July 2003 - otrs - OTRS mailing lists

Feature request: Additional reporting
by Chris Salter 07 Aug '03

07 Aug '03

We're using OTRS here to get our support emails under control, and for the most part it's working very well. However, upper management has asked me to give them more information about what's going on in the system. Basically, what we would really like to have is a way of getting daily reports (at the end of each day) telling us how many tickets we have still open, how many new tickets haven't received a response (this should always be 0 for us, they just want to see it), stuff like that. They would also like to know how many new tickets have come in each day, how many tickets were closed that day, how many were closed by each agent, how long each was open for, the average time before a ticket was answered, the longest that a ticket went without being answered, and so on and so forth. Basically, what they really want to know is how long is it taking us to get back to people and to solve their problems, and is anyone falling through the cracks. Are there any plans to create an improved reporting module so that we can get better stats from our OTRS system? If so, is there a timetable? Thanks! -- Chris Salter

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opendir abort, stop syslog
by Stefan Kanitz 06 Aug '03

06 Aug '03

Hi I've installed otrs-1.1.3-01.tar.gz on a shared-system It works :-) But only with use lib "/home/pacs/hs00/users/domain1/doms/domain1.de/otrs/"; in index.pl. Otherwise I get opendir(./../../../../../../..): Permission denied at /usr/share/perl/5.6.1/FindBin.pm line 143 Can't locate Kernel/Config.pm in @INC [...] Now the PostMasterPOP3.pl-Output: opendir(./../../../../../..): Permission denied at /usr/share/perl/5.6.1/FindBin.pm line 143 1. What I have to change? 2. How can I stop the complete cronjob-Output at PostMasterPOP3.pl (no messages if mail or not) 3. It's necessary to stop syslog. Where can I do that? Stefan

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Is there a roadmap ?
by Thorsten Philipp 06 Aug '03

06 Aug '03

Hi everybody, we are planning to use OTRS at our company and I would like to know if there is a feature list for 1.2 or even 2.0 , because we are missing several smaller things in the current release and would like to know if there are already plans on impleting some of them in future releases. I've arlready searched threw the mailing-list and the Webpage but couldn't find anything. Thx a lot Thorsten Philipp

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Can't locate Kernel/Config.pm
by Daniel Schönland 05 Aug '03

05 Aug '03

Hello, I tried to install OTRS on my Debian Linux using the description at http://doc.otrs.org/1.1/html/install-cli.html. After installing the cpan modules I wanted to check if the needed modules were installed successful, but I received an error: h3av3n:/opt/otrs# perl -cw /opt/otrs/bin/PostMaster.pl Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /etc/perl /usr/local/lib/perl/5.8.0 /usr/local/share/perl/5.8.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8.0 /usr/share/perl/5.8.0 /usr/local/lib/site_perl .) at /opt/otrs/bin/PostMaster.pl line 42. BEGIN failed--compilation aborted at /opt/otrs/bin/PostMaster.pl line 42. The system seems to want the Kernel/Config.pm-file. How can I get it installed? Regards, Dan -- usgang.de GmbH | Am Frankenturm 5 - 7 | D-50667 Köln Fon +49 221 355 472 0 | Fax +49 221 355 472 11

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password recovery from web interface
by Jorge 05 Aug '03

05 Aug '03

Hi. The password recovery interface over www works fine, but i don´t like something. 1-The mail it send don´t include the IP from where the request was done or all the headers for the request. 2-The request change the password inmediatly, anyone can change the password for any other at any time. I suggest to do a different aproach and use the mail as an option to confirm the password change with a time limit, but not to do the change until confirmation , something similar to bugzilla or others interfaces. Jorge.

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Associate a ticket
by Roger Moreno Quintero 04 Aug '03

04 Aug '03

hello, please helpme > how I can associate a ticket to a user automatically. ej: subject

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Adding Fields to Forms
by Paul O'Neill 01 Aug '03

01 Aug '03

Hi, is it possible to add new fields to forms. In this case I want to add a Bugzilla ID field to the call forms to record issues logged with the internal engineering team. I assume I would need to alter some tables to allow this field to get populated in MySQL, cheers paul....

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Problem installing on Oracle
by Ruffoni Graziano 01 Aug '03

01 Aug '03

Hi all, I would like to install OTRS using Oracle DB and I've got some problems. The first error has been during the generation of SQL script for schema cration using Torque 3.0.2 due to an error in otrs-schema.sql with the <app-data> TAG, I've solved removing it. After this I've got errors creating tables because some tables names are Oracle keywords: comment session and some index names are too long: index_customer_preferences_user_id index_ticket_loop_protection_sent_to index_ticket_loop_protection_sent_date any help is greatly appriciated Thanks graziano

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Configurations to receive email at helpdesk from Customers
by Gary Chan 31 Jul '03

31 Jul '03

Hi, I am using OTRS on Red Hat Linux version 7.3. I would like to find out what are the configurations needed at the OTRS system to download all emails from the POP account given to the helpdesk system. Please advise. Thanks. Regards, Gary

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Feature request - semi-colons as address separators
by Covert, Jake 31 Jul '03

31 Jul '03

Can you code OTRS to allow semi-colons as address separators? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

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