March 2006 - otrs - OTRS mailing lists

Inventory / Asset module with agent
by prashant N 20 Mar '06

20 Mar '06

Hi, its a great work to build up a world class tts system. i would like to know does otrs have an inventory / asset module against which users can raise their tickets. if this module exists, does this has a agent which will fetch information from clients windows, linux (fedora, debian) ? THANKS REGARDS PRASHANT .N.

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notifications for unlocked tickets
by Christian Lox 20 Mar '06

20 Mar '06

Hi! Is it possible to send notifications for unlocked tickets not just to the owner of that ticket, but to all subscribers of that specific queue? If yes, how? :) Thanks, Christian -- you don't need eyes to see you need visions.

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AW: [otrs] Tickets Average open time
by Matthias Wegner 20 Mar '06

20 Mar '06

Hi Richard, the best source for timing Statistics is the ticket_history. The following SQL gets you some basic Informations about Start, end Events SELECT th.ticket_id,tht.name, th.create_time, tst.name FROM ticket_history th JOIN ticket_history_type tht ON (th.history_type_id = tht.id) JOIN ticket_state ts on (ts.id=th.state_id) JOIN ticket_state_type tst on (tst.id=ts.type_id) WHERE tht.name IN ( 'NewTicket', 'StateUpdate') order by th.ticketl_id, th.create_time My close time for a Ticket is the create_time of the last "StateUpdate" Event with a tst.name='closed' or tst.name='close_pending'. Greetings Matthias Wegner

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Working Hours
by shawn.beasley＠dlh.de 20 Mar '06

20 Mar '06

Hello all, I hope you are having a quite Monday morning. I was hoping someone could tell me how to set minute increments for working hours. Our working hours do not always start and end at the full hour, it would be nice if I could set these to 15 minute increments. I would really appreciate the help. Thanks to all for a great project and a super mailer. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

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AW: [otrs] Auto Responses
by shawn.beasley＠dlh.de 18 Mar '06

18 Mar '06

Check this article out. http://lists.otrs.org/pipermail/otrs-de/2006-February/005638.html Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 13:38 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses The problem is with autoresponder for new tickets. We want the user to be sent a mail automatically from the OTRS system when a new ticket is created. It's not working. Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 8:25 PM To: otrs(a)otrs.org Subject: AW: [otrs] Auto Responses Are you taking about the default reply, another autoresponder, or all? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 13:22 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses I have done all the of these. The system is running very well but the autoresponder does not work. Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 8:16 PM To: otrs(a)otrs.org Subject: AW: [otrs] Auto Responses What have you configured, exactly? POP Master POP3 Account must be entered to receive emails Mail account for the system must be configured to send mail Queue must be programmed to send the autoresponse. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 12:27 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses Hello all, Even I'm experiencing the same problem. I have configured the auto response for new tickets but it's not working. Please help. Thanks, Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 7:01 PM To: otrs(a)otrs.org Subject: [otrs] Auto Responses Hi all, When and how can I use the default closed -> new ticket auto response? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

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AW: [otrs] Auto Responses
by shawn.beasley＠dlh.de 18 Mar '06

18 Mar '06

We have to do this one step at a time. Is the ticket created, when yes in which queue.-> Then in this queue the auto response must be set to send the desired response -> MAIL CHECK - CAN OTRS SEND MAIL - THIS IS A MUST TO KNOW A good test is to try to create an email ticket manually in the admin console. This will prove that the OTRS system can send mails at all Or You can select to forward a portion of a ticket to someone per email. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 13:38 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses The problem is with autoresponder for new tickets. We want the user to be sent a mail automatically from the OTRS system when a new ticket is created. It's not working. Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 8:25 PM To: otrs(a)otrs.org Subject: AW: [otrs] Auto Responses Are you taking about the default reply, another autoresponder, or all? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 13:22 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses I have done all the of these. The system is running very well but the autoresponder does not work. Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 8:16 PM To: otrs(a)otrs.org Subject: AW: [otrs] Auto Responses What have you configured, exactly? POP Master POP3 Account must be entered to receive emails Mail account for the system must be configured to send mail Queue must be programmed to send the autoresponse. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 12:27 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses Hello all, Even I'm experiencing the same problem. I have configured the auto response for new tickets but it's not working. Please help. Thanks, Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 7:01 PM To: otrs(a)otrs.org Subject: [otrs] Auto Responses Hi all, When and how can I use the default closed -> new ticket auto response? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

