itsm November 2009

itsm@lists.otrs.org

18 participants
19 discussions

AdminITSMCIPAllocate problem with spanish

by Aquiles Cohen

at line 27 on Kernel/Output/HTML/Standard/AdminITSMCIPAllocate.dtl says: <td class="contenthead"> $Text{"Priority"} $Text{"allocate"}: </td> But because $Lang->{'Priority'} = 'Prioridad'; $Lang->{'allocate'} = 'Asignar'; the correct translation must be: "Asignar Prioridad" It's necesary to create a new variable to $Text{"Priority"} $Text{"allocate"}: makes sense. i tried to invert but Package manager show me errors. Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

11 years, 3 months

Cannot assign customers to groups

by Jose Manuel

Hello I have deployed an OTRS and I have a big problem. I cannot assign a group to a customer. I check "rw" and click "Send" button but I return to this screen and ¡no changes were done! ¿What can be the problem? It was running before yesterday. Thank you PD: Sorry by my bad english.

11 years, 9 months

Opening ticket - Priority erase

by Guyard Marc NIS

Hi, When i open a ticket whith Email New, i've the possibility to define the priority. But when i define this priority on my ticket, the priority insert in the priority define with the matrix ( Criticity on Services and default impact). Can i add the field criticity and impact in Email New and remove Criticity field ? Tanks by advance for your reply. Cordialement, [cid:image001.jpg@01CA6949.2D9AA8C0] Marc GUYARD Ingénieur Exploitation Client -- Pôle Services Managés tel. +33 1 64536640 mob. +33 6 83826501 m.guyard(a)orange-ftgroup.com<mailto:m.guyard@orange-ftgroup.com> Network Integration Services, 24 rue Emile Baudot - 91120 PALAISEAU - France www.orange-business.com<http://www.orange-business.com/> [cid:image002.jpg@01CA6949.2D9AA8C0]

11 years, 10 months

НА: How can multi tenancy be achieve in OTRS::ITSM 1.3

by Anton Gubarkov

Hi, Can you clarify what multitenancy means for you? ----- Исходное сообщение ----- От: Ashish Gangani <ganganiashish(a)gmail.com> Отправлено: 18 ноября 2009 г. 15:06 Кому: itsm(a)otrs.org Тема: [itsm] How can multi tenancy be achieve in OTRS::ITSM 1.3 Hi Team, Please anyone help me to achieve multi tenancy in OTRS::ITSM 1.3. how can i configure it. Thanks and Regards, Ashish Gangani, ..

11 years, 10 months

How can multi tenancy be achieve in OTRS::ITSM 1.3

by Ashish Gangani

Hi Team, Please anyone help me to achieve multi tenancy in OTRS::ITSM 1.3. how can i configure it. Thanks and Regards, Ashish Gangani, .

11 years, 10 months

Re: [itsm] [SOLVED] via ACL change ticket action list depending on the ticket type

