November 2008 - otrs - OTRS mailing lists

Re: [otrs] Categorization in OTRS::ITSM
by Le machito 26 Nov '08

26 Nov '08

Marijan, The type of a request is related with the qualification of the request, 2 or 3 different type (Incident, Problem,etc) is enough to caracterize it. The category function is as a label, a way to collect this information for a statistical study. (virus, building A, etc) Thanks Raoul

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Categorization in OTRS::ITSM
by Le machito 26 Nov '08

26 Nov '08

Hello, When I used my old Ticket requests system I had the possibility to add and choose a request category as Virus, Spams, Notes password, etc in order to organize my stats better. OTRS::ITSM propose the option Type: Problem, Incident etc but I can not see any option: *Category. * Do you use an other field to replace this option? Thanks Raoul

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Tickets allocation with a queue
by David Lin 26 Nov '08

26 Nov '08

Hi all, I created a queue with 3 users(agent) in OTRS. Now, every people get the ticket notification once the ticket comes. Can anyone tell me how to allocate the inbound tickets to different users by round robin or other mechanism? Thanks. David _________________________________________________________________

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Customer search: ticket type
by CARNINO Daniele (FIAT SERVICES) 25 Nov '08

25 Nov '08

Someone knows how to add ticket type in customer's search interface? Ciao, d.

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CSV
by Marijan Lesko (MLK) 24 Nov '08

24 Nov '08

Hi everyone, Whenever I print stat report in CVS format I get something like this: Priority;"Sat 1";"Sun 2";"Mon 3";"Tue 4";"Wed 5";"Thu 6";"Fri 7";"Sat 8";"Sun 9";"Mon 10";"Tue 11";"Wed 12";"Thu 13";"Fri 14";"Sat 15";"Sun 16";"Mon 17";"Tue 18";"Sum" Instead of getting a nice excel spreadsheet, all records end up in the same cell, the first one. Is there any problem with the CSV converter in OTRS? If yes is there any fix for it? Marijan Lesko -- Votre meilleur compliment à MontréalNetQuest Inc. est une référence auprès vos amis et partenaires d'affaires. Gestion Des Technologies Informatiques. 5250, ave. Ferrier, suite 805, Montréal (Québec) H4P 1L4 Tél: (514) 486-9005 x1001, Sans frais: 1-866-486-9005 x1001, Fax: (514) 486-5721 E-mail: marijan(a)mnquest.com <mailto:marijan@mnquest.com> , http://www.mnquest.com <http://www.mnquest.com/> -- Les prix soumissionnés sont valides pour une période de 24 heures à moins d'avis contraire ~ Vérifier si le produit suggéré correspond à vos attentes. --------------- This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Customer LDAP
by Meyer, Kevin 24 Nov '08

24 Nov '08

I am having a problem with the customer login and LDAP. I have the customer portal authenticating to my LDAP server correctly, but I am getting the "Panic No User Data!!!" error message. The log file indicates the LDAP authentication is ok. I am also authenticating against LDAP for the agent login. I had this same problem but added $Self->{'UserSyncLDAPMap'} And $Self->{'UserSyncLDAPGroups'} Options in my config.pm file. That fixed the agents, but the customer login still gives the "No User Data" msg. Is there another option I have to set to get the Customer login to sync with LDAP and save? Thanks Kevin - ------------------------------------------------------------------------------ Confidentiality Notice: The information contained in this transmission is legally privileged and confidential, intended only for the use of the individual(s) or entities named above. This email and any files transmitted with it are the property of Pelco. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any review, disclosure, copying, distribution, retention, or any action taken or omitted to be taken in reliance on it is prohibited and may be unlawful. If you receive this communication in error, please notify us immediately by telephone call to +1-559-292-1981 or forward the e-mail to administrator(a)pelco.com and then permanently delete the e-mail and destroy all soft and hard copies of the message and any attachments. Thank you for your cooperation. - ------------------------------------------------------------------------------

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Spelling
by Marijan Lesko (MLK) 24 Nov '08

24 Nov '08

When tried to check spelling in the ticket got the following message: Error: Can't find spellchecker (/usr/bin/ispell): No such file or directory Comment: Bug Report: Top of Form Bottom of Form Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Nov 24 15:40:41 2008 Message: Can't find spellchecker (/usr/bin/ispell): No such file or directory Traceback (3152): Module: Kernel::System::Spelling::Check (v1.23) Line: 153 Module: Kernel::Modules::AgentSpelling::Run (v1.22) Line: 77 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 203 Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Any ideas! Marijan Lesko -- Votre meilleur compliment à MontréalNetQuest Inc. est une référence auprès vos amis et partenaires d'affaires. Gestion Des Technologies Informatiques. 5250, ave. Ferrier, suite 805, Montréal (Québec) H4P 1L4 Tél: (514) 486-9005 x1001, Sans frais: 1-866-486-9005 x1001, Fax: (514) 486-5721 E-mail: marijan(a)mnquest.com <mailto:marijan@mnquest.com> , http://www.mnquest.com <http://www.mnquest.com/> -- Les prix soumissionnés sont valides pour une période de 24 heures à moins d'avis contraire ~ Vérifier si le produit suggéré correspond à vos attentes. --------------- This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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File Manager
by Marijan Lesko (MLK) 24 Nov '08

24 Nov '08

When using File Manager package, got the following error. Where is the root of the file system so I can create the folders correctly. Error: FileManager Root directory doesn't exist: /home/otrs-share/, please check your c[..] Comment: Bug Report: Top of Form Bottom of Form Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Nov 24 15:49:32 2008 Message: FileManager Root directory doesn't exist: /home/otrs-share/, please check your config setting! Traceback (3152): Module: Kernel::