Re: [otrs] OTRS system giving 500 internal server error
Hello Hugh, Thanks a lot for your reply But can you please tell me why am I getting '500 internal server error' error ? And after restarting the IIS server, its all fine. Is it some cache problem or performance issue ? Thanks and Regards- Pradumna MaheshwariTata Consultancy ServicesCell:- +919930333734Mailto: pradumna.maheshw...@tcs.com-Forwarded by Pradumna Maheshwari/MUM/TCS on 12/23/2010 05:36PM -To: otrs@otrs.org, otrs-boun...@otrs.orgFrom: Pradumna Maheshwari/MUM/TCSDate: 12/22/2010 07:43PMSubject: OTRS system giving 500 internal server error Hello all I have a problem that, sometimes OTRS system suddenly gets down, giving "500 internal server error" error. For this, I simply restart IIS server and then it starts again. I am using IIS7. What could be the possible reasons? Also tell me which module I should use for OTRS in IIS under 'Handler Mapping'- CGImodule or ISAPIModule ? Currently I am using ISAPI. Thanks a lot for your response... Regards- Pradumna Maheshwari =-=-=Notice: The information contained in this e-mailmessage and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] OTRS system giving 500 internal server error
Hello all I have a problem that, sometimes OTRS system suddenly gets down, giving "500 internal server error" error. For this, I simply restart IIS server and then it starts again. I am using IIS7. What could be the possible reasons? Also tell me which module I should use for OTRS in IIS under 'Handler Mapping'- CGImodule or ISAPIModule ? Currently I am using ISAPI. Thanks a lot for your response... Regards- Pradumna Maheshwari =-=-=Notice: The information contained in this e-mailmessage and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] OTRS system suddenly get down anytime
Hello all I have a problem that, sometimes OTRS system suddenly gets down, giving "500 internal server error" error. For this, I simply restart IIS server and then it starts again. I am using IIS7. What could be the possible reasons? Also tell me which module I should use for OTRS in IIS under 'Handler Mapping'- CGImodule or ISAPIModule ? Currently I am using ISAPI. Thanks a lot for your response... Regards- Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] OTRS system suddenly get down anytime
Hello all I have problem that, sometimes my OTRS system suddenly gets down, giving "500 internal server error" error. For this, I simply restart IIS server and then it starts again. I am using IIS7. What could be the possible reasons? How to do root cause analysis ? Also tell me which module I should use for OTRS in IIS under 'Handler Mapping'- CGImodule or ISAPIModule ? Currently I am using ISAPI. Thanks a lot for your response... Regards- Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] OTRS system suddenly get down anytime
Hello all I have problem that, sometimes my OTRS system suddenly gets down, giving "500 internal server error" error. For this, I simply restart IIS server and then it starts again. I am using IIS7. What could be the possible reasons? How to do root cause analysis ? Also tell me which module I should use for OTRS in IIS under 'Handler Mapping'- Cgimodule or ISAPIModule ? Currently I am using ISAPI. Thanks a lot for your response... Regards- Pradumna Maheshwari=-=-=Notice: The information contained in this e-mailmessage and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Charset for Polish letters
Hello all... I have facing a problem with using polish letters in OTRS. For example :Writing anything using polish letter for creating ticket, so after cerating ticket th e polish characters get replaced by its ASCII code or other special characters. Ex- ‘połączeniem się’ becomes ‘po³±czeniem siê' and 'Berczyński' becomes 'Berczyñski' What to do ..?Thanks and Regards- Pradumna Maheshwari=-=-=Notice: The information contained in this e-mailmessage and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Add a field to phone ticket
Hello all, I want to add a text field in phone ticket as sometimes Agent need to answer the ticket while creating it in 'Closed' state. How to do ? I hav tried using "Ticket::Frontend::AgentTicketPhone###ArticleFreeText:", but its showing 2 small text fields. Thanks in advance...Pradumna Maheshwari=-=-=Notice: The information contained in this e-mailmessage and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Send ticket's subject in the Survey mail
