January 2006 - otrs - OTRS mailing lists

RE: [otrs] Reporting
by Jason Loven 17 Jan '06

17 Jan '06

I must have a missing module then. Mine read (left to right) Logout, Queue View, Phone-Ticket, Email-Ticket, Search, Preferences, Customer, Bulk-Action.... :-\. -----Original Message----- From: Nils Breunese (Lemonbit Internet) [mailto:nils@lemonbit.nl] Sent: Tuesday, January 17, 2006 4:59 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Reporting Jason Loven wrote: > I'm running OTRS 2.0.4 on a FreeBSD box. Things are working basically > fine except I had thought there were supposed to be reports available. > Am I just missing something? I don't see any options to generate > reports of any sort. Or to graph statistics? I don't see any options > for that either. Sixth button from the left is statistics for me. Nils. _______________________________________________ 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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Reporting
by Jason Loven 17 Jan '06

17 Jan '06

I'm running OTRS 2.0.4 on a FreeBSD box. Things are working basically fine except I had thought there were supposed to be reports available. Am I just missing something? I don't see any options to generate reports of any sort. Or to graph statistics? I don't see any options for that either. -Jason

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Ticket ownership expiration/escalation question.
by Thought Fix 17 Jan '06

17 Jan '06

I've searched but I think I may be looking in the wrong place. Basically I want tickets that sit in an agent's queue for over 1 hour to "expire" back into the queue. If they sit in the queue more than 1 hour they get transferred to an "escalation" queue and the escalation staff is notified. Example: Lisa Agent contacts Customer Bob and creates a new ticket. Customer Bob replies six hours later. The ticket goes into Lisa Agent's queue. Lisa Agent is home asleep, so after an hour the ticket returns to the HelpDesk queue. HelpDesk graveyard shift fell asleep again, so an hour later the ticket gets forwarded to Helpdesk Escalated queue. My pager goes off, I run to the NOC and yell at people. Well the last part is not part of OTRS but it's what would happen. Help? ---Dan

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2.0.4 No Escalation after DBUpdate?
by Kaiser Dr., Thomas (LfStaD) 17 Jan '06

17 Jan '06

Hi, We are doing an update from 1.3.2 to 2.0.4 and noticed on the test-system with the old DB, that old open tickets are no longer escalating. Is this intended to work so, or have we done some mistakes? Regards Thomas

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What is link tickets?
by KartheeK 17 Jan '06

17 Jan '06

Hello Everybody, I cant understand what is linking two tickets useful? what happens if we are linking two tickets? Regards KartheeK --------------------------------- Yahoo! India Matrimony: Find your partner online. Go to http://yahoo.shaadi.com

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Escalation Behaviour Changed ?
by Franz Ferdinand Esberger 17 Jan '06

17 Jan '06

Hello everybody, As of OTRS 2.0.4 something in the Escalation Behaviour changed, in v.1.3.x the Field <otrs_db>.ticket.ticket_answered was set to 1 if a ticket was answered. If a ticket reached the EscalationTime it escalated only if the mentioned value was not 1. In my actual Installation it happens that when an Agents answers a Ticket, no changes are made to <otrs_db>.ticket.ticket_answered. Even if i UPDATE this Field to 1 manually the ticket is going to escalate. Can anybody reproduce this or am i having problems with my particular installation ? If this new behaviour is a "Feature", not a Bug, does anybody know how i can get OTRS to not escalate answered tickets ? Any help would be appreciated. best regards franz f.

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Problem with email subject
by Torgeir Vidnes 17 Jan '06

17 Jan '06

Hi When I create a new Email-Ticket in OTRS by clicking on the Email-Ticket icon on the menu, there is an extra "Re:" in the subject line, like this: Re: [Ticket#2005121310000194] Subject here This is a new email, and not a reply email, so I don't want the "Re:". Why is it there, and how can this be removed? Torgeir

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Database modification
by ibrahim ALIZ 17 Jan '06

17 Jan '06

Hi All, Is it possible to connect and then modify OTRS database via JDBC, If it is what are the config. parameters? Best Regards, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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windows install behind a router
by mykey lynx 16 Jan '06

16 Jan '06

I have successfully installed otrs, but unable to connect from another computer. i am useing a dynamic dns client on windows xp. The address im trying to hit is http://www.somedomain.com/otrs/login.pl is this correct? if it is then it must be ports what ports do i have to open in order to make otrs work? Thanks : )

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Error: Need LockID!
by Richard Hinkamp - BeSite 16 Jan '06

16 Jan '06

Hi, In my log I get this line: [Mon Jan 16 19:24:05 2006][Error][Kernel::System::Ticket::LockSet][2555] Need LockID! What does it mean and why does it occur? Kind regards, Richard Hinkamp

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