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Re: [itsm] Questions about config item search
by Manuel Hecht - OTRS AG 13 May '08

13 May '08

Hi Benjamin > The first problem is I can't do a search in the future because the > calendar field shows only the current year and the years before. I have fixed this problem! Have a look at bug# 2916 for more details. http://bugs.otrs.org/show_bug.cgi?id=2916 > The second problem is I can't do a search with a month or year only. It's not possible yet. This is a big architecture problem of the CI database. We are working on a solution. But it's not a easy problem. Mit freundlichen Grüßen Manuel Hecht ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18 http://www.otrs.com/ :: Communication with success! Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Zöller, Benjamin Gesendet: Donnerstag, 3. April 2008 11:50 An: itsm(a)otrs.org Betreff: [itsm] Questions about config item search Hi, I would like to do a "Warranty Expiration Date"-search over all items. Doing that shows me 2 problems: - The first problem is I can't do a search in the future because the calendar field shows only the current year and the years before. - The second problem is I can't do a search with a month or year only. For example: The search of what computer expires in the year 2009 is not possible. What must I do to get this functionallity? Thank you, Benjamin

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Sending of notices on come tickets
by swood 12 May '08

12 May '08

Hello! I can't set up the sending of delivery reports from OTRS. These notifications must be arranged by priority. I wonder if I can receive notifications only for high priority requests. Is there anyone that can help me?

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Assigning Services
by Wes Sothard 09 May '08

09 May '08

Hey list, I am trying to figure out if there is a way to assign services to groups instead of per individual. I have services that apply to only certain groups and I don't not want all the other groups to see each other's services. Is there any way to apply the services at the group or role level? Thank you, Wes Sothard

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Calendar
by Arthur Stephens 07 May '08

07 May '08

Don't know where this goes but the one day view of the calendar does not work. It displays the 5 day view. Plus - is there some way to show more detail in the 5 day view? -- Arthur Stephens Senior Sales Technician Ptera Wireless Internet Service PO Box 135 Liberty Lake, WA 99019 509-927-7837 http://www.ptera.net

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POP3 Problem in a newly setup OTRS Box...Please help
by Systems 07 May '08

07 May '08

Dear Team I had setup an OTRS system in my test server. Everything looks like good so far. But when I tried to Fetch mails using PostMasterPOP3.pl it gives me following error. I cannot understand what does it mean --------------------------------------------------------------------------- root@otrs/bin] ./PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-01 Perl: 5.8.8 OS: linux Time: Wed May 7 05:24:53 2008 Message: Auth for user support@myhost1.com@mail.myhost1.com failed! Traceback (15973): Module: main::FetchMail (v1.25) Line: 162 Module: ./PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-01 Perl: 5.8.8 OS: linux Time: Wed May 7 05:24:56 2008 Message: Auth for user support@myhost2.com@mail.myhost2.com failed! Traceback (15973): Module: main::FetchMail (v1.25) Line: 162 Module: ./PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-01 Perl: 5.8.8 OS: linux Time: Wed May 7 05:24:59 2008 Message: Auth for user support@myhost3.com@mail.myhost3.com failed! Traceback (15973): Module: main::FetchMail (v1.25) Line: 162 Module: ./PostMasterPOP3.pl (v1.25) Line: 125 ---------------------------------------------------------------------------- I can fetch this mail successfully when I configure it on an email client. Please help,Thanks in advance BipinDas System Admin,Bluelabs.

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AUTO: Sven Ehret ist nicht im Haus/is not in the office. (returning 19.05.2008)
by sven.ehret＠comdok.de 07 May '08

07 May '08

I am out of the office until 19.05.2008. Ich kehre zurück am 19.05.2008. Bitte richten Sie in dieser Zeit Ihre Anfragen an support(a)comdok.de. Nachrichten werden nicht weitergeleitet. I will not be in the office until 19.05.2008. Meanwhile, please direct your requests to support(a)comdok.de. Messages will not be forwarded. Note: This is an automated response to your message Re: [itsm] Company Tickets. SLAs sent on 5.7.08 9:56:45. This is the only notification you will receive while this person is away.

