's in the field) 
and the Freetext (giving the actual content).

To use those, you first have to define them in the sysconfig at 

Config Options: Ticket - Core::TicketFreeText

Now they are reachable via the 'Freefield' Option in the Ticket Zoom.

So far, so good. To fill in the fields at creation of the ticket or when moving 
or such, you have to manipulate the Frontend::Agent::Ticket::Views. F. e. the 
Frontend::Agent::Ticket::ViewPhoneNew when you want your agents to collect the 
data while answering calls. Here you can define for each view if  a certain 
Freefield is available or not.

For incoming mails there're two different approaches: PostmasterFilters (OTRS 
internal rules) or the X-OTRS header (externally collected by a web interface).

PostmasterFilters can apply different ticket attributes by given rules. F. e.: 
Sent contains @myreseller.com -- Freekey1 = 'CustomerType' Freetext1 = 
'Reseller'. (Note that its obligatory to first define the FreefieldKey or the 
Freefield won't be filled.)

X-OTRS headers can add to an email automatically generated - such as from a web 
form designed for customer requests.

Note that external X-OTRS headers will be overwritten by the ones added by the 
PostmasterFilter!

Hope that helped...

Daniel 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nielson, Adam
Sent: Freitag, 22. Februar 2008 02:08
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Can a new ticket already have info in it?

Any follow up on this? I am trying to make it so when a customer requests a new 
ticket, there is an additional line to ask for say a MAC address.  I tried what 
Ali said, and ran into the same issues.

What are we doing wrong or missing?


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ali M.
Sent: Wednesday, February 20, 2008 2:10 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Can a new ticket already have info in it?

I wanted to ask about the same thing too!
How can I create and use those freetext field

The documentation is very brief about this, it just describe the api, which 
remains confusing!

I opened SysConfig, selected the ticket group, selected the subgrop 
Core::Ticketfreetext.
In there I can see 16x4 entries for the freetext field

Whats are the key entries (ex: TicketFreeKey1)  for? and what are the text 
entries (ex: TicketFreeText1) for?

Any, I checked all entries for the for the first freetext field Went to the 
phone-ticket screen, but no new fields were entered?
I went to the cutomer interface, nothing there too!!!

Is there another thing I should do outside or inside sysconfig to make the new 
fields appear?
Or did I get completely wrong?


On Feb 19, 2008 7:50 PM, Nielson, Adam [EMAIL PROTECTED] wrote:
 How and where would I go about editing the customer user interface to have 
 the free text fields?  I appreciate the help!




 Alternatively, you can use free text fields in the customer user interface. 
 You can make them mandatory by setting them with a 2 in the web 
 configuration tool, then they will have to be filled out. As far as a 
 description of how to get the information, you would have to modify the 
 dtl files, but it is thinkable.




 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
 Of Shawn Beasley

 Sent: Friday, February 15, 2008 1:50 AM
 To: User questions and discussions about OTRS.org
 Subject: Re: [otrs] Can a new ticket already have info in it?




 Nils Breunese (Lemonbit) schrieb:
  Nielson, Adam wrote:
 
  Sorry, I should have better explained myself.
 
  We have the need to assign static IP reservations (for test; don't
  ask) :)
 
  Anyway, when the customer submits a new ticket to us, all they have
  is the to field (IP reservation) a subject, and the message body.
 
  Some users may not understand we need their mac address, the name
  of the project, etc.
 
  So, I need to either have that info automatically inserted into the
  body of a new IP reservation ticket FOR the customer OR an easy way
  of modifying the HTML to add more description.
 
  Basically, when they submit a new ticket its just a blank page with
  no description of the details we need I need a way of telling
  them what info I need in their ticket.
 
  You could setup a mail form that posts the results to the address of
  the OTRS queue maybe?
 
 Alternatively, you can use free text fields in the customer user interface. 
 You can make them mandatory by setting them with a 2 in the web configuration 
 tool, then they will have to be filled out. As far as a description of how to 
 get the information, you would have to modify the dtl files, but it is 
 thinkable.

 --
 Shawn Beasley
 ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
  

RE: [otrs] How to open previously closed ticket ??

[Obee, Daniel]

Sorry, I wasn't too clear here...

In the ticket zoom you got the menu action 'Free Fields'. Besides changing the 
FreeFields you find the option to change the status too. 

Cheers,
Daniel

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jaroslaw Czarniak
Sent: Dienstag, 5. Februar 2008 09:33
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] How to open previously closed ticket ??

