Re: [otrs] Upgrading from mySQL 4 to mySQL 5 and from 2.0.4 to 2.1
--- Nils Breunese (Lemonbit) [EMAIL PROTECTED] wrote: Daniel wrote: If you download the .tar source , there is an UPGRADE.txt that you can have a read through. Unfortunately I have only installed 2.1 on a new clean system (FC5) with the rpm , and must say everything went fine without a hitch. If you do indeed brave the upgrade , I think I for one will greatly appreciate your feedback , as I have not yet been brave enough to upgrade our production system. I have always just upgraded using the rpm (rpm -Uvh otrs*.rpm). Started out with the 2.0 beta's and now at 2.1.4. Never had a problem. Nils Breunese. I went from 2.0.4 to 2.1.4, and mysql from 3.x to 5.x, redhat ES3 to Mandriva 2006 I performed a clean install of otrs, copied over a few config system wide config settings...and followed instructions inside UPGRADE.txt to convert the dbeverything worked flawlessly in under 4hrs We won't tell. Get more on shows you hate to love (and love to hate): Yahoo! TV's Guilty Pleasures list. http://tv.yahoo.com/collections/265 ___ 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 Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] SOLVED: Tickets Average open time
--- Richard Mollel [EMAIL PROTECTED] wrote: Hi, I am trying to run metrics...to find out average time of tickets stay open, for say, a week, a month or total average from a given point in time. Any clues on how to achieve this, even if it means custom script fetching input from mysql db? Where is the best place to locate the mysql variable names? _Thanks Richard Revisted this today...and just incase someone was looking into similar issueI ended up performing one-liner mysql call...using builtin functions found under newer versions of mysql (4+)...after locating the table fields that hold needed variables and determined their datatype. otrsselect AVG(TIMESTAMPDIFF(HOUR, create_time, change_time)) from ticket; ++ | AVG(TIMESTAMPDIFF(HOUR, create_time, change_time)) | ++ |61.3636 | ++ 1 row in set (0.00 sec) Gave me average open time of all tickets in the system. this has no logic for night hours, work hours, weekends or anything like that.but it is exactly what i needed. Richard __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Upgrading from 2.0.4 to 2.1.2(3)?
Hi Daniel, Did you get favorable responses? If so, do you mind sharing please? _thanks --- Danie [EMAIL PROTECTED] wrote: Hi , We are in the process of upgrading to 2.1.3 (see that is the latest on ftp) , I have read the small UPGRADING.txt file and it seems like a fairly simple procedure. We are running OTRS 2.0.4 on a dual Xeon FC5 machine and mysql-5.0.18-2.1. It will probably be a rpm upgrade , as the original install was from rpm. Are there any other pitfalls and/or hints that anyone can provide as this is a production system and we would like things to go as smoothly as possible :) Thanks in Advance! Daniel ___ 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 Support orr consulting for your OTRS system? = http://www.otrs.com/ Have a burning question? Go to www.Answers.yahoo.com and get answers from real people who know. ___ 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 Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] otrs-2.1.3 stats xml configuration
Hi, Wondering if someone is willing to share their Stats configuration (can be exported as xml file from within otrs)..if it can perform stats check for average_time_tickets_are_open..on a system. Anything close to this will also be appreciated _Thanks Richard Need a quick answer? Get one in minutes from people who know. Ask your question on www.Answers.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] default queue
--- Alan Silver [EMAIL PROTECTED] wrote: Hello all: I am currently setting up otrs version 2.0.4 on rhel 4. Initially all mail was going into the Raw queue. All of the sudden (god knows what I did), it is getting sent to the Postmaster queue instead. I also tried to set up a filter in the PostMaster Filter Management admin page so that spam would go into the junk queue. But all that mail as well is being dumped into the Postmaster queue. Here is a snippet from my /var/log/messages [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [200608021014/test 8/2 1] created (TicketID=13,Queue=Postmaster,Priority=3 normal,State=new) Anyone have any ideas why it is delivering to Postmaster queue rather than Raw? Thanks in advance al What is the systemaddress that mail is sent to get to your otrs system? In general, make it different from the default one which by default is also used by postmaster and raw. Under admin, select the queue that will be your mail queue, assign it an email address that is different from that of postmaster or raw. Richard __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] default queue