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Company Tickets. SLAs
by Mike Blamires 07 May '08

07 May '08

I am looking at implementing a setup of OTRS::ITSM to allow my support team to manage support requests which come in mainly from our 300 users via the web interface. I am having some issues, I could also be approaching the implementation wrong: * I have several queues (for example Data, Voice) which the support team are required to monitor, the majority of the users will at some point log to all of the queues. I would like Department A & Department B to be able to be able to log to both queues, I would also like Department A to see tickets in the queue logged by Department A but not by Department B, likewise I would like the same scenario for Department B. Currently with users who have the same CustomerID they can view the jobs through the Customer Interface -> Company Tickets but cannot see the detail, they just get "No Permission!" * I also remain confused over the implementation of SLAs which do not relate to the criticality, priority etc of a ticket. My customers want to see their (overall) P1 jobs fixed in x amount of time, their P2 in y amount of time etc. etc. And we need to be able to measure our peformance against this - I can't see how I can get this to work in OTRS. Can anyone point me in the right direction or let me know how it should be done? Many thanks, Mike This email has been scanned for all viruses by Clearswift MIMEsweeper. Please consider the environment before printing this email. The content of this email and any attachment is private and may be privileged. If you are not the intended recipient, any use, disclosure, copying or forwarding of this email and/or its attachments is unauthorised. If you have received this email in error please notify the sender by email and delete this message and any attachments immediately. Nothing in this email shall bind the Company or any of its subsidiaries or businesses in any contract or obligation, unless we have specifically agreed to be bound. Please feel free to visit our website: www.kcom.com KCOM Contact Centres Limited is part of the KCOM Group PLC whose registered office is at 37 Carr Lane, Hull, HU1 3RE. Registered in England and Wales under number 3703097.

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Re: [itsm] Questions about config item search
by Manuel Hecht - OTRS AG 30 Apr '08

30 Apr '08

Hi Benjamin > The first problem is I can't do a search in the future because the > calendar field shows only the current year and the years before. I have fixed this problem! Have a look at bug# 2916 for more details. http://bugs.otrs.org/show_bug.cgi?id=2916 > The second problem is I can't do a search with a month or year only. It's not possible yet. This is a big architecture problem of the CI database. We are working on a solution. But it's not a easy problem. Mit freundlichen Grüßen Manuel Hecht ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18 http://www.otrs.com/ :: Communication with success!

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Re: [itsm] Questions about config item search
by Manuel Hecht - OTRS AG 30 Apr '08

30 Apr '08

Hi Benjamin > The first problem is I can't do a search in the future because the > calendar field shows only the current year and the years before. I have fixed this problem! Have a look at bug# 2916 for more details. http://bugs.otrs.org/show_bug.cgi?id=2916 > The second problem is I can't do a search with a month or year only. It's not possible yet. This is a big architecture problem of the CI database. We are working on a solution. But it's not a easy problem. Mit freundlichen Grüßen Manuel Hecht ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18 http://www.otrs.com/ :: Communication with success! Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Zöller, Benjamin Gesendet: Donnerstag, 3. April 2008 11:50 An: itsm(a)otrs.org Betreff: [itsm] Questions about config item search Hi, I would like to do a "Warranty Expiration Date"-search over all items. Doing that shows me 2 problems: - The first problem is I can't do a search in the future because the calendar field shows only the current year and the years before. - The second problem is I can't do a search with a month or year only. For example: The search of what computer expires in the year 2009 is not possible. What must I do to get this functionallity? Thank you, Benjamin

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Questions about config item search
by Zöller, Benjamin 30 Apr '08

30 Apr '08

Hi, I would like to do a "Warranty Expiration Date"-search over all items. Doing that shows me 2 problems: - The first problem is I can't do a search in the future because the calendar field shows only the current year and the years before. - The second problem is I can't do a search with a month or year only. For example: The search of what computer expires in the year 2009 is not possible. What must I do to get this functionallity? Thank you, Benjamin

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