November 2005 - otrs - OTRS mailing lists

AW: [otrs] Re: OTRS Badly Requires a Forum, Does It Not??
by shawn.beasley＠dlh.de 18 Nov '05

18 Nov '05

The wiki is a good system from what I have seen, but again is a collaberative nightmare when there is not someone who is ready and willing to take over administratvie tasks for such. Vielen Dank, Shawn Beasley Support - IT Email: shawn.beasley(a)dlh.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Steven Gesendet: Donnerstag, 17. November 2005 20:37 An: otrs(a)otrs.org Betreff: [otrs] Re: OTRS Badly Requires a Forum, Does It Not?? The one benefit to a forum, or preferably a Wiki, is a place to store common config changes, best practices, etc. For troubleshooting, the mailing lists and archives are best. But a Wiki could reduce the repetitive questions. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - - "KartheeK" <kartheekpn(a)yahoo.co.in> wrote in message news:20051117060103.37353.qmail@web8506.mail.in.yahoo.com... Hello Everybody, I think OTRS requires a discussion forum, which would help the whole OTRS community to clarify their doubts. And one solution is to set up a phpBB, or We can request linuxquestions.org to start a separate Forum for OTRS on their site. What do the OTRS Makers fell about this?? Regards KartheeK Enjoy this Diwali with Y! India Click here _______________________________________________ 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 für Ihr OTRS System? => http://www.otrs.de/

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Cant get mail response to work
by Thomas Nilsen 18 Nov '05

18 Nov '05

I have installed otrs beta4 a few days ago. We are testing it to see if it would fit our needs. I have setup pop3 catchall mail account and otrs gets the mail, but when I want to zoom a ticket and reply to a user I get this: Compose Answer (email): Contact customer (phone): * phone call Why do i not get a link so i can write mail to customer? I have tried to setup smtp parameters and so on in config.pm but did not get it to work. Am I missing something here? Otrs is currently running on RedHat AS 3, with perl and apache + mysql. Thanks! Best regards Thomas Nilsen

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OTRS Badly Requires a Forum, Does It Not??
by KartheeK 17 Nov '05

17 Nov '05

Hello Everybody, I think OTRS requires a discussion forum, which would help the whole OTRS community to clarify their doubts. And one solution is to set up a phpBB, or We can request linuxquestions.org to start a separate Forum for OTRS on their site. What do the OTRS Makers fell about this?? Regards KartheeK --------------------------------- Enjoy this Diwali with Y! India Click here

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Re: [otrs] Merge Function
by Jeff Baughn 17 Nov '05

17 Nov '05

Yes. If you have 2 or more tickets from the same user about the same subject, it's best (at least reporting wise) to merge the 2 tickets into one. We handle support via email and phone. Sometimes, a user will email in his/her problem. Maybe it's really urgent and we don't respond in time, so the user calls. The agent on the phone doesn't see the email ticket when he opens up a new ticket for the problem. When someone goes to answer the email ticket, they see that same user already has another ticket (that came in via phone) about the same thing. We merge the 2 tickets together so there is only one instance of that user with that problem. -Jeff > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > shawn.beasley(a)dlh.de > Sent: Tuesday, November 15, 2005 3:07 AM > To: otrs(a)otrs.org > Subject: [otrs] Merge Function > > > > I was hoping, as was another poster in this list, that someone could > explain what the merge function does, and how to use it. I would > greatly appreciate all help in this area, and would like to know if > anyone has written any how-to's on OTRS. > > > > Vielen Dank, > > > > Shawn Beasley > > Support - IT > > > > Cargo Future Communications GmbH > > Geb. 1335 > > 55483 Hahn-Flughafen > > > > Tel. +49 6543 983 113 > > Fax +49 6543 983 119 > > Mobil: +49 151 12 12 8934 > > Email: shawn.beasley(a)dlh.de > > Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> > > > > > > > >

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Queue status OTRS_TICKET_STATE
by Maurice Tijhuis 17 Nov '05

17 Nov '05

When I add the text <OTRS_TICKET_STATE> to a response in Response Management function, the value is always displayed as "open" in the email received by the customer. When I answer a Ticket as an agent, OTRS generates the predefined e-mail for me and already includes the text "open" in the reply, after which I can change the Next Ticket State to Closed Successful, this will not be used in the reply however. How to solve this so the NEXT state is being displayed instead of the current state? I also have this with Notifications. When a ticket is moved from Queue 1 to Queue 2, the Move notification reply confirm that the new Queue is 1 instead of 2. Regards, Maurice.

