June 2005 - otrs - OTRS mailing lists

Re: [otrs] CSV Export
by Edgar Meij 29 Jun '05

29 Jun '05

On 6/24/05, Cogley, Rick <rick.cogley(a)esolia.co.jp> wrote: > Thanks Edgar, and it does indeed clarify. > > Since I am on the consulting side, I like your definition no matter the > language ;) - the diagram makes it clear. > > However, some customers might not accept that, so you might want to add in a > calculated / derived field for the elapsed time, should that be what the > client insists on. It really depends on how the contract is negotiated in > the end. People are picky about things like that, but we would probably show > both figures - time on our side, and total elapsed. Hmmm, I don't quite agree. Depends on the viewpoint I guess... If you send a reply to a customer, and that person is out for a coffee/holidays/whatever and replies again, say, a week later, you want that to count as elapsed time as well? That would make things easier to calculate though. > Will the standalone module be able to export to a csv file from the command > line, and if so, can I start testing early? I will feed back to you what I > find. It will be interesting to see if everything in utf-8 exports > correctly. Right now it has a web-based CGI frontend, but if you know the variables you want, you can indeed use the 'perl some_script.pl start_date=01-01-2005 end_date=31-1-2005' syntax. >Best Regards, >Rick Kind regards, Edgar 'An approximate answer to the right question is worth a great deal more than a precise answer to the wrong question'

1 0

Bcc problems
by Alex Povolotsky 29 Jun '05

29 Jun '05

Hello! I've set up $Self->{'SendmailBcc'}, and encountered two problems. First, I do not need to Bcc: EVERYTHING that OTRS sends; I need to Bcc only manually generated answers. Second, all mails sends twice. No mail loop or something; they have the same Received: path. Can anyone help me with it? -- Alex Povolotsky <tarkhil(a)webmail.sub.ru>

1 0

Customer Web Form - New Ticket Question
by West, Bradley G. 28 Jun '05

28 Jun '05

Is it possible make the Subject a drop-down with the choices I specify rather than a free form text box? I'd like to make the Subject a category or sub-categories for easier searching on a given topic later on. Thanks, Bradley G. West Network/Systems Engineer Spang & Company bwest(a)spang.com <mailto:bwest@spang.com>

1 0

Can't see tickets sent in a sub-queue
by MDauguet＠interforum.fr 28 Jun '05

28 Jun '05

Hi When I create a new ticket and that I send it in a sub-queue, I cannot visualize it in the interface agent whereas it works with a root-queue. I can just see in the QueueView that a ticket arrived in this queue. But when I open this queue, no ticket is visible. I checked out all the possible modules or options related to queues. Also groups and users settings look good. Can anyone give me a clue to solve this problem Regards Martin DAUGUET

2 1

doubled tickets
by viktorija 28 Jun '05

28 Jun '05

Hello, Firstly, thanks for this nice system! Your work is great. I have problem with tickets, i don't know how it happens, but it happens :) If someone writes email to support@, then sometime OTRS gets double this mail with different ticket ID. Where can be a problem? In logs i see: Mon Jun 27 14:30:04 2005 notice OTRS-PM3-10 New Ticket [2005062710000116] created (TicketID=158, ArticleID=327). Mon Jun 27 14:30:04 2005 notice OTRS-PM3-10 Fetched 1 email(s) from otrs(a)test.ru Mon Jun 27 14:30:04 2005 notice OTRS-PM3-10 New Ticket [2005062710000107] created (TicketID=157, ArticleID=326). Mon Jun 27 14:25:01 2005 notice OTRS-PM3-10 Fetched 1 email(s) from otrs(a)test.ru These tickets are the same! Thanks for your help! Viktorija

2 2

Report generator for OTRS?
by Braun Brelin 28 Jun '05

28 Jun '05

Hello, I'm looking for a good reporting tool for OTRS. Basically, I'd like to take ticket data from the otrs MYSQL database and present nice reports and/or graphs. Any ideas? Thanks, Braun Brelin

4 3

Certificate based authentication possible?
by Sven Wilhelm 27 Jun '05

27 Jun '05

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, is it possible to use authentication based on client certificates with otrs? My wish is to have services with single sign on at the end. Cheers Sven -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.5 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFCwEsYqgEefU2megoRAq32AJ4i1tnTPhYvZZRP8jPN5/TSC/9AbACfTtnw CHxvMB4XjOhh+MloCuQIQwY= =XMls -----END PGP SIGNATURE-----

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0