February 2006 - otrs - OTRS mailing lists

RE: [otrs] Stats for otrs 2.0.4[Scanned]
by Danie Theron 23 Feb '06

23 Feb '06

Hi Simone , I would be happy to help with translation. I am also quite interested in implementing this kind of statistics on my OTRS system as well :-) _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Simone Girlanda Sent: 23 February 2006 11:14 AM To: User questions and discussions about OTRS.org Subject: R: [otrs] Stats for otrs 2.0.4[Scanned] I did an StatusView implementation in order to obtain a dashboard/monitor of help desk activities (see image enclosed, sorry is in Italian). So I'm able to get: Open Tickets Age Distribution (Età dei Ticket Aperti): Number of tickets that are open for more of 3 days, 1 day, 8 hours, 4 hours, new tickets. Activity (Attività svolta): number of ticket opened or closed today, yestarday, this week, last week, this month, last month, this year, last year. Clicking on links (numbers of ticket) show you the list of corresponding tickets (es. list of all tickets that are open for more of 3 days). To obtain stats on closed tickets I first add closed date information (see my thread of 03/02/2006 [otrs] How to stop ticket AGE when ticket is closed http://lists.otrs.org/pipermail/otrs/2006-February/010204.html) I would like to add: Closed Tickets Age Distribution with selections (es. avg of tickets age of closed tickets of last 3 months on customer XXXXX). I can post these changes, but I need help to add translations (I inserted Italians tags in the source code). Is it possible to contribute to otrs development ? -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Per conto di Paul Rhein Inviato: mercoledì 22 febbraio 2006 12.02 A: otrs(a)otrs.org Oggetto: [otrs] Stats for otrs 2.0.4 Hi all, I developped some stats for OTRS 2.0.4. One for for freetext and one to display the ticket paths (i.e queues). I wonder where I should post them. cheers -p.

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R: [otrs] Stats for otrs 2.0.4
by Simone Girlanda 23 Feb '06

23 Feb '06

I did an StatusView implementation in order to obtain a dashboard/monitor of help desk activities (see image enclosed, sorry is in Italian). So I'm able to get: Open Tickets Age Distribution (Eta dei Ticket Aperti): Number of tickets that are open for more of 3 days, 1 day, 8 hours, 4 hours, new tickets. Activity (Attivita svolta): number of ticket opened or closed today, yestarday, this week, last week, this month, last month, this year, last year. Clicking on links (numbers of ticket) show you the list of corresponding tickets (es. list of all tickets that are open for more of 3 days). To obtain stats on closed tickets I first add closed date information (see my thread of 03/02/2006 [otrs] How to stop ticket AGE when ticket is closed http://lists.otrs.org/pipermail/otrs/2006-February/010204.html) I would like to add: Closed Tickets Age Distribution with selections (es. avg of tickets age of closed tickets of last 3 months on customer XXXXX). I can post these changes, but I need help to add translations (I inserted Italians tags in the source code). Is it possible to contribute to otrs development ? -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Per conto di Paul Rhein Inviato: mercoledi 22 febbraio 2006 12.02 A: otrs(a)otrs.org Oggetto: [otrs] Stats for otrs 2.0.4 Hi all, I developped some stats for OTRS 2.0.4. One for for freetext and one to display the ticket paths (i.e queues). I wonder where I should post them. cheers -p.

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RE: [otrs] Don't seem to have an otrs user
by Are Hoel 23 Feb '06