Hello All... I need to sent subject of the ticket in the Survey mail (either in subject line or inside body),so that customer are aware of the ticket of which that need to give feedback. I tried '' and '' but none is capturing the subject. Please reply... Thanks a lot...Pradumna Maheshwari=-=-=Notice: The information contained in this e-mailmessage and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Software error problem
Hello all, While raising phone ticket, for some text format (like text having email address), after submitting the ticket I am getting error - Software error:Wide character in subroutine entry at ../..//Kernel/System/Ticket/ArticleStorageDB.pm line 261.For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. Ticket is creating but notifications are not going. Please tell me what can be done. Thanks a lotPradumna Maheshwari=-=-=Notice: The information contained in this e-mailmessage and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Cronjob not running automatically
Hello all... In my OTRS system, Cronjob are not running automatically. For example - After running 'PendingJob.pl', I get below error and I don't get pending reminder. ERROR: OTRS-PendingJobs-10 Perl: 5.10.1 OS: MSWin32 Time: Tue Oct 26 18:26:40 2010 Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 52e, vece Traceback (4568): Module: Kernel::System::CustomerUser::LDAP::new (v1.53) Line: 151 Module: Kernel::System::CustomerUser::new (v1.55) Line: 105 Module: Kernel::System::Ticket::new (v1.416.2.5) Line: 136 Module: PendingJobs.pl (v1.43) Line: 58PendingJobs.pl - check pending ticketsCopyright (C) 2001-2009 OTRS AG, http://otrs.org/ Send reminder notification (TicketID=989) Send reminder notification (TicketID=2123)Thanks a lot for your help...Pradumna MaheshwariTata Consultancy ServicesCell:- +919930333734Mailto: pradumna.maheshw...@tcs.comWebsite: http://www.tcs.comExperience certainty. IT ServicesBusiness SolutionsOutsourcing=-=-=Notice: The information contained in this e-mailmessage and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] On running Cron4Win32.pl, extra text is coming in crontab.txt file
Hello, I have a Window based OTRS. On running Cron4Win32.pl manually, my Crontab.txt file get updated with lots of extra characters. MAILTO="r...@localhost"MAILTO="r...@localhost"L À F‹ ?j ÜÄwÊy4ùó0^Ëy4ùó0^Ë PàOÐ ê:i¢Ø +00 /C:\ R 1 ‡;š2 inetpub < ﾇ;š2‡;š2* ré i n e t p u b R 1 S<%R wwwroot < ﾇ;š2S<%R* sé w w w r o o t J 1 $<3 OTRS 6 ﾈ;c)$<3* rO O T R S F 1 ;<…( var 4 ﾈ;g);<…(* ï v a r J 1 ;=U cron 6 ﾈ;g);=U* ï c r o n z - D l bô” C:\inetpub\wwwroot\ ( \\wwwroot OTRS\var\cron . r Œ 1SPS0ñ%·ïG¥ñ`Œžë¬ c r o n ) F i l e f o l d e r @ EÝÄwÊ @ !Hô0^Ë i 1SPSí0½ÚC ‰G§øФsf"M d v a r ( C : \ i n e t p u b \ w w w r o o t \ O T R S ) q 1SPS¦jc(=•ÒµÖ ÀOÙÐU ! C : \ i n e t p u b \ w w w r o o t \ O T R S \ v a r \ c r o n ` X wdesxsdqa `W0œzvPAºP0lQ"Ø…ïÛö÷xèÞ‚ )Ñ C`W0œzvPAºP0lQ"Ø…ïÛö÷xèÞ‚ )Ñ C */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl -c db */20 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl 45 */2 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PendingJobs.pl 45 */2 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PendingJobs.pl 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl 01 01 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/RebuildTicketIndex.pl 55 */2 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/DeleteSessionIDs.pl --expired 35 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/UnlockTickets.pl --timeout Please suggest on this... Thanks.Pradumna MaheshwariTata Consultancy ServicesCell:- +919930333734Mailto: pradumna.maheshw...@tcs.comWebsite: http://www.tcs.comExperience certainty. IT ServicesBusiness SolutionsOutsourcing=-=-=Notice: The information contained in this e-mailmessage and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Link to reopen a ticket
Thanks Nils, But where to check whether Customer have permission to Queue ? How to give permission ? Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Link to reopen a ticket
Thanks Nils, But where to check whether Customer have permission to Queue ? How to give permission ? Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Link to reopen a ticket
Hello, I want to give a link in Survey, so that Customer can re-open the ticket. I tried this : :///customer.pl?Action=CustomerTicketZoom&TicketID= but not working. It is giving error : "Message: No Permission! " What to do..? Thanks... Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Reopen Phone ticket
