[otrs] How to link a computer and a customer :: otrs Digest, Vol 38, Issue 20

Anna Brakoniecka anna.brakoniecka at cape-it.de
Tue Nov 22 14:43:49 GMT 2011


Message: 5
> Date: Wed, 19 Oct 2011 16:54:08 +0200
> From: Loic Baron <loic.baron at cnrs-dir.fr>
> Subject: [otrs] How to link a computer and a customer ?
> To: otrs at otrs.org
> Message-ID: <4E9EE490.7020702 at cnrs-dir.fr>
> Content-Type: text/plain; charset="iso-8859-1"; Format="flowed"
> 
> How to link a computer (CI) and a customer ?
> I don't know how to do that...
> 
> If i assign the login of the customer in the owner field of the CI 
> computer, it doesn't display the computer in the tickets of the client.
> The Customer Number is used for the name of the company.
> 
> Can you help me ?

 

 

 

Hi there, this is one of the standard features of KIX4OTRS, a wide OSS / extension and package in the meaning of OTRS. If you install it, you may match customer data with related CIs. The good news are: 

1) this matching is active within many different fields, f.e. while creating a new ticket, while searching after customer within the customer info dashboard and in the ticket view (next to involved persons) and CI view (automatic connection). If you need some screenshots, just contact us. 

Demo system is available online. http://demo-otrs.cape-it.de/

Download is available online.  http://www.cape-it.de/current-kix4otrs.html

 

 

Kind regards,

Anna 

 

 

- - - - - - - - - - - - - - - 

 

Anna Brakoniecka

c.a.p.e. IT® GmbH - ...cape it easy
Annaberger Str. 240, D-09125 Chemnitz
http://www.cape-it.de
Tel: +49 371 5347 620
Fax: +49 371 5347 625
AG Chemnitz - HRB 23192
Geschäftsführer Rico Barth, Thomas Maier

 
 
-----Ursprüngliche Nachricht-----
An:otrs at otrs.org; 
Von:otrs-request at otrs.org
Gesendet:Di 15.11.2011 18:03
Betreff:otrs Digest, Vol 38, Issue 20
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Today's Topics:

  1. Re:  Event Notification Timeunits (Gerald Young)
  2. Re:  Receive email, ignore it and don't re-open ticket
     (Gerald Young)
  3. Re:  link a computer and a customer :: otrs Digest, Vol 37,
     Issue 26 (Anna Brakoniecka)
  4.  DBI:ODBC performance for MSSQL (Hugh Kelley)
  5. Re:  link a computer and a customer :: otrs Digest, Vol 37,
     Issue 26 (Nils Leideck)


----------------------------------------------------------------------

Message: 1
Date: Tue, 15 Nov 2011 08:48:16 -0500
From: Gerald Young <crythias at gmail.com>
Subject: Re: [otrs] Event Notification Timeunits
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID:
<CAKk-oULpPzmP-AqDQbXmPz7FTFFLNggUMx+ZwuQebmtMphr4SA at mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

This might be nasty,
I think you should be able to add this in System/Ticket.pm

   $Ticket{TicketAccountedTime} = $Self->TicketAccountedTimeGet(TicketID
=> $Ticket{TicketID});

before
   # cleanup time stamps (some databases are using e. g. 2008-02-25
22:03:00.000000

and then you'll be able to use <OTRS_TICKET_TicketAccountedTime> as an
entry. Note that this now adds sql overhead (a tiny(?) bit) but ...


2011/11/10 M?rton Kriszti?n <marton.krisztian at office.mta.hu>

> Hi****
>
> ** **
>
> I would like to make a new Event Notification to customer with Timeunits
> value.
> I tried the following ways, but none succeeded:****
>
> <OTRS_TICKET_Accountedtime>****
>
> <OTRS_TICKET_Timeunits>****
>
> <OTRS_TICKET_Accountedtime>****
>
> <OTRS_TICKET_NeedAccountedTime>****
>
> ** **
>
> anyone has ideas?****
>
> ** **
>
> Thank You****
>
> Krisztian****
>
> ** **
>
> --
> Ezen uzenet virusellenorzesen esett at, es virusmentesnek bizonyult.
>
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Message: 2
Date: Tue, 15 Nov 2011 08:52:34 -0500
From: Gerald Young <crythias at gmail.com>
Subject: Re: [otrs] Receive email, ignore it and don't re-open ticket
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID:
<CAKk-oUL=HocK4_7jg-d9Jj3NmH6F7EtfDSHA1_B-zByN1ta0VQ at mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

http://forums.otrs.org/viewtopic.php?f=62&t=11184

On Fri, Nov 11, 2011 at 8:29 AM, Muhammad El-Sergani <msergani at gmail.com>wrote:

> Hello Robert,
>
> I checked the link, and yes it definitely will help.. thanks a lot!
> In my case it's not out of office only, but also "Ticket closed" and such.
>
> Thanks
> //M
>
>
>
> On Fri, Nov 11, 2011 at 3:15 PM, Robert Poreba <
> poreba.robert at googlemail.com> wrote:
>
>> Hi Muhammad,
>>
>> This is what I found yesterday:
>>
>> http://blog.otrs.org/2010/10/22/dont-let-out-of-office-emails-change-your-ticket/
>>
>> It's for out-of-office replies but probably can be tweaked.
>> I haven't tried it yet but I will as we need something similar.
>>
>> --
>> Regards,
>> Robert
>>
>> On Fri, Nov 11, 2011 at 12:28 PM, Muhammad El-Sergani <msergani at gmail.com
>> > wrote:
>>
>>> Dear list,
>>>
>>> Is it possible to define a new Postmaster Filter that would allow
>>> receiving an email to a closed ticket, add it to the list of emails, but
>>> not re-open the ticket?
>>> Currently I'm able to use the normal X-OTRS-ignore flag, but that will
>>> not add the email to the closed ticket, it will just delete it.
>>>
>>> Thanks
>>> //M
>>>
>>>
>>> ---------------------------------------------------------------------
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>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>
>>
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>>
>
>
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Message: 3
Date: Tue, 15 Nov 2011 16:51:56 +0100
From: Anna Brakoniecka <anna.brakoniecka at cape-it.de>
Subject: Re: [otrs] link a computer and a customer :: otrs Digest, Vol
37,Issue 26
To: otrs at otrs.org <otrs at otrs.org>
Message-ID: <vmime.4ec28a9c.3a5a.9a3922441cf89e5c at zarafa.cape-it.de>
Content-Type: text/plain; charset="windows-1252"

Hi there,

?

with the KIX4OTRS (free and Open Source package of extensions compatble with the OTRS), you can easily do it.

When the CIs and a customer are matched, then you see the user-related CIs within the ticket view. Additionally, within the customer search you see automatically the related CIs as well after you select a customer. 

If you need more information about it or screenshots, contact us. You can download KIX and try it, of course, too: 

http://www.cape-it.de/current-kix4otrs.html

?

regards, Anna
?
-----Urspr?ngliche Nachricht-----
An:otrs at otrs.org; 
Von:otrs-request at otrs.org
Gesendet:Mi 19.10.2011 18:03


Today's Topics:

? 5. ?How to link a computer and a customer ? (Loic Baron)



----------------------------------------------------------------------

Message: 5
Date: Wed, 19 Oct 2011 16:54:08 +0200
From: Loic Baron <loic.baron at cnrs-dir.fr>
Subject: [otrs] How to link a computer and a customer ?
To: otrs at otrs.org
Message-ID: <4E9EE490.7020702 at cnrs-dir.fr>
Content-Type: text/plain; charset="iso-8859-1"; Format="flowed"

How to link a computer (CI) and a customer ?
I don't know how to do that...

If i assign the login of the customer in the owner field of the CI 
computer, it doesn't display the computer in the tickets of the client.
The Customer Number is used for the name of the company.

At the same time, the number of open tickets displayed in the client 
infos of the ticket page is the number of tickets for the company. I 
would prefer to have the number of open tickets for the client.

Can you help me ?
-- 
BARON Lo?c (01 44 96 49 46)
loic.baron at cnrs-dir.fr <mailto:loic.baron at cnrs-dir.fr>
CNRS - D?l?gation Paris Michel Ange
SSI (Service des Syst?mes d'Information)
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?

?

?

?

Viele Gr??e,

Anna Brakoniecka

?

?

- - - - - - - - - - - - - - -?

?

Anna Brakoniecka

c.a.p.e.?IT??GmbH?-?...cape?it?easy
Annaberger Str. 240, D-09125 Chemnitz
http://www.cape-it.de
Tel:?+49?371?5347?620
Fax:?+49?371?5347?625
AG?Chemnitz?-?HRB?23192
Gesch?ftsf?hrer?Rico?Barth,?Thomas?Maier
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Message: 4
Date: Tue, 15 Nov 2011 10:54:58 -0500
From: Hugh Kelley <hugh.kelley at gmail.com>
Subject: [otrs] DBI:ODBC performance for MSSQL
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID:
<CA+nDRffKG_A6j=iOn1QHUrb2qaSByBkJ3mkjiF7LAzC6MSc9Dw at mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Has anyone been following (and better still, testing), the changes to
DBD::ODBC (post 1.23_4)?

Presumably these were meant to improve the performance of SQL statement
preparation for MSSQL via ODBC.

http://www.martin-evans.me.uk/node/65

http://grokbase.com/t/lists.scsys.co.uk/dbix-class/2010/04/dbix-class-new-experimental-development-release-of-dbd-odbc-1-23-4-faster-please-test/14ivt6k2zol4tz753rdh5g3ngi5m

http://search.cpan.org/~mjevans/DBD-ODBC/Changes#___top

Hugh
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Message: 5
Date: Tue, 15 Nov 2011 18:00:59 +0100
From: Nils Leideck <nils.leideck at leidex.net>
Subject: Re: [otrs] link a computer and a customer :: otrs Digest, Vol
37,Issue 26
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID: <3C06DAC5-C871-4E8C-95E3-CCE65E69461F at leidex.net>
Content-Type: text/plain; charset="us-ascii"

Or you can just the original and maintained OTRS own module presented here: http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-on-customerci-assignment/

;-) Tons of choices

Cheers, Nils

On 15.11.2011, at 16:51, Anna Brakoniecka wrote:

> with the KIX4OTRS (free and Open Source package of extensions compatble with the OTRS), you can easily do it.
> When the CIs and a customer are matched, then you see the user-related CIs within the ticket view. Additionally, within the customer search you see automatically the related CIs as well after you select a customer.
> If you need more information about it or screenshots, contact us. You can download KIX and try it, of course, too:
> http://www.cape-it.de/current-kix4otrs.html

-- Cheers, Nils
http://webint.cryptonode.de / a Fractal project

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