September 2003 - otrs - OTRS mailing lists

How can I add some new internal Note Types
by Matthias Wegner 22 Jul '05

22 Jul '05

Hi OTRS Mailers, I would like to add some new Internal Note Type "Wartung". I added the new type to the "Article_type" table. But, as i understand it, i have to modify the "Default.pm" script. This is what i did: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 2, 'note-report' => 3, 'Wartung' => 4, }; But even after this modification the drop Down Box of the "note" Form only lists "note-internal". What else is necessary ? Thank you. Matthias Wegner

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closed tickets
by Jorge 04 Nov '03

04 Nov '03

Hi, How can an agent view the list of closed tickets? I have some manager as an agent who want to see as normal agent response to tickets, how fast and how many, but i don´t find how to see that on the agent interface. Jorge

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ODBC to existing Customer database
by david.cruz＠kpnqwest.pt 21 Oct '03

21 Oct '03

Hi, We'd like to have OTRS Tickets linked to our existing Customer database. All we need is for the Customer info to be taken from a table/view. Since it's in a Microsoft SQL2000 database, we're trying to do this the easy way, by connecting to the sql2k database with FreeTDS and unixODBC. I just can't figure out how to direct the Customer data through ODBC... This is what we've done so far: (all of this in RedHat 7.3, server choice in install) - install mysql (most recent version from redhat updates) - install otrs :) - install GD-1.41 (the most recent version didn't compile) - install GD::Text - install GD::Graph - install freetds-0.61-2 - install freetds-unixodbc-0.61-2 - configure freetds and unixodbc making sure they can talk with sql2k Can you help us put this scenario working? I'm thinking about an ODBC backend (like the LDAP backend), but don't know how to do it. I did find some lines of code about ODBC in Kernel/System/DB.pm, but didn't understand how to use them. Thanks, -- |)avid ------------------------------------------------- KPNQwest Portugal http://www.KPNQwest.pt

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printing ticket
by Guenther Rasch 16 Oct '03

16 Oct '03

Hi Is there a posibility to print tickets automatically via GenericAgent.pl? Regards Guenther

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Queueview - exclude AUTO tickets
by Neil Gow 09 Oct '03

09 Oct '03

Hi, Just started using OTRS and so far finding it very useful, but we are finding some aspects quite confusing, but presume this is just because we do not appreciate why it works the way it does. The main thing we are having problems understanding is the QueueView and AUTO items. Ideally we would like to exclude all AUTO items from the queueview by default unless they have exceeded the time set against them. Basically, we would like to be able to respond to an item, set the AUTO state and date time, unlock it (so that it is not owned, as anyone can deal with it or we may not be in the office that day) and then forget it until a reply is received or the AUTO is triggered. Is this possible or sensible even? Thank you Neil

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Time Quota
by Luca Brizzi 07 Oct '03

07 Oct '03

I'm a newbie with OTRS. Is it possibile to assign a Time Quota to a customer? In this way it is possible to track time spent on a customer based on the helpdesk time that he has bought. Thanks in advance Luca Brizzi

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ticket owner problem
by Wouter Mignon 07 Oct '03

07 Oct '03

i have a little question When a ticket is created via customer webinterface it's owned by root and i can't delegate it to another user, i have to reply to the ticket first so it becomes mine. How do i set default ticket owner for a queue? When i created the que i selected i group and my agent user is in this same group but doesn't have initial rights to mess around with the ticket. greets, Wouter

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Feature request: proposal for OTRS extension
by Gerold Gruber 30 Sep '03

30 Sep '03

Dear community, in the appendix you can find a draft of a group of people for an extension to the OTRS system (currently only available in German, on demand we could try to create an English version within one week). If there are any comments about this draft: please discuss them here on the list. Our goal is to coordinate our activity with the OTRS community, but also to have at least a beta for our own needs 'til the end of October (of this year ;-). So we will be happy about any feedback within the next seven days. It will then depend on the feedback, if we open a wider discussion or start the implementation. Regards Paul (aka Gerold Gruber)

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AW: AW: [otrs] Time Tracking more
by Matthias Wegner 29 Sep '03

29 Sep '03

Hi Jerome, for agent specific accounting just summarize all entries with the same "Create by", and select the Days you want to see. SELECT create_by, sum( time_unit ) FROM time_accounting WHERE ( time_accounting.create_time > '01.09.2003' ) AND ( time_accounting.create_time < '30.09.2003' ) ORDER BY create_by GROUP BY create_by For Queue specifig accouting have to join the Ticket Table and group by the queue_id. Greetings Matthias

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History of ticket missing "Lock" when ownership is changed
by Alex Kelly 28 Sep '03

28 Sep '03

Hello all, Summary: We have just recently started using OTRS in production. Today one of my users reported to me that there is no logging of a lock when the ownership is changed. We are not using the most current OTRS release, and I am not sure if this has been mentioned before (I have tried to search on bugzilla, but come up empty). I can see how this could be the desired result, because if the ownership is changed, you would assume that the ticket is locked by that user. But, since it specifically logs all other ticket locks, I thought this may be an oversight. DETAILS: We are running OTRS 1.1.1 on RedHat Linux 9. Steps: 1. User A creates a ticket from phoneview. 2. User A locks the ticket by default. If you view the history of the ticket, one of the entries will say "Lock Ticket Lock User A" 3. User A cannot work on the ticket, so they change the ownership to User B. 4. If you look at the history, you will see "OwnerUpdate New owner is "User B". 5. The ticket is now locked by "User B" but there is no log entry stating "Lock Ticket Lock User B" Thanks, Alex Kelly

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