Hello, How can Customer re-open the ticket that is raised by Agent on his behalf (i.e. Phone ticket) ? thanks. Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Re-open Phone ticket
Hello, How can Customer re-open the ticket that is raised by Agent on his behalf (i.e. Phone ticket) ? As this ticket is not listed in the Customer ticket list, how to proceed ? thanks. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Link to reopen a ticket
Hello, I want to give a link in Survey, so that Customer can re-open the ticket. I tried this : :///customer.pl?Action=CustomerTicketZoom&TicketID= but not working. It is giving error : "Message: No Permission! " What to do..? Thanks... Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Refresh '7 days Stat' on dashboard
Hello I want that '7 Day Stats' graph on dashboard should be get refresh in 5 mins, where should make the changes? I have made changes in Frontend::Agent::Dashboard::DashboardBackend###0250-TicketStats making CacheTTL = 5, but not working. Thanks.. Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Error on running PendingJob.pl
Thanks Nils, >Hi, >your system is misconfigured. >1. your LDAP connection does not work But I am getting notifications for the new tickets. On running GenericAgent.pl, I am getting below error, but then after running it, I get notifications also. C:\inetpub\wwwroot\OTRS\bin>perl GenericAgent.pl ERROR: OTRS-GenericAgent-10 Perl: 5.10.1 OS: MSWin32 Time: Wed Oct 13 10:48:32 2 010 Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSe curityContext error, data 52e, vece Traceback (2664): Module: Kernel::System::CustomerUser::LDAP::new (v1.53) Line: 151 Module: Kernel::System::CustomerUser::new (v1.55) Line: 105 Module: Kernel::System::Ticket::new (v1.416.2.5) Line: 136 Module: GenericAgent.pl (v1.59) Line: 88 Job: 'move Escalated tickets from 1st Level::404 Service Desk Claye_test to 2nd: :WFR' Job: 'move Escalated tickets from 1st Level::404 Service Desk Hannover to 2nd::W DE' Job: 'send escalation notifications' - Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (201004141054/1081). - Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (201001261037/178). > 2. status ?pending? is a statustype ?pending reminder?, but in your system it is of statustype ?pending auto? Where you saw its ?pending auto? ?? What to do ? Also just for the information, want to inform you that my system is installed in Windows. And we have disabled SLA and escalation feature. Thanks again. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing ____ From: Pradumna Maheshwari/TVM/TCS To: otrs@otrs.org, otrs-boun...@otrs.org Date: 10/13/2010 12:08 PM Subject: Error on running PendingJob.pl Hello, My Agents are not getting pending tickets notification ? When Agent raises a ticket, in the field 'Next ticket state: ' only three states are coming i.e. 'Open', 'Closed' and 'Pending' . While running PendingJobs.pl, I am getting following error - C:\inetpub\wwwroot\OTRS\bin>perl PendingJobs.pl ERROR: OTRS-PendingJobs-10 Perl: 5.10.1 OS: MSWin32 Time: Wed Oct 13 08:36:55 20 10 Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSe curityContext error, data 52e, vece Traceback (3420): Module: Kernel::System::CustomerUser::LDAP::new (v1.53) Line: 151 Module: Kernel::System::CustomerUser::new (v1.55) Line: 105 Module: Kernel::System::Ticket::new (v1.416.2.5) Line: 136 Module: PendingJobs.pl (v1.43) Line: 58 PendingJobs.pl - check pending tickets Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! Kindly tell me solution for the same. Thanks a lot in advance. Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Error on running PendingJob.pl
Hello, My Agents are not getting pending tickets notification ? When Agent raises a ticket, in the field 'Next ticket state: ' only three states are coming i.e. 'Open', 'Closed' and 'Pending' . While running PendingJobs.pl, I am getting following error - C:\inetpub\wwwroot\OTRS\bin>perl PendingJobs.pl ERROR: OTRS-PendingJobs-10 Perl: 5.10.1 OS: MSWin32 Time: Wed Oct 13 08:36:55 20 10 Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSe curityContext error, data 52e, vece Traceback (3420): Module: Kernel::System::CustomerUser::LDAP::new (v1.53) Line: 151 Module: Kernel::System::CustomerUser::new (v1.55) Line: 105 Module: Kernel::System::Ticket::new (v1.416.2.5) Line: 136 Module: PendingJobs.pl (v1.43) Line: 58 PendingJobs.pl - check pending tickets Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! Kindly tell me solution for the same. Thanks a lot in advance. Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Dynamic Objects of Stats