How to use it ?
If I add test:test it doesn't change anything...

Tuesday 29 January 2008 15:11:43 Obee, Daniel napisał(a):
 Easiest way would be to use the 'Freetext' option. In contrary to notes
 etc. this doesn't add an additional article to the ticket.

 Greetz,
 Daniel


 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
 Nils Breunese (Lemonbit)
 Sent: Dienstag, 29. Januar 2008 14:43
 To: User questions and discussions about OTRS.org
 Subject: Re: [otrs] How to open previously closed ticket ??

 Jaroslaw Czarniak wrote:
  Probably it's a very simple question but I can't find it anywhere.
  How to open previously closed ticket ??

 Add a note and set the state to something else than closed.

 Nils Breunese.
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-- 
Pozdrawiam
Jarosław Czarniak
Jarsat s.c.
Kruczkowskiego 13F
80-288, Gdańsk
jczarniak (at) jarsat (dot) pl
tel. 0 58 741 77 02
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RE: [otrs] How to open previously closed ticket ??

[Obee, Daniel]

Okay, then you might wanna go to the 

Config Options: Ticket - Frontend::Agent::Ticket::ViewFreeText

And change
Ticket::Frontend::AgentTicketFreeText###State:  

To 'yes'.

Should do the trick :D

Greetz,

Daniel 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jaroslaw Czarniak
Sent: Dienstag, 5. Februar 2008 09:56
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] How to open previously closed ticket ??

Thank you for reply.

You was very clear. But I've only four Free Fields and subject field above 
them there. There is no any drop-down-menu nor any thing else 
(except submit button).
OTRS 2.2.4

Tuesday 05 February 2008 09:41:40 Obee, Daniel napisał(a):
 Sorry, I wasn't too clear here...

 In the ticket zoom you got the menu action 'Free Fields'. Besides changing
 the FreeFields you find the option to change the status too.

 Cheers,
 Daniel

 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
 Jaroslaw Czarniak Sent: Dienstag, 5. Februar 2008 09:33
 To: User questions and discussions about OTRS.org
 Subject: Re: [otrs] How to open previously closed ticket ??

 How to use it ?
 If I add test:test it doesn't change anything...

 Tuesday 29 January 2008 15:11:43 Obee, Daniel napisał(a):
  Easiest way would be to use the 'Freetext' option. In contrary to notes
  etc. this doesn't add an additional article to the ticket.
 
  Greetz,
  Daniel
 
 
  -Original Message-
  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
  Nils Breunese (Lemonbit)
  Sent: Dienstag, 29. Januar 2008 14:43
  To: User questions and discussions about OTRS.org
  Subject: Re: [otrs] How to open previously closed ticket ??
 
  Jaroslaw Czarniak wrote:
   Probably it's a very simple question but I can't find it anywhere.
   How to open previously closed ticket ??
 
  Add a note and set the state to something else than closed.
 
  Nils Breunese.
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-- 
Pozdrawiam
Jarosław Czarniak
Jarsat s.c.
Kruczkowskiego 13F
80-288, Gdańsk
jczarniak (at) jarsat (dot) pl
tel. 0 58 741 77 02
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RE: [otrs] Setting Ticket's TextFrees and Priority from incoming email's header

[Obee, Daniel]

You might either try to set a PostmasterFilter according to the X-OTRS
Headers you set (same values) or check if the sender of your mails is
trusted.

OTRS lets you define 'trusted' mail addresses - OTRS headers of
different mail addresses are ignored. I think the default is 'trust
all', but I might be wrong here.

Greetz,
Daniel

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Alberto Benini
Sent: Montag, 28. Januar 2008 17:20
To: otrs@otrs.org
Subject: [otrs] Setting Ticket's TextFrees and Priority from incoming
email's header 

Hi all,
I want to set some values of TicketTextFrees and the priority with the
header of the incoming emails, but the created tickets have the priority
and the TicketTextFrees values not defined...

For Example the header of the email is:

X-OTRS-Priority: 2
X-OTRS-TicketKey1: TicketFreeText1
X-OTRS-TicketValue1: Product1
X-OTRS-TicketKey2: TicketFreeText2
X-OTRS-TicketValue2: Type1
X-OTRS-TicketKey3: TicketFreeText3
X-OTRS-TicketValue3: Component1

What is wrong?
I have to define a new filter in PostMaster Filter? How?

Can anyone help me?

Thanks in advance,
Alberto
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RE: [otrs] How to open previously closed ticket ??

