January 2005 - otrs - OTRS mailing lists

RE: [otrs] Changing default priority based on CustomerUser data?
by Peter van Beugen 26 Jan '05

26 Jan '05

Maybe this will do: http://sourceforge.net/mailarchive/forum.php?thread_id=3141440&forum_id=2347 Peter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter van Beugen Sent: woensdag 26 januari 2005 23:18 To: User questions and discussions about OTRS. Subject: RE: [otrs] Changing default priority based on CustomerUser data? I would write a separate simple POP3 program, which POPs the e-mails first, check the e-mail adress on your specific customer database, looks up the priority indication in the database and send/forward the e-mail according to this priority to a specific (OTRS) e-mail address (prio1@yourdomain.com/prio2@yourdomain.com/...). When receiving (POP) these e-mail addresses in OTRS it's easy to set the priority (postmaster filter) and route them to the same queue (I even would use different queues...) Peter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: woensdag 26 januari 2005 14:26 To: User questions and discussions about OTRS. Subject: RE: [otrs] Changing default priority based on CustomerUser data? How else would you do it then? What kind of way are you thinking about? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Tuesday, January 25, 2005 7:22 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Changing default priority based on CustomerUser data? > > I've got a question about priorities: we have some customers who we'd > > like to automatically set to a higher priority when their ticket is > > first created from email. I could supply a column in the CustomerUser > > view that would either give a 1/0 indication or specify the actual > > priority that new tickets should be created at. Is that possible? If > > so, any tips? If not, any tips for where to hack the source > > to make it > > happen? > Couldn't you use the postmaster filter in the admin area for this? > > Have it check the "from" field and if it matches a certain > address, I believe you can set a flag to control the priority. Thanks for the idea... But unfortunately it's not going to work. In our case, there are many thousands of users who qualify for the higher priority on new tickets, and the data isn't static. I suppose I could do bulk dumps into mysql from the customeruser db, but that seems kind of an awkward way to achieve this. Any other thoughts? Thanks -b _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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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RE: [otrs] Changing default priority based on CustomerUser data?
by Peter van Beugen 26 Jan '05

26 Jan '05

I would write a separate simple POP3 program, which POPs the e-mails first, check the e-mail adress on your specific customer database, looks up the priority indication in the database and send/forward the e-mail according to this priority to a specific (OTRS) e-mail address (prio1@yourdomain.com/prio2@yourdomain.com/...). When receiving (POP) these e-mail addresses in OTRS it's easy to set the priority (postmaster filter) and route them to the same queue (I even would use different queues...) Peter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: woensdag 26 januari 2005 14:26 To: User questions and discussions about OTRS. Subject: RE: [otrs] Changing default priority based on CustomerUser data? How else would you do it then? What kind of way are you thinking about? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Tuesday, January 25, 2005 7:22 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Changing default priority based on CustomerUser data? > > I've got a question about priorities: we have some customers who we'd > > like to automatically set to a higher priority when their ticket is > > first created from email. I could supply a column in the CustomerUser > > view that would either give a 1/0 indication or specify the actual > > priority that new tickets should be created at. Is that possible? If > > so, any tips? If not, any tips for where to hack the source > > to make it > > happen? > Couldn't you use the postmaster filter in the admin area for this? > > Have it check the "from" field and if it matches a certain > address, I believe you can set a flag to control the priority. Thanks for the idea... But unfortunately it's not going to work. In our case, there are many thousands of users who qualify for the higher priority on new tickets, and the data isn't static. I suppose I could do bulk dumps into mysql from the customeruser db, but that seems kind of an awkward way to achieve this. Any other thoughts? Thanks -b _______________________________________________ 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/ _______________________________________________ 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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RE: [otrs] Stats for average Agent response time?
by Peter van Beugen 26 Jan '05

26 Jan '05

Charles, We use CF as well. Will you send me your CF pages that produce these Stats? Regards, Peter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Charles R. Thompson Sent: woensdag 26 januari 2005 19:04 To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Stats for average Agent response time? I use ColdFusion to tap into OTRS and built charts/graphs, etc. and have learned the secret to reporting on tickets lies in understanding the interaction of the following tables TICKET TICKET_HISTORY TICKET_HISTORY_TYPE TICKET_STATE TICKET_STATE_TYPE Using somehting like PHPMyAdmin I would recommend picking a ticket or two and tracing activity through the tables. From there it's really just a matter of some SQL and loops to get useful report data out. In your case, one possibility off the top of my head would be an SQL comparison of the difference from TICKET.create_time vs the earliest ticket_history.create_time where the earliest history_type is 8 (SendAnswer) and the TICKET.id = TICKET_HISTORY.ticket_id Charles -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Wes Plate Sent: Wednesday, January 26, 2005 10:48 AM To: User questions and discussions about OTRS. Subject: [otrs] Stats for average Agent response time? Is there a way to get from OTRS the average time it takes for an Agent to respond to a new ticket? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com _______________________________________________ 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/ _______________________________________________ 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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Stats for average Agent response time?
by Wes Plate 26 Jan '05

26 Jan '05

Is there a way to get from OTRS the average time it takes for an Agent to respond to a new ticket? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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more from Stats
by Alvaro Lopez 26 Jan '05

26 Jan '05

Hello all, again :) I'm looking in archives (aorund an hour), but I can´t found nothing about my question, it's right that many people ask about stats, but I need to know only 3 things: - Where is generate the SQL query (location). - Where is list the stats generates. - I supouse that the script where is generate the stats list for apear refear to directory: /opt/otrs/Kernel/System/Stats/. But where is this file?. I try to add another *.pm file but not listed when action is called. It's arround 3 years that I don´t touch any of perl, and my knowledge base it's near to be erase. When I can add, the entry to action it's only modify sql-query, using where, count, sum , etc... Thanks for your time. Alvaro.

