[otrs] SLA set by group

Hi guys, Is it possible to have the SLA set by group? I can see in OTRS the SLA can be associated with different types of services, but what I want is that for different group of customers, for different services, we have different SLA. For example, We have three customer group "Gold group", "Sil

Re: [otrs] Field template on creation of different type of the ticket

Congratulations! -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ugo Bellavance Sent: jeudi 18 août 2011 14:26 To: otrs@otrs.org Subject: Re: [otrs] Field template on creation of different type of the ticket Le 2011-08-18 08:18, Xiaoxing Meng

Re: [otrs] Field template on creation of different type of the ticket

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ugo Bellavance Sent: jeudi 18 août 2011 14:09 To: otrs@otrs.org Subject: Re: [otrs] Field template on creation of different type of the ticket Le 2011-08-18 08:06, Xiaoxing Meng a écrit : > Yes. When I go to the agent inter

Re: [otrs] Field template on creation of different type of the ticket

Sent: jeudi 18 août 2011 14:02 To: otrs@otrs.org Subject: Re: [otrs] Field template on creation of different type of the ticket Le 2011-08-18 05:29, Xiaoxing Meng a écrit : > I am not sure if I got your problem correctly. But when I creat a ticket, I > can chose the version of software in

[otrs] Auto check of the text fomat entered

Hi guys, Is it possible to check automatically the fomat of the text that we enter in the freetextfield? I need a textfield in which we can enter a number in form like "INT-0001" as the internal reference for a ticket; another textfield in which we can enter a number in form like "EXT-0001" as

Re: [otrs] Field template on creation of different type of the ticket

-boun...@otrs.org] On Behalf Of Ugo Bellavance Sent: jeudi 18 août 2011 05:06 To: otrs@otrs.org Subject: Re: [otrs] Field template on creation of different type of the ticket Le 2011-08-10 11:43, Xiaoxing Meng a écrit : > When you said you couldn't make it work, dose that mean that you c

[otrs] Define the reference of a ticket

Hi guys, Is it possible to define our own form of ticket reference and how to do that with OTRS? For example, A ticket declaring a software problem begins with SF, the date of creation, the number of the ticket(SF-16082011-0001). Best regards, Xiaoxing -

Re: [otrs] Field template on creation of different type of the ticket

ût 2011 17:08 To: otrs@otrs.org Subject: Re: [otrs] Field template on creation of different type of the ticket Le 2011-08-10 11:01, Xiaoxing Meng a écrit : > Hi, > Who knows how we have a field template on customer ticket creation > interface? The only thing that I know is

Re: [otrs] Field template on creation of different type of the ticket

When you said you couldn't make it work, dose that mean that you can't see the field template that you defined in your customer interface? Xiaoxing -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ugo Bellavance Sent: mercredi 10 août 2011 17:24

Re: [otrs] Field template on creation of different type of the ticket

Thanks for your reply. I will do as you said. No problem. I will let you know if I find a way to make it work. Xiaoxing -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ugo Bellavance Sent: mercredi 10 août 2011 17:24 To: otrs@otrs.org Subjec

[otrs] Field template on creation of different type of the ticket

Hi, Who knows how we have a field template on customer ticket creation interface? The only thing that I know is that we can do some modifications in "Kernel/Output/HTML/Standard/CustomerMessageNew.dtl " and the explaination is just for version 2.4.7. Do anyone has any ideas to do this on versio

[otrs] Auto assignement of the resposibility of the ticket

Hi there, Is it possible to assign the ticket to a owner or a resposibility automatically when a ticket is created? Regards, Xiaoxing - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail

[otrs] Users fields template

Hi there, Are there any way to have our own defined form of reference for the tickets? I want to have a reference for hardware ticket like Re.hw2, for exemple. Regards, Xiaoxing - OTRS mailing list: otrs - Webpage: http://ot

Re: [otrs] making sysconfig work from web gui

Hi there, There is a drop down menu in the left of the SysConfig page under which "Navigate by selecting config groups" is wroten. You can choose a search term there. Best regards, Xiaoxing -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Robe

Re: [otrs] Can't set service or SLA for a new ticket

et" I automatically get the correct assigned SLA(s) Do you have any information in the syslog? Regards Flo Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:44 An: User questions and discussions about OTRS. Betreff:

Re: [otrs] Can't set service or SLA for a new ticket

boun...@otrs.org> [mailto:otrs-boun...@otrs.org]<mailto:[mailto:otrs-boun...@otrs.org]> Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:44 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Can't set service or SLA for a new ticket I have already done tha