[Obee, Daniel]

Easiest way would be to use the 'Freetext' option. In contrary to notes
etc. this doesn't add an additional article to the ticket.

Greetz,
Daniel


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Nils Breunese (Lemonbit)
Sent: Dienstag, 29. Januar 2008 14:43
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] How to open previously closed ticket ??

Jaroslaw Czarniak wrote:

 Probably it's a very simple question but I can't find it anywhere.
 How to open previously closed ticket ??

Add a note and set the state to something else than closed.

Nils Breunese.
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RE: [otrs] Incident/ Ticket Skeleton

[Obee, Daniel]

For outgoing emails you'd use the responses, definable in the admin
panel.

 

If you need templates for call tickets, you could put them into the FAQ
and take them from there.

 

Greetz,

 

Daniel 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Nele Brick
Sent: Samstag, 19. Januar 2008 12:02
To: otrs@otrs.org
Subject: [otrs] Incident/ Ticket Skeleton

 

Hi @ all,

 

is there a possibility to define something like a ticket skeleton? For
Problems which occur quite often, it would be great just to load the
standard text and only to update the relevant parts? 

 

Thanks a lot, neleb

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RE: [otrs] Email Creates new ticket and updates an existing ticket

[Obee, Daniel]

That's a feature easily configurable in the queue dialogue.

 

Set 'Follow up Option:' to 'yes' and you're fine.

 

Greetz

 

Daniel 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Brett Wells
Sent: Donnerstag, 17. Januar 2008 23:22
To: User questions and discussions about OTRS.org
Subject: [otrs] Email Creates new ticket and updates an existing ticket

 

The problem that I'm having is this.  A user creates a ticket via the
web interface then gets a email confirmation and then replies to the
email which updates the existing ticket in the system but also creates a
new ticket. 

I need to find a way to make the system not create a new ticket on
follow up emails from existing tickets.

Thanks,
Brett

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RE: [otrs] How to delete user accounts and queues?

[Obee, Daniel]

Deleting the tickets can easily be done via generic agent. This cleans the 
ticket / article db and leaves you with an 'empty' system.

For queues and groups, I found it okay to set them to invalid and maybe later 
'recycle' them for new queues/groups. Much easier than to setup the whole 
system...

Greetz

Daniel 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Lars Jørgensen
Sent: Freitag, 11. Januar 2008 12:09
To: otrs@otrs.org
Subject: RE: [otrs] How to delete user accounts and queues?

 You can create a fresh database using the SQL scripts in the scripts/ 
 database directory.

How much configuration will you lose? I would be interested in deleting all 
tickets from my testing period but retain all configuration of OTRS.

Downloading configuration changes from SysConf is great but it only inludes 
changes made outside the database. All replies, queues, agents and other things 
are not considered.


-- 
Lars
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RE: [otrs] Pictures and external links in tickets and an annoying stateproblem.

[Obee, Daniel]

Hi Lars,

I'll try to answer in short:

1.) Pictures
Whyever your boss wants that... this would need a change of the ticket 
template. See chapter 8 of the developer's manual for more. As always: Don't 
change the standard.dtl but copy it to a new folder, change it there and make 
it available as a customer theme. Else it will be overwritten at the next 
update.
The Customer login should be available as variable, so including the picture 
shouldn't be too hard.

2.) Remote Control
If you make the user's machine available in the customer database, you can 
define it http-link in the config.pm for instant access. You can also use all 
CustomerUser data as parameter in this link. In doubt you might need an 
additional landing page, but that shouldn't be too hard.

We let OTRS.com develop a similar 'to link' option for FreeText fields. It lets 
us define Freetextfiels as part of an http link shown in the ticket view. If 
interested I could send you the package.

3.) Sorry can't help you here... 

Greets,

Daniel 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Lars Jørgensen
Sent: Dienstag, 8. Januar 2008 15:17
To: otrs@otrs.org
Subject: [otrs] Pictures and external links in tickets and an annoying 
stateproblem.

Hi.

I'm pretty new to OTRS so forgive in advance if this question has been answered 
before. I did try to Google a bit before composing this email.

Thing is, the boss wants to see pictures of the customers in the tickets. We 
have the pictures and luckily they are named by login (my login is xxlj, my 
picture is xxlj.jpg). Is it possible to define a new field or something in a 
ticket with something like img src=/picserver/login.jpg.

We also have a remote control solution and we would like to include a link to 
launch remote control of the user's pc from within a ticket. If I somehow get 
the user's machine id from my LDAP query, would it be possible to include a 
link or a button in a ticket to launch an application?

