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Question on Ticket Numbering
by Antos, Amy M 01 Dec '09

01 Dec '09

We have our ticket numbering set to auto increment, we started with a 5 digit ticket number to a 6 digit to now a 7 digit in a really short time. (10 thousand tickets though it appears as though 1 million) This is what happens: First ticket- 10001, 10002, and so on until it reaches 10999 then switches to 101000, instead of going to 11000. It just adds another place value. Now it went from 109999 to 1010000 Any idea as to why it may be doing this? In just 4 months we have gone from a 5 digit number to a 7. We really don't want to have 11 digit ticket number by the end of the year mark.

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Cannot assign customers to groups
by Jose Manuel 30 Nov '09

30 Nov '09

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.

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Opening ticket - Priority erase
by Guyard Marc NIS 19 Nov '09

19 Nov '09

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]

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НА: How can multi tenancy be achieve in OTRS::ITSM 1.3
by Anton Gubarkov 18 Nov '09

18 Nov '09

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, ..

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How can multi tenancy be achieve in OTRS::ITSM 1.3
by Ashish Gangani 18 Nov '09

18 Nov '09

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, .

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Re: [itsm] [SOLVED] via ACL change ticket action list depending on the ticket type
by Anton Gubar'kov 18 Nov '09

18 Nov '09

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/ >

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change ticket action list depending on the ticket type
by Anton Gubar'kov 17 Nov '09

17 Nov '09

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

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feature: otrs config item "unique" - key
by it-news (Josef Lahmer) 17 Nov '09

17 Nov '09

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-…

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Otrs and frozen ticket
by Guyard Marc NIS 17 Nov '09

17 Nov '09

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

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Errors with DBUpdate-to-2.3.PL! Invalid date
by Yaniv Cohen 17 Nov '09

17 Nov '09

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

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