Re: [otrs] Archive

2009-05-19 Thread Mani Padisetti
Sorry, I meant a searchable archive. Anyone has a link for searchable archive of the emails? Rgds Mani Mani Padisetti wrote: Evening A while ago Frans or someone gave the link for the archived emails for this discussion group so that we could search for the answers before posting. Would anyon

Re: [otrs] Noob - customising Customer User fields

2009-05-19 Thread Marius Schrecker
Hi again, Thanks for the link. I still can't see exactly how much of the section from Defaults.pm needs to be loaded into Config.pm. I have the functionality working correctly by copying the whole of the "CustomerUser stuff" section, but the question was if I can get away with less (i.e onl

Re: [otrs] Archive

2009-05-19 Thread Frans Stekelenburg
Hi Mani, Very good question, I am happy to answer :-) ==> http://www.mail-archive.com/ I find this site quite useful. For this list [otrs]: http://www.mail-archive.com/otrs@otrs.org/ Also for the DEV list: http://www.mail-archive.com/d...@otrs.org/info.html Of course the ITSM list: http://w

Re: [otrs] Multiple Email, 1 customer user

2009-05-19 Thread Marius Schrecker
Tim Bos wrote: Is it possible to have multiple email addresses for 1 customer user. We have some customers that use multiple email addresses, and I don’t want to have to give them multiple logins. I found an article from 2 years ago with the same request, but there was no answer. Thanks.

Re: [otrs] Multiple Email, 1 customer user

2009-05-19 Thread Michiel Beijen
I think this is a very valid request; it has already been logged in Bugzilla. http://bugs.otrs.org/show_bug.cgi?id=3770 Now only if a company wanted it so badly that they coded it (or hired someone to code it)... KR -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://be

[otrs] Problem mapping Customer Users to Services

2009-05-19 Thread Richard Cross
I'm using OTRS 2.3.4 with ITSM 1.2.3, and having difficulty managing our company services against customer users. I have organised the company services into a logical hierarchy, but we manage a lot of different services and after entering around 25% of our services, I've already got about

[otrs] Valid child-queue of invalid parent

2009-05-19 Thread Marius Schrecker
Hi again, Is there any way of creating a child queue (for example Bugs:Frontend) that is valid, where the parent (Bugs) is not (or at least can't contain tickets)? Cheers! Marius - OTRS mailing list: otrs - Webpage: http

[otrs] search: csv export

2009-05-19 Thread sander vink
Hi all, I like to add the "Solution" and "closing time" to csv export in the search section? I'm using Fedora 9, with OTRS 2.3.4 (ITSM 1.2.3). So is it possible to add it to csv export? I looked at de AdminSysConfig -> Ticket::Frontend::AgentTicketSearch###SearchCSVData But I don't know which

[otrs] mail format

2009-05-19 Thread Marius Schrecker
Hi again, I'm a bit confused about the format of answers. More specifically about the placement of the text from the original mail. I always get : Salutation Original text Configured reply Signature Obviously I can get around the limitation using carefully worded salutations, but it would b

Re: [otrs] mail format

2009-05-19 Thread Shawn Beasley
Hi Marius, On 19.05.2009, at 11:12, Marius Schrecker wrote: Hi again, I'm a bit confused about the format of answers. More specifically about the placement of the text from the original mail. I always get : Salutation Original text Configured reply Signature Config Options: Ticket -> F

Re: [otrs] mail format

2009-05-19 Thread Marius Schrecker
Excellent! Thank you. I hadn't realised how powerful the SysConfig area was :-) Cheers! Marius Shawn Beasley wrote: Hi Marius, On 19.05.2009, at 11:12, Marius Schrecker wrote: Hi again, I'm a bit confused about the format of answers. More specifically about the placement of the text from

Re: [otrs] Valid child-queue of invalid parent

2009-05-19 Thread Frans Stekelenburg
Yeah, I think I did that once. Outcome was pretty nice to (one could select the child, parent was grey): Make parent valid. Create child. Make parent invalid again. Amazing piece of birth control ;-) gr, Frans > -Original Message- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs

Re: [otrs] Valid child-queue of invalid parent

2009-05-19 Thread Shawn Beasley
Hi All, On 19.05.2009, at 11:55, Frans Stekelenburg wrote: Yeah, I think I did that once. Outcome was pretty nice to (one could select the child, parent was grey): Make parent valid. Create child. Make parent invalid again. I would recommend leaving the queue valid, but not assigning any

Re: [otrs] Company tickets

2009-05-19 Thread LQ Marshall
I assume that under your item one that you meant to say ... created new Company called XYZ? Don't know who might have said that all items would update... as you have noted they will not. To my knowledge you have two options, manual edit tickets via OTRS interface or edit database directly. Manual

