March 2005 - otrs - OTRS mailing lists

newbie question
by Jude Dowling 04 Mar '05

04 Mar '05

Hello all, Can anyone explain to me what is the difference between the pending close + and the pending close - ? Best Regards, Jude Dowling Systems Administrator Domain Bank, Inc. Ph: 1.610.317.9606 Fax: 1.610.317.9570 Web: http://www.domainbank.com

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External notification on new tiket/followup (SMS, Pager etc)
by James Sleeman 04 Mar '05

04 Mar '05

Hi all, some time ago I asked about a way of having an SMS sent on a new ticket under various circumstances. I solved that particular problem in the end in a very hacky way, by having a generic agent call an extenal script which grabs the ticket article from the database, munges the text a bit (removes most vowels, txtizes words You => U, etc) and sends it through clickatell to my phone. Works fine (even if it is such a kludge), EXCEPT, it doesn't work for followups. More specifically there is no way of triggering a genericagent based on criteria of a followup (age primarily is what I'm concerned with). Surely somebody must have faced this same problem. Here is what I need ideally. New ticket comes in to a certain queue. An hour later if it hasn't been locked my generic agent gets called (this is what I have now, in the kludgy way). New followup comes in to a certain queue. An hour later if the ticket isn't locked (I'll have tickets auto-unlock periodically) my generic agent gets called. Can anybody shed some light on how I might go about this? OTRS is the best (open source) ticket system I've found and it really works very well, just this one area of external notifications to SMS, or Pagers is lacking. -- James Sleeman, Gogo Internet Services Website : http://www.gogo.co.nz/ International PH: +64 21 464 029 Freephone in NZ : 0800 021 029 Free Page (SMS) : http://code.gogo.co.nz/contact/sms.html AIM : gogocode Skype : gogocode If I'm not online in AIM or Skype, please email, I probably forgot to turn them back on after rebooting.

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RE: [otrs] Unlock Timing out
by Jack Doyle 04 Mar '05

04 Mar '05

It's in minutes, not hours. So if you set it to 5, that would be 5 minutes. The reason, I think, for it timing out is so that if you have a ticket locked and you go on vacation or something, it won't sit there waiting till you get back. It will unlock it so that someone else can work it. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Chaden Hite [mailto:chadenhite@gmail.com] Sent: Thursday, March 03, 2005 6:45 PM To: otrs(a)otrs.org Subject: [otrs] Unlock Timing out What is the reason for the Unlock Time out in OTRS? I have created a Queue called Projects and there are 3 subqueues under this. In one of the subqueue's of Projects a person will take posesion of the ticket but then about an hour later if you look in the history root@localhost has unlocked it back to the main Queue. the Unlock timeout is set to 5, I am assuming that if it is not worked on in 5 hours that the system takes over and unlocks the ticket.... is there any reason Not to set it to 0 to default it to no unlock, so that root will not unlock the ticket? if anyone has seen this please let me know thanks _______________________________________________ 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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Tickets not displaying in queview
by Rudi Kramer 04 Mar '05

04 Mar '05

Good Morning Ok, we've narrowed the problem down to Tickets with a ticket_state_id=0 (new)not being displayed in the que or by searching for open tickets. If we use phpmyadmin and change all the ticket_state_id=4 (Open) then the tickets are displayed in the que? We have setup a cronjob which does this but it is only a temporary fix, does anyone know where would start looking for the problem in OTRS? Thanks Rudi

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ticket sharing
by Alex 04 Mar '05

04 Mar '05

Hello otrs, How is possible to share tickets in one query between two and more agents? I want to give access to all correspondences there, so every agent will see all incoming tickets and answers. Thanks in advance. -- Best regards, Alex

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Tickets not displaying in queview
by Rudi Kramer 04 Mar '05

04 Mar '05

Good Morning We had some problems with OTRS 1.3.2 and we decided to roll back to a version which we backed up a few days earlier. We restored the entire folder and also the database, and kept the old information in a different folder. It looked as if everything was working but then today, I can send emails to OTRS, I receive a notfication and I can view the message when I click on the link but when I check the queue view I cannot see any emails. I've checked that I am subsribed to the correct queue and also that I have the correct permissions to view the queue but still no emails in the main queueview window. We tried to re-install OTRS but still with no luck, any ideas? Rudi P.s Is there anyone in South Africa doing commercial support for OTRS?

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Freature request
by Hans du Plooy 04 Mar '05

04 Mar '05

Hi guys, I just realised OTRS won't allow me to add two clients with the same e-mail address. One of our clients is an IT solutions company that outsorces their support to us. I would make sense to me to have their support manager's e-mail address for all their clients. Just thought I'd mention it. Great product! -- Kind regards Hans du Plooy Newington Consulting Services hansdp at newingtoncs dot co dot za

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Unlock Timing out
by Chaden Hite 04 Mar '05

04 Mar '05

What is the reason for the Unlock Time out in OTRS? I have created a Queue called Projects and there are 3 subqueues under this. In one of the subqueue's of Projects a person will take posesion of the ticket but then about an hour later if you look in the history root@localhost has unlocked it back to the main Queue. the Unlock timeout is set to 5, I am assuming that if it is not worked on in 5 hours that the system takes over and unlocks the ticket.... is there any reason Not to set it to 0 to default it to no unlock, so that root will not unlock the ticket? if anyone has seen this please let me know thanks

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custom forward in GenericAgent.pm
by Jeff Griffiths 04 Mar '05

04 Mar '05

I want to have GenericAgent somehow automatically blind-forward new tickets in a specific queue to a mailing list. My intial temptation was just to run a CMD in GA which would then query MySQL and format the email, but this seems kludgy. Is there some nicer way to do this in OTRS using a module call? cheers, JeffG

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Maybe a bug...
by Jack Doyle 03 Mar '05

03 Mar '05

I'm doing a ticket search and I get 672 results (17 pages of results with 40 results/page). I basically get the page links for pages 1-15 followed by the >> and >| links. However, clicking the >> link takes me to results 640-672 (the last of the results) but page 16 is the one bolded, which it should be since I used the >>, but it should be showing me results 601-640, which it does if I click on the 16. Does this make sense? If I click the >> it takes me to the END of the results, but still "highlights" the first page in the second set of pages. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

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