Hello, What is function of Dynamic Objects 'ITSMTicketFirstLevelSolutionRate' ? What tickets are considered as First level Solved ? thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Ticket closed with first customer contact
Hello, Can you please tell me, what do we mean by closing ticket with first customer contact ? How it is related to Articles of the ticket ? Is it possible to generate its report in 'Stats' ? How ? Thanks... Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] What is First Contact Resolution Rate in OTRS ?
Hello, What is First Contact Resolution Rate in OTRS ? How to calculate it ? Thanks... Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Postmaster filters ordering
Hello, Want to ask that in which order the Postmaster filters applied to incoming email ? Suppose I have 3 filters, so which filter will be applied first to incoming email or all the filters will be apply ? If one filter is matched, then will OTRS continues to match email with rest filters...? What should be the RegExp for the filter , if I want to ignore the email containing "Help us with your feedback!" anywhere in the Subject line ? Thanks a lot in advance Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Pending notification if SLA and escalation is disabled
Hello, In my OTRS system, I have disabled the facility of SLA and escalation. Is this the reason of not getting notification of "Pending Date" and "Due Date" ? or its a cronjob problem ? My crontab.txt is : MAILTO="r...@localhost" MAILTO="r...@localhost" */10 * * * *F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl -c db */20 * * * *F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl 45 */2 * * *F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PendingJobs.pl 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup */10 * * * *F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl */10 * * * *F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl 01 01 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/RebuildTicketIndex.pl 55 */2 * * *F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/DeleteSessionIDs.pl --expired 35 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/UnlockTickets.pl --timeout At the location " C:\inetpub\wwwroot\OTRS\var\cron ", I have number of file with ".DIST" extension : 'aaa_base', 'fetchmail', 'generic_agent', 'generic_agent-database', 'pending_jobs', 'postmaster', 'postmaster_mailbox', 'rebuild_ticket_index', 'session', 'unlock'. And only three of them are without ".DIST" extension i.e. 'aaa_base', 'postmaster', 'postmaster_mailbox'. Is this a problem? Kindly respond me, thanks... Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Postmaster filters ordering
Hello, Want to ask that in which order the Postmaster filters applied to incoming email ? Suppose I have 3 filters, so which filter will be applied first to incoming email or all the filters will be apply ? If one filter is matched, then will OTRS continues to match email with rest filters...? What should be the RegExp for the filter , if I want to ignore the email containing "Help us with your feedback!" anywhere in the Subject line ? Thanks a lot in advance Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Pending notification if SLA and escalation is diabled
Hello, In my OTRS system, I have disabled the facility of SLA and escalation. Is this the reason of not getting notification of "Pending Date" and "Due Date" ? or its a cronjob problem ? My crontab.txt is : MAILTO="r...@localhost" MAILTO="r...@localhost" */10 * * * *F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl -c db */20 * * * *F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl 45 */2 * * *F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PendingJobs.pl 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup */10 * * * *F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl */10 * * * *F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl 01 01 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/RebuildTicketIndex.pl 55 */2 * * *F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/DeleteSessionIDs.pl --expired 35 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/UnlockTickets.pl --timeout At the location " C:\inetpub\wwwroot\OTRS\var\cron ", I have number of file with ".DIST" extension : 'aaa_base', 'fetchmail', 'generic_agent', 'generic_agent-database', 'pending_jobs', 'postmaster', 'postmaster_mailbox', 'rebuild_ticket_index', 'session', 'unlock'. And only three of them are without ".DIST" extension i.e. 'aaa_base', 'postmaster', 'postmaster_mailbox'. Is this a problem? Kindly respond me, thanks... Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Same subject line in Zoom ticket
