June 2004 - otrs - OTRS mailing lists

RE: [otrs] Deleting Language Options
by Tyler Hepworth 07 Jun '04

07 Jun '04

_____ From: Jesse [mailto:marshall28@juno.com] Sent: Sunday, June 06, 2004 5:12 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting Language Options Tyler Hepworth wrote: Jesse wrote: How do I delete languages in the FAQ section? I only want the english one? Here is the (probably) unapproved way of doing it. There is table in the database called faq_language. It only holds four values: en, de, es, fr. Delete the ones you don't want. Tyler Hepworth _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ <http://www.otrs.de/> have you tried this? yes and does it work without errors occuring other places? yes - as long as you don't have any existing faqs that belong to a language you have deleted. ** Note. I only did this when I was testing the system. My production system is not this way. I don't need the extra languages either, but they don't bother me, so I just leave them alone.

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RE: [otrs] Making Customers Only able to Send tickets to certainq ueue's
by Tyler Hepworth 07 Jun '04

07 Jun '04

Jesse wrote: > Jeff Griffiths wrote: > >> That's a queue permissions thing, I thought it was initially >> confusing as well. Just put the rest of of your queues as 'admin' >> with only the 'submission' queue as 'users'. >> >> cheers, JeffG >> >> Jesse wrote: >> >>> I want to make it so that when when a customer creates a new ticket >>> they can only post to a certain queue. right now I'm doing testing >>> on a future ticket system and when I goto post with a user they can >>> send a ticket to all the queue's. >>> >>> thanks >>> marshall > Are you saying that you want me to make the group admin on the "Junk" > "Misc" "Postmaster" and "Raw" queues? I did this and they can still > see each of the queues when creating a ticket. Much easier than all that. Add the following to Config.pm #CustomerPanelOwnSelection #(If this is in use, "just this selection is valid" for the CustomMessage.) $Self->{CustomerPanelOwnSelection} = { QueueID => String '1' => 'First Queue!', '2' => 'Second Queue!', }; Define the queues that you want the customer to see in the web panel. Those will be the only ones available. hth, Tyler Hepworth

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Deleting Language Options
by Jesse 06 Jun '04

06 Jun '04

How do I delete languages in the FAQ section? I only want the english one? thanks marshall

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RE: [otrs] Deleting Language Options
by Tyler Hepworth 06 Jun '04

06 Jun '04

Jesse wrote: > How do I delete languages in the FAQ section? I only want the english > one? > Here is the (probably) unapproved way of doing it. There is table in the database called faq_language. It only holds four values: en, de, es, fr. Delete the ones you don't want. Tyler Hepworth

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Which Linux Distro. do you recommend?
by Jesse 06 Jun '04

06 Jun '04

I'm curious which Linux Distro. you guys recommend for OTRS? which one has given you the most success? I've tried SuSE 9.0 but I seem to somehow make the mySQL service fail from starting and havn't found anyone who could help me. Overall which Linux Distro would you recommend? thanks marshall

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Making Customers Only able to Send tickets to certain queue's
by Jesse 06 Jun '04

06 Jun '04

I want to make it so that when when a customer creates a new ticket they can only post to a certain queue. right now I'm doing testing on a future ticket system and when I goto post with a user they can send a ticket to all the queue's. thanks marshall

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RE: [otrs] Several otrs questions: mail actions, faq usage ...
by Tyler Hepworth 05 Jun '04

05 Jun '04

Stefan Berder wrote: > Hi all, > I'm now playing with otrs for a week and find this tool really handy. > I used to work on RT (http://bestpractical.com/rt/) but it was hard > to install, hard to configure, hard to modify, hard, hard, hard ... > while with otrs, on eah thing I want to do I got an answer after > looking in Kernel/Config/Default.pm or in the code. So thank you > for this tool to the core team. Now for the questions : - Is otrs > able to deal with actions in email subject ? My problem is that > some agents prefer to handle the tickets without any web interface, > so my point is to detect an answer of a ticket by mail and make it an > agent answer, and for example other things like close for example. It > could be detected by [close] in the subject or any other way. Take a look at Chapter 7 in the documenation. Specifically you are interested in "Filtering/Dispatching by OTRS/PostMaster modules". http://doc.otrs.org/1.2/en/html/receiving-email-filter-module.html. Take a look at /opt/otrs/doc/X-OTRS-Headers.txt to see all of the default actions that can be performed with X-OTRS headers. If you need even more complex filtering, then you can write your own PostMaster filter modules. A brief introduction to them is here: http://doc.otrs.org/1.2/en/html/dev-custom-modules-postmaster.html. ** Filters are indescriminate. They do not do any kind of permissions checking before processing mail. Using filters to allow your agents to manage the system via email could be disasterous if end-users intentionally (or inadvertenly) place specific wordings in the subject or body that mimic agent actions. > > - I don't really find the faq usage. The faq has to be filled as a > separate section of the ticket system ? My point of view is that we FAQ is considered a separate area of the system. It is not tied into or related to tickets. > should have the ability to fill it with tickets too, this would avoid > to loose some time to fill it with an already solved problem. Why? Now you have a duplicate copy of a ticket whose information could be just as easily accessed with the full text searching capabilities provided in the Utilities section. Personally, I dislike the idea of ticket dumps into FAQs. Agent writings inside of tickets are often sloppy and disjointed. The back and forth nature of tickets also makes for an often disjointed view of the problem and its solution. To dump this kind of information into an FAQ (especially if it is publicly viewable) is a poor idea (IMO). Rather I think an FAQ should be a well thought out, carefully constructed document that answers a question. Building this type of document generally is best achieved by creating it from scratch. Doing so requires thought. Dumping tickets requires none. Just my $.02. > > - Is there any guy who is about to provide a debian packaging of this > wonderful application ? If no, I'll probably do it. > Look here: http://lists.otrs.org/pipermail/otrs/2004-April/004692.html > Thanks to those who will answer > > Stefan