Re: [otrs] Valid child-queue of invalid parent

2009-05-19 Thread Marius Schrecker
Thanks for the excellent suggestions. Will try both :-) Cheers! Marius Shawn Beasley wrote: Hi All, On 19.05.2009, at 11:55, Frans Stekelenburg wrote: Yeah, I think I did that once. Outcome was pretty nice to (one could select the child, parent was grey): Make parent valid. Create child. M

[otrs] Problem with reply message

2009-05-19 Thread Nicola
Hi to all. I've installed OTRS 2.3.4 on Suse linux 10. All is working but I have a problem. I can reply only to tickey in the RAW queue. If message are moved to another queue there is no link for compose the empty message. Message from the RAW queue are sent correctly to user that generate the t

Re: [otrs] Problem with reply message

2009-05-19 Thread Michiel Beijen
Go to Admin and then to Responses <> Queue to tie responses to queues. Also the empty message has to be tied to a queue in order to use it. KR -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Tue, May 19, 2009 at 14:11, Nicola wrote: > Hi to all. >

Re: [otrs] Problem with reply message

2009-05-19 Thread Nicola
Thanks. Now alla works! Nicola 2009/5/19 Michiel Beijen : > Go to Admin and then to Responses <> Queue to tie responses to queues. Also > the empty message has to be tied to a queue in order to use it. > > KR > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http

Re: [otrs] Problem mapping Customer Users to Services

2009-05-19 Thread Leonardo Certuche
You could use checkboxmate or checkfox, both are firefox add-ons that will make your clicking tasks easier ;) Leonardo Certuche On Tue, May 19, 2009 at 2:52 AM, Richard Cross wrote: > I'm using OTRS 2.3.4 with ITSM 1.2.3, and having difficulty managing our > company services against customer us

Re: [otrs] Otrs installation for Mssqlserver2005

2009-05-19 Thread ravi shanker
Hi Afshar, To start with, is Active perl installation must for sqlserver to work for OTRS? i don't have active perl installation in my system. #settings for mSsqlserver $Self->{DatabaseDSN} = "DBI:ODBC:driver={SQLServer};Server=58.2.71.49,1433;database=otrs;uid=otrs;pwd=password;"; $Self->{"Datab

[otrs] Creating customer users from tickets

2009-05-19 Thread Quentin Stafford-Fraser
Hello all - a brand new user here... Is there an easy way, when looking at a ticket message, to create a new customer user? It seems to me that this would be a common flow: 1. User, reading website, sends message to support OTRS system 2. Support person finds message in queue and thinks "Th

[otrs] Ticket Solution Time

2009-05-19 Thread Carolina Rendon
Hello!!! I have a question related to the calculation of total ticket solution time: Is it possible for OTRS to have like a "frozen" time which does not affect the time of SLA? I have an example: Suppose you define a SLA called "High" and you define that ticket solution time for this SLA is 1 hou

Re: [otrs] Ticket Solution Time

2009-05-19 Thread Fürtbauer Wolfgang
Hi, As far as I know: no way to configure. But if you,re using ITSM I posted a patch recently, which would help Best regards Wolfgang --- Wolfgang Fürtbauer Head of IT Asamer Holding AG Von: otrs-boun...@otrs.org An: User questi

Re: [otrs] Ticket Solution Time

2009-05-19 Thread Leonardo Certuche
Hi there, What Carolina asks is the way IT outsourcing providers want their service to be measured and we haven't been able to achive it. We tried to move tickets to a queue or an SLA associated to calendars without working ours but once you move them back, they keep counting from created time. T

Re: [otrs] Stats error

2009-05-19 Thread Maurice James
This is not the case here. Thanks Afshar. Does anyone else have any ideas? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Afshar Mohebbi Sent: Monday, May 11, 2009 10:54 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Stats error Hi Maurice,

[otrs] Mass import users

2009-05-19 Thread Maurice James
Does anyone have a script to mass import users as customers into OTRS 2.3.4? Perhaps from an Active Directory dumped into a CVS file? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/o

Re: [otrs] why ticket's body or note is mandatory?

2009-05-19 Thread Maurice James
Why bother adding a note if you are going to leave the body empty? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Afshar Mohebbi Sent: Tuesday, May 19, 2009 1:01 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] why ticket's body or note is mandator

[otrs] Stable version of otrs for CentOS 5.2 ??

2009-05-19 Thread Amanpreet Singh
hi, i have worked with otrs 2.2.7 on a debian machine, but now i am planing for otrs on CentOS, please suggest which version of otrs is stable for CentOS 5.2. thanks -- regards: Amanpreet Singh - OTRS mailing list: otrs - Webpag

Re: [otrs] Ticket Solution Time

2009-05-19 Thread Fürtbauer Wolfgang
no problem, here is the link to the (german) otrs-forum entry http://www.otrs-forum.de/viewtopic.php?f=21&t=3219 quick translation: in this patch, I'm using the "Additional ITSM fields" in the SLA calculation "Repair start time" if entered is treated as start point for reponse time "Recovery