September 2006 - otrs - OTRS mailing lists

wanted: help to fix problem
by Mercator GmbH 02 Sep '06

02 Sep '06

WHO can help me to fix my mail problems with OTRS? I haven´t got it fixed yet and I really need to receive mails. I will pay with Paypal. I have a Linux (Debian) with kernel 2.6.8-2-k7 machine, Apache 1.3.33 (Debian GNU/Linux) PHP 4.3.10-16. OTRS is installed, but all was moved from another server. It`s installed though and database works, just the mail doesn´t work. I don´t have enough knowledge to fix it myself and the server admin has no time, because the former server hoster went bankrupt and now the ex-staff is saving machines and configuring. So, I am alone by myself to fix this problem. Please email me to "marc at mercator.net" if you have time and don´t ask too much money for this job. thanks, marc

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RE: [otrs] See stats for closed tickets
by Peter van Beugen 01 Sep '06

01 Sep '06

Yes you can In the new OTRS 2.1 there is a fine Stats module And OTRS uses MySQL databases by default: so you can access the data yourself very easily. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Jennifer Valdez Verzonden: vrijdag 1 september 2006 22:02 Aan: otrs(a)otrs.org Onderwerp: [otrs] See stats for closed tickets Is there a way to see how many tickets were closed in a given month for one queue? We can see how many were opened, but for our purposes, it is more important to see how many were closed. Thanks in advance! Jennifer _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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See stats for closed tickets
by Jennifer Valdez 01 Sep '06

01 Sep '06

Is there a way to see how many tickets were closed in a given month for one queue? We can see how many were opened, but for our purposes, it is more important to see how many were closed. Thanks in advance! Jennifer

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AW: [otrs] Customer Web Interface
by shawn.beasley＠dlh.de 01 Sep '06

01 Sep '06

Hello, maybe it is time to republish a Tipp that was given to me. http://www.mail-archive.com/otrs-de@otrs.org/ Learn it! Love it! Use it! RTFM!!!! Peace, Shawn Beasley a.K.a The Dig"IT"al Ninja Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Andy Lubel Gesendet: Freitag, 1. September 2006 16:06 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Customer Web Interface Yes, I concur, please be a bit more patient. Search the lists would have also yielded an answer, even google. http://www.google.com/searchq=OTRS+customer+interface+customize And our burning question yields 50k hits ;) /rant On 9/1/06 9:44 AM, "Nils Breunese (Lemonbit Internet)" <nils(a)lemonbit.nl> wrote: > Joe Fusco wrote: > >> How do I modify the customer web interface? I couldn¹t find it in >> the manual. I want to replace the ³Logo² and ³Company Name² text. > > This exact question has been answered many times on this list. In > fact, it was answered less than three hours ago. > > 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 orr consulting for your OTRS system? > => http://www.otrs.com/ -- _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

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AW: [otrs] working hours
by shawn.beasley＠dlh.de 01 Sep '06

01 Sep '06

Hey, an Agent is a technician that would be receiving and entering your tickets in the system (your helpdesk employee). A customer is the person or company that needs help. Therefore, your working hours are for those people who will be receiving your ticket (your helpdesk) and you only have one set of working hours (your helpdesk working hours) I hope this helps. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alan McKeown Gesendet: Freitag, 1. September 2006 15:30 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] working hours Hi, Thanks for the quick response. I am not sure what you mean though when you say 'The working hours you set are for your agents, not for your customers' Could you explain a bit more for me. Regards Alan. Alan Mckeown JoraPh Consulting Ltd Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB Mobile: +44 (0)7841 996 331 Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: 01 September 2006 13:38 To: User questions and discussions about OTRS.org Subject: Re: [otrs] working hours Alan McKeown wrote: > We have a number of different clients in OTRS, some are 24hr > support others have different hours. Is it possible to set a > working time per customer? >From what I have seen so far it appears > that there is a global working time hour's setup. The working hours you set are for your agents, not for your customers. 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 orr consulting for your OTRS system? => http://www.otrs.com/ -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean. -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean. _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

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AW: [otrs] working hours
by shawn.beasley＠dlh.de 01 Sep '06

01 Sep '06

The working hours that you may set in the administrations panel reflect that of the agents that will be handling your tickets. There are, at the moment, no working hours for the customers. Hope this helps Shawn -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Breunese (Lemonbit Internet) Gesendet: Freitag, 1. September 2006 15:43 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] working hours Alan McKeown wrote: > Thanks for the quick response. I am not sure what you mean though when > you say 'The working hours you set are for your agents, not for your > customers' > > Could you explain a bit more for me. Customers are the people creating the tickets, agents are the people taking care of the tickets and making sure the customer's problems are solved. When you set the working hours, you set the working hours for your agents, not for your customers. If you want to differentiate on SLA's you'll need to look at something else than the working hours settings (using different queues, etc.). 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 orr consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] RE: otrs Digest, Vol 38, Issue 3
by Alan McKeown 01 Sep '06