Then I have a nagging question: If I translate the ticket states to something 
other than the english words used by default, many things break. I have changed 
all the options (and a few more) mentioned in the admin handbook via SysConf, 
but I still have a few problems. I decided to revert to the original states and 
erased my changes. I would still like to have the state names translated, 
though, because for some bizarre reason the notification emails sent to 
customers use the English state names. Is this a bug? Everywhere else in the 
Frontend I see translated state names. By the way, if you are interested in a 
better Danish translation, I will send you mine once it is finished. The one 
included in the distribution is pretty bad.

My remaining problem is with 
Ticket::Frontend::CustomerTicketZoom###StateDefault which is set to the 
default open. But if a customer creates a follow-up to a ticket using the web 
interface, the default next state is closed successful which results in a lot 
of customers accidentally closing tickets. Is this an OTRS bug or did I muddle 
something when I changed state names and changed them back?


-- 
Lars Jørgensen
Netværksadministrator
Gyldendal A/S
Tlf. 33 75 57 95 
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RE: [otrs] Notify the agent by e-mail when a new ticket is generated inone of the agent's queue

[Obee, Daniel]

Those are basic functions which can be done in the 'preferences' panel
by the agent himself.

 

The agent needs to mark the queue as 'my queue' and switch 'new ticket
notification' to 'Yes'.

 

Greetz,

Daniel 





From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Aysel Pamuk
Sent: Freitag, 4. Januar 2008 08:49
To: otrs@otrs.org
Subject: [otrs] Notify the agent by e-mail when a new ticket is
generated inone of the agent's queue

 

Hello,

 

I want to notify an agent by e-mail when a new ticket is generated in
one of its queues.

 

How can I do this?

 

Thank you,

Aysel

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RE: [otrs] Notify the agent by e-mail when a new ticket is generatedinone of the agent's queue

[Obee, Daniel]

This is exactly what I described. The header of said area in the
preferences panel might be named [ Mail Management ] for a reason ;D

Greetz,
Daniel 





From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Aysel Pamuk
Sent: Freitag, 4. Januar 2008 09:18
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Notify the agent by e-mail when a new ticket is
generatedinone of the agent's queue

 

Thank you for you reply.

But I am asking for e-mail notification. Notifications can be seen from
otrs web site but the agent might not have opened the otrs. That is why,
an e-mail should be sent to the agent.

 

Is there a way to do this?

 

Aysel

 



From: [EMAIL PROTECTED] on behalf of Obee, Daniel
Sent: Fri 04/01/2008 10:19
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Notify the agent by e-mail when a new ticket is
generatedinone of the agent's queue

Those are basic functions which can be done in the 'preferences' panel
by the agent himself.

 

The agent needs to mark the queue as 'my queue' and switch 'new ticket
notification' to 'Yes'.

 

Greetz,

Daniel 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Aysel Pamuk
Sent: Freitag, 4. Januar 2008 08:49
To: otrs@otrs.org
Subject: [otrs] Notify the agent by e-mail when a new ticket is
generated inone of the agent's queue

 

Hello,

 

I want to notify an agent by e-mail when a new ticket is generated in
one of its queues.

 

How can I do this?

 

Thank you,

Aysel

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RE: [otrs] Queue and Agent Overview

[Obee, Daniel]

The simpelest way would be via SQL:


 Rolls - Groups - Permission  

//-- Shows the essential permissions of the groups: 

select Roles.name as Roll, groups.name as Group, PERMISSION_KEY as
Permission 
from roles, groups, GROUP_ROLE 
where roles.id = role_id 
and groups.id = Group_id 
and permission_value = 1 
and permission_key = any ('rw', 'move_into', 'create', 'ro') 

//--  Groups - Queues  

//-- Shows the Groups matching to the Queues incl. Validity. 

select queue.id as QueueID, queue.name as Queue, queue.valid_id as
QueueValid, 
Groups.id as GroupID, Groups.name as GroupName, groups.valid_id as
GroupValid 

from queue, groups 

where group_id = groups.id 

//--  User -Rolls  

//-- shows the roles of Users 

select su.login, ru.user_id, ru.role_id, r.name from system_user su, 
role_user ru, roles r 
where su.id = ru.user_id 
and ru.role_id = r.id 
//-- and su.login like '%-admin' 
order by su.login

You might wanna combine / change the statements, but that's basically
it.

