September 2007 - otrs - OTRS mailing lists

editing the front end
by Andrew Meyer 18 Sep '07

18 Sep '07

I was wondering, if I wanted to make some changes to the frontend. What files would I need to edit. If someone could point me to the right spot in the docs that would be great too. Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

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Timeout while using Stats module
by Laurent Minost 17 Sep '07

17 Sep '07

Hi, Having some problems here while computing some stats with OTRS stats module. I made a customized stats form to allow us compute how many tickets are opened each month by each Customer Company's ID, if I try to run it on a year (01/01/2007 to 31/12/2007) and choose Print as output ( PDF output ) I get what I can probably call a "timeout" between 3 or 4 minutes when stats are computed returning me back with a 500 Internal server error. My webserver logs are giving me : [Mon Sep 17 17:03:14 2007] [error] [client 10.1.6.3] Premature end of script headers: index.pl, referer: http://otrs-test/otrs/index.pl?Action=AgentStats&Subaction=View&StatID=4 I can see in a 'show full processlist' mysql shell that a lot of queries are passed to MySQL, it seems to me that the process is taking long time to achieve and a timeout occurs before the end | 633 | otrs | localhost | otrs | Query | 0 | Copying to tmp table | SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , ticket_history th WHERE sq.id = st.queue_id AND st.id = th.ticket_id AND LOWER(st.customer_id) IN (LOWER('SENTOR') ) AND st.create_time <= '2007-01-31 23:59:59' AND st.create_time >= '2007-01-01 00:00:00' ORDER BY st.create_time_unix DESC LIMIT 100000000 | For informations, we have almost 3900 tickets on database and 125 Customer Companys. Has anyone already encountered such problems and/or see any things that could be set to avoid this behaviour please ? Thanks by advance for your answers and time. Best regards, Laurent MINOST

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otrs.org FAQ
by Maurice James Ny 17 Sep '07

17 Sep '07

Why isn't the FAQ on otrs.org ever updated? This is a question to the developers, or who ever can answer it

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Adding several stats to one report?
by Markus Uelzer 17 Sep '07

17 Sep '07

Hi, For our weekly reports to HQ i have to run some stats. Would it be possible to connect several stat files (xml) so that OTRS generates one PDF for me? Below you can find the stat for Germany. Just as an example, for England just the queue names would change, everything else would be the same. At the moment every country has it's own Stat in OTRS. But it would be really nice, if there is an option to add all xml files together to have OTRS generating one big report in one PDF. Maybe every country on a single page or something similar. Any help is appriciated! <?xml version="1.0" encoding="utf-8" ?> - <otrs_stats> <Cache>0</Cache> <Description>Total inquiries per week Germany</Description> <File /> <Format>Print</Format> <GraphSize>1200x800</GraphSize> <Object>Ticket</Object> <ObjectModule>Kernel::System::Stats::Dynamic::Ticket</ObjectModule> <Permission>stats</Permission> <StatType>dynamic</StatType> <SumCol>0</SumCol> <SumRow>1</SumRow> <Title>Total inquiries per week Germany</Title> <UseAsRestriction Element="CreateTime" Fixed="0" TimeStart="2007-09-01 00:00:00" TimeStop="2008-12-07 23:59:59" /> - <UseAsValueSeries Element="QueueIDs" Fixed="1"> <SelectedValues>Support Deutschland</SelectedValues> <SelectedValues>Support Deutschland::Tech</SelectedValues> <SelectedValues>Support Deutschland::Billing</SelectedValues> </UseAsValueSeries> - <UseAsXvalue Element="TicketFreeText1" Fixed="1"> <SelectedValues>Account</SelectedValues> <SelectedValues>Connection</SelectedValues> <SelectedValues>Misbehaviour</SelectedValues> <SelectedValues>Miscellaneous</SelectedValues> <SelectedValues>Technical</SelectedValues> </UseAsXvalue> <Valid>1</Valid> </otrs_stats> _______________________________________________________________________ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. http://www.pc-sicherheit.web.de/startseite/?mc=022220

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AW: [otrs] Standard Types and Queues
by Buechling, Thomas 17 Sep '07

