[otrs] Additional Fields in Customer Interface

Hi All, Is their any way to add some additional fields in ticket details at customer interface side. I want to add a filed Customer ID with the existing fields (i.e. Ticket ,Age,Subject,state,queue,owner). With this I am trying to achieve that when any one access the company ticket he will know f

[otrs] can't find cron job example file in /var/cron

The OTRS manual says: If you want to fetch your mail automatically every ten minutes, you can use a cron job and the example entries that are available in the file var/cron/postmaster_mailbox.dist. When I navigate to that directory, these are the files I see: /opt/otrs/var/cron # l total 40 -rw

[otrs] Customer with multiple IDs, too much IDs

I have another question about OTRS. We have a lot of customers and we implemented the function "Customer with multiple IDs" described here http://doc.otrs.org/2.4/en/html/x1801.html The problem is that we need to assign a lot of customer ids to a customer user and the textbox is too short. I need t

Re: [otrs] Sun Directory Server (LDAP) integration with OTRS 2.4.7

Hi Deniz, the LDAP configuration is mainly configured in the config.pm file, there is quite a bit of customisation to do on this front. Please find attached my blank LDAP config - I've seen many questions on LDAP authentication and decided to compile a template for people to use to aid them in im

Re: [otrs] Stats

yum install gcc On Wed, Feb 24, 2010 at 5:47 PM, Guy Baxter wrote: > Hi, > > Thanks for the link. I have followed them upto the make command but get an > error: > > [r...@otrs GD-2.44]# perl Makefile.PL > Notice: Type perl Makefile.PL -h for command-line option summary. > > Configuring for libgd

Re: [otrs] Stats

Hi, Thanks for the link. I have followed them upto the make command but get an error: [r...@otrs GD-2.44]# perl Makefile.PL Notice: Type perl Makefile.PL -h for command-line option summary. Configuring for libgd version 2.0.34. Checking for stray libgd header files...none found. Included Featur

[otrs] How to discount the pending/close time from the solution time

Hi list, Perhaps I'm not doing it right but I'm trying to find a way to have the solutiontime discounting the time when the ticket stood on pending and also the time when it stood as closed. Below you have 1) Report Result and 2) Ticket_History query for this

[otrs] Sun Directory Server (LDAP) integration with OTRS 2.4.7

Hello, I've been trying to figure out how to integrate our company ldap with OTRS 2.4.7 . Here is what I did so far that did not give me any results: 0) Installed Net::LDAP Module 1) From Admin -> SysConfig 2) Search for LDAP 3) Frontend::Customer::Auth 4) Edited the Following: - Customer::Aut

Re: [otrs] Stats

Hi Guy, Have you tried installing the Perl module manually. I had to do this for a few on my fedora core install. Download http://search.cpan.org/CPAN/authors/id/L/LD/LDS/GD-2.44.tar.gz Then follow the instructions on this site : http://www.cpan.org/modules/INSTALL.html Let us know how you get

Re: [otrs] Stats

Ok, so i did a little research and I require this GD module. I ran otrs.checkModules and this is the output: [r...@otrs bin]# ./otrs.checkModules o CGIok (v3.43) o Date::Pcalcok (v1.2) o Date::Format...Not installed! (Requir

[otrs] Delete attachment of incoming mail

Hi there, I come back with one of my request but with a proposition I want to use the Ticket::Frontend::MenuModule###460-Delete Not to delete the ticket but delete all attachments I saw in the API doc that line: ArticleDeleteAttachment() delete all attachments of an article $TicketObject-

Re: [otrs] importing customer users from a csv file

I've seen that customer_preferences has been fullfilled at the first "prova" login it seems... otherwise, in that table are stored (as the name suggests) preferences for the customer. Having not modified nothing on prova, records for him are: | prova| UserLoginFailed | 0

Re: [otrs] backing up otrs 2.4.3

Hi, The following article gives you 10 options to backup your mysql database http://www.noupe.com/php/10-ways-to-automatically-manually-backup-mysql-database.html Hope it helps, Leonardo Certuche On Wed, Feb 24, 2010 at 8:40 AM, Michael Mitchell wrote: > I have created a new server installi

Re: [otrs] importing customer users from a csv file

ciao Marco, > The problem with a trial that I made is with the password of the user > created... (could be solved with the Lost your password? from the > customer.pl ?) In my environment there is no password problem. I can temporarily set a default password and I can instruct the customer to cha

[otrs] backing up otrs 2.4.3

I have created a new server installing otrs 2.4.6 on a windows 2003 server box using mysql 5.0 now I have another server running version 2.4.3 which is currently our production box I want to backup the production box, what are the steps in backing up the database this is my 1st time doing so an

Re: [otrs] otrs Digest, Vol 17, Issue 127

On 22 Feb 2010, at 14:55, otrs-requ...@otrs.org wrote: > Richard Cross wrote : >> Thanks, but that post seems to describe the solution I mentioned >> above, which is not what I'm looking for. >> I found that the easiest way around this problem is to use the FAQ >> facility and create new FAQ entr

Re: [otrs] importing customer users from a csv file

Hi Alessandro, Cape IT has developed a module that extends the existing Import <> Export module with the ability to import Customer Users: http://bugs.otrs.org/show_bug.cgi?id=4697 It's still missing some unit tests so we have not integrated it yet in the core ImportExport package. but usually, i

[otrs] Stats

Hi, I have OTRS 2.4.7 installed on an intel mac mini for testing. I have muddled my way through the setup of emails, users and queues quite well, but have become stuck at stats. I want to create some stats, firstly to display tickets opened in a week: Information about the Stat Stat#: 10012 Ti

Re: [otrs] importing customer users from a csv file

ciao Alessandro, I think that it could be made by a batch job that makes something like: insert into customer_user (login,email,customer_id,first_name,last_name,valid_id,create_time,create_by,change_time,change_by) values ('prova', 'pr...@prova.it', 'prova', 'p', 'p', 1, sysdate(), 1, sysdate(),

[otrs] importing customer users from a csv file

I have a CentOS with OTRS installed. I need to import a lot of customer users into the otrs database. These users are stored in a csv file. Is there any way to do this automatically (via script or via the GUI)? If not, what do you suggest? Thanks, Alessandro Cortiana --

[otrs] RV: Stats by Groups - No Notification Message

Hello Everybody, I have installed OTRS 2.2.7-2lenny3, and I´m trying to make a stats by groups instead of queues. For example, I want the graph to show me how many tickets (doesn´t matter which type of queue they are in) each department has, we are a helpdesk team and we need to show monthl

Re: [otrs] Help Inserting a Ticket State Type

try insert into ticket_state_type (name, comments, create_time, create_by, change_time, change_by) values (’own’,’Own state type’, sysdate(), 1, sysdate(), 1); On Tue, Feb 23, 2010 at 9:04 PM, David Zauss < david.za...@russellcellular.com> wrote: > I am attempting to add a Ticket State Type

[otrs] themes and freefields

Hi there, I use OTRS for different departements, each department have their own freefields, ... that situation is getting messy as every department can see all freefields. Do you think that I can create one theme per department and then remove the non used freefields (meaning the ones of other