Greetz,

Daniel



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Clemens Zimmermann
Sent: Donnerstag, 3. Januar 2008 12:00
To: otrs@otrs.org
Subject: [otrs] Queue and Agent Overview

 

Hi,

 

I need an overview which agents are using what queues. 

Could please anyone give me a hint  how to generate a list of all queues
and the corresponding agents ?

 

Thanks

Clemens

 

 

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RE: AW: [otrs] changing queue to a ticket

[Obee, Daniel]

Hi Daniele,

I'm not too sure, but I think you're mixing up somthing here.

If you are dealing with roles, the setup should be:

User 
-- is member of -- 
Role 
-- has certain rights to different --
groups 
--which contain--
queues

(I'd prefer a 1:1 relation between groups and queues not to get totally
nuts.)

So, a setup could be:
Queue Q_1 is associated with Group G_1
Queue Q_2 is associated with Group G_2
Queue Q_3 is associated with Group G_3

Role R_1 has r/w rights to G_1
Role R_2 has r/w rights to G_2
Role R_3 has r/w rights to G_3

User1 is member of R_1
User2 is member of R_2
User3 is member of R_3

Now you either give
R_1 - R_3 additional move_into on G_1 - G_3

or you create an additional role R_moveinto with
move_into rights on G_1 - G_3 and make User1-3 member of this role too.

Hope that helps!

Greetz,


Daniel

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Daniele
Sent: Donnerstag, 6. Dezember 2007 13:59
To: User questions and discussions about OTRS.org
Subject: Re: AW: [otrs] changing queue to a ticket

Thank you very much.

I was thinking to it, too.
I added a new role: ticket_move.
Then I selected: [ Roles - Groups ]
and then, again, the name of my role (ticket_move).

Now I am in front of a table with as much rows as the number of my 
groups and 6 columns.
The 6 columns header are (as you already know): create, move_into, 
owner, priority, ro and rw

For each cell of the table I have a check box.

What does this mean?
- ticket_move role can give ro rights to user of group 1 and 
move_into right to user of group 2?

- And then, if I add move_into role to group 2, users of group 2 will

be allowed to move tickets into which queue?

Thank you in advance
Ciao.
Daniele

Obee, Daniel ha scritto:
 Hi Daniele.
  
 Thats exactly what the 'move into' permission is designed for. Just 
 give the agents 'move into' permissions to all the other queues in 
 question - thats it.
  
 Greetz,
 Daniel



 *Von:* [EMAIL PROTECTED] im Auftrag von Daniele
 *Gesendet:* Do 06.12.2007 12:11
 *An:* otrs@otrs.org
 *Betreff:* [otrs] changing queue to a ticket

 I have a problem I try to explain simplifying it as much as I can.

 I have some queues in my otrs.
 Agents of each queue are not allowed to work on the queue they are not
 specifically assigned to. Each agent is assigned to ONLY ONE queue. In
 other words, each agent must work on his specific queue AND NOT ON THE
 OTHERS.

 A customer sent, by mistake, a ticket to a wrong queue.
 How can the agent of the reached queue move the request of ticket to a
 different queue if he/she is not allowed to see them?

 How can I solve this problem?

 Thank you in advance.
 Daniele
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AW: [otrs] changing queue to a ticket

[Obee, Daniel]

Hi Daniele.
 
Thats exactly what the 'move into' permission is designed for. Just give the 
agents 'move into' permissions to all the other queues in question - thats it.
 
Greetz,
Daniel



Von: [EMAIL PROTECTED] im Auftrag von Daniele
Gesendet: Do 06.12.2007 12:11
An: otrs@otrs.org
Betreff: [otrs] changing queue to a ticket



I have a problem I try to explain simplifying it as much as I can.

I have some queues in my otrs.
Agents of each queue are not allowed to work on the queue they are not
specifically assigned to. Each agent is assigned to ONLY ONE queue. In
other words, each agent must work on his specific queue AND NOT ON THE
OTHERS.

A customer sent, by mistake, a ticket to a wrong queue.
How can the agent of the reached queue move the request of ticket to a
different queue if he/she is not allowed to see them?

How can I solve this problem?

Thank you in advance.
Daniele
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RE: [otrs] Email option in Queue view

[Obee, Daniel]

Hi!

 

Either you deleted the response in the admin menu or you didn't connect
it to the queue. 

Just check [ Responses - Queue ] in the admin menue for a check. 

