September 2009 - itsm - OTRS mailing lists

AdminITSMCIPAllocate problem with spanish
by Aquiles Cohen 01 Jun '10

01 Jun '10

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

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Stats functionality for customers
by Otrs Customer 22 Sep '09

22 Sep '09

Is it possible somehow to integrate stats functionality for the customer ? I've added customer users to stats group but it didn't help and the stats are still NOT available for the customers even though the customer users are added to stats group. Any hint please ? Thanks all help is VERY MUCH appreciated Cheers, M.

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TicketFreeText visibitlity in GenericAgent
by Otrs Customer 22 Sep '09

22 Sep '09

Hi Guys, sorry again me ;) I added some TicketFreeText fields but I can see only couple of them in GenericAgent and I don't know how to make other TicketFreeFields visible. Any hints would be very much appreciated! Thanks J.B.

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Problem Generating Notifications for SLAs
by Kaul, Sunjay 22 Sep '09

22 Sep '09

Hi, I am using OTRS 2.4.4 with ITSM. I have configured a queue and created a Service. The Service has an associated SLA which is set as: First Response: 10 min Update: 25 min Solution: 60 min Customers are mapped with the Service. I have uncommented the Example code in GenericAgent.pm file which generates the Escalation notifications and the entry in the crontab reads: */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null I get the notifications when the First Response time has crossed 10 minutes (both the Escalation warning as well as the actual Escalation). At this stage I tried two things: a. Do Nothing, i.e.. let the update SLA be crossed- No Notifications for escalation are generated. b. Send a mail response- the update SLA resets-No notifications generated The Ticket view shows escalation times going negative, but a History of the Ticket shows no such events. For the Solution Update SLA also, I get no escalation notifications or Ticket History update. Has anybody else faced this problem earlier, appreciate help Thanks, Sunjay </PRE>This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.<PRE>

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how to AUTOMATICALLY open the ticket
by Otrs Customer 22 Sep '09

22 Sep '09

Hi is there an option where I can configure the posibility thaat when the new ticket arrives and when the auto-reply is sent to the customer the ticket is open AUTOMATICALLY ? I was browsing all the options source codes but failed to find the solution. Thanks a million! J.B.

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customerr users and general users
by Otrs Customer 22 Sep '09

22 Sep '09

Hi I'm facing some challenges configuring OTRS. The thing is when the customer user is created it immediately gets the access to the queues which are accessible by any other user on the system - but I don't really want this - I don't want my customers to access for example Junk queue or even Raw queue where all other tickets arrive! etc...I want my customers to access ONLY the queues to which their group has the acces. Is it possible to achieve something like that ? Thanks, Regards, J.B.

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Re: [itsm] Calendars
by Kaul, Sunjay 18 Sep '09

18 Sep '09

Thanks Michiel, this is awesome. I chose to add the XML file and sure enough, the additional calendar (10) appears in the SysConfig. One question though, theoretically, the number of calendars could go up to n with both the approaches, so why is there a limit on 99 (calendars)? Regards, Sunjay -----Original Message----- From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of itsm-request(a)otrs.org Sent: Friday, September 18, 2009 2:44 PM To: itsm(a)otrs.org Subject: itsm Digest, Vol 28, Issue 4 Send itsm mailing list submissions to itsm(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/mailman/listinfo/itsm or, via email, send a message with subject or body 'help' to itsm-request(a)otrs.org You can reach the person managing the list at itsm-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of itsm digest..." Today's Topics: 1. Re: Calendars (Michiel Beijen) ---------------------------------------------------------------------- Message: 1 Date: Fri, 18 Sep 2009 11:13:05 +0200 From: Michiel Beijen <michiel(a)beefreeit.nl> Subject: Re: [itsm] Calendars To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Message-ID: <9eda38a40909180213k515e379bwc7eaf74f1b0bacd(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hi Sunjay, There are actually two ways to achieve what you want: You can manage additional calendars from Config.pm by adding the following lines: $Self->{'TimeWorkingHours::Calendar10'} = { 'Fri' => [ '9', '10', ], 'Mon' => [ '9', '10', ], 'Sat' => [ '9', '10', ], 'Sun' => [ '9', '10', ], 'Thu' => [ '9', '10', ], 'Tue' => [ '9', '10', ], 'Wed' => [ '9', '10', ] }; $Self->{'TimeVacationDays::Calendar10'} = { '1' => { '1' => 'New Year\'s Day' }, '12' => { '25' => 'First Christmas Day', '26' => 'Second Christmas Day' }, '4' => { '30' => 'Queens Day' } }; $Self->{'TimeZone::Calendar10'} = '+6'; $Self->{'TimeZone::Calendar10Name'} = 'My Calendar Name'; Repeat for every additional calendar, but change all references from Calendar10 to Calendar11. Another way, even nicer, would be to create a new XML file 'AdditionalCalendars.xml' in otrs/Kernel/Config/Files, see attached sample. You can now manage the calendars via the sysconfig, just as you would with the calendar 1 to 9... with the attached sample you only get one additional calendar, calendar10, but you get the idea I guess... Regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Fri, Sep 18, 2009 at 10:40 AM, Kaul, Sunjay <sunjay.kaul(a)capgemini.com>wrote: > Hi, > > How do I get to configure/use the 99 calendars as mentioned in the ITSM > Admin Manual. So far, I can see and am able to use the default 9 but don?t > have any idea of how to bring up the remaining 90. > > Any help is appreciated > > Regards, > > Sunjay > > > > This message contains information that may be privileged or confidential > and is the property of the Capgemini Group. It is intended only for the > person to whom it is addressed. If you are not the intended recipient, you > are not authorized to read, print, retain, copy, disseminate, distribute, or > use this message or any part thereof. If you receive this message in error, > please notify the sender immediately and delete all copies of this message. > > > --------------------------------------------------------------------- > 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/ >

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Calendars
by Kaul, Sunjay 18 Sep '09

18 Sep '09

Hi, How do I get to configure/use the 99 calendars as mentioned in the ITSM Admin Manual. So far, I can see and am able to use the default 9 but don't have any idea of how to bring up the remaining 90. Any help is appreciated Regards, Sunjay </PRE>This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.<PRE>

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SLA Management- OTRS:ITSM, Not able to generate Escalation Notifications/stats for SLA violations
by Kaul, Sunjay 08 Sep '09

08 Sep '09

Hi, I am a newbie to OTRS and am evaluating OTRS 2.3.4, with the latest ITSM add-on. I have configured Services and associated SLAs with them. I have also associated Customers with Services and while creating tickets customers/agents can select Services as well as SLAs that apply. My problem is even though zooming on the ticker, I can see the First Response, Update & Solution times updated correctly, I don't get any notifications for SLA violations nor can I see these tickets in the Stats. Where could I possibly be going wrong? I get notifications on creation, closure, state change etc. The ITSM manual carries a whole chapter on SLA Management but sadly the entire chapter is devoted to generating Stats, instead of talking about SLA Management. Any help is appreciated. Thanks & Regards, _________________________________________________________ Sunjay </PRE>This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.<PRE>

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close button
by boonyam lim 05 Sep '09

05 Sep '09

i have created a ticket which sent to a support staff, but he could not find the close button, may i know why ?

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