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Several otrs questions: mail actions, faq usage ...
by Stefan Berder 05 Jun '04

05 Jun '04

Hi all, I'm now playing with otrs for a week and find this tool really handy. I used to work on RT (http://bestpractical.com/rt/) but it was hard to install, hard to configure, hard to modify, hard, hard, hard ... while with otrs, on eah thing I want to do I got an answer after looking in Kernel/Config/Default.pm or in the code. So thank you for this tool to the core team. Now for the questions : - Is otrs able to deal with actions in email subject ? My problem is that some agents prefer to handle the tickets without any web interface, so my point is to detect an answer of a ticket by mail and make it an agent answer, and for example other things like close for example. It could be detected by [close] in the subject or any other way. - I don't really find the faq usage. The faq has to be filled as a separate section of the ticket system ? My point of view is that we should have the ability to fill it with tickets too, this would avoid to loose some time to fill it with an already solved problem. - Is there any guy who is about to provide a debian packaging of this wonderful application ? If no, I'll probably do it. Thanks to those who will answer Stefan -- #=- Stefan Berder tel : 6 14 80 -=# #=- Ingénieur système et réseau 01 53 95 14 80 -=# #=- TRANSPAC / CSIG-SIS-ISS mail : sbe(a)oleane.net -=# #=- /(bb|[^b]{2})/ stefan.berder(a)francetelecom.com -=#

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Statistics: calculating avarage answer times for tickets
by Stig Graasbøl Rasmussen 05 Jun '04

05 Jun '04

The suits from management in my company want statistics showing the avarage time it takes to handle tickets in the help desk. That is the avarage time span from ticket creation to the ticket is closed. I do that by firing the following sql-statement in the Select Box (Admin Area): select sec_to_time(avg(unix_timestamp(change_time) - unix_timestamp(create_time))) from ticket where unix_timestamp(create_time) > unix_timestamp('2004-05-01 00:00:00') and unix_timestamp(create_time) < unix_timestamp('2004-05-31 00:00:00') and ticket_state_id = 2 The example shows the avarage answer time for may 2004 (the result is in: hh:mm:ss) I am intersted in knowing if anybody is dealing with the same kind of statistics and hearing if there is a better way to retrieve the same information. Elsewise I just want to share my endeavour with whoever is interested. Regards Stig

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Premature unlocking
by Daniel Seifert 05 Jun '04

05 Jun '04

Hi. Lately (after updating to OTRS 1.2.3), tickets are becoming unlocked way before any escalation time. For example, I had an open ticket where I send the customer a reply yesterday at 15 o'clock, which changed the status of the ticket from open to "pending auto close+". An hour later, the customer send a reply. 9:35 hours later, the ticket became unlocked and I received an email with the subject "Lock Timeout!". The queue the ticket is in was set to 7000 minutes timeout for escalation time and 5000 minutes for unlock timeout. Here are the last few lines of the history: StateUpdate Old: 'open' New: 'pending auto close+' x dseifert (Daniel Seifert) 04.05.2004 15:00:18 SetPendingTime Set Pending Time to 2004/05/07 14:59. - dseifert (Daniel Seifert) 04.05.2004 15:00:18 FollowUp FollowUp for [2004042810000334]. x root@localhost (Admin OTRS) 04.05.2004 16:00:11 StateUpdate Old: 'pending auto close+' New: 'open' - root@localhost (Admin OTRS) 04.05.2004 16:00:11 Unlock Ticket unlock. - root@localhost (Admin OTRS) 05.05.2004 01:35:01 The previous reply from me had to wait 4.5 days (mail received on 29.04.2004 14:18:08, reply sent 04.05.2004 15:00:18), but during these 4.5 days the ticket did NOT unlock! Just this night, after less than 10 hours, it did. This happened regularly the last few weeks after I upgraded to 1.2.3, I didn't have this problem previously. No chances were made to any OTRS settings in this time (quite sure about that ;-)) Please let me know whether I should file this as a bug. -- Daniel Seifert <dseifert(a)gmx.de>

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