November 2004 - otrs - OTRS mailing lists

Put ticket Print link in QueueView?
by Wes Plate 19 Oct '06

19 Oct '06

I would like to put a print link in Queueview, so that I don't have to first zoom in to a ticket in order to print it. How can this be done? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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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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RE: [otrs] Attachments being cut off
by Chris Salter 03 Dec '04

03 Dec '04

There's no error message in OTRS or in the Apache logs. The error comes when you try to open the file, because it's been severely truncated. WinZIP says that the file appears to be corrupted. No, the files aren't virus-infected. There's no Norton to intercept them, and I've also scanned the files for viruses. They test file I've been using is actually one of the DLLs for my company's product. And sorry, I didn't actually do an upgrade. I built a new 1.3 server, moved the MySQL data files over from the 1.1 server, and ran the upgrade scripts on the database. -- Chris Salter Software Engineer ZANTAZ, Inc. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: November 3, 2004 1:20 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Attachments being cut off Chris Salter schrieb: > Any suggestions would be greatly appreciated! Thanks! What does OTRS's and Apaches's log files say? What are the exact error messages? What are those Zips - potentially virii-infected attachments being intercepted by s.th. like nortonorious AntiVirus software or stuff? Regards, Robert Kehl Btw: Any chance for you to send me your upgrade protocol/log? I would like to do the 1.3.x update and am interested in it. Thanks! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Pending auto close
by Stefan Testa 03 Dec '04

03 Dec '04

Ok. This feels like a very stupid question, but what is the difference between "Pending auto close +" and "Pending auto close -"? Stefan

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RE: [otrs] UnlockTickets.pl
by jsiepkes＠planet.nl 01 Dec '04

01 Dec '04

I have exactly the same problem, UnlockTickets.pl --timeout does not work, however UnlockTickets.pl --all does work. Does anyone know a workarround for this problem? TIA, Jasper

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Can't Get to /otrs/index.pl
by Jesse Shumaker 30 Nov '04

30 Nov '04

I recently did a fresh install of 1.3.2 and then restored my 1.2.3 database to it. Everything looked like it restored fine and I can see all the restored data within mysql but when I try to access the /otrs/index.pl page I get the error below. This prevents me from using OTRS. I didn't see anything unusual in the /var/log/messages file. All my services (mysql,apache2, and otrs) startup fine. Can anyone help me solve me this or provide some insight? Software Error: Usage: Apache::RequestRec::BINMODE(r) at /opt/otrs//Kernel/System/Encode.pm line 229. thanks marshall

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Re: [otrs] Statistics
by Damir Dzeko 29 Nov '04