What should be the value given to "
Ticket::Frontend::AgentTicketNote###Subject: "in order to capture original
subject of the ticket ?
Currently its " $Text{"Note"} ".
I have tried "$Article{"Subject"}", "$Data{"Subject"}",
"$GetParam{"Subject"} ", "$QData{"Subject"}"but none is working.
Thanks...
Pradumna Maheshwari
Tata Consultancy Services
Cell:- +919930333734
Mailto: pradumna.maheshw...@tcs.com
Website: http://www.tcs.com
Experience certainty. IT Services
Business Solutions
Outsourcing
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[otrs] Diff between PendingDate and Due date?
Hello, Can you tell me, what is difference between 'PendingDate' and 'Due date'? Under what situation, should each one be used ? thanks... Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Survey body should come in HTML
Hello, The Notification body of Survey is coming in Plain text instead of HTML, How to convert it into HTML..? Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Same ticket subject in all
Kindy tell me, how to get capture original ticket's Subject in all the external notes from Zoom ticket. Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Regular Expression for Filter
Hello all.. I have a Post Master filter to ignore the mails that contain Subject starting with "Out of Office AutoReply:", then can have anything after this. I have Header 1 as 'Subject', so what should be the regular expression for 'Value'...? In "Set" option, I am setting Header 1 as 'X-OTRS-Ignore' and Value as 'yes'...is it fine..? thanks Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Email text format
Hello All... Kindly tell me, how to make various email responses in one format (plain text or html) ? As because now, sometimes its comes as Plain Text and sometime in HTML... Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Add Service field
Hello all.. I would like to add, " Service " field in 'Note' link of Zoom ticket. What I need to add in 'AgentTicketNote.dtl ? Do I need to update both '.dtl' and '.PM' files..? Thanks... Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Ticket Pending Reminder
Is there any relation between Escalation of ticket and SLA with the Pending Reminder. As we have made all escalations zero and also no SLA is there, is this a reason for Agent are not getting reminders..? Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Difference in CustomerGroupAlwaysGroups and CustomerGroupSupport
Hello , Can anyone tell me the exact difference between these two..? What should be use when..? What to do for this example: Suppose I have 10 Queues. To Customer A, I want to display only 5 queues and to Customer B, rest 5 queue. Thanks a lot. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Show levelwise Services in Agent Interface
Hello All, I want to ask that is there any relation between Services and Queues..? Is it possible to create level wise display of Services while creating a new ticket for Agent Interface? i.e. 1st level of services, followed by respective 2nd level of services, then 3rd level... Any help is appreciated... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Different Queue for different Customer
Hello all... How to display different queues to different Customer ? Example : Suppose I have 10 Queues. To Customer A, I want to display only 5 queues and to Customer B, rest 5 queue. How to do..? Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] How to show filtered levelwise Services in Agent Interface
Hello All, I want to ask that is there any relation between Services and Queues..? Is it possible to create level wise display of Services while creating a new ticket for Agent Interface? i.e. 1st level of services, followed by respective 2nd level of services, then 3rd level... Any help is appreciated... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] torsten.t...@cape-it.de