--- Alan Silver [EMAIL PROTECTED] wrote: Richard Mollel wrote: --- Alan Silver [EMAIL PROTECTED] wrote: Hello all: I am currently setting up otrs version 2.0.4 on rhel 4. Initially all mail was going into the Raw queue. All of the sudden (god knows what I did), it is getting sent to the Postmaster queue instead. I also tried to set up a filter in the PostMaster Filter Management admin page so that spam would go into the junk queue. But all that mail as well is being dumped into the Postmaster queue. Here is a snippet from my /var/log/messages [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [200608021014/test 8/2 1] created (TicketID=13,Queue=Postmaster,Priority=3 normal,State=new) Anyone have any ideas why it is delivering to Postmaster queue rather than Raw? Thanks in advance al What is the systemaddress that mail is sent to get to your otrs system? In general, make it different from the default one which by default is also used by postmaster and raw. Under admin, select the queue that will be your mail queue, assign it an email address that is different from that of postmaster or raw. Richard A This is indeed my problem. So, it seems that what I set in the System Email Address management area, then, email to that email address will go directly into the queue specified. So, in my case, I have one email address that is using otrs, call it [EMAIL PROTECTED] how do I set it so that email normally gets sent to the raw queue, but that I can still use the filters based on headers so that I can filter spam that is being sent top [EMAIL PROTECTED] to the Junk queue? alan Check POP3 Account Management under PopMasterPOP3 Account. Select Dispatching by Email To Field. The PosterMaster Filter will be still usedas stated on that window:: All incoming emails with one account will be dispatched in the selected queue! If your account is trusted, the already existing x-otrs header at arrival time (for priority, ...) will be used! PostMaster filter will be used anyway. _Thanks Richard Mollel __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Field(s) that hold ticket Age variable
Hi, I am trying to figure out the variables used for ticket age. Intention is to customize a query to show the average open time for closed tickets., ie. how long on average are tickets usually open before they are closed, either successfully or unsuccessfully. I have looked it up in SysConfig modules like Core::Ticket and Core, Core::Time to no avail Basically, i believe if i can see how the Age data for a ticket is arrived at, then i should be able to deduce what i am looking for. Please point out either SysConfig or direct mysql access _Thanks Richard __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Tickets Average open time
Hi, I am trying to run metrics...to find out average time of tickets stay open, for say, a week, a month or total average from a given point in time. Any clues on how to achieve this, even if it means custom script fetching input from mysql db? Where is the best place to locate the mysql variable names? _Thanks Richard __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] manager email for all closed emails
--- Alexander Scholler [EMAIL PROTECTED] wrote: Hi Richard, Richard Mollel schrieb: Hi, I am trying to configure otrs to copy a manager the closing email of every ticket, regardless of agent or queue the ticket was associated with. Simply to keep stock of what actual emails have been closed, realtime, rather than running reports every now and then querying for closed tickets. Any tips of on how to achieve this welcomed. Running otrs 2.0.4 _Thanks Richard I got the statement from otrs.de that OTRS can not handle such online-actions that are not directly implemented like priority-change-notifications. I suggest the following without concret implementation details: * Build an GenericAgentJob that runs every e.g. 10 min * This job searches for all closed tickets with an empty ticketfreekey8/value8 * Set ticketfreekey8 to reported_to * Mail the information you want to [EMAIL PROTECTED] * Set ticketfreevalue8 to [EMAIL PROTECTED] I don't know how to implement this mailing-function. Perhaps quick and tirty hard-coded within an modified GenericAgent.pm, or better through a self written modul !??? Bye, Alex ___ 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 Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/ Mmmhhhthanks for the tip...i will try come with the solution, and if successful, post it here. __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] manager email for all closed emails
Hi, I am trying to configure otrs to copy a manager the closing email of every ticket, regardless of agent or queue the ticket was associated with. Simply to keep stock of what actual emails have been closed, realtime, rather than running reports every now and then querying for closed tickets. Any tips of on how to achieve this welcomed. Running otrs 2.0.4 _Thanks Richard __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Cron jobs for otrs user does not start
Check whether you have /etc/cron.allow and whether otrs user is allowed to run cron Or, is crond actually running? --- Mike Lykov [EMAIL PROTECTED] wrote: Ð ÑообÑении Ð¾Ñ ÐонеделÑник 13 ФевÑÐ°Ð»Ñ 2006 17:27 Alina Florea напиÑал(a): I must launch /opt/otrs/bin/PostMasterPOP3.pl manually in order to have teh new emails comming in OTRS system. This line */10 * * * * $HOME/bin/PostMasterPOP3.pl /dev/null exists in the crontab. I don't see were the problem could be. Can anyone help me? Alina, try: - change /dev/null to some file , like /tmp/cronlog - see at your syslog, if configured, like /var/log/cron/ -- Mike Lykov ISP Samtelecom, Administrator ___ 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 Support oder Consulting f�r Ihr OTRS System? = http://www.otrs.de/ __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Re: new install help?
