March 2006 - otrs - OTRS mailing lists

Work units
by Jennifer Valdez 09 Mar '06

09 Mar '06

Work units can be specified by going to "SysConfig" in the admin area. You can search for "work units" and it will take you to "Config Options: Ticket -> Frontend::Agent". >From there, find "Frontend::Agent Ticket::Frontend::TimeUnits:" and change "work units" to the time that you would like. I set mine to hours. Good Luck! Jennifer Valdez

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Exchange autoresponder badmail problem
by Justin P. Smith 09 Mar '06

09 Mar '06

When using Exchange as my MTA, "new ticket created" autoresponses are categorized as badmail and deleted. When I use mercury as my MTA the mails send fine. Anyone else using exchange as the MTA that had this problem?

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RE: [otrs] Work units
by Patrik Forsberg 09 Mar '06

09 Mar '06

It is in the format you descide. Ether you tell your agents what it is or you change the text via Ticket::Frontend::TimeUnits > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Zaeem Arshad > Sent: Thursday, March 09, 2006 1:47 PM > To: otrs(a)otrs.org > Subject: [otrs] Work units > > aloha list, > > > Can any one explain what is the concept of work units? Are > they in hours > or what? is it possible to specify units ?? > > > regards > > -- > ZA > > _______________________________________________ > 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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Work units
by Zaeem Arshad 09 Mar '06

09 Mar '06

aloha list, Can any one explain what is the concept of work units? Are they in hours or what? is it possible to specify units ?? regards -- ZA

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OTRS on Mandriva 2006 :: @INC Error
by KartheeK 09 Mar '06

09 Mar '06

Hello All, I am in the process of installing OTRS(.tar.gz) on a Mandriva 2006. When I issue the command "perl -cw /opt/otrs/bin/PostMasterPOP3.pl, I get the following error: =========================================================== Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.7/i386-linux /usr/lib/perl5/5.8.7 /usr/lib/perl5/site_perl/5.8.7/i386-linux /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.7/i386-linux /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.6/i386-linux /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl .) at /opt/otrs/bin/PostMasterPOP3.pl line 36. BEGIN failed--compilation aborted at /opt/otrs/bin/PostMasterPOP3.pl line 36. ========================================================= I belive i should do something to the perl configuration or something... Can any body help me resolve this? Warm Regards, KartheeK --------------------------------- Jiyo cricket on Yahoo! India cricket Yahoo! Messenger Mobile Stay in touch with your buddies all the time.

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Integration with OTRS.
by Косов Евгений 09 Mar '06

09 Mar '06

Good day! First of all sorry if this list isn't the correct place for such a question. I'm have to write som kind of web-interface for users to pass requests to OTRS and see results of request processing. First (passing requests to OTRS) can be done simple by sending an e-mail message as far as I know, but how can I get ticket status? Or may be I can define some kind of callback, that will be called every time ticket is processed? I looked through OTRS documentation (may be not so attentively as I should) and had no luck.. :/ Any links, comments etc. will be highly appreciated. Thanks in advance. -- Regards, Eugene Kosov.

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AW: Re[2]: [otrs] Feature-Requests for 'OTRS goes ITIL'
by Thorsten.Dannhausen＠Bertelsmann.de 09 Mar '06