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FreeText fields
by Davis, Gary H 17 Mar '06

17 Mar '06

I have tried to find a way to display the freetext fields in the default search utilities for OTRS with no success. Does anyone know how to generate a search that would include them? Even if I have to use MYSQL commands. We have identified sub queues based on the freetext fields and now can't report on any of these values. Thanks in advance.... Gary Davis GM SDC / PSIC Lab Manager

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AW: [otrs] Auto Responses
by shawn.beasley＠dlh.de 17 Mar '06

17 Mar '06

Do I have to bounce the ticket to generate this default closed -> new ticket response? Vielen Dank, Shawn Beasley Support - IT LPIC-1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von shawn.beasley(a)dlh.de Gesendet: Freitag, 17. März 2006 13:05 An: otrs(a)otrs.org Betreff: AW: [otrs] Auto Responses Hey Alex, I have been testing the email for 2 days straight now, and I think my thought process is a little fuzzy. Ticket is opened per email Ticket is closed by the agent Follow up is sent by the customer ------------------- now it gets tricky. ------------------- The ticket, even though it is closed opens up again. <* deny the follow-up <* reopen the ticket <* leave it closed but open a new ticket (I don't know whether the two <tickets are automatically linked together) The only logical thing I can figure out is that the ticket number has to be in the subject. What do you do to accomplish the steps that you described? Vielen Dank, Shawn Beasley Support - IT LPIC-1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler Gesendet: Freitag, 17. März 2006 12:20 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Auto Responses Hi, this response will be sent when a new ticket is created as result of an follow-up of a closed ticket. You can decide within the queue-settings what reaction is done after an follow-up retrieval of an closed ticket: * deny the follow-up * reopen the ticket * leave it closed but open a new ticket (I don't know whether the two tickets are automatically linked together) Bye, Alex shawn.beasley(a)dlh.de schrieb: > Hi all, > > > > When and how can I use the default closed -> new ticket auto response? > > > > /*/Vielen Dank,/*/ > > /*/ /*/ > > /*/Shawn Beasley/*/ > > Support - IT > > LPID LPI000077664 > > VERIFICATION NUMBER 3vk4xshbx6 > > > > LPIC - 1 <http://www.lpi.org/> > > > > Tel. +49 6543 983 113 > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ _______________________________________________ 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/ _______________________________________________ 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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AW: [otrs] Auto Responses
by shawn.beasley＠dlh.de 17 Mar '06

17 Mar '06

Are you taking about the default reply, another autoresponder, or all? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 13:22 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses I have done all the of these. The system is running very well but the autoresponder does not work. Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 8:16 PM To: otrs(a)otrs.org Subject: AW: [otrs] Auto Responses What have you configured, exactly? POP Master POP3 Account must be entered to receive emails Mail account for the system must be configured to send mail Queue must be programmed to send the autoresponse. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 12:27 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses Hello all, Even I'm experiencing the same problem. I have configured the auto response for new tickets but it's not working. Please help. Thanks, Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 7:01 PM To: otrs(a)otrs.org Subject: [otrs] Auto Responses Hi all, When and how can I use the default closed -> new ticket auto response? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

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WG: [Ticket#20060031710000094] [Ticket#20060031 [...]
by shawn.beasley＠dlh.de 17 Mar '06

17 Mar '06

This is an example of an email to the customer when a follow-up on a closed is sent to my system. Notice the Subject line. And now the ticket is open again in my queue. Vielen Dank, Shawn Beasley Support - IT LPIC-1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: DO NOT REPLY - OTRS System [mailto:do-not-reply@weareyourvoice.com] Gesendet: Freitag, 17. März 2006 13:12 An: BEASLEY, SHAWN Betreff: Re: [Ticket#20060031710000094] [Ticket#20060031 [...] Thanks for your follow up e-mail You wrote: > > Why is this closed? > > > Vielen Dank, > Your e-mail will be answered by a human asap. Have fun with OTRS! Your OTRS Team

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