Have you doublechecked the trial stuff about linking queue to auto-response? If so, after a ticket is created, if you check the history of the ticket, do you see an entry like:: SendAutoReply AutoReply sent to user name [EMAIL PROTECTED]. x [EMAIL PROTECTED] (Admin OTRS) 02/09/2006 11:48:03 Please reply... _Thanks Richard Mollel --- [EMAIL PROTECTED] wrote: Since there is nothing in the exim/mainlog file I would that it has nothing to do w/ the exim configuration at all, as otrs isn't sending to exim, exim is setup as a full blown mta site as we provide email/ISP services for over 50 domains (we are an ISP) When we close a ticket, those notifications do go out!! Thanks for any other insight Dan -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Sunday, February 12, 2006 5:36 PM To: otrs@otrs.org Cc: [EMAIL PROTECTED] Subject: [otrs] Re: new install help? I've recently setup an otrs system on debian, using the apt-get process, everything worked and the system appears functional, however, when a request is sent via email, the ticket is created, however the end user does not receive a notification that a ticket was created nor does the support staff, even though the system log says that the notification was sent, the MTA log (exim) does not have any events for those notifications, when I close the ticket through the web interface the end user receives that notification, the support staff does not How did you set up Debian to handle mail? I believe that's key. Make sure you set it up as an Internet Site that sends and receives mail itself. I'm sure there is someone on this list that understands mail routing more than I that can give some insight. It must be an exim configuration but I'm suprised there is nothing in /var/log/exim4/mainlog One of the first thing I did when I installed OTRS on Debian was to install postfix which removes exim, only because I know a little about postfix and nothing about exim. Good Luck! Mike ___ 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 Support oder Consulting fr Ihr OTRS System? = http://www.otrs.de/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.6/258 - Release Date: 02/13/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.6/258 - Release Date: 02/13/2006 ___ 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 Support oder Consulting f�r Ihr OTRS System? = http://www.otrs.de/ __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Company Contact confusion
I would say create customer groups...(which in this case, would be the Companies) and in them, make individual members (employees of each company) members of that group. _Thanks Richard --- Oliver Buckie [EMAIL PROTECTED] wrote: I am new to OTRS and trying to understand how I best setup my Customers within the system. We have many Customers (these are actual Companies / Firms and not persons). Each Customer can have more than one Contact (actual persons / individuals working within the Company). In OTRS I only find a Customer creation page refering to actual perons. 1. How do I setup actual Companies which can have Contacts persons associated? 2. How do I link Contact Persons to Companies? 3. Can I create a Company profile (with contact details such as address, main tel fax...) and then link Contacts to this? ... have I mis-understood how OTRS should be implemented? Thanks for your clarification of these matters. ___ 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 Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/ __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Customer Notify when Status -- Closed How?
Hi, This is done per queuein the section of ticket status notification. What i have found out so far is that by turning that on...the it notifies customer to many times, for things like status change from new-open (i.e. when an agent takes ownership...and probably puts a note..next status sets itself to open) And from this, you will receive questions of whats the difference btwn open and new. --- KartheeK [EMAIL PROTECTED] wrote: Hello All, I want to know if there is a way to automatically shoot an email to the customer ONLY when the status is CLOSED... Regards KartheeK Send instant messages to your online friends http://in.messenger.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/ __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Status Change when customer follows up Howto?