 

Greetz,

Daniel 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
DataForce CRM
Sent: Dienstag, 27. November 2007 05:35
To: otrs
Subject: [otrs] Email option in Queue view

 

Hi, the email option to send empty email to a ticket creator is now
blanked out or not available in my otrs. This has been working and I do
not believe I changed anything. 

How do I get this email option back to respond to ticket queries? 

This is in the ticket view at right under Contact Customer the phone
option is there, email has dropped out. 

Regards, 

Jim Romano
GM - 817-886-0380 -  Skype: DataForceCRM
http://www.dataforcecrm.com 
Visit site for Live Demos, Screenshots,  Customer Support

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RE: [otrs] Create or search ticket using an URL

[Obee, Daniel]

Hi!

You won't need two links, one is sufficient. Just open a new phone
ticket. Any existing ticket to the given customer will be displayed at
the end of the ticket mask, so agents can take them if applicable.

The link could look like that:

http://localhost/otrs/index.pl?Action=AgentTicketPhoneSubaction=StoreNe
wExpandCustomerName=1Subject=Phone+CallFrom=


Greetz,

Daniel 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Anders Schjelderup Lyng
Sent: Dienstag, 27. November 2007 11:18
To: otrs@otrs.org
Subject: [otrs] Create or search ticket using an URL

I am trying to connect my ACD-application (ACD=Automatic Call
Distributor) to OTRS

What I want is to be able to display in my ACD-application a URL for
creating tickets and for searching tickets.
I want to automatically crate a ticket for the spesific user and search
that users tickets.
I want to put the 2 URLs in my LDAP server so the agent just have to
click on the URL to create or search

Anders S. Lyng

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RE: [otrs] Practical Examples... Locking?

[Obee, Daniel]

There's the option to differentiate between owner and responsible. Maybe that's 
what you're looking for. 

I have no experience with that one whatsoever, just know the feature exists:

Switch on the ticket responsible feature in Config Options: Ticket - 
Core::Ticket Ticket::Responsible:  

Greetz,

Daniel 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kris Jacobs
Sent: Dienstag, 27. November 2007 14:14
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Practical Examples... Locking?

OK, I understand the reasoning behind that, but it leads me to another
question:

In OTRS, isn't it plainly visible to all Agents when a ticket has been
assigned to an individual?

Here is what we have in mind at my organization:

Support requests come in.
The department manager either assigns tickets to individuals, or
individuals take ownership of tickets in a proactive fashion.

Anyone can look at all tickets - and when they look at a ticket that
has been assigned or that someone has taken ownership of, it is obvious
who is working on that ticket.

I think of agents as resources - each ticket in the database structure
should have an assigned resource, and ideally an owning resource. 
Meaning, those are two separate fields.

Ticket table
  -Ticket #
  -Owning Resource (person who 'owns' this issue)
  -Assigned Reesource (person who is actively working this issue)

Does this make sense?  Does OTRS have functionality that supports this
principle?

Thanks!

Kris Jacobs



 Shawn Beasley [EMAIL PROTECTED] 11/27/2007 02:10 
Dear Kris,

 I still do not understand what is meant by locking a ticket.
 
 I do not understand why a ticket would be locked, unlocked, or what
either of those terms mean in the context of an OTRS ticket.

A ticket lock is there to remove a ticket from the main queue (make it
invisible) so that two agents are not busy working on the same ticket.
As well a ticket will be locked when an answer is sent per email. It
makes sense because the agent who was working on the ticket (send the
email) is sometimes waiting on an answer. This prevents doubled
efforts
on one ticket.

When the ticket is locked it is visible in the locked tickets section
(uppper right hand section of the agent screen)

The ticket is unlocked when it is visible in the queue structure. This
alarms all agents who have this queue selected, or who navigate to
this
queue, that the ticket is free and needs to be attended 

I hope I have helped you.

If you need detailed training in OTRS, feel free to contact us.


((enjoy))

Shawn Beasley

-- 
((otrs)) :: OTRS AG :: Europaring 4 :: 94315 Straubing
Fon: +49 (0)9421 56818 0 :: Fax: +49 (0) 9421 56818 18
  http://www.otrs.com/ :: Communication with success!


