July 2006 - otrs - OTRS mailing lists

Customer Ticket(My Tickets)
by Mamakwa M. Sefiri 17 Jul '06

17 Jul '06

Good day I realized this morning that customer can't see their logged tickets on My Tickets. I can see all the tickets that I have logged when I have logged in as a Customer. I have tried to log in as 4 different customers and there was nothing on My Tickets. Please advice Thanks

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about stats menu
by Yosua W 17 Jul '06

17 Jul '06

Hi all, In menu stats, with format graph, there have two axis (x and Y). The question : what is explanation of y axis? 1. what is explanation of y axis from new ticket (value of y axis = 0 2 4 6 8 10) ? 2. what is explanation of y axis from ticket overview (value of y axis = 0 1 2 3 4 5) ? 3. what is explanation of y axis from state action overview (value of y axis = 0 5 10 15 20 25) ? If I use format CVS, then system will open that format with Microsoft Excell program, and when I open that, appearance in excell program is in disarray. Why that can be happen, and what is solution? Thanks for your reply, but I am sorry before if I have wasted your time, thanks.

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Remove Language option
by BipinDas 17 Jul '06

17 Jul '06

Hi This may be a silly question. May I know how to remove the Language and Lost Password option from the index page?. Forgive me if I wasting your time. Thanks in advance -- ___________________________ Bipin Das Linux Administrator, Spectrum Softtech Solutions, Mahakavi G Road,Cochin-682011. Phone 0484 4082000. www.spectrum.net.in www.spectramedi.com

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Data restoring
by BipinDas 17 Jul '06

17 Jul '06

Hi All, I had installed a OTRS test machine in my internal network. After successfull running now I would like to install another server in production. My requirement is I would like to port all the ticket details from old server to new server ,excluding usreinfo,queue,groups etc. Does any one have same requirements? Thanks -- ___________________________ Bipin Das Linux Administrator, Spectrum Softtech Solutions, Mahakavi G Road,Cochin-682011. Phone 0484 4082000. www.spectrum.net.in www.spectramedi.com

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Billing software
by richard 16 Jul '06

16 Jul '06

Howś the list doing Been lurking for a while but finaly broke cover to ask a question. I have been using OTRS for about 6-7 months purley as a trouble ticketing solution + it helps me keep trak of customer info. Now the boss want to try and use it for billing as well. Problem is he has not decided on which billing/accountancy software to use or whether we will outsource it. Does anyone have any tried and tested suggestions? (there was note of someone using ooo to generate invoices, not sure he would go for that as he is using a similar Excel soultion at the moment :( regards richard

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Remove Language Option
by BipinDas 16 Jul '06

16 Jul '06

Hi This may be a silly question. May I know how to remove the Language and Lost Password option from the index page?. Forgive me if I wasting your time. Thanks in advance -- ___________________________ Bipin Das Linux Administrator, Spectrum Softtech Solutions, Mahakavi G Road,Cochin-682011. Phone 0484 4082000. www.spectrum.net.in www.spectramedi.com

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Basic Information Requred
by Jean van Eeden 15 Jul '06

15 Jul '06

Hi Everyone I would like to install and use OTRS, but need to understand a few things. 1) If a ticket is in a user's queue, and the user does not respond within a set time (e.g. 4 days), can the ticket automatically be re-routed to the users's boss or co-worker? 2) Can the boss receive an email if tickets are over due? 3) Can you suggest some ways of managing worker / supervisor work flow, or give examples? Thank you very much! Jean van Eeden Jean van Eeden Senior Consultant > 20:20 IT Solutions inc. jvaneeden(a)2020itsolutions.com desk 416.363.3113 mobile 416.606.4468 free 866.462.4788 Suite 218, 5863 Leslie Street, Toronto, Ontario, M2H 1J8

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How to RE-POPULATE $QData{} fields in Customer.pl form after failed validation?
by s taylor 13 Jul '06

13 Jul '06

Hello. How can I RE-POPULATE the $QData{} fields in Customer.pl form after failed validation? I think I found where the $QData{} data is referenced for the template: Kernel/Output/HTML/Generic in Output(). To begin, I created a new variable in 'CustomerInterface.pm': my %Reload_Params = %GetParams; This works fine in recalling all of the user's inputs. Now, I'd like to somewhere define something like, '%QData = %Reload_Params' in order for the form to reload the Customer.pl form with the customer's input, but I'm not sure where or how, especially since they are in 2 different packages. This statement, of course, generates an error because '%Reload_Params' needs a package reference. Should the 'tie' statement be used? If so, where? Should another method be used? Since I've added more fields to the 'Customer.pl' form, it's a turnoff if there is a form validation error and the customer has to re-input all of the values. Thanks in advance.

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Subject Reading Customer Number
by Aaron Blackwell 12 Jul '06

12 Jul '06

I shall have them post the customer number first and probably nothing else, but either way i still need to know what to put in the 4 boxes on the pop filtering _________________________________________________________________ Dont just search. Find. Check out the new MSN Search! http://search.msn.click-url.com/go/onm00200636ave/direct/01/

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Do I need an MX Record?
by Joe Fusco 12 Jul '06

12 Jul '06

We have a hosted email provider and have an MX record in our DNS for domain.net. I'm planning on setting up a mail server on FC5 for use by OTRS. It seems to be the simplest way to get mail in and out of the system. Do I need to set another MX record for helpdesk.domain.net? Will I be able to set another MX record? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

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