Re: [otrs] Ticket Solution Time

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

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

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] why ticket's body or note is mandatory?

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] Mass import users

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] Stats error

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,

Re: [otrs] Ticket Solution Time

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] Ticket Solution Time

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

[otrs] Ticket Solution Time

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

[otrs] Creating customer users from tickets

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

Re: [otrs] Otrs installation for Mssqlserver2005

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

Re: [otrs] Problem mapping Customer Users to Services

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] Problem with reply message

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 with reply message

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. >

[otrs] Problem with reply message

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] Valid child-queue of invalid parent

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

Re: [otrs] Company tickets

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

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] Valid child-queue of invalid parent

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] mail format

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] mail format

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

[otrs] mail format

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

[otrs] search: csv export

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] Valid child-queue of invalid parent

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] Problem mapping Customer Users to Services

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

Re: [otrs] Multiple Email, 1 customer user

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

Re: [otrs] Multiple Email, 1 customer user

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] Archive

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] Noob - customising Customer User fields

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

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