29 Nov '04

Hi Edgar and all, (I'm returning this discussion to where it belongs) :) Edgar Meij wrote: > Good morning Damir, > > "for time calculations I've used Date::Manip which knows of business > time calculation" > Good point, I'll take this up with my manager. Our helpdesk however, is open > till 9pm and during weekends as well, so It'll still need adjustments. The > customer probably doesn't live only in business time, so I think 1st > response times would still have to be calculated in 'normal' time. We rely on auto-response system to tell customers that their ticket is being processed. Auto-response message tells them not to expect much if they posted a ticket in off hours. > " In my program/module I've used Perl module Statistics::Descriptive to do > all the hard stuff" > Can it also do hard stuff like "what's the probability the 1st response time > for a new ticket would be say, >1 hour, based on the tickets collected so > far"? Well, first, it would be needed to understand the nature of the process, or to study the distribution (exploratory data analysis) to achieve that. I'd expect that the solving time follows log-normal or gamma distribution (the bell is skewed toward smaller values but with fair possibility of extremes - tickets that are solved in a few days). But for some things approximating it with plain old Gaussian normal function, especially around middle point (maximum of the probability density function) would do just fine. So, basically, I would iterate it few times and extract out the extremes (they would spoil the average, like it's not mean already :), and then use what's left like it fits normal distribution (average, st. dev.) You have to cheat if you wan't to reduce it to single-dimensional value which still holds some mean-ing. ;) :) (IMHO) > " Basically, our manager wants to know how long has the customer waited for > first response, and later how much he waited for our agent to process his > case." > In your case, the agent sends a reply first saying "I've started work"? And > then sends the actual answer later on? Since we don't have this step (we > just send an auto-reply, saying we got their e-mail) our models are > otherwise the same I'd say. That's the same thing we do. Auto-response tells our customer that it's ticket reached our system and will require some attention right away (or, the next morning ...). Also, that first auto-response should be left out from stat. analysis. > " I think it will be more efficient if I write the skeleton to link the > module with OTRS web-interface" > Indeed :-). Looking forward to seeing it... I'll prefer to start a new page and not bloat the existing one in Stats Area. Query-builder for that module could have many options: date-ranges, days, months, time in day when the ticket was created, ... type of first article (email/phone-call), queue, ... And for the results, there could be many parameters describing output: CSV/HTML, which fields, grouped, sorted, ... > " > This 'total > > resolution time' minus the time the ticket was 'with the customer'. > That's another thing. :) I like this approach. May I use it?" > Of course :-). Thanks. Also thanks to developers of OTRS for sorting out things with ticket history types. In previous version (1.1.3) that thing gave me headaches :) > In the version I made yesterday I've also integrated the day, month and time > of day the ticket was created. It's now possible to do queries like 'how > many new tickets were created on Monday morning over the past year?' or > 'What's the busiest day of the week in terms of either calls/e-mails (and > act accordingly, ie. assign more staff that day). I already see it becoming real data-mining sub-system :) There sure are LOTS of interesting things which can be analyzed from already gathered data. But think what will happen when maybe some new release of OTRS gives customers the possibility to rate effectiveness of individual agents (enables for stimulative measures to improve quality of service) and answers found in FAQ sections as well (enables value assessment of the whole system in it's task to produce knowledge). Good system could easily outgrow itself and become a moderated community lead by experts which guarantee for quality of final answers but who are helped by senior customers who can take the challenge to answer open questions themselves. (That would be appropriate for academical or some other collaborative environment.) Now, measuring effectiveness of such system would be quite a challenge. > I've also looked into the whole queue-changes thing and come to the > conclusion it makes a significant difference in resolution time. Meaning, > that IF a ticket has been moved once or more, the resolution time rises > dramatically (and reply times as well btw). Now I just have to find a way to > enumerate this. I'll probably go ahead with determining something like the > total-time-per-ticket per queue. Interesting case. I guess that in that case analysis should be divided into two perspectives: customer's (as ticket never moved) and agent's (queue's, group's, ...) -- determine whose liability was to answer the ticket (or move it) and put the time passed on their account. Kind Regards, Damir

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OTRS_ variables in ie. Notifications
by Gard Arneson Haugen 29 Nov '04

29 Nov '04

Hi, Is there some place where I can find all available <OTRS_.*> options/variables than one can use in Notifications, Auto responses, etc? Best regards, Gard Arneson Haugen Email : gard(a)magentanews.com Mobile: +47 93 05 01 91 Fax : +47 21 95 51 99 Magenta News AS - Møllergata 8, 0179 Oslo

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[OT] imap auth as for otrs agent ldap authentication
by Alessio Tosi 29 Nov '04

29 Nov '04

I know that it's off topic but probably the agent auth on ldap have might trigger the same idea to someone else. I've successfully configured my active directory as auth db for my agent, now my agents can connect to otrs using the otrs username (that for me is the same as active directory) and their domain password. Id like to know if there is a way to provide such sort of authentication alternative also for an imap or pop server so that my users can login to my domain, otrs, and mailbox using the same realm. Then I'll be able to consolidate all my users in active directory . Ciao AleX

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Generic agent - database query?
by Rudi Kramer 29 Nov '04

29 Nov '04

Good Morning I'm not sure if this is a silly question but here goe's anyway. To utilize the generic agent web interface you need to add the following string to your cronjob: */5 * * * * $HOME/bin/GenericAgent.pl -c db >> /dev/null Now this is suppsoed to run every 5 minutes but in the web interface you also have to setup the schedule, this can only be run every 10 minutes, so is the cronjon run every 5 minutes but it only get's actioned every 10? Thanks Rudi

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