by Anton Gubar'kov

Colleagues, I'm sorry for putting my question in a so confused way. I could get the result I wanted using http://doc.otrs.org/2.4/en/html/c2166.html example 18-2. It's nowhere mentioned in the docs that any ticket attribute can be used for matching. > $Self->{TicketAcl}->{'ACL-JJRU-00100-Approval'} = { > > # match properties > Properties => { > > # current ticket match properties > Ticket => { > Type => ['JJRU::Approval'] > } > # return possible options (white list) > Possible => { > > # possible ticket options (white list) > Ticket => { > Queue => ['JJRU::MD&D::Regulatory', 'JJRU::MD&D::Accounting', > 'JJRU::MD&D::Finance', 'JJRU::MD&D::Planning', 'JJRU::MD&D::Supply Chain'], > State => ['new', 'open', 'Approved', 'Rejected'] > }, > > > # possible action options > Action => { > AgentTicketLock => 1, > AgentTicketZoom => 1, > AgentTicketClose => 1, > AgentTicketPending => 0, > AgentTicketNote => 1, > AgentTicketHistory => 1, > AgentTicketPriority => 0, > AgentTicketFreeText => 0, > AgentTicketCompose => 0, > AgentTicketBounce => 0, > AgentTicketPrint => 1, > AgentTicketForward => 0, > AgentTicketMove => 0, > AgentTicketPrint => 1, > did the trick for me. Regards, Anton. 2009/11/17 Michiel Beijen <michiel.beijen(a)otrs.com> > Hi Anton, > > I'm afraid currently we not have anything in place for what you want to > achieve. > It would for an experienced developer probably not be too hard to do some > JavaScript tricks to achieve what you need. What is it you're looking at? > > > ((enjoy)) > - > Michiel Beijen > R&D > > OTRS AG > Norsk-Data-Str 1. > 61352 Bad Homburg > Deutschland > > T: +31 (0) 6457 42418 > > F: +49 (0) 9421 56818-18 > I: http://www.otrs.com/ > > Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial > register: 10751, Tax ID: 003 240 > 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André > Mindermann (CEO), Martin Edenhofer > > CU@ IIR Service Desk Forum in Mainz (Germany)<http://www.otrs.com/en/news-and-press/news-details/article/translate-to-eng…>and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! > > > On Mon, Nov 16, 2009 at 3:51 PM, Anton Gubar'kov <anton.gubarkov(a)iits.ru>wrote: > >> Hello, colleagues, >> >> Is there a (quick) way to change the list of available actions for a >> ticket based on the ticket type? >> >> Regards, >> Anton. >> >> --------------------------------------------------------------------- >> OTRS mailing list: itsm - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/itsm >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > --------------------------------------------------------------------- > OTRS mailing list: itsm - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/itsm > To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

11 years, 10 months

change ticket action list depending on the ticket type

by Anton Gubar'kov

Hello, colleagues, Is there a (quick) way to change the list of available actions for a ticket based on the ticket type? Regards, Anton.

11 years, 10 months

feature: otrs config item "unique" - key

by it-news (Josef Lahmer)

dear list, I'm searching for a function to make config-items "unique" to prevent duplicate items... " Unique => 1," would be a fine function/feature... does anybody of you may need this function too? regards from austria, Josy ------- example configitem class: { Key => 'AssetTag', Name => 'Asset Tag', Searchable => 1, Unique => 1, Input => { Type => 'Text', Size => 50, MaxLength => 100, Required => 1, }, }, example from doc: http://doc.otrs.org/itsm/1.2/en/html/x751.html gugler* ist klima:aktiv mobil! Klimafreundliche Mobilit�t wird im Kommunikationshaus gezielt gef�rdert. Erfreulicher Nebeneffekt: gugler* wurde vom Lebensministerium zum Partner der Kampagne klima:aktiv mobil ernannt. http://www.gugler.at/news-presse/einzelansicht/article/151/ausgezeichnetes-…

11 years, 10 months

Otrs and frozen ticket

by Guyard Marc NIS

Hi, I use Otrs since many month and i want to use a new function but i don't Know if exist. Is it possible to frozen a ticket who frozen the sla too? For example in a ticket open by a customer at 02:00 PM with a 1 hour sla, i want to frozen sla when i request information to customer. Sla restart when customer reply. Thanks by advance for you reply. Send with my iPhone

11 years, 10 months

Errors with DBUpdate-to-2.3.PL! Invalid date

by Yaniv Cohen

HI Guys, We are using Otrs 2.2 with Oracle (1.5M Tickets) and on route to 2.4, I'm getting errors while running DBUpdate Payton script - " ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Mon Nov 16 23:48:34 2009 Message: Invalid Date '20-AUG-08'! Traceback (11121): Module: Kernel::System::Time::TimeStamp2SystemTime (v1.44.2.1) Line: 266 Module: Kernel::System::Ticket::TicketEscalationIndexBuild (v1.346.2.6) Line: 1958 Module: main::MigrateEscalation (v1.20) Line: 273 Module: DBUpdate-to-2.3.pl (v1.20) Line: 96 " As you see our DATE Format is - DAY/MONTH/YEAR and it seem that OTRS dosent like it.... can anyone please help us on figuring this out ? I have tried searching for a solution for quite sometime and garnish! Our system is : EL5 - 64BIT PERL - 5.8.8 CUrrent OTRS version - 2.2 DB - Oracle 10g thanks guys. Yaniv

11 years, 10 months

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itsm November 2009