Geschäftssitz: Bad Homburg
Amtsgericht Bad Homburg, HRB 10751
Steuernummer: 003/240/97505

Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstandsvorsitzender: André Mindermann
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RE: [otrs] Ticket zoom by ticket number

[Obee, Daniel]

Just replace 'TicketID' with 'TicketNumber' and you'll be fine:

http://192.168.1.10/otrs/index.pl?Action=AgentTicketZoomTicketNumber=X
 

Greeetz,
Daniel


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sándor Fehér
Sent: Mittwoch, 21. November 2007 15:56
To: otr  User questions and discussions about OTRS.org
Subject: [otrs] Ticket zoom by ticket number

Hi,

My question is that is it possible to zoom a ticket via it's ticket
number ? As far as I saw just this format
http://192.168.1.10/otrs/index.pl?Action=AgentTicketZoomTicketID=413ArticleID=1422
I would like to get otrs to view the ticket history if i click at the
link in svn commit log which contains the ticket number
the issue belongs to. Thanks.

Regards, Sandor



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RE: [otrs] retrieve closed ticket

[Obee, Daniel]

Hi Daniele.

Have you tried to solve the need with a default search?
That'd be the easiest I think.

Greets,

Daniel 

Project Manager
CS/Service Development


Jamba! GmbH
E-Mail:[EMAIL PROTECTED]

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Daniele
Sent: Mittwoch, 21. November 2007 07:32
To: otrs@otrs.org
Subject: [otrs] retrieve closed ticket

Where or how can I find closed ticket in order to browse them
(eventually, print them) each time I need them?
Thank you in advance
Daniele

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RE: [otrs] retrieve closed ticket

[Obee, Daniel]

You can limit the search to Status 'closed' if you need to.

Just pick the queues and the status you need and then at the end of the
search screen click the checkbox 'Save Search-Profile as Template?'.
Give it a name (e.g. 'closed tickets in queue ) and save the search.
It will appear under the search templates choice next time. 

AFAIK ten searches can be saved.

Greetz,
Daniel
 
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Daniele
Sent: Mittwoch, 21. November 2007 08:29
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] retrieve closed ticket

Yes, I tried, but if I enter a star (*) in the default search I get a 
lot of ticked, not only the closed one.
Ciao.
Daniele

Obee, Daniel ha scritto:
 Hi Daniele.

 Have you tried to solve the need with a default search?
 That'd be the easiest I think.

 Greets,

 Daniel 

 Project Manager
 CS/Service Development


 Jamba! GmbH
 E-Mail:[EMAIL PROTECTED]

 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
Of
 Daniele
 Sent: Mittwoch, 21. November 2007 07:32
 To: otrs@otrs.org
 Subject: [otrs] retrieve closed ticket

 Where or how can I find closed ticket in order to browse them
 (eventually, print them) each time I need them?
 Thank you in advance
 Daniele

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RE: [otrs] Phantom Ticket reopening

[Obee, Daniel]

Hi Keith,

check the ticket/ticket history. This phenomenon might occur because the
ticket tries to send an agent notification to a non-existent email
account. Thus it would trigger an auto reply by the mailer demon which
is recognized as followup and reopens the ticket again.

Hope that helped.

Daniel

Project Manager
CS/Service Development

Jamba! GmbH

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Keith Turner
Sent: Donnerstag, 15. November 2007 21:18
To: otrs@otrs.org
Subject: [otrs] Phantom Ticket reopening

We are using otrs on a windows 2003 server version 2.0.3 and MySQL.

Starting yesterday, an agent reports that every time she closes a
ticket it reopens itself with the message:

The state of your ticket 2007110051038 has been changed by
Admin OTRS to open.

We have not change anything on the system and the agent is one of the
primary long time users - Suggestions welcome

Keith
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RE: [otrs] new user question about users, queues, groups, and roles

[Obee, Daniel]

Hi James.

We got a complex setup here with about 30 Roles, 100 Groups/Queues and
a lot of different users, including 1st, 2nd and 3rd level customer
support.

I don't necessarily see any obvious flaws in your system - except reps
will need rw rights to move tickets out of the rep queues anyway. 

I'd always recommend giving agents full access to the queues they are
working in. If you want to prevent them from, say closing tickets, you
can use ticket ACLs to prevent any closing tickets in those queues and
remove the close button (example to be found here:
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68).

It's also practical to give the agents read access to the queues they
have 'move into' rights - if just they will be able to see if a certain
customer already has an open ticket and it's state if he calls for the
second time. 

On the long run you might think of working with roles, so you have a
better overview. That could be like:

Group G_Support_1 - Queue Q_Support_1
Group G_Support_2 - Queue Q_Support_2
Group G_Eskalation - Queue Q_Eskalation

Role R_Rep
Group G_Support_1 rw
Group G_Support_2 rw
Group G_Eskalation move_into/ro

Role R_Manager
Group G_Eskalation rw

Reps get R_Rep and Manager get R_Rep + R_Man and so on.

