October 2005 - otrs - OTRS mailing lists

OTRS and CRM Software ?
by Jerome SCHEVINGT 08 Nov '05

08 Nov '05

Hi Anyone know if i can use OTRS with CRM Software (SugarCRM or VTiger) ? Actually, i use a old version of SugarCRM and OTRS version 1.1.3 (old too..) but with no link from SugarCRM to OTRS (all ticket are added manually to SugarCRM). Now we want update all and want see if we can use automatiquely OTRS into a CRM Software (we can change SugarCRM to VTiger ..) Thanks for your help

2 1

Closed Tickets keep on ageing-Why is this?
by KartheeK 08 Nov '05

08 Nov '05

Hello Everybody, I have been using OTRS for quiet a somtime now-Its Beautiful. One thing i have observed is, closed tickets keep on ageing. Why is this? Ideally when a ticket closes it is as though its "life" is finished, then why its age should increase? I dont think its the same with other systems like Vantive and Remedy. Any body with inputs on this?? Regards KartheeK --------------------------------- Yahoo! India Matrimony: Find your partner now.

2 1

import database
by Emonet Jean-Bruno 08 Nov '05

08 Nov '05

hi, We have lots of customer in a existing database. Is there an easy way to import these customers into the OTRS database? thanks, jb

2 1

Feature Requests
by Colby W. 08 Nov '05

08 Nov '05

My company recently switched from Work Request (WReq) to OTRS for our Tier 2 and Tier 3 trouble report/ticketing system and since then there have been several requests for features that either OTRS doesn't offer or that I cannot find a way to enable. The number one request is for a display element in the agent's QueueView and QueueViewLite pages to show when a ticket was last changed (by Note, Email, Owner, TicketFree Text, anything). I have spent hours pouring over the .dtl files and the .pm files looking for either an %Env or %Data key/value pair to match the value of the change_time column of the ticket DB (I forget which table). The closest I found was for $Data{"Changed"} which shows the date/time of the last external email update of the ticket, but that is already integrated into the AgentTicketQueueView[Lite].dtl files. Here is why: We have six teams who each have their own queues in OTRS (some teams have several queues) with some queue sizes consistently in excess of 100 tickets. With WReq we were able to maintain a maximum ticket response time of 1-4 hours because it was easy to tell when a ticket was last updated as the ticket change time (called "Acted On" in Wreq) was part of the ticket list (i.e. QueueViewLite). We have been able to emulate a less efficient approach with OTRS by using meaningful ticket states but still have to Zoom in on tickets to see when it was last updated by any method other than an external email. This second-most frequent request is of less consequence but I include it here because of the number of times I've been asked about it. Signatures. Our agents would like to have signatures be an agent-specific option rather than a queue-specific one. I'm sure this would be easy enough to implement but I have neither the time nor the Perl prowess to make it a reality (if I did, I would have posted the .diff to the developer's list). Why, you may ask? Why not? As I said, it is of lesser consequence but a rather high-volume request made to me nonetheless; therefore, I put it to you, the OTRS community. Thank you in advance, Colby Williams SysOp Engineer IKANO Communications, Inc. http://www.ikano.com/

6 7

RE: [otrs] getting started on creating a theme
by West, Bradley G. 08 Nov '05

08 Nov '05

Robin, The best way to do this is to copy the /Kernel/Output/HTML/Standard folder naming it what you'd like it to be then modifying it to suit your needs. You should be able to add a theme by running an insert statement into the themes table. An example, though deprecated, is available at http://doc.otrs.org/1.3/en/html/dtl-theme.html Enjoy, Brad West Network/Systems Engineer Spang & Company bwest(a)spang.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robin Mordasiewicz Sent: Tuesday, October 11, 2005 11:11 AM To: User questions and discussions about OTRS.org Subject: [otrs] getting started on creating a theme I have looked over the documentation, but cannot find any information on getting started on creating/modifying a theme. Is there documentatino availble for this? _______________________________________________ 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/

3 2

Tickets are not visible in QueueView unless user has 'rw' permission
by Chris Hutchinson 08 Nov '05

08 Nov '05

OTRS version: 2.0.3-01 OS: Windows XP Pro SP2 Evaluating OTRS. Have set up various groups, roles, users and queues. It appears that tickets in queues to which a particular user does NOT have 'rw' permission (e.g. only 'ro' permission) are not visible to that user in Queue View (even when the relevant queues are within MyQueues for that user). However, the tickets CAN be viewed via the Search mechanism. Is this intentional, or am I misunderstanding the permissions mechanism? To give an example: Role="Support" has 'rw' permissions on group="Prod01". Role="Dev" has 'ro' permissions on group="Prod01". Queue="Prod01" is associated with Group="Prod01". User="Fred" is associated with Role="Support". User="Anna" is also associated with Role="Support". User="Bill" is associated with Role="Dev". All three users have the "Prod01" queue as a member of their own MyQueues collection. There are no specific User<->Group relationships; all permissions are handled by the User<->Role relationships. User="Fred" creates a phone-ticket (ticket="10100001") in Queue="Prod01". Ticket="10100001" appears in the QueueView for User="Fred". Ticket="10100001" appears in the QueueView for User="Anna". Ticket="10100001" does NOT appear in the QueueView for User="Bill". But User="Bill" CAN see the ticket via the Search mechanism. User="Bill" can also see the ticket if the Role<->Group permissions for Role="Dev" are changed to "rw" for Group="Prod01" (although if the permissions are set on ALL of the standard individual permissions ('ro', 'move into', 'create', 'owner', 'priority') but NOT for 'rw', the user still cannot see the ticket). Even if I set up specific User<->Group permissions (as well as using the User<->Role relationships), tickets only appear in QueueView if the user in question has the 'rw' permission. Is this a bug or my misunderstanding of the features? Chris H.

2 1

AdminPackageManager - Write permission
by florian2000＠no-log.org 07 Nov '05

07 Nov '05

Hi ! I just installed OTRS for the first time and it seems to be really useful with a lot of features ! But when I'm trying to add an optional package (i'm really interested by the webmail and file manager) i just got this error : ------------- Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.sh !!! For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. ------------ I've been running this SetPermissions script but it didn't solve my pb :( I also tried to change all the permissions in /usr/share/otrs (chmod -R 777 /usr/share/otrs - which is not a nice solution...) but it didn't work :( I'm using Debian Sarge... Any idea ?? I really need the webmail and this file manager ! :) Thanks for your help ! (A few days before I posted a message because I didn't manage to install otrs in Debian Sarge : the package in the standard repository was 1.3.x so I download the one from the Experimental repository and it solved my pb :)) -- Florian

3 2

Problem with <OTRS_CUSTOMER_SUBJECT>
by Darren Worrall (Eclipse) 03 Nov '05

03 Nov '05

Hi, This variable doesn't interpret properly on the customer notifications, but it does fine on the agent notifications. What am I missing? Darren

6 7

otrs and imap
by Mauricio Tavares 03 Nov '05

03 Nov '05

Has anyone successfully used otrs with imap? If so, how did you do it?

6 6

Email headers saved to dB?
by Soul Reaper 01 Nov '05

01 Nov '05

Hello Are ALL of the email headers of emails saved to the OTRS database stored anywhere in that database? If yes, where? I have only been able to locate the basic email headers.(To, From, CC, etc) If not, is their any easy way to save an email header value when the ticket is being added to the database, so it can be displayed later on with the article details? Thank you and regards _________________________________________________________________ Dating has never been easier - get FREE Match.com membership! http://match.msn.ie/match/mt.cfm?pg=channel&tcid=237596

2 2