[otrs] OTRS Warning messages

Hello Everyone, I have been getting this warning message in Linux System messages continuously and even in error messages of OTRS. Its flodding every second such messages. I have not been able to figure out the exact cause of this. Would be thankful if anyone has any idea over this. internal OTR

Re: [otrs] few questions

A *Configuration Management Database* or *CMDB* is a database used to store Configuration records throughout their life cycle. A CMDB is part of the Configuration Management System, and there may be several databases within the syst

Re: [otrs] Queue View and Ticket Owner

One of the clients my company has deployed OTRS::ITSM to, wanted to have control over all tickets, even the locked ones. Since Ticket::Frontend::AgentTicketOwner###RequiredLock set to NO did NOT do the trick, we decided to use a cron job to unlock all tickets once in awhile: */10 * * * * perl /opt

Re: [otrs] Queue View and Ticket Owner

It looks quite strange. unless it is not configured something strange seem that SD sets agents too. Are you able to tell us how they do a ticket ? they sends email or they use the web interface ? are they otrs agents or customer ? Are you able to tell us how SD opens tickets On Tue, Apr 14, 200

Re: [otrs] Queue View and Ticket Owner

Thank you Marco. In our installation we have a rule that the Service Desk assigns tickets only at the Group level, not the Agent level. That way "Queue Monitors" for the Groups can then assign to the Agents and begin the work in progress. As OTRS by default assigns the ticket creator as the owne

Re: [otrs] Queue View and Ticket Owner

this is the manner that tickets are managed by otrs. It means that a ticket is in "work in progress" by the agent that has taken it. Listed in the browse windows mean that ticket are not owned by anyone ("waiting to be worked") so not still in "wip" state On Tue, Apr 14, 2009 at 9:17 PM, James Bu

Re: [otrs] Queue View and Ticket Owner

James, I think this is working as designed. The queue view only displays unlocked tickets by default (if the owner is set I believe the ticket is locked to that agent. However when you are in the queue view you are able to display all tickets - just above the "My Queues" link there is a line

Re: [otrs] Queue View and Ticket Owner

Thank you Leonardo. You seem to be the only one in the community who will answer my questions. It seems, however, the Agent must be the Owner of the ticket for it to show up in the Queue. Does this seem reasonable? For example I have a group called security test group and an associated queue, se

Re: [otrs] Queue View and Ticket Owner

Hi there, Go to index.pl?Action=AdminUserGroup and associate each User(Agent) to Groups. Then go to index.pl?Action=AdminQueue and associate each queue to a Group. When an user has access over a group, he will also have access to the queue associated to that group. Greetings, On Tue, Apr 14, 200

[otrs] Queue View and Ticket Owner

Hello all. I've implemented OTRS ITSM 1.2.3. I've come across a situation I can't explain. It seems that only the Owner of a Ticket can see that Ticket in the Queue View. I want all Agents in the Group assigned to a Queue to be able to view those Tickets whether they are Owner or not. How

[otrs] Lotus SendmailModule settings

Hi, I'm trying to figure out how to configure OTRS with a Lotus mail account - I've set it up before with standard mail (e.g. Outlook), but I'm not sure how to enter Lotus settings.. what format should I enter in the following boxes?: SendmailModule::Host SendmailModule:AuthUser Thanks a mill

[otrs] Spam and Foreign Character Sets

Hi, OTRS seems to get hung up occasionally on emails with foreign character sets. When this happens, the postmaster will continue to fetch the messages over and over, essentially filling up our queues with junk. This is the error message I get: POP3: Message 4/4 (supp...@equipmentsearch.

Re: [otrs] Generating customized reports

Hi, First of all thanks, My requirements are: i need to create a report which would contain the details of a ticket, like: ticket subject, ticket body, creation time, time taken to close ti etc. My questions: * can i do this from stats? * if not how can i achieve this? do i have to modify t

Re: [otrs] Generating customized reports

Hi, First of all thanks, My requirements are: i need to create a report which would contain the details of a ticket, like: ticket subject, ticket body, creation time, time taken to close ti etc. My questions: * can i do this from stats? * if not how can i achieve this? do i have to modify t

Re: [otrs] few questions

Hi, CMDB means Configuration Mangement DataBase and is structure to support ITSM. All Config Items are saved in CMDB. Notice that CMDB is not an database in a technical point of view. Afshar Mohebbi On Tue, Apr 14, 2009 at 11:59 AM, sander vink wrote: > Hello All! > > I've a few questions. > W

[otrs] few questions

Hello All! I've a few questions. What do people mean by CMDB? Why is there a function for lock and unlock a ticket? And how to use it? Thanks for all of your support! Kind regards, Sander - OTRS mailing list: otrs - Webpage: h