July 2012 - dev - OTRS mailing lists

mapping a business process in OTRS
by Henning Heil 01 Aug '12

01 Aug '12

Hi all, I'm currently checking Google and OTRS docs to find out how a(ny) business process can be mapped into OTRS? It's not an IT process btw. 'First do this, then do that' - can that only be reached by defining different statuses in OTRS? Can a status be dependant on another? Thanks for any suggestions, contacts, links or whatsoever, Henning -- #i-worker IRC channel http://is.gd/utBpcU Direktzugang: Server 'irc.freenode.net' und Channel '#i-worker' http://www.h-quadrat.com Beratung ¤ Webentwicklung ¤ Hosting ¤ IT Services Delivery

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"next ticket" button in AgentTicketZoom
by Juan Manuel Clavero Almirón 31 Jul '12

31 Jul '12

Hello, We are thinking of adding “next”|“back” buttons in AgentTicketZoom that would go to the next|previous ticket in the last search of the Agent, if the current ticket appears in that search. Has anyone tried something similar? Anyone has any suggestion as to how to proceed? Kind regards, Juan Clavero

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how to Automatize Stat with Cron
by Soporte Informatica PGJE 10 Jul '12

10 Jul '12

Hi, I want to automatically send a weekly report via email (AcumulationTickets), automating it in a Cron job, I think I need to use the "otrs.GenerateStats.pl" script. I want to to fix the date range to only last week in the report web interface, or send the date range to the script. Because when Im generating my reports is required to enter a date range, so in this part I need to leave it unset. https://dl.dropbox.com/u/6443236/otrs/01%20Restrinctions.png This change causes that each creation of reports asked me to put the date range in the web interface https://dl.dropbox.com/u/6443236/otrs/02%20restrictions.png In this way, I want to pass these parameters (date range) to my otrs script (otrs.GenerateStats.pl), but I do not know how to pass it, or the way of make a stat that show the last week avoiding otrs.GenerateStats.pl parameters. Otrs: 3.1.2 SO: GNU/Linux Debian Regards. -- PROCURADURIA GENERAL DE JUSTICIA DEL ESTADO Departamento de Desarrollo y Mantenimiento Informático Ext. 1144 --

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Help needed
by Ricardo Mendes 01 Jul '12

01 Jul '12

Hi, I'm new to OTRS (actually I had used an earlier version on I company I was in) and I managed to install it and getting it running, But looking at all the configuration options I'm kinda lost and not being able to have it properly configured for my needs. I'm a d2d vendor, and I would like to have OTRS creating a ticket for every costumer that sends me a question via email. I have more than one product, so I would like to have several queues, each one fetching mail from a different mailbox, and have the tickets classified according to the inbox they were at. Also I would like to have different user groups, example: Let's say I'm selling product A now, and I take two people with me so I want to add them to handle costumer requests, so I add them to a group and they only get access to the tickets in that queue. I looked around in the interwebz and didn't find any tutorial or simple help on how to configure OTRS. If someone would like to help, we could mail privately and grant access to my OTRS to have it configured, also I would like to learn how to configure it in time but right now I need it up and running. Thank you, Ricardo Mendes t. (+351) 915 065 659 e. ricardo.mendes(a)gmx.com

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