Mmmhhh...are you running version 2.0.4?
I grep -i FollowUpState in whole of Kernel/System dir,
no answer!
Then I searched even for the word open in the
Postmaster.pm, no answer either..
I need that solution.
_thanks
Richard
--- KartheeK [EMAIL PROTECTED] wrote:
Hello,
There is this setting in:
/opt/otrs/Kernel/System/PostMaster.pm
# PostmasterFollowUpState
# (The state if a ticket got a follow up.)
[default: open]
$Self-{PostmasterFollowUpState} = 'open';
As we see the default setting is open; change this
to the desired state...
This should work.. Myself yet to test
Regards
KartheeK
Richard Hinkamp - BeSite [EMAIL PROTECTED] wrote:
Please share your solution! :)
Richard
KartheeK wrote:
Ho Great-OTRS, I got a quick solution: I found a
configuration setting in
opt/otrs/Kernel/System/PostMaster.pm / . OTRS is
really a great
application
___
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
Support oder Consulting für Ihr OTRS System?
= http://www.otrs.de/
Send instant messages to your online friends
http://in.messenger.yahoo.com
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe:
http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
= http://www.otrs.de/
__
Do You Yahoo!?
Tired of spam? Yahoo! Mail has the best spam protection around
http://mail.yahoo.com
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
= http://www.otrs.de/
Re: [otrs] Agent reply to ticket notification
OTRS can do all four #3 can is achievable via compose email on the ticket screen. Infact, i have found out that i can have pre-composed replies and select which one to use, if you do encounter repetitive questions. _Thanks Richard --- Peake, Jeremy [EMAIL PROTECTED] wrote: Can OTRS do this: 1) A user sends in a ticket via email. 2) The queue agent gets a notification (via email) with the ticket details 3) The agent replies to the ticket notification with a response to the user 4) The OTRS server adds the agent response to the ticket and sends it to the original user It looks like it does everything except send the agent's response back to the user Thanks Jeremy P ___ 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 Support oder Consulting f#252;r Ihr OTRS System? = http://www.otrs.de/ __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Agent reply to ticket notification
Maybe with some tweaking... (leaving that to someone else more informed) but i have tested something similar. Infact, when i (should be an agent) replied to a ticket without changing ticket subject, OTRS made me the originator of the ticket..and thus when i sent responses via the webit sent them to me as well. Unless there is a way to lock an email_address as an agent_id ONLY, i cant see it working. _Thanks Richard --- Peake, Jeremy [EMAIL PROTECTED] wrote: Oops, let me clarify I can do 1-3 fine. #4 isn't working for me. Instead of going to the OTRS web and composing the email there, can the agent simply reply to the notification in order to get a response to the user (using Outlook, not logging into the OTRS system) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Richard Mollel Sent: Thursday, January 19, 2006 9:48 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Agent reply to ticket notification OTRS can do all four #3 can is achievable via compose email on the ticket screen. Infact, i have found out that i can have pre-composed replies and select which one to use, if you do encounter repetitive questions. _Thanks Richard --- Peake, Jeremy [EMAIL PROTECTED] wrote: Can OTRS do this: 1) A user sends in a ticket via email. 2) The queue agent gets a notification (via email) with the ticket details 3) The agent replies to the ticket notification with a response to the user 4) The OTRS server adds the agent response to the ticket and sends it to the original user It looks like it does everything except send the agent's response back to the user Thanks Jeremy P ___ 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 Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/ __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/ ___ 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 Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/ __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] v2.0.4 Changing Ticket Sequence Number
(Re-posting...i did not receive my own posting initially.) Hi, I installed ver 1.3 initially, everything tested OK. Now i installed 2.0.4, and i do not see the choice for using a custom ticket numbers. It defaults to Ticket#200601110118 format. I need something shorterwhere is this option? It was straight forward in the old installation. _Thanks in advance Richard. __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
SOLVED: [otrs] v2.0.4 Changing Ticket Sequence Number
Thanks for your response. I also just found this
option, in Default.pm and moved it to Config.pm.
