May 2004 - otrs - OTRS mailing lists

Modify otrs
by Leonardo Amezquita 05 May '04

05 May '04

Hi list i wish to modify the database add a data in one table it already modifies the table, But i not like modify the interfaz for add the information to the table, i whish to know the lenguage please they can to send to me some information or links Thanks you. Leonardo Amezquita Tecnico de Operaciones Ubiquando Ltda

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RE: [otrs] Is it possible to re-open closed tickets
by unbekennt X 05 May '04

05 May '04

Just my 2c Re-opening is something that you may want to think about a bit since in some respects it may reflect a support-quality issue that you perhaps want to keep track of. So perhaps re-openings should be tagged in some way so that you can take a look at any kind of pattern or trend. Matthew >From: Jorick Astrego <j.astrego(a)qualityonline.com> >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >To: otrs(a)otrs.org >Subject: [otrs] Is it possible to re-open closed tickets >Date: Wed, 5 May 2004 12:30:49 +0200 > >We have some tickets that were closed but after a couple of days there >some issues came up. I would like to re-open the tickets and finish them >correctly. > >Regards, > >Jorick Astrego >IBM Certified System Administrator - Lotus Notes and Domino > >Quality On-Line® >Hengelosestraat 501 >P.O. Box 1414 >NL-7500 BK Enschede >the Netherlands >Phone +31 53 4809090 >Fax +31 53 4342040 >Internet http://www.qualityonline.nl >_______________________________________________ >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/ _________________________________________________________________ Search the Net from any Web page - get MSN Toolbar! http://toolbar.msn.co.za?DI=1054&XAPID=2083

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RE: [otrs] Ticket replies: Doesn't work as I thought
by Lars Monsees 05 May '04

05 May '04

> Hi, > > Sometimes we want to get more information from our users. We hit > reply, and they receive a email with: > Assunto: [TN#: 10535] Re: ....... > > This is fine, but later, the user replies to this ticket, and a new > one is created: > Assunto:RE: [TN#: 10535] Re: ... > The message subject is identical, only with a Re: before. > but a new ticket is created (in this example, #10546) > > What am I doing wrong ? > Check the queue settings in the admin-area. What is 'Follow up option' set to? Lars > Thanks in advance, > > Duarte Cordeiro

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RE: [otrs] Is it possible to re-open closed tickets
by Lars Monsees 05 May '04

05 May '04

> We have some tickets that were closed but after a couple of days > there some issues came up. I would like to re-open the tickets and > finish them correctly. > Do you mean that the customer sent further mails or do you just want to add something? In the second case I would suggest you to search the tickets via the utilities page. Then you can lock the tickets and add a note. Lars > Regards, > > Jorick Astrego > IBM Certified System Administrator - Lotus Notes and Domino > > Quality On-Line® > Hengelosestraat 501 > P.O. Box 1414 > NL-7500 BK Enschede > the Netherlands > Phone +31 53 4809090 > Fax +31 53 4342040 > Internet http://www.qualityonline.nl

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Is it possible to re-open closed tickets
by Jorick Astrego 05 May '04

05 May '04

We have some tickets that were closed but after a couple of days there some issues came up. I would like to re-open the tickets and finish them correctly. Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.nl

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RE: [otrs] Ticket listing order
by Lars Monsees 05 May '04

05 May '04

Yes, sure. > Hey guys, > > Is it possible to have the tickets list in order of oldest to newest? > > Stefan

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Ticket listing order
by Stefan Testa 04 May '04

04 May '04

Hey guys, Is it possible to have the tickets list in order of oldest to newest? Stefan

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RE: [otrs] Help With Customer Interface/Permissions
by Tyler Hepworth 03 May '04

03 May '04

L. Mark Stone wrote: > On Mon, 2004-05-03 at 12:49, Tyler Hepworth wrote: >>> Error: Unknown table 'queue' in where clause, SQL: 'update ticket >>> set customer_id = ClientIDName >>> where >>> queue.id = ticket.queue_id and >>> queue.name = "First Client Name::Incoming"' >>> >> >> >> Yes, it exists, but the sql query doesn't know where to find it >> because I forgot to specify it. >> >> Query needs to be this >> >> >> update ticket,queue >> set ticket.customer_id = ClientIDName >> where >> queue.id = ticket.queue_id and >> queue.name = "First Client Name::Incoming"' >> > > Hi Tyler, > > Well it helped in that I now have a different error! ;-) > > Error: Unknown column 'ClientIDName' in 'field list', SQL: 'update > ticket, queue set ticket.customer_id = ClientIDName > where > queue.id = ticket.queue_id and > queue.name = "First Client Name::Incoming" > > Any ideas? And thanks for your time on this! Surround ClientIDName with ' ' so that MySQL will recognize it as a value. Without the quotes it is trying to interpret it as a column in a table. Hth, Tyler

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RE: [otrs] Help With Customer Interface/Permissions
by Tyler Hepworth 03 May '04

03 May '04

> Error: Unknown table 'queue' in where clause, SQL: 'update ticket > set customer_id = ClientIDName > where > queue.id = ticket.queue_id and > queue.name = "First Client Name::Incoming"' > Yes, it exists, but the sql query doesn't know where to find it because I forgot to specify it. Query needs to be this update ticket,queue set ticket.customer_id = ClientIDName where queue.id = ticket.queue_id and queue.name = "First Client Name::Incoming"' Hth, Tyler

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Re: [otrs] An answer: statistics
by unbekennt X 03 May '04

03 May '04

Perhaps they could think of linking it with a free package like VisualStats? www.visualstats.org >From: "Robert Kehl" <robert.kehl(a)otrs.de> >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Subject: Re: [otrs] An answer: statistics >Date: Mon, 3 May 2004 14:03:27 +0200 > >On Friday, April 16, 2004 11:31 AM >Peter Didenko <kip(a)masterhost.ru> wrote: > > Is there any ready to > > use statistics packages available from OTRS team or from any other > > developers/OTRS users? I believe, this is very actual question, but I > > found no any information on this. > >At current we do not provide extensive reporting nor rich statistical >functions. There is a group of members of this mailing list working on >more precise capabilities. > >Regards, > >Robert Kehl > >-- >((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > >_______________________________________________ >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/ _________________________________________________________________ Get fast inbox relief with Hotmail Extra Storage! http://join.msn.com/?pgmarket=en-xe

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