01 Sep '06

Hi, I have at the present time 7 different customers in OTRS. Is it possible to have each one set-up with their own name on the customer login screen? Regards Alan. Alan Mckeown JoraPh Consulting Ltd Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB Mobile: +44 (0)7841 996 331 Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Joe Fusco Sent: 01 September 2006 15:14 To: otrs(a)otrs.org Subject: [otrs] RE: otrs Digest, Vol 38, Issue 3 Sorry, everyone. I get a digest and Nils' answer came in about 10 seconds after I hit send. -----Original Message----- ---------------------------------------------------------------------- Message: 1 Date: Fri, 01 Sep 2006 09:41:30 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: Re: [otrs] Customer Web Interface To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C11DB0CA.1FFB%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="iso-8859-1" Joe, This is easily done by editing the DTL that Henning mentioned earlier today. Kernel/Output/HTML/Standard/Customer*.dtl On 9/1/06 9:31 AM, "Joe Fusco" <joe.fusco(a)oceandental.net> wrote: > How do I modify the customer web interface? I couldn¹t find it in the manual. > I want to replace the ³Logo² and ³Company Name² text. > > Thanks, > Joe Fusco > _______________________________________________ > 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 orr consulting for your OTRS system? > => http://www.otrs.com/ -- ------------------------------ Message: 4 Date: Fri, 1 Sep 2006 15:44:36 +0200 From: "Nils Breunese (Lemonbit Internet)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Customer Web Interface To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <CBA38ECD-2839-443F-995F-32DEF277D633(a)lemonbit.nl> Content-Type: text/plain; charset=WINDOWS-1252; delsp=yes; format=flowed Joe Fusco wrote: > How do I modify the customer web interface? I couldn't find it in > the manual. I want to replace the "Logo" and "Company Name" text. This exact question has been answered many times on this list. In fact, it was answered less than three hours ago. Nils Breunese. ------------------------------ End of otrs Digest, Vol 38, Issue 3 *********************************** _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean. -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

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RE: otrs Digest, Vol 38, Issue 3
by Joe Fusco 01 Sep '06

01 Sep '06

Sorry, everyone. I get a digest and Nils' answer came in about 10 seconds after I hit send. -----Original Message----- ---------------------------------------------------------------------- Message: 1 Date: Fri, 01 Sep 2006 09:41:30 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: Re: [otrs] Customer Web Interface To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C11DB0CA.1FFB%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="iso-8859-1" Joe, This is easily done by editing the DTL that Henning mentioned earlier today. Kernel/Output/HTML/Standard/Customer*.dtl On 9/1/06 9:31 AM, "Joe Fusco" <joe.fusco(a)oceandental.net> wrote: > How do I modify the customer web interface? I couldn¹t find it in the manual. > I want to replace the ³Logo² and ³Company Name² text. > > Thanks, > Joe Fusco > _______________________________________________ > 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 orr consulting for your OTRS system? > => http://www.otrs.com/ -- ------------------------------ Message: 4 Date: Fri, 1 Sep 2006 15:44:36 +0200 From: "Nils Breunese (Lemonbit Internet)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Customer Web Interface To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <CBA38ECD-2839-443F-995F-32DEF277D633(a)lemonbit.nl> Content-Type: text/plain; charset=WINDOWS-1252; delsp=yes; format=flowed Joe Fusco wrote: > How do I modify the customer web interface? I couldn't find it in > the manual. I want to replace the "Logo" and "Company Name" text. This exact question has been answered many times on this list. In fact, it was answered less than three hours ago. Nils Breunese. ------------------------------ End of otrs Digest, Vol 38, Issue 3 ***********************************

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Customer Web Interface
by Joe Fusco 01 Sep '06

01 Sep '06

How do I modify the customer web interface? I couldn't find it in the manual. I want to replace the "Logo" and "Company Name" text. Thanks, Joe Fusco 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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AW: [otrs] OTRS has Suddenly stopped Fetching Mails
by shawn.beasley＠dlh.de 01 Sep '06

01 Sep '06

Hey, If you have reboot your system, it will be that the cron job is not running. This was my problem at least 1 timme. Shawn -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von James Yogo Gesendet: Mittwoch, 30. August 2006 07:49 An: otrs(a)otrs.org Betreff: [otrs] OTRS has Suddenly stopped Fetching Mails Hi All, I have been running Otrs of Suse 9 sever well untill days ago when it stopped fetching mails. I use cron jobs to fetch mails from my mx server. The logs i get from the system is 'Wed Aug 30 08:41:12 2006 error OTRS-PM3-10 Auth for user account@jtl.co.ke@mail.jtl.co.ke failed!' >From a mail client i can pop mails for the particular accounts but my system suddenly cant fetch. Would appreciate your prompt Assistance. James, Kenya _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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