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RE: [otrs] Changing default priority based on CustomerUser data?
by Jack Doyle 26 Jan '05

26 Jan '05

How else would you do it then? What kind of way are you thinking about? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Tuesday, January 25, 2005 7:22 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Changing default priority based on CustomerUser data? > > I've got a question about priorities: we have some customers who we'd > > like to automatically set to a higher priority when their ticket is > > first created from email. I could supply a column in the CustomerUser > > view that would either give a 1/0 indication or specify the actual > > priority that new tickets should be created at. Is that possible? If > > so, any tips? If not, any tips for where to hack the source > > to make it > > happen? > Couldn't you use the postmaster filter in the admin area for this? > > Have it check the "from" field and if it matches a certain > address, I believe you can set a flag to control the priority. Thanks for the idea... But unfortunately it's not going to work. In our case, there are many thousands of users who qualify for the higher priority on new tickets, and the data isn't static. I suppose I could do bulk dumps into mysql from the customeruser db, but that seems kind of an awkward way to achieve this. Any other thoughts? Thanks -b _______________________________________________ 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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RE: [otrs] Stats
by Adler Eliacin 26 Jan '05

26 Jan '05

Edgar, The stat modular on the archives is for Linux. Any update stat modular for Win32 (didn't find it at http://www.mail-archive.com/dev@otrs.org/) I've install OTRS on a Windows 2000 server. I have 3 OTRS admin users and I need stats on (open tickets per admin per day, close tickets per admin per day and average time per tickets. Let me know if you can. I also want to upgrade from OTRS 1.2.4 to OTRS 1.3 can someone please send me the link for the upgrade. Thanks, Adler -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Edgar Meij Sent: Tuesday, January 25, 2005 11:11 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Stats Maybe it's a good idea to check the mail-archives of this list first, people usually don't like answering same e-mails twice ;-). See http://www.mail-archive.com/dev%40otrs.org/ and http://www.mail-archive.com/otrs%40otrs.org/ ... And as for the stats, check out Damir's module: http://www.mail-archive.com/dev@otrs.org/msg00813.html hth, Edgar Meij 'An approximate answer to the right question is worth a great deal more than a precise answer to the wrong question' On Tue, 25 Jan 2005 15:17:03 +0100, Alvaro Lopez <alopez(a)genetsis.com> wrote: > > Hello all: > > I'm the same guy who asked about HTML mails :) > > Now I've another question. I need to create more stats than OTRS > have, and in the manual I couldn´t found anything about it. Where are > stats, how can I add another Stat?. I supose That I may change at least > one table and touch some code, but I can´t found where. Can anyone help me?. > > Thanks > > Alvaro. > > > > _______________________________________________ > 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 f�r Ihr OTRS System? > => http://www.otrs.de/ > -- _______________________________________________ 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 fr Ihr OTRS System? =http://www.otrs.de/

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Wide character problem
by Czakó Krisztián 26 Jan '05

26 Jan '05

I've had a problem with OTRS on a Debian sarge system. I've triedto re install it on a brand new sarge installation, where I can enable mod-perl mode instead of cgi mode. But the problem still exist: Software error: Wide character in subroutine entry at /usr/share/perl5/MIME/Decoder/QuotedPrint.pm line 74. What is wrong with my installation? I use the 'hu' (Hunagrian) language and UTF-8: $Self->{DefaultCharset} = 'UTF-8'; $Self->{DefaultLanguage} = 'hu'; The system locale is hu_HU.UTF-8, and locales package is installed and supports this locale. Regards, Krisztián Czakó

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RE: [otrs] Changing default priority based on CustomerUser data?
by Talley, Brooks 26 Jan '05

26 Jan '05

> > I've got a question about priorities: we have some customers who we'd > > like to automatically set to a higher priority when their ticket is > > first created from email. I could supply a column in the CustomerUser > > view that would either give a 1/0 indication or specify the actual > > priority that new tickets should be created at. Is that possible? If > > so, any tips? If not, any tips for where to hack the source > > to make it > > happen? > Couldn't you use the postmaster filter in the admin area for this? > > Have it check the "from" field and if it matches a certain > address, I believe you can set a flag to control the priority. Thanks for the idea... But unfortunately it's not going to work. In our case, there are many thousands of users who qualify for the higher priority on new tickets, and the data isn't static. I suppose I could do bulk dumps into mysql from the customeruser db, but that seems kind of an awkward way to achieve this. Any other thoughts? Thanks -b

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RE: [otrs] Changing default priority based on CustomerUser data?
by Jack Doyle 25 Jan '05

25 Jan '05

Couldn't you use the postmaster filter in the admin area for this? Have it check the "from" field and if it matches a certain address, I believe you can set a flag to control the priority. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Monday, January 24, 2005 7:04 PM To: User questions and discussions about OTRS. Subject: [otrs] Changing default priority based on CustomerUser data? First, let me say that I'm really impressed with OTRS. Our testing and evaluation is going well, and our support people are very excited to see it in production. I've got a question about priorities: we have some customers who we'd like to automatically set to a higher priority when their ticket is first created from email. I could supply a column in the CustomerUser view that would either give a 1/0 indication or specify the actual priority that new tickets should be created at. Is that possible? If so, any tips? If not, any tips for where to hack the source to make it happen? Thanks! -Brooks

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