Hope that helped!

Greets,

Daniel 

Project Manager
CS/Service Development
Jamba! GmbH

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
James Whitwell
Sent: Mittwoch, 14. November 2007 08:51
To: otrs@otrs.org
Subject: [otrs] new user question about users, queues, groups, and roles

Hi,

We've just started using OTRS for managing our customer-facing email 
addresses, and I'm having a bit of trouble getting my head around how 
best to set up our queues, groups, users, roles, etc to suit our needs.

We have two levels of customer service people, reps and managers, and 
two sets of queues for them (call them support for the cs reps, and 
escalations for tickets that should be escalated to managers).  We'd 
like to set up the support queue so that cs reps can read and answer 
emails, and create new tickets, and set the escalations queue so that 
reps can move tickets into it, but otherwise have no access (including 
read).  Managers should have full r/w access to both queues.

The way I tried to do it was to have two groups, reps and managers.

The support queue is owned by the reps group, and the escalations 
queue is owned by the managers group.  Users who are reps have ro and 
create permission in reps, and move_into permission in managers, 
and users who are managers have rw for both groups.  After I'd done 
this, however, reps couldn't see any tickets in the support queue until 
I gave them rw access to the reps group, and they couldn't move any 
tickets into the escalations group at all.

So I think I've followed a logical path to configure things, but it's 
not working, so is there anything obviously wrong with my setup?

Thanks for any help,
 James.
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[otrs] Mail loop caused by corrupted agent address

[Obee, Daniel]

Hi all.

 

As described in http://bugs.otrs.org/show_bug.cgi?id=2488, a corrupt agent mail 
address causes a huge mail loop. The mailer demon reply is interpreted as 
followup mail and triggers a new notification to the agent.

 

There should be a tool that recognizes failed sends to agents and prevent the 
system of sending any more mails.

 

Meanwhile we really do need a proper workaround (PostMaster Filter?) since the 
problem causes critical impact on the system.

 

Any ideas? Can't imagine I'm the only one who encountered that struggle...

 

 

Viele Grüße/Best wishes

Daniel Obée

Project Manager
CS/Service Development

Jamba! GmbH



 

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RE: [otrs] Subfields in OTRS

[Obee, Daniel]

Hi all.

 

Obviously it is not possible to organize a direct interdependency between two 
Freefields.

 

To cope with that one can choose to design a template (html/php/whatever) with 
the functionality requested and use it instead of the standard ticket template 
and/or the standard freefields template. Our company had one designed by 
otrs.com which serves exactly that purpose. I guess with some more resources in 
web technologies, it should be possible to do it by yourself.

 

Greez,  

Daniel Obée

Project Manager
CS/Service Development


Jamba! GmbH
E-Mail:   [EMAIL PROTECTED] blocked::mailto:[EMAIL PROTECTED] 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Joshua Scott
Sent: Freitag, 9. November 2007 15:18
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Subfields in OTRS

 

At our company we use the queues to do this.  You can create sub-queues as 
well, and if you have agents that don't have skill/expertise in a particular 
area, then they can deselect that queue as one of their 'My Queues' so that 
they can focus on just the tickets that they can be of help on. 

You can create multiple levels of subqueues, as you describe.

Josh Scott
Systems Support Manager
SourceDirect.com

On Nov 9, 2007 3:37 AM, Simon Adams  [EMAIL PROTECTED] mailto:[EMAIL 
PROTECTED]  wrote:

Hi chaps,

 

I'm using OTRS version 2.2.3 and configuring it to meet our needs. My main 
issue at the moment is regarding, what I would call, subfields. What I've done 
is to use TicketFreeText1 as 'TicketType' and then TicketFreeText2 as 
'SubTicketType'. For example, for an IT helpdesk for a company, you might have 
TicketTypes 'Network Connectivity' and 'Printer Support'.

 

Now, you would obviously want the SubTicketTypes to be dependant on what is 
selected for TicketType. Is there any way to get OTRS to filter what is show in 
the TicketFreeText2 input box dependant on whats in TicketFreeText1? Ideally I 
would also then like to add 'FaultType' that is dependant on 'SubTicketType' 
and 'SubFaultType', which is dependant on 'FaultType'. So:

 

TicketType -- SubTicketType -- FaultType -- SubFaultType

 

Many thanks in advance,

 

Simon Adams 

Parallel - Third time winner of Network Professional of the Year 
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