The change i made was::
#For ticket ID's::
$Self-{'Ticket::NumberGenerator'} =
'Kernel::System::Ticket::Number::AutoIncrement';
# further config option for
Kernel::System::Ticket::Number::AutoIncrement
# (min ticket counter size)
$Self-{'Ticket::NumberGenerator::MinCounterSize'}
= 3;
This works, getting short (5 digits total) ticket
number.
_Thanks
Richard
--- [EMAIL PROTECTED] wrote:
Hello Richard,
Try:
Config Options: Ticket - Core::Ticket
Ticket::NumberGenerator
Vielen Dank,
Shawn Beasley
Support - IT
-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] Im Auftrag von
Richard Mollel
Gesendet: Donnerstag, 12. Januar 2006 17:40
An: otrs@otrs.org
Betreff: [otrs] v2.0.4 Changing Ticket Sequence
Number
(Re-posting...i did not receive my own posting
initially.)
Hi,
I installed ver 1.3 initially, everything tested OK.
Now
i installed 2.0.4, and i do not see the choice for
using a custom ticket numbers. It defaults to
Ticket#200601110118 format.
I need something shorterwhere is this option? It
was straight forward in the old installation.
_Thanks in advance
Richard.
__
Do You Yahoo!?
Tired of spam? Yahoo! Mail has the best spam
protection around
http://mail.yahoo.com
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe:
http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
= http://www.otrs.de/
___
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
Support oder Consulting für Ihr OTRS System?
= http://www.otrs.de/
__
Do You Yahoo!?
Tired of spam? Yahoo! Mail has the best spam protection around
http://mail.yahoo.com
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
= http://www.otrs.de/
[otrs] FAQ Entries
Hi, Still a newbie here...trying to customize otrs to my liking. Questions: 1. How do entries end up in the faq section? I can't seem to figure that out so far... (maybe with time i will). 2. I need to be able to designate certain closed cases as candidates for the FAQ. So, when i am closing a case, in the note section, i would prefer to see an option other than note internal, such as note public for example. 3. Under my http://hostname/otrs/public.pl, there are no entries...and i dont know how to designate anything to go there yet. If you could save me some time figuring this out, it would help a great deal. _Thanks Richard __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] FAQ Entries
Hi, I managed to locate qtn. #1 3 easily via gui. But question #2 remains. I would like to designate certain tickets and their resolutions and candidates for the faq/public area, without re-typing them in that section. Any assistance highly welcomed _Thanks Richard --- Richard Mollel [EMAIL PROTECTED] wrote: Hi, Still a newbie here...trying to customize otrs to my liking. Questions: 1. How do entries end up in the faq section? I can't seem to figure that out so far... (maybe with time i will). 2. I need to be able to designate certain closed cases as candidates for the FAQ. So, when i am closing a case, in the note section, i would prefer to see an option other than note internal, such as note public for example. 3. Under my http://hostname/otrs/public.pl, there are no entries...and i dont know how to designate anything to go there yet. If you could save me some time figuring this out, it would help a great deal. _Thanks Richard __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/ __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Queue View - can it show the last action time?
Hi, I new am new to OTRS as wellbut i believe i saw that capability in the history tab under queue view. _Thanks Richard --- Peake, Jeremy [EMAIL PROTECTED] wrote: I am new to OTRS, coming over from RT. When I look at a queue in RT, it shows a list of tickets, the last time a help desk person sent a note to the ticket originator, and the last time the ticket originator sent a response back. This is handy to quickly see which tickets the user has sent a follow up to. Or if a user has responded to the help desk's request for more info. Can OTRS show this info on the Queue View screen? Thanks Jeremy ___ 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 Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/ __ Yahoo! DSL Something to write home about. Just $16.99/mo. or less. dsl.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] No password needed for customer end?
Hi, I am setting up otrs for the first time for internal use. Users are complaining already for too many passwds to remember. Since this will all be accessible via intranet, how can i remove the passwd requirement for customers to view their tickets? When a ticket is created, and a customer is email a URL containing his ticket, i need them to be able to simply click on the link, and see their ticket, without being requested for a passwd. _Thanks Richard __ Yahoo! DSL Something to write home about. Just $16.99/mo. or less. dsl.yahoo.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