Re: [otrs] Can't set service or SLA for a new ticket

lo Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:44 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Can't set service or SLA for a new ticket I have already done that too. It didn't solv

Re: [otrs] Can't set service or SLA for a new ticket

all hth regards Flo Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:26 An: otrs@otrs.org Betreff: [otrs] Can't set service or SLA for a new ticket Hi, I am not able to set Service or SLA when I create a new ticket, al

[otrs] Can't set service or SLA for a new ticket

Hi, I am not able to set Service or SLA when I create a new ticket, although I have already make the setting in "Ticket Settings"->"SLAs" and "Services". When I try to create a new ticket, the "Service" or "SLA" can't be lanced automatically. The OTRS version is 3.0.8. Thanks for any reply! X

[otrs] Configuration of mail

Hello, I am confused about how to configure the file to make OTRS can send a response mail to the user. Here is the error that I got. Dose this error means that 'otrs' is not allowed to access to my server or is just not denied by the database? Thanks a lot for any help! Best wishes, Xiaoxing

Re: [otrs] Can't locate DBI.pl

oun...@otrs.org] On Behalf Of Frank Thommen Sent: jeudi 26 mai 2011 15:30 To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't locate DBI.pl Xiaoxing Meng wrote: > So you mean that install DBI in the directory that @INC of otrs includes? > To be sure, > Perl Makefil

Re: [otrs] Can't locate DBI.pl

Can't locate DBI.pl Xiaoxing Meng wrote: > So you mean that install DBI in the directory that @INC of otrs includes? > To be sure, > Perl Makefile.PL PREFIX="" what do I need to write for PREFIX? Use the same perl binary that OTRS uses (in case you have several parallel insta

Re: [otrs] Can't locate DBI.pl

So you mean that install DBI in the directory that @INC of otrs includes? To be sure, Perl Makefile.PL PREFIX="" what do I need to write for PREFIX? -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Frank Thommen Sent: jeudi 26 mai 2011 15:20 To

Re: [otrs] Can't locate DBI.pl

ate DBI.pl Xiaoxing Meng wrote: > Hello, > In fact, I copied the file DBI.pm at the directory where otrs try to > find the file instead of making a link between the two file. But I got > another error *Software error:* Can't locate loadable object for > module DBI [...] &

[otrs] Can't locate DBI.pl

Hello, In fact, I copied the file DBI.pm at the directory where otrs try to find the file instead of making a link between the two file. But I got another error Software error: Can't locate loadable object for module DBI in @INC (@INC contains: /opt/otrs/bin/cgi-bin /opt/otrs/bin/Custom /opt/otr

Re: [otrs] Can't locate DBI.pm in @INC

Can't locate DBI.pm in @INC On 05/25/2011 01:15 PM, Xiaoxing Meng wrote: > Can't locate DBI.pm in @INC Are you sure DBI.pm is present on your system? Do a "find / -name DBI.pm" and if it finds the file, make sure it's located in one of the directories contained

[otrs] Can't locate DBI.pm in @INC

Hello, After I lanched the installing page of OTRS, I got this error. I checked that I have well installed DBI and other pakages. I can't figure out this problem. Any help will be appreciated. Best regards, Xiaoxing Software error: Can't locate DBI.pm in @INC (@INC contains: /opt/otrs/bin/Cus

[otrs] Software error

en this kind of problem the last time? Thanks a lot for your help! Best regards! Xiaoxing Meng -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: vendredi 15 avril 2011 15:35 To: User questions and discussions about OTRS. Subje

[otrs] ERROR: Need write permission in OTRS home

/var/run/mysqld/mysqld.sock Uptime: 33 days 20 hours 39 sec Thanks a lot for your help! Best regards! Xiaoxing Meng - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/piperma

Re: [otrs] Oups! Une erreur est survenue. For install Otrs

en this kind of problem the last time? Thanks a lot for your help! Best regards! Xiaoxing Meng -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: vendredi 15 avril 2011 15:35 To: User questions and discussions about OTRS. Subje

[otrs] Oups! Une erreur est survenue. For install Otrs

I have a probleme that I can't find a soulution. Hoping someone can help me. Best regards! Oups! Une erreur est survenue. Message d'Erreur: Can't create directory '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache[..] Détails de l'erreur: \l "" Détails de l'erreur Backend ERROR: OTRS