23 Feb '06

Hi Use sudo (as root): sudo -u otrs /path/to/sh /path/to/Cron.sh start otrs I added the sh because it could be lost when running sudo. Best regards Are Hoel Systems Administrator Telio AS - www.telio.no > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Gordon O'Brien > Sent: Thursday, February 23, 2006 2:03 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Don't seem to have an otrs user > > Thanks for the help Graeme. > > When I tried the adduser line I got 'user otrs exsts' so I > re-tried './Cron.sh start otrs'. > I then get: > 'Run this script just as OTRS user!' > > 'su otrs' does not switch to the otrs user, and also I cannot > log in with the otrs user as I do not know the password. > > Doesn't make any sense to me! > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Graeme Brough > Sent: 20 February 2006 08:27 > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Don't seem to have an otrs user > > Hi Gordon, > > You can still create your OTRS user now that you have installed OTRS. > > >From > http://doc.otrs.org/1.3/en/html/install-cli.html#INSTALL-CLI-INSTALL > > useradd -d /opt/otrs/ -c 'OTRS user' otrs > > usermod -G nogroup otrs (SuSE=nogroup, Red Hat=apache) > > Just make sure you re-run 'SetPermissions.sh'. > > HTH > > Graeme > > > > Gordon O'Brien wrote: > > NEWBIE to both OTRS and Linux!! > > > > > > > > I am trying to run the Cron.sh script but it says to run it > as the otrs > > user. > > > > I don't seem to have an otrs user on my Fedora 4 system. I > cannot use > > 'su otrs' > > > > > > > > I believe OTRS was installed whilst logged in as root. Should I have > > created an otrs user before installing? > > > > > > > > Thanks > > > > Gordon > > > > > > > > > > > -------------------------------------------------------------- > ---------- > > > > _______________________________________________ > > 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/ > > -- > ============================================================== > Graeme Brough rsc-uc(a)sun.com > Customer Account Management Support Team > > Internal: x(70) 73488 > Worldwide: +44 (0)1506 673488 > > Sun Remote Support Centre Linlithgow, UK > ============================================================== > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > ~~~~~~~~~~~ > > 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. > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > ~~~~~~~~~~~ > > _______________________________________________ > 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/ > > --- > Inbound email: This email has been scanned for all viruses by > MessageLabs (MSQ) > _______________________________________________ > 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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Subject size - text in body - adding initial TicketkeyFree
by Jerry Harrison 23 Feb '06

23 Feb '06

All, Tried all my resources before posting here. I performed a Google search on the archive at site:http://lists.otrs.org/pipermail/otrs/, done a windows grep on the install files, and tried various settings and other contortions to find out the following three things to no avail. 1. Is there a limit on the ticketsubjectsize no related to the settings under core:ticket? Even if I have mine set at 255 it still is truncating. 2. Related to this is displaying the total message in the body. I believe this is OTRS_CUSTOMER_EMAIL[ value] but I cannot figure out where this value is coming from. Strange thing is I thought I had seen this in an earlier search. 3. How would I add a TicketFreeText and TicketFreeKey on ticket creation? I tried to do this with the generic agent if the field was null, but I must have been missing on how to check for a empty field and could not get this to work. Really love the system and the ability to customize. Our organization had requirements for auto escalation and notifications that I have been able to perform via the genericagent. Nice to have a resource like this list to gain insight and save hours of work. The stats information that everyone is sharing has been terrific! Jerry Harrison

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RE: [otrs] Don't seem to have an otrs user
by Gordon O'Brien 23 Feb '06

23 Feb '06

Thanks for the help Graeme. When I tried the adduser line I got 'user otrs exsts' so I re-tried './Cron.sh start otrs'. I then get: 'Run this script just as OTRS user!' 'su otrs' does not switch to the otrs user, and also I cannot log in with the otrs user as I do not know the password. Doesn't make any sense to me! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Graeme Brough Sent: 20 February 2006 08:27 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Don't seem to have an otrs user Hi Gordon, You can still create your OTRS user now that you have installed OTRS. >From http://doc.otrs.org/1.3/en/html/install-cli.html#INSTALL-CLI-INSTALL useradd -d /opt/otrs/ -c 'OTRS user' otrs usermod -G nogroup otrs (SuSE=nogroup, Red Hat=apache) Just make sure you re-run 'SetPermissions.sh'. HTH Graeme Gordon O'Brien wrote: > NEWBIE to both OTRS and Linux!! > > > > I am trying to run the Cron.sh script but it says to run it as the otrs > user. > > I don't seem to have an otrs user on my Fedora 4 system. I cannot use > 'su otrs' > > > > I believe OTRS was installed whilst logged in as root. Should I have > created an otrs user before installing? > > > > Thanks > > Gordon > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ -- ============================================================== Graeme Brough rsc-uc(a)sun.com Customer Account Management Support Team Internal: x(70) 73488 Worldwide: +44 (0)1506 673488 Sun Remote Support Centre Linlithgow, UK ============================================================== ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ 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. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ _______________________________________________ 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/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ)

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RE: [otrs] Stats for otrs 2.0.4
by Davis, Gary H 22 Feb '06

22 Feb '06

Please do.. there appears to be a lot of people trying to find out how to develop different stats for different functions. Gary Davis SDC/PSIC Lab Manager ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Paul Rhein Sent: Wednesday, February 22, 2006 6:02 AM To: otrs(a)otrs.org Subject: [otrs] Stats for otrs 2.0.4 Hi all, I developped some stats for OTRS 2.0.4. One for for freetext and one to display the ticket paths (i.e queues). I wonder where I should post them. cheers -p.