17 Sep '07

Hey! i have now modified the code.. For those who don't knwo where to do that: in the .dtl-File the phone-Ticket-Type is described as: <td class="contentkey">$Text{"Type"}:</td> <td class="contentvalue"> $Data{"TypeStrg"}</td> This leads for example to Kernel\Modules\AgentTicketPhone.pm : # build type string if ($Self->{ConfigObject}->Get('Ticket::Type')) { $Param{'TypeStrg'} = $Self->{LayoutObject}->BuildSelection( Data => $Param{Types}, Name => 'TypeID', SelectedID => $Param{TypeID}, PossibleNone => 1, Sort => 'AlphanumericValue', Translation => 0, OnChange => "document.compose.ExpandCustomerName.value='3'; document.compose.submit(); return false;", ); $Self->{LayoutObject}->Block( Name => 'TicketType', Data => {%Param}, ); } There you have to change PossibleNone => 0, -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Laurent Minost Gesendet: Mittwoch, 12. September 2007 14:20 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Standard Types and Queues Hi, I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... Didn't find a solution so I modified source code for it to avoid adding "-" entry. Maybe it's the same for you. If you find a solution or modify the code, I will be interested by your final resolution :) Thanks. BR, Laurent MINOST Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas a écrit : Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de <http://www.rudolph-log.de/> http://www.logeon.net <http://www.logeon.net/> -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm

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[ITSM] Cannot change Ticket Service
by Denis Jedig 17 Sep '07

17 Sep '07

Hi all, after upgrading to 2.2.2 and OTRS:ITSM 1.0.2 I am expiriencing a strange problem that I cannot set the service of a ticket anymore To be able to set services at all, I had to populate the service_customer_user table beforehand. After doing so, I am able to define a service and an SLA when I create a ticket. But after it's created, I am unable to change it anymore - neither using the "priority" form nor other means in the interface (we have Ticket::Frontend::AgentTicketNote->Service enabled). Looking at the trace of the underlying database, I can confirm that there is simply no UPDATE statement changing the service_id field of the ticket table when there should be. Anyone any idea on what's going on? -- Denis Jedig syneticon networks GbR http://syneticon.net/service/

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How to create super customers ?
by Boris Ratak 17 Sep '07

17 Sep '07

Hi, I'm new to OTRS and I'm trying to configure it. I only have 1 customer company with it's own queue right now and I want to do this: -For average customer, only view his/her tickets -For two or three super customers (admins in the customer's company), be able to see all tickets of the company. I've read some doc and enabled the CustomerGroupSupport option, but it doesn't change, even when i set a customer rw in the good queue. Thx to anyone who can help me. B.

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AW: [otrs] customer webinterface queue selection
by Pascal Rebsamen 17 Sep '07

17 Sep '07

i checked that already but there i cannot set, that Customer1 only can See queue1 and so on.... ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Andrea Consadori Gesendet: Donnerstag, 13. September 2007 17:35 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] customer webinterface queue selection see the Frontend::Customer::Ticket::ViewNew <http://konsa.ath.cx/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit& SysConfigSubGroup=Frontend::Customer::Ticket::ViewNew&SysConfigGroup=Tic ket> ________________________________ Ripristina CustomerPanelOwnSelection: Here you can insert the Queues, which the customer can select in the Customer-Interface. MSN: andrea.consadori(a)hotmail.it WEB: http://www.consadori.com <http://www.consadori.com/> ________________________________ Date: Thu, 13 Sep 2007 17:02:37 +0200 From: Pascal.Rebsamen(a)socoag.com To: otrs(a)otrs.org Subject: [otrs] customer webinterface queue selection hi, we want use otrs to support our customers. the primary ticket handling should be done over the customer webinterface. we created a queue for each customer and added a new customer account. when the customer log in to the webinterface and create a new ticket, he can see all queues. what can i do, that the customer only see the queue, that is responsible for hes company? thanks for help regards pascal ________________________________ 2 GB di spazio, protezione da virus e spyware...GRATIS! Windows Live Hotmail <http://imagine-windowslive.com/hotmail/default.aspx?locale=it#0>

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Installing OTRS 2.2 on Ubuntu Feisty
by Johan Gotting 17 Sep '07

17 Sep '07

Hi all, are there any specific condiderations to be made in order to install OTRS on Ubuntu? /Johan -- Johan Gotting Hälltorp Landet S-663 41 Hammarö Mobile: 0733-275063

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Creating/Modifying Tickets
by Howey, Stephen 15 Sep '07

15 Sep '07

I have a question about tickets I am using OTRS:ITSM 1.0.1 and am trying to use the Type, Service, and SLA fields but the types listed for creating tickets don't match the types that were on the SLA or Service management screens and I can't select any SLA's or Services when creating the tickets. Is there a way to fix this or maby tell me what I am doing wrong that I can't select those fields?

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