Hello All, Can you please tell me, how to add various details of users from Active Directory to OTRS system..? Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Queue get disappear after changing its name
Hello All, My problem is, When I am changing queue name from 'Queue' of Admin module. After this the updated queue get disappear from Customer Interface. What to do..? Thanks in advance.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] What is First Contact Resolution Rate in OTRS
Hello all.. Can anyone explain me what do is the meaning of 'First Contact Resolution Rate' in OTRS ? How to calculate it..? Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification is not sending to Agent when ticket reaches its pending time
Hello All, I have a problem that, the Notification is not sending to Agent when ticket reaches its pending time. I have made Escalation time of all the queues to '0', is that the reason or I need to do something else? Do i need to update Notification Management ? How to use 'bg::Agent::Pending Reminder' as on selecting it and on clicking 'Change' , in 'Type' field only 'bg::' is coming. What to do? Thanks in advance... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Problem in setting 'CustomerGroupSupport' to No
Hello, I am facing a problem. When I set 'CustomerGroupSupport' to No(i.e Default value), from Customer Interface, all the Ticket raised get disappear. Also fields of 'To' and 'Service' do not show any values inside it. What is the problem and how to resolve it. Any help is appreciated. Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Refresh '7 days Stat'
Hello I want that '7 Day Stats' graph on dashboard should be get refresh in 5 mins, where should make the changes? Thanks- Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Need to refresh Stats graph in every 5min, what to do?
Hello I want that 7 Day Stats graph should be auto refresh in 5 mins, where should make the changes? Thanks- Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Can someone explain, how First Contact Resolution Rate is calculated..?
Hello How First Contact Resolution Rate is calculated..? Is it means all tickets created and closed at the same day or ticket created and closed by one particular queue? Thanks- Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Agent user's manual
Hello Michiel, Is there any updates on Agent manual? Is it present somewhere? Thanks- Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] On modifying Queue name, it get disappear from Customer Interface while raising new ticket
Hello Nils, I am facing a problem, hope you can help me. After modifying the queue name from 'Queue' link of Admin area, the name get updated there. Also, I can see the updated queue name in the Customer Interface if any ticket has been previously raised in that queue. There updated queue name use to come. But while raising new ticket, the modified queue get disappear from 'To' option . Where I need to modify queue name more? I have updated the Queue name in Sysconfig also @ http://170.205.219.130/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Frontend::Customer::Ticket::ViewNew&SysConfigGroup=Ticket but its not working... What to do?? Thanks- Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 7 days Stat problem while saving
No Nils, it doesnt work afterward also, as the error remains. The thing is, this error is showing in IE only not in Mozilla. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing From: otrs-requ...@otrs.org To: otrs@otrs.org Date: 07/17/2010 03:07 PM Subject: otrs Digest, Vol 22, Issue 41 Sent by: otrs-boun...@otrs.org Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-requ...@otrs.org You can reach the person managing the list at otrs-ow...