May 2006 - otrs - OTRS mailing lists

Help with Configurations
by James Yogo 18 May '06

18 May '06

Hello, I have just successfully installed otrs on a linux suse 9 server platform. Unfortunately, i am kind of defeated to configure it up for use(especially the mailing part)? Can any buddy help out with this? If you can help can i have your contacts eg phone no. or msn ? Regards, James Yogo

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Are there safeguards to prevent multiple customer signups?
by s taylor 18 May '06

18 May '06

Hello. Are there safeguards to prevent multiple customer signups via customer.pl? If so, how to enable them? I just want to set the system up so no one can 'play' with the system e.g. making several submissions with fake e-mails, etc.. Also, will new signups be re-sent if someone uses the 'refresh' button? Thanks.

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how do I get reports on my individual support agents?
by Mike 18 May '06

18 May '06

Hi, This is my first post to this list, as I am new to using OTRS. We’ve implemented the system and it’s working very well for us. The only issue is I have several customer support agents and I can’t figure out how to monitor their progress and actions. Most basically, I’d like to know things like: - How many tickets they took an action on on a particular day - How many ticket have open and locked - How many tickets they have closed There are a number of metrics that would be great to get in addition to these like: - Average length a ticket was open - Average, mean, shortest and longest time to respond to tickets - Etc. I’ve gone through what I think is every option in the administration options and cannot seem to find anything that could give me these reports. Can someone help me understand if I can have access to these types of reports and how I implement them? Thanks! Mike -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.392 / Virus Database: 268.6.0/341 - Release Date: 5/16/2006

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RE: [otrs] Crystal Reports
by Jason Loven 17 May '06

17 May '06

Thanks for the reply! I'll give it a whirl. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: support(a)cainetserv.net <mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/> ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Hathiramani Sent: Wednesday, May 17, 2006 11:51 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Crystal Reports works very well ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Loven Sent: 12 May 2006 16:57 To: User questions and discussions about OTRS.org Subject: [otrs] Crystal Reports Anyone using Crystal Reports with OTRS? I was thinking of taking a stab at it via MySQL ODBC but I'd like to hear if anyone knows if it's possible to do before I spend a lot of time on it. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: support(a)cainetserv.net <mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/> ________________________________ Winner 2006: Eden Brown are proud winners of the Employer category of the 2006 Age Positive Recruitment Excellence Awards, in recognition of our lasting commitment to promoting positive age diversity practices in recruitment and challenging ageist attitudes and stereotypes at the highest level. Eden Brown's Age Diversity "Embracing A New Age" Guide is now available online at www.edenbrown.com/agediversity <http://www.edenbrown.com/agediversity> www.edenbrown.com/awardwinning <http://www.edenbrown.com/awardwinning> for more information on our award winning success. The Eden Brown Tree Policy: Eden Brown feels strongly about using technology to reduce paper usage in order to help the environment. Please print only if essential. ________________________________ Attention: Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited.Please address any enquiries regarding this notice to:-helpdesk@edenbrown.com <mailto:-helpdesk@edenbrown.com> This e-mail message has been scanned and cleared by MailMarshal - www.marshalsoftware.com <http://www.marshalsoftware.com> ________________________________ This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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RE: [otrs] Crystal Reports
by David Hathiramani 17 May '06

17 May '06

works very well ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Loven Sent: 12 May 2006 16:57 To: User questions and discussions about OTRS.org Subject: [otrs] Crystal Reports Anyone using Crystal Reports with OTRS? I was thinking of taking a stab at it via MySQL ODBC but I'd like to hear if anyone knows if it's possible to do before I spend a lot of time on it. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: support(a)cainetserv.net <mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/> Winner 2006: Eden Brown are proud winners of the Employer category of the 2006 Age Positive Recruitment Excellence Awards, in recognition of our lasting commitment to promoting positive age diversity practices in recruitment and challenging ageist attitudes and stereotypes at the highest level. Eden Brown's Age Diversity �Embracing A New Age� Guide is now available online at http://www.edenbrown.com/agediversity http://www.edenbrown.com/awardwinning for more information on our award winning success. The Eden Brown Tree Policy: Eden Brown feels strongly about using technology to reduce paper usage in order to help the environment. Please print only if essential. ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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Required mores fields in Backen
by Carlos Luis Sánchez Bocanegra 17 May '06

17 May '06

Hi list!, Im began in otrs, i have one question relative to de Backend Database, I'm interested modyficate some fields in de customer_user (too fees fields :-() I try do it in Kernel/Config.m but then crash apache....same examples of Config.pm <http://config.pm/> all together....thx.

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notification for team leader
by Honza Rezab 17 May '06

17 May '06

Hello all. How can I make automatically notification for team leader when any ticket is timeover? Thanks Honza

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R: [otrs] Customer and Compay ticket
by 3Tech s.r.l. - Area Software 17 May '06

17 May '06

Where Can I access company tickets interface (if there is any)? ________________________________ Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di KartheeK Inviato: mercoledì 17 maggio 2006 8.10 A: User questions and discussions about OTRS.org Oggetto: Re: [otrs] Customer and Compay ticket In the "Com pany Tickets" you will see the tickets of all the peolple who have a common customer ID. If 5 people have customer ID100 then in the "Company Tickets" you willsee all the tickets of all the 5 people.... Hope That explains.... "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> wrote: Can someone please explain to me the difference between Customer and Company tickets Thanks Mamakwa _______________________________________________ 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/ ________________________________ Why was V. Sehwag warned by the BCCI? Share your knowledge on Yahoo! Answers India <http://us.rd.yahoo.com/mail/in/mailanswerssehwag/*http:/in.answers.yahoo.co…> Send instant messages to your online friends - NOW <http://us.rd.yahoo.com/mail/in/messengerbeta/*http:/messenger.yahoo.com/dow…>

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SV: [otrs] funny charectors
by Mikael Mattsson 17 May '06

17 May '06

If you have access to browse the database (through phpMyAdmin for instance), then you could find what charset is mostly used by viewing the the 'a_content_type' -field in the 'article' table. SQL query: SELECT `a_content_type` , `a_from` , `a_to` FROM `article` /Mikke > -----Ursprungligt meddelande----- > Från: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > För Mamakwa M. Sefiri > Skickat: den 17 maj 2006 10:38 > Till: User questions and discussions about OTRS.org > Ämne: RE: [otrs] funny charectors > > Is there other chatset that I can use besides 'iso-8859-1' > and 'utf-8'. I tried this two variables the both does not work > > > -----Original Message----- > From: Nils Breunese (Lemonbit Internet) [mailto:nils@lemonbit.nl] > Sent: 15 May 2006 01:02 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] funny charectors > > Mamakwa M. Sefiri wrote: > > > I am getting funny characters on the emails send to the system. > > > > > > > > I have put in $self ->{'DefaultChatset'}; in Config.pm, I thought > > the problem will be solved. > > It is DefaultCharset and you have to give the variable a value. I > have this set: > > $Self->{DefaultCharset} = 'iso-8859-1'; > > Instead of iso-8859-1 you can set the charset you need. > > 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/ > > _______________________________________________ > 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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Required mores fields in Backen
by Carlos Luis Sánchez Bocanegra 17 May '06

17 May '06

Hi list!, Im began in otrs, i have one question relative to de Backend Database, I'm interested modyficate some fields in de customer_user (too fees fields :-() I try do it in Kernel/Config.m but then crash apache....same examples of Config.pm all together....thx.

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