09 Mar '06

Hi Duarte, to bad you didn't mention your OTRS version. I think since version 2.0 it's possible to implement a workflow in otrs. You can use Ticket-ACL to archive this. Take a closer look at OTRS-Faq: 420068 It's a pretty good explanation of this feature. Regards Thorsten _____ Von: BALAN, Daniel [mailto:dbalan@bitdefender.com] Gesendet: Donnerstag, 9. März 2006 08:19 An: User questions and discussions about OTRS.org Betreff: Re[2]: [otrs] Feature-Requests for 'OTRS goes ITIL' Hello Duarte, A nice overview of your system, from where we also can inspire in order to improve ours. I have to tell you that I also use drop down menus for free field texts and also I really need a work flow system ( What I can't get: 5). I think there is a solution for your: ( What I can't get: 4): For any queue you can set: Escalation time (minutes): If any of the tickets will exceed the time limit (no reply from the technicians) the technicians will be forced to see and work only on that ticket(s). Take a closer look in there and see if it is what you are looking for. Enjoy, Daniel Wednesday, March 8, 2006, 6:40:44 PM, you wrote: Duarte> I want to give my input to the OTRS developers. Duarte> We have a 10000 customer base, 200 distinct locations Duarte> (buildings), 150 system users (technical staff), a front Duarte> office (5 members), interact with 5 different companies that use our OTRS installation. Duarte> A little background about our users: 90% don't know English Duarte> or the distinction between a hard drive space and memory Duarte> space. They don't understand what a 1 Mega Email is, or that Duarte> their quota on the server is only of 30M. Duarte> We've been in a centralization, merging process, but still Duarte> have around 90 different domains, etc... Duarte> 90% of our tickets arrive by phone. Duarte> We receive around 3000 calls per month, with a average of 1000 new tickets per month. Duarte> We're in the public sector, so there are lots of work that Duarte> needs to have written approvals from directors, etc. Duarte> What I "added" to otrs and what I can't add: Duarte> Queues: based on major subjects, corporate applications, Duarte> Maintenance, PC/Printers support, Phones. Inside each of there Duarte> are several subqueues, and sub sub queues. Duarte> We've worked primarily on the key/value pairs, adding the following drop down options: Duarte> - Generic classification:Incident, Problem, Provisioning, change, etc Duarte> - Solved by: Front Office, Front Office + BackOffice, Duarte> Backoffice, Reporting, External Companny Duarte> - Received by: Phone, Fax, Email, paper, Intranet, Cad Portal, and so on Duarte> - Specific Calssification: Application Autodesk, App SAP, Duarte> Active Directory Password, AD Permissions, Ad Profiles, AD Shares, AD Printers Duarte> - Number of objects (meaning the number of actions solved Duarte> in one ticket, for example one ticket that asks you to create Duarte> 5 new emails will have a 5 in this field. Duarte> What can I get with this: Duarte> 1) I can find out the ticket close rate of each involved Duarte> team (specially my team: the front office). Duarte> 2) I can script checks to see if a ticket that is open for 3 Duarte> days is a incident, a problem, etc, and act on it. Duarte> 3) The roles tab has come handy now, and its easy to add a Duarte> new user, or remove it from a specific queue. Users have Duarte> access to several queues, ranging from one or to, to 30 or more. Duarte> Duarte> What I can't get: Duarte> 1) Workflow... all the workflow is done in the heads of our Duarte> system users. You need to create a ticket with some user info, Duarte> send it to the team that creates email addresses; after that Duarte> is done, we send it to the AD team to create the respective Duarte> user; after that, we (or other team) configure the outlook Duarte> remotely (or locally in some places we don't have access). Duarte> All this rules are in our heads and sometimes we fail. Duarte> 2) Distinguish front office creating a ticket, and front Duarte> office working on a ticket. Its still difficult to find out. Duarte> Because when I create a phone ticket, my user "works" on the Duarte> ticket. I needed another user level... I think (for example, I Duarte> can't use escalation, because our frontend team needs to have Duarte> access RW to every queue, but some tickets can't be solved by Duarte> us, and if a ticket escalates and we can't solve it, just messes up with everyone). Duarte> 3) the customer front end is too complex (believe me) to be used by our customers. Duarte> 4) I need a way to pin point a ticket to a specific system Duarte> user (like a welcome page, instead of "my queues", where a Duarte> user sees "messages" like: take a better look to this ticket) Duarte> 5) Also, there is need to another type of workflows: Duarte> escalation workflows... for some critical processes. Contact Duarte> person A, if it fails, Contact B, etc... after 15 min if Duarte> problem is not solved, Warn Director X, after 60minuts, warn Director Y... a timed workflow Duarte> Sorry if some of these needs are already solved in otrs, but I didn't found out how. Duarte> Don't get me wrong. OTRS is a good tool, and we use it for the last 3 years. Duarte> We're planning to change to a NNM solution but I think OTRS Duarte> is in the correct path. Talking about customer users, I don't Duarte> know where the developers are aiming to, but if they intend to Duarte> have a large audience, think that we can't tell users that Duarte> they need to choose a email, a queue, or something different Duarte> than <mailto:helpdesk@yourcompanny.com> helpdesk(a)yourcompanny.com to get their request going. Duarte> Hope it helps guiding the otrs future. Duarte> Duarte Cordeiro Duarte> _______________________________________________ Duarte> OTRS mailing list: otrs - Webpage: <http://otrs.org/> http://otrs.org/ Duarte> Archive: <http://lists.otrs.org/pipermail/otrs> http://lists.otrs.org/pipermail/otrs Duarte> To unsubscribe: <http://lists.otrs.org/cgi-bin/listinfo/otrs> http://lists.otrs.org/cgi-bin/listinfo/otrs Duarte> Support oder Consulting für Ihr OTRS System? Duarte> <http://www.otrs.de/> http://www.otrs.de/