@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: 7 days Stat problem while saving (Nils Leideck - ITSM) 2. Re: Working time function (Nils Leideck - ITSM) 3. Re: Multiple mails by User (Nils Leideck - ITSM) 4. Re: Queuewise Timezones! (Nils Leideck - ITSM) -- Message: 1 Date: Sat, 17 Jul 2010 11:28:12 +0200 From: Nils Leideck - ITSM Subject: Re: [otrs] 7 days Stat problem while saving To: "User questions and discussions about OTRS." Message-ID: Content-Type: text/plain; charset="iso-8859-1" Hi, On 16.07.2010, at 16:05, Pradumna Maheshwari wrote: > While updating the Setting on dashboard, after checking for '7 days Stat' and saving it, I am getting an error "Unable to load Flash content. The Charts Control requires Flash Player 9.0.45 or higher. You can download the latest version of Flash Player from the Adobe Flash Player Download Center" And? Does it work afterwards? Freundliche Gr??e / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project -- next part -- An HTML attachment was scrubbed... URL: < http://lists.otrs.org/pipermail/otrs/attachments/20100717/d72209ec/attachment-0001.html > -- Message: 2 Date: Sat, 17 Jul 2010 11:31:28 +0200 From: Nils Leideck - ITSM Subject: Re: [otrs] Working time function To: "User questions and discussions about OTRS." Message-ID: Content-Type: text/plain; charset="windows-1252" Hi, On 14.07.2010, at 16:20, Alejandra Piedra wrote: > I?m trying to use the $TimeObject->WorkingTime() function, but is not returning anything! > Am I doing something wrong? I already checked the parameters, but still is not returning anything I would suggest to post this to the d...@otrs.org list as a next task. There are more developers subscribed with more experience in handling OTRS object methods and their returns. You could also post some of your code so the dev list knows what you are trying to do in more details. Freundliche Gr??e / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project -- next part -- An HTML attachment was scrubbed... URL: < http://lists.otrs.org/pipermail/otrs/attachments/20100717/359d225e/attachment-0001.html > -- Message: 3 Date: Sat, 17 Jul 2010 11:34:55 +0200 From: Nils Leideck - ITSM Subject: Re: [otrs] Multiple mails by User To: "User questions and discussions about OTRS." Message-ID: Content-Type: text/plain; charset="windows-1252" Hi, On 14.07.2010, at 21:44, Martin Waichman wrote: > I`m trying to configure an OTRS instance, but i need to send the notification to the user via Mail and SMS, I have an address to send the email to SMS, but I can`t find how to configure one user with two address. > Someone made this kind of configuration ?? In the current version of OTRS you do not have this option as a native option - like email1, email2, etc? You could try - as a quick and dirty workaround - to just fill the email field with two email addresses separated by comma. nils.leid...@leidex.net, nils.leid...@otrs.com This does work but you definitively have to test the ticket creation process on your installation (by phone AND incoming email). Freundliche Gr??e / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project -- next part -- An HTML attachment was scrubbed... URL: < http://lists.otrs.org/pipermail/otrs/a
[otrs] 7 days Stat problem while saving
Hello All, While updating the Setting on dashboard, after checking for '7 days Stat' and saving it, I am getting an error "Unable to load Flash content. The Charts Control requires Flash Player 9.0.45 or higher. You can download the latest version of Flash Player from the Adobe Flash Player Download Center" Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] browser compatibility problem of missing image
Hello All, I have a problem. I have Production server link and Development server link. At development server, In Mozilla, both the links are opening fine but in IE, Development server link is opening fine and in Prod link I am getting an unwanted image of missing image, but at that place there is no image at all. Can someone give any suggestion? I know its browser compatibility problem, but then Development link is opening fine and not Prod link...? Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] otrs Digest, Vol 22, Issue 37
Hi Alexander, Thanks a lot. What is ACLs? I updated the Queue name in Sysconfig also @ http://170.205.219.130/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Frontend::Customer::Ticket::ViewNew&SysConfigGroup=Ticket but its not working... After changing the queue name, in Customer interface I can see the updated name if any ticket has been previously raised on that queue. There updated queue name use to come. But while raising new ticket, the modified queue get disappear. Where I need to modify queue name more? Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Modifying Queue name, not reflecting
Hello All, I am facing a problem that after modifying the queue name from 'Queue' link, that queue get disappear from Customer interface while raising new ticket. what to do? Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