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Re: X-Header: TicketKey & TicketValue
by Dimitri Lichtenberg 17 Nov '05

17 Nov '05

"Dimitri Lichtenberg" <dl(a)od2.com> schrieb im Newsbeitrag news:<dl2p3s$gdo$1(a)sea.gmane.org>... > Hi OTRS community, > > i'm searching for a possibility to implement my X-Headers (TicketKey & > TicketValue) into the answers. The idea is to generate a dynamic link inside > the answer, because i'm using the same answer for different queues. I have > managed to set up the Key & Value variable in the filter section and they > are also showing on the right side of the information section inside the que > view. But unfortunately i could not manage to implement them into the > answers. I tried it like this: <OTRS_TICKET_TicketValue1> > > Can somebody help me with this problem? > > Thanks a lot > Dimitri > Hi all, Is there really noboby on the list who could help me with the issue above? Has someone tried to create his own variables in the answers in order to generate dynamic links or something like this? Thanks for reply! Cheers Dimitri Lichtenberg

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AW: [otrs] OTRS Badly Requires a Forum, Does It Not??
by shawn.beasley＠dlh.de 17 Nov '05

17 Nov '05

Autoarchive and client rules help with email volume. I find this type of communication much better. I am impressed with the otrs community, and hope that we stay with this type of communication. Posting in a forum would also do the job, but then I have to check the posts and subscribe to every thread. Here I just get everything and my posts are directly included with out having to log into the internet. Besides that, with our Load Balancing configuration for our two SDSL lines I have the problem on forums with logging in when my IP can be different with every page refesh. Then I lose my connection to the board. Vielen Dank, Shawn Beasley Support - IT Email: shawn.beasley(a)dlh.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von s taylor Gesendet: Donnerstag, 17. November 2005 08:28 An: otrs(a)otrs.org Betreff: RE: [otrs] OTRS Badly Requires a Forum, Does It Not?? There'd be less E-mails in the Inbox. We'd be able to subscribe to selected topics. Only 1 E-mail would be sent for a thread until you visit the thread again... Just a thought... :) _______________________________________________ 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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AW: [otrs] Preestablish datababase connections---HOWTO??
by shawn.beasley＠dlh.de 17 Nov '05

17 Nov '05

Yeah, This may be true too. Since I am relatively new to the MySql theme, this was the easiest way for me. I like the ease of use with WebMIN but it really only makes sense when you have a linux box. Best Wishes, Shawn Beasley Support - IT Email: shawn.beasley(a)dlh.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Pim Rupert (Lemonbit) Gesendet: Mittwoch, 16. November 2005 19:15 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Preestablish datababase connections---HOWTO?? Hi Shawn, > Try webmin for database permissions is that the best way. But I am > not sure what the actual question is. Why do you think Karteek needs to install Webmin? If he needs to setup a MySQL database he can use the MySQL CLI or (e.g.) PhpMyAdmin. -- kind regards Pim Rupert Lemonbit Internet

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Re: [otrs] Stop Timer after Close
by christian.verdun＠cfi-pac.com 16 Nov '05

16 Nov '05

Thank you Markus for your reply, I was hoping for a method of having the time stop when the ticket is closed, my ticket timers work fine but they continue even after they are closed and when I search for old tickets they seem to still be counting away. Thanks again for your response. Christian > Hello Christian, > I don't think it's a question of configuration. It just seems to be a > comparison of the time the ticket was created and now. > I guess the following sql-statement is a beginning of what you're > looking for: > SELECT `ticket_id`, min(`create_time`) as begin, max(`create_time`) as > end, > sec_to_time(unix_timestamp(max(`create_time`))-unix_timestamp(min(`create_time`))) > as duration FROM `article` group by `ticket_id` > > It shows you the duration of every ticket in hours. > > Hth > Markus Nagel > > christian.verdun(a)cfi-pac.com schrieb: > > Is there any way to change configuration so the timer stops after the > > ticket is closed so I can keep track of how long on average it took for a > > ticket to be > > addressed? > > > > _______________________________________________ > > 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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Stop Timer after Close
by christian.verdun＠cfi-pac.com 16 Nov '05

16 Nov '05

Is there any way to change configuration so the timer stops after the ticket is closed so I can keep track of how long on average it took for a ticket to be addressed?

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