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Migrating OTRS Admin-Area config settings
by Oliver Buckie 22 Feb '06

22 Feb '06

Dear All I have OTRS 2.0.4 installed on a Windows platform and configured many of the options within the Admin-Area. I would like to migrate these settings to a clean install on a Debian platform. For example: - Under "User & Groups & Roles" I would like 'Users' & 'Groups' - Under "Queues & Responses" I would like 'Queue' - Under "Misc" I would like 'PostMastewr POP3 Account' How best do I do this? I assume I just need to copy across several config files - I just don't know which ones. Many thanks for your support.

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Stats for otrs 2.0.4
by Paul Rhein 22 Feb '06

22 Feb '06

Hi all, I developped some stats for OTRS 2.0.4. One for for freetext and one to display the ticket paths (i.e queues). I wonder where I should post them. cheers -p.

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Can't use an undefined value as a HASH reference at Article.pm line 1004.
by O'Brien, Liam 22 Feb '06

22 Feb '06

Hi Guys Anytime I click the CustomerID on the AgentMailBox screen I get the following error message Software error: Can't use an undefined value as a HASH reference at /var/www/localhost/otrs-1.3.2/bin/cgi-bin/../../Kernel/System/Ticket/Art icle.pm line 1004. For help, please send mail to the webmaster (x.x(a)x.com) giving this error message and the time and date of the error. Any ideas what the problem is? In the Admin Area under System Log, I get Thu Feb 16 13:07:47 2006 error OTRS-CGI-10 Need ID or Name! Thu Feb 16 13:07:47 2006 error OTRS-CGI-10 Need ID or Name! Thu Feb 16 13:07:47 2006 error OTRS-CGI-10 Need Type od ID! Thu Feb 16 13:07:47 2006 error OTRS-CGI-10 Need Type or ID! Thu Feb 16 13:06:08 2006 error OTRS-CGI-10 Need ID or Name! Thu Feb 16 13:06:08 2006 error OTRS-CGI-10 Need ID or Name! Thu Feb 16 13:06:08 2006 error OTRS-CGI-10 Need Type od ID! Thu Feb 16 13:06:08 2006 error OTRS-CGI-10 Need Type or ID! I am using OTRS 1.3.2 Thanks for any help Liam

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Re: AW: [otrs] System / SysConfig error message
by Oliver Buckie 21 Feb '06

21 Feb '06

Silly question, but how do I know what my OTRS home dir is. This is a default Debian install. I believe it to be /usr/share/otrs 'coz that's where my Kernel and other sub-dirs are. I ran "./SetPermissions.sh /opt/otrs root www-data" and this has sorted my System, SysConfig problem out - I now have access. However, I still get permission problems with Misc, Package Manager... -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Breunese (Lemonbit Internet) Gesendet: Dienstag, 21. Februar 2006 15:21 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] System / SysConfig error message Oliver Buckie wrote: > I ran $OTRS_Home/bin/otrs.checkModules and XML::Parser was not > installed - everything else fine. So I installed "libxml-parser- perl > 2.34-4", re-ran otrs.checkModules and all OK. That should help, yes. > I get one step further now in System, SysConfig page.. However, as > with Misc, Package Manager - I get permisison problems: > > Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: > permission denied! > > In the "/usr/share/otrs/bin#" directory I ran "./.SetPermissions.sh > /usr/share/otrs root root" - but this has not helped. Any ideas what I > am doing wrong? Usage: SetPermissions.sh <OTRS_HOME> <OTRS_USER> <WEBSERVER_USER> [OTRS_GROUP] [WEB_GROUP] I don't know if /usr/share/otrs is your OTRS homedir, but that could be. However, otrs and apache should not be run as root and I hope you aren't running either as root (especially not apache, running apache as root is a major security no-no). On my machine I'd run: ./SetPermissions.sh /opt/otrs otrs apache But like I said, your config may be different. Nils Breunese. _______________________________________________ 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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