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Feature-Requests for "OTRS goes ITIL"
by Alexander Scholler 09 Mar '06

09 Mar '06

Hi all, I was very appreciated to read on the otrs.org-Website that "OTRS goes ITIL", meaning that OTRS aspires to reach an ITIL-certificate - whatever this means...? I think that the current OTRS-implementation lacks the distinction of incoming requests. Is it a * incident * service-request, especially - change request - request for information or education (* problem) (We currently bypass this missing feature by using priorities like 1 - request for info, 2 - rfc/low, 3 - rfc/high, 4 - incident/low, 5 - incident/normal. 6 - incident/high) Another weak point is the consideration/integration of SLA on ticket-work. Perhaps my posting helps efforts of the otrs-developers by initiating a discussion of this topic. Bye, Alex

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Notifications
by Jennifer Valdez 09 Mar '06

09 Mar '06

This problem has become somewhat urgent. When the system sends an email to the customer, the sender and reply-to address is the queue and queue email address respectively. However, when a notification is sent to an agent, the sender and the reply-to is set in Config Options: Framework -> Core NotificationSenderName and NotificationSenderEmail. I have tried setting this to the variable <OTRS_TICKET_Queue> with no luck. I would like to have notifications sent from the appropriate queue instead of from one single address. Is this possible? To illustrate: I have a queue called "SysAdmin" with an email of "help.sysad.example(a)example.com". Can the notifications be from "SysAdmin <help.sysad.example(a)example.com>" instead of "OTRS Notification Master <otrs(a)example.com>" ??? If anyone has a solution, I would be glad to hear it. Thanks, Jennifer Valdez

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mysql schema disspeared?
by Buchner, Daniel 09 Mar '06

09 Mar '06

Weirdest thing ever. I am able to perform all operations except the ones which require the genericAgent.pl when i had a closer look I got the below. Question is - has anyone else come across this? I have not made any changes, nor has anyone else. Don't really know who or what would have removed the schema...odd. otrs@morphix:/opt/otrs$ $HOME/bin/GenericAgent.pl -c db DBD::mysql::st execute failed: Can't open file: 'generic_agent_jobs.MYI'. (errno: 145) at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. mask=[Error][Kernel::System::GenericAgent::JobList][Line:638]: Can't open file: 'generic_agent_jobs.MYI'. (errno: 145), SQL: 'SELECT job_name FROM generic_agent_jobs' ERROR: OTRS-GenericAgent-10 Perl: 5.8.4 OS: linux Time: Thu Mar 9 16:38:32 2006 Message: Can't open file: 'generic_agent_jobs.MYI'. (errno: 145), SQL: 'SELECT job_name FROM generic_agent_jobs' Traceback (7840): Module: Kernel::System::GenericAgent::JobList (v1.11 ) Line: 638 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 131 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. arg=otrs@morphix:/opt/otrs$ Daniel Buchner BigPond Operations Desk: +61 2 8255 0618 Mobile:+61 428 225 476 Email: daniel.buchner(a)team.telsra.com The information transmitted in this document is intended only for the person or entity to whom it is addressed. It may contain confidential or privileged material. Any review, retransmission, dissemination or other use or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete all copies of the material.

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