April 2005 - otrs - OTRS mailing lists

Re: [otrs] Pending closed tickets
by Philippe Roth 25 Apr '05

25 Apr '05

Hello, Yes, the state is "Closed successful" But the system is still sending the reminder and the message is ""the ticket "1003092" has reached the reminder time!"" I tried to change the owner, but nothing changes. Is there a way to stop that? The problem is that an other ticket comes with the same error... Many thanks in advance, PHRoth >Date: Thu, 21 Apr 2005 11:06:28 +0200 >From: "Victor Rodriguez Cortes" <victor.rodriguez(a)valmesa.es> >Subject: Re: [otrs] Pending closed tickets >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <42678934.8378.F4C8C1B@localhost> >Content-Type: text/plain; charset=US-ASCII > > Hello, > > This should not happen, because if you close a ticket it's status is no longer >"pending reminder". I've just closed (succesfully) one ticket that was "pending >reminder", let's see if I receive any mail reminding me about it. The cron job has been >executed and I didn't received any more mail about that ticket! ;) > > In the search section, look for that ticket and be sure that the status is set to >"Closed". > > Bye! > > >On 20 Apr 2005 at 15:06, Philippe Roth wrote: > > Dear All, > > We are experiencing a problem with pending tickets which are now > closed : > > - Reminding emails are still sent to technicians after these tickets > are closed... > > How could we cancel this? > > Many thanks in advance, > Philippe Roth > --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---

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Software error
by Doug Hall 25 Apr '05

25 Apr '05

Can anyone tell me where to fix this please?? Software error: Got no ArticleID! at ../..//Kernel/Output/HTML/ArticleCheckPGP.pm line 32. ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept by MIMEsweeper for the presence of computer viruses. www.clearswift.com **********************************************************************

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CustomerHeader file
by Ashish 25 Apr '05

25 Apr '05

hi all, i have modified the CustomerHeader.dtl file and added the logo and the company name and it appears correctly. but when i login into customer panel through customer.pl, the settings of the first page disppears and again the LOGO is printed instead of dispalying the Logo and in Place of COMPANY NAME actual company name is not written and text COMPANY NAME is written. plz tell me where i am wrong or i have to include CustomerHeader.dtl file somewhere like $Include(CustomerHeader) in some files. -- Thanks, __________________________________ Ashish

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Error Messages
by Graeme Brough 25 Apr '05

25 Apr '05

Hello, Running 1.3.2 under Solaris 9 and periodically getting the following error messages. [Error][Kernel::System::PostMaster::Filter::FilterDelete][Line:159]: Need Name! [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! The 'errors' do not seem to affect the functionality of OTRS. Has anyone experienced these error messages before you can offer advise on how to prevent them. Thanks in advance. Regards, Graeme ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

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Database Generic Agent does not run
by Will Mayall 25 Apr '05

25 Apr '05

This is my first time posting to the list and let me start by thanking the OTRS team. It's a terrific tool and your making it freely available is a great service. Now the question. I've been unable to get any database generic agents to run on a schedule. They do run manually. Does anyone have a list of things I should check to see why the database generic agents are not running? Thanks, Will Mayall

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Manageing queues
by Keith Redfield 25 Apr '05

25 Apr '05

Hi, This is almost certainly a FAQ but I can't figure it out...I expect I should be able to create a set of queues (found that), and then somehow assign different users/groups to different queues (where I'm stuck). I have the admin acct, etc I just can't figure it out in the gui. To put it simply, I want to assign user Alpha to queues Uno, Dos and Tres. Also can users manage assign, etc their own queues? TIA -Keith Redfield p.s just stumbled onto otrs a few days ago - you folks did an awesome job of capturing real-world requirements.

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RE: [otrs] training manual for agents. Anyone?
by Cainkar, Paul 24 Apr '05

24 Apr '05

When I implemented OTRS I first created a list of guidelines which more or less reflected a vague SOP of standard protocol that was compatible with our department, covering items such as what format to use, what information is necessary, and how to handle various situations. After this, I called everyone together for a one and a half hour training session. Between the procedures, training, and a few questions over the following week, the agents seem to have the knowledge necessary to handle the diverse requests and follow-ups that we use. However, in my case it was only necessary to train a staff of four with previous help desk experience at one point or another in their careers. Obviously, if you're training a staff other than traditional analytical computer techs with previous help desk experience or a greater quantity of agents, different procedures will be necessary. >From an agent's perspective, OTRS is actually very easy to use, especially if they're switching over from another similar system. Although I was the one who deployed the system, I was able to figure out the agent interface by more or less tinkering around for 30 minutes. The beauty in it for us was the web accessibility of the program. If it helps any, I found it easiest to go through about 30 or so previous requests, think out how we could use OTRS to document them, and create a list of training items based on different types of tickets and circumstances. Then in a computer lab environment, I reiterated the theory aspect and then had each agent handle a few sample tickets where they acted as the customer and agent for each other. By doing so, they knew what both the customer and the agent saw. Note to self: If you're using LDAP auth, make a separate account for them ahead of time, or it becomes quite confusing. You should also make an effort to develop a uniform and consistent manner in which to document help desk tickets, especially if you often pass help requests between agents, departments, or have an outside source that needs to review tickets. Since we often pass tickets mid-process between agents due to scheduling reasons, having people know what they need to include in their documentation, and in what format and circumstances to do so, makes the next persons life that much easier. I would share the "guide" I have Cyrille, but it would be of little use to you. It really covers how to handle situations unique to our environment and goes in very little detail on the actual usage of OTRS itself. If this is your desire, you can obtain some information in topic # 4 here: http://doc.otrs.org/1.3/en/html/ , however this documentation doesn't cover any theory is really quite mediocre compared to the excellent quality of documentation found in the server administration and installation sections. The only real "technical" documentation I ended up creating was your standard disaster recovery and installation deviation type stuff. However, all bets are off on this method if you use anything but Network Engineer or Help Desk type personnel with previous help desk software experience. Furthermore, training and documentation for Help Desk supervisors and administrators are obviously a different story due to the different tasks they perform, and one which wasn't necessary here. Good luck! If you need anything else, let me know. Paul Cainkar _____ From: Parent, Cyrille [mailto:Cyrille.Parent@ppcc.edu] Sent: Sunday, April 24, 2005 1:51 PM To: User questions and discussions about OTRS. Subject: [otrs] training manual for agents. Anyone? Has any one written or drafted a training manual or user-guide for agents? I am ready to move into production with otrs and need to train agents. Before I reinvent the wheel writing a guide, I was wondering if someone had one they're willing to share. Even if it is basic. I will of course share back with the community. Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

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training manual for agents. Anyone?
by Parent, Cyrille 24 Apr '05

24 Apr '05

Has any one written or drafted a training manual or user-guide for agents? I am ready to move into production with otrs and need to train agents. Before I reinvent the wheel writing a guide, I was wondering if someone had one they're willing to share. Even if it is basic. I will of course share back with the community. Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

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RE: [otrs] Manageing queues
by Peter van Beugen 24 Apr '05

24 Apr '05

Maybe this picture helps a little bit to get a view It is in Dutch, sorry ("wachtrij = "queue", "groep" = "group") Peter ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Keith Redfield Sent: zaterdag 23 april 2005 22:41 To: otrs(a)otrs.org Subject: [otrs] Manageing queues Hi, This is almost certainly a FAQ but I can't figure it out...I expect I should be able to create a set of queues (found that), and then somehow assign different users/groups to different queues (where I'm stuck). I have the admin acct, etc I just can't figure it out in the gui. To put it simply, I want to assign user Alpha to queues Uno, Dos and Tres. Also can users manage assign, etc their own queues? TIA -Keith Redfield p.s just stumbled onto otrs a few days ago - you folks did an awesome job of capturing real-world requirements.

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Invalid command 'Perlrequire',
by Xuma Hosting Solutions - Youri van den Berg 24 Apr '05

24 Apr '05

When i run apache i get the following error: Syntax error on line 10 of /etc/apache2/conf.d/otrs.conf: Invalid command 'Perlrequire', perhaps mis-spelled or defined by a module not included in the server configuration The FAQ said that I should look in yast for http server but there isn't a option called http server in my yast.

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