Hi,
assuming that you have different hour rates, but constant within a ticket.
I think you can achieve that with:
- A pulldown FreeText with rate codes (search for FreeText on admin/sysconfig
panel)
- A script that runs daily on new closed tickets?!? or still open tickets ?!?
that calculates
Otrs is a email based system. So, don't try to take out the email portion :)
Use your own emails. ;)
Duarte Cordeiro
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> Zaeem Arshad
> Sent: sábado, 11 de Março de 2006 7:29
&g
> On Thu, 2006-03-09 at 14:44 +, Duarte Cordeiro wrote:
> > You have 2 different options:
> >
> > 1) Use freekey[1..8]/freetext[1..8]
>
> There are only 4 freekeys shown in a default install of OTRS 2.0 and
> they can only be added after a ticket is created. My
You have 2 different options:
1) Use freekey[1..8]/freetext[1..8]
2) Add this info to the customer table
I suggest the 2nd, but it always depends on the setup.
Duarte Cordeiro
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> Zaeem Arsh
tool, and
we use it for the last 3 years.
Duarte> We're planning to change to a NNM solution
but I think OTRS
Duarte> is in the correct path. Talking about
customer users, I don't
Duarte> know where the developers are aiming to, but
if they intend to
Duarte> have a large a
lanning to change to a NNM solution but I think OTRS
Duarte> is in the correct path. Talking about customer users, I don't
Duarte> know where the developers are aiming to, but if they intend to
Duarte> have a large audience, think that we can't tell users that
Duarte> they need to
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> Alexander Scholler
> Sent: quinta-feira, 9 de Março de 2006 8:00
> To: User questions and discussions about OTRS.org
> Subject: Re: [otrs] Feature-Requests for 'OTRS goes ITIL&#
. Talking about customer users, I don't know where the developers are
aiming to, but if they intend to have a large audience, think that we can't
tell users that they need to choose a email, a queue, or something different
than [EMAIL PROTECTED] to get their request going.
Hope it h
eeKey1='Channel', FreeText1='Email')?
Thanks in advance,
Duarte Cordeiro
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S
Hi,
Is there any way to recover
ZZZAuto,pm? It doesn’t come with the distribution, so I presume is build
from a script. How can I rebuild it K
Thanks in advance,
Duarte Cordeiro
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In versions prior to 2 (at least) there is really no separation betwwen code
and visualization. The layout is made in each file inside the Kernel/Modules
directory and in some files on the Kernel/Output/HTML directory.
Meaning:
If you change something in these files, you'll affect every theme (
Tickets showed: 1-2 –
Page: 1 Tickets available: 2 – All Tickets: 0
And I don’t see
any ticket in the queue….
Whats happening ?
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Hi:
When you choose one of this states, you also choose a date.
The ticket will stay in that state until the day you choose. On that specific
day:
- pending reminder: the user will be reminded
- pending auto close +: the ticket will be closed successfully (default)
- pending auto close -:
Hi,
After our successful upgrade to v2, everything seems
working. But, we have terrible performance problems creating tickets, and
specially, doing a search. Searching for some text, in a ticket created today
(we create around 100 a day) stalls forever up to a point where the server
thr
Well,
The second need is somewhat easy to do... because you do a page refresh after
selecting the user in the database. Go into AdminCustomerUserForm.dtl and look
for something like this...
# get the selected user back
parent.opener.document.compose.ExpandCustomerName.value=2;
parent.o
TicketCounter.log do the ticket numbering restart ?
-
Is there any implication
to this ? Does otrs stops working correctly? What happens if a user reply to a
ticket number that exists twice in the database?
Thanks,
Duarte Cordeiro
Hi,
You seem to have a problem with the dns server you’re using… ☺ try a nslookup
first to see what server you’re using.
Also, with sendmail you can do a sendmail –bv [EMAIL PROTECTED] to see what’s
happening
Hope it helps,
Duarte
From: [EMAIL PROTE
Well, OTRS doesn't allows you to delete anything! :)
You can... delete the database and create a new one. Or think that invalid
users are deleted users :)
Or... you can wait for the feature I requested: a check box that allows us to
hide the invalid users/queues/groups/etc/etc...
Duarte
-O
Hi,
Integration with ldap (or AD) in our site was really simple and easy. Is it
worth it? Well, I lost 15 minutes, and have 2000 users on AD. Even if you only
have 5 users on AD, it's still worth it, because you can have more than 1 BD
per installation.
Just my 1€.
Have a nice weekend,
Dua
" and "Local" but they never show up in this
user. I can only see this info on AdminCustomerUser Form. This happens to many
many users, but not all. Any idea where to start looking ?
Thanks in advance,
Duarte Cordeiro
Config:
Map => [
# note: Login, Emai
Hi,
We’ve used OTRS for the last 3 years
and we’re very happy with it. We’re managing more than 5000 customer
users and 1000 system users with more or less 50 queues. We’ve changed
things a lot (not in OTRS) and a result of that, is that we have a lot of
invalid users/queues/groups. So
Hi,
I know that version 2.0 will be out in a week, but
we only have this week available for updates. So, can anyone tell me your
experiences with v 2.0 beta 6? Is stable enough for production?
Thanks for your advice,
Duarte Cordeiro
That aint always the close time. For example, we do some customer care after
the ticket is closed, so we have some notes on tickets after closing them. With
your method, you always select the first and last history row... just take care
:)
-Original Message-
From: [EMAIL PROTECTED] [mai
desc ticket_history;
| id |
| name|
| history_type_id |
| ticket_id |
| article_id |
| system_queue_id |
| valid_id|
| create_time |
| create_by |
| change_time |
| change_by |
Desc ticket_history_type;
| id |
you'll need to look at ticket_history. But search for all the rows that havfe
that same ticket_id.
After that, you just need to find the create action and the close... and do the
math.
Duarte
--- Begin Message ---
Which tables stores the ticket age? I am interesting in the closing
time and how
u don't want to delete users/queues...
later on when you access a old ticket that references those users/queues.. what
then?
You should better mark them invalid.
Just my 2 cents,
Duarte--- Begin Message ---
Hi,
I was wondering what the best way to delete data i.e. users and mail queues
from OTR
Anyone can give me a quick course :) on this ? I'll gladdy contribute back with
the HTML/changes, of course, but need a little help to start !!
Thanks in advance,
Duarte Cordeiro
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Archive:
When ou say localhost, have you tried also connecting locally but using the
full hostname?
telnet localhost 80
telnet full.dns.name.com 80
both from the otrs machine. That may indicate if it's a internal problem, or a
firewall / routing situation.--- Begin Message ---
All,
I have been beatin
his is done to every ticket, and our staff has to
change ownership in every one of them.
Is there any way to ignore owner if the ticket is not locked ?
Thanks in advance,
Duarte Cordeiro
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?)(sorryfortheHTMLpost)
On Wednesday, September 08, 2004 4:23 PM
Duarte Cordeiro <[EMAIL PROTECTED]> wrote:
> It's getting to a point where I need to restart apache every couple
> of hours :(
> Any hints on what to do next?
On Tuesday, September 07, 2004 5:21 PM
Duarte Cordeiro <[
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Robert Kehl
Sent: terça-feira, 7 de Setembro de 2004 17:55
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Strange slowdowns (apache configuration?) (sorryfortheHTMLpost)
>Let's calc: Yo
>> a) Buy more RAM.
The server has 6GB Ram, and the VM 400MB. I can easily ask for a increment on the VM,
but how am I going to explain to the admins, that this webserver, serving 100 users
(not concurrent users) needs more than 400MB of ram (only for running apache)?
>>b) Restrict the max
> The only way to solve this problem is to restart the apache server.
> Does it has anything to do with session timeout? Anyone experimented
> similar problems ? Solutions ?
>
> Thanks in advance,
>
> Duarte Cordeiro
>
> ___
> O
| wc
I get 133 processes running.
The only way to solve this problem is to restart the apache
server.
Does it has anything to do with
session timeout? Anyone experimented similar problems ?
Solutions ?
Thanks in advance,
Duarte Cordeiro
If you have sendmail installed, just check if it can send a email by issuing the
following command on the command prompt:
sendmail -bv [EMAIL PROTECTED]
this will not send any email, but will show you how sendmail is going to deliver it
(if it can).
-Original Message-
From: [EMAIL PROTE
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Duarte Cordeiro
Sent: quinta-feira, 26 de Agosto de 2004 14:32
To: User questions and discussions about OTRS.
Subject: [otrs] Pending Auto-Close tickets
I must be doing something wrong.
First a quick question: Wh
I must be doing something wrong.
First a quick question: What's the difference from pending auto close + and pending
auto close - ?
Every ticket we put on pending auto close +, after reaching the pending time, it
gerenates a email with the following error:
Subject: Cron <[EMAIL PROTECTED]> $HO
As far as I know, queues only appear if they have tickets on them (unlocked and not
closed).
And your "Own tickets" don't belong to any other queue, they belong to your "own
blocked tickets queue"...
Everything seems fine,unless there are unlocked tickets assigned to some queues...
-Origi
From: Helpdesk [mailto:[EMAIL PROTECTED]
Sent: terça-feira, 29 de Junho de 2004 10:05
To: [EMAIL PROTECTED]
Subject: [TicketNr#: 102456-FW] Drive disquetes avariada!
Reply:
From: "HELPDESK" <[EMAIL PROTECTED]>
To: "'Helpdesk'" <[EMAIL PROTECTED]>, "E
Hi,
Using 1.2.2 on Linux.
We've tried to create some subqueues, and apparently some didn't show up. We narrowed
the problem to the main's queue name: if it contains a plus sign (+) it doesn't
displays any subqueue in agent view.
Example: Queue name: A+B, subqueue A and subqueue B. The subqueue
to the online documentation. Somewhere there, is a example
on how to change it, or do one by yourself.
--
Duarte Cordeiro
Coordenador Serviço Helpdesk
Câmara Municipal de Lisboa
Helpdesk: Tel: 800202080 - Fax: 21 7989699 - Email: [EMAIL PROTECTED]
Serviço Helpdesk: [EMAIL PROTECTED]
(Contacto direc
>
>
> > Hi,
> >
> > Sometimes we want to get more information from our users. We hit
> > reply, and they receive a email with:
> > Assunto: [TN#: 10535] Re: ...
> >
> > This is fine, but later, the user replies to this ticket, and a new
> > one is created:
> > Assunto:RE: [TN#: 10535] Re: ...
with a Re: before.
but a new ticket is created (in this example, #10546)
What am I doing wrong ?
Thanks in advance,
Duarte Cordeiro
--
Duarte Cordeiro
Coordenador Serviço Helpdesk
Câmara Municipal de Lisboa
Helpdesk: Tel: 800202080 - Fax: 21 7989699 - Email: [EMAIL PROTECTED]
Serviço
Perl::Registry: Undefined
subroutine called at /opt/otrs//Kernel/System/Ticket.pm line 119.!
ticket.pm , line 119:
$Self->{StateObject} = Kernel::System::State->new(%Param);
This is OTRS 1.2.2
Thanks in advance,
Duarte Cordeiro
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Searched through the list... I needed to restart the web server. Doh :)
- Original Message -
From: "Duarte Cordeiro" <[EMAIL PROTECTED]>
To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]>
Sent: Monday, April 19, 2004 5:50 PM
Subject:
t: Thursday, April 15, 2004 4:16 PM
Subject: Re: [otrs] Chaging ticket number generator
> Hi,
>
> On Thu, Apr 15, 2004 at 03:59:20PM +0100, Duarte Cordeiro wrote:
> > is there any problem if I change the way tickets numbers are generated?
> > Don't ask me why, but our he
Hi,
is there any problem if I change the way tickets numbers are generated?
Don't ask me why, but our helpdesk is only available by phone, but we're
required to provide the ticket nr to the customer.
We've started Monday to deliver the ticket ids, but users complain about
the ticket id excessive
When a agent locks a ticket, it becomes "his" ticket. Other users can't
"normally" see it (you can still see it, if you use the search). It becomes
your, until your close it, or release it (unlock). You should lock a ticket
when you start working on it, so that other users don't try to solve the
sa
We are managing something that comes close to 50.000/year.
The "1-2s to perform" depends on:
- the server that holds the DB
- the browser & computer client
- the bandwith & lattency between the client & the server.
We're running this on a vmware, and it's pretty fast.
What you should worry abou
Title: Message
OTRS
user interface is written in a strange language, you have to translate the
buttons:
phone
view => new ticket
Utilities => search
:P
-Original Message-From:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Seth
BrundleSent: terça-feira, 2 de
That's correct, does jmartins have admin rights? If so then he can do as
he pleases.
Erik Mathis
AIU Dunwoody Network Administrator
> -Original Message-
> From: Duarte Cordeiro [mailto:[EMAIL PROTECTED]
> Sent: Thursday, August 28, 2003 8:08 AM
> To: 'User
I run into a problem today...
Someone took a ticket from a queue and took control of it:
Lock Ticket lock. - cfernandes (Carlos Fernandes) 08/28/2003
11:41:04
OwnerUpdate New Owner is 'cfernandes' (ID=4). - cfernandes (Carlos
Fernandes) 08/28/2003 11:41:04
Another user suposelly look
1 - are you sure that procmail catches those emails ?
2 - have you set the pop3 account as a "trusted account" ? (otrs only
check the headers on trusted accounts)
Hope it helps,
DC
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Kreibaum, Uwe
Sent: quart
Select * from.
:)
Now serious, you can get something like that within the utilities page
(aka search)
- put the customer email in the Fulltext search field, select only the
>From checkbox and do a search..
You'll see something like: Results 1-15. Total hits: 400
It is not accurate, because
Don't really understand what you want...
If you want to stop the cronjobs...
su -l otrs
./bin/Cron.sh stop
If you want to stop webaccess to otrs you can always stop httpd as root
with:
/etc/rc.d/init.d/httpd stop
*** if you have other sites running on this http server... You won't
want to do tha
(read "under", not "and" bellow)
Use *always* the following rule:
If you can ping a host with a good roundtrip,
if the host is not under heavy load,
and things seem slow:
its *always*(90%) a problem with:
DNS or identd
You can first try to ping the host by IP address, then by name, to see
if t
Use *always* the following rule:
If you can ping a host with a good roundtrip,
if the host is not and heavy load,
and things seem slow:
its *always*(90%) a problem with:
DNS or identd
So, telnet to port 25 of your exchange server, and see if it takes too
much time for the first message to appea
Hi again,
It seems that Martin came back from holidays :), so I'll ask this
again, because I need some help modifying otrs.
We use the forward facility to send tickets to ppl outside our
organization.
We would like that every time these external entities contact us
regarding a ticket, that they
Without knowing anything about OTRS
Line 68 of CheckItem says something like:
if (Email::Valid->address(
-address => $Param{Address},
-mxcheck => $Self->{ConfigObject}->Get('CheckMXRecord')
|| 0,
)) {
Browsing google Email::Valid + CPAN you can find ou
I'm using the forward facility to "forward" tickets to 3rd parties.
I expect them to later on simply reply to the email sent with a "problem
solved".
Then I close the ticket.
But instead of sending a email to the original customer (stating the
change to closed), otrs sends a email to the 3rd part
Action:
Comment:
NewTicket
Customer sent new ticket via web.
CustomerUpdate
CustomerID updated to '[EMAIL PROTECTED]'. CustomerUser updated to
'helpdesk'.
SendCustomerNotification
Sent notification to 'Helpdesk zzz <[EMAIL PROTECTED]>'.
Forward
Forwarded to '[EMAIL PROTECTED], '
Foll
Hi,
I got some problems installing GD support on redhat 9 (maybe because I
didn't do something right) but here is my workaround, if someone has the
same problems and wants to give it a try.
First always run otrs.checkModules.pl
You should get something like:
GD Not Installed
GD::Text Not In
Something is wrong "somewhere"
You have a double / in the path:
>> ./Cron.sh: line 57: /opt/otrs//var/tmp/otrs-cron-tmp.4491: No such
file or directory Failed
^
|
Here
You should look at the script a
Title: Message
Check
/path/to/httpd/logs/error.log .. that would bring some light. If you can't
correct it, just post the log's last lines here.
-Original Message-From:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Michiel
ThalenSent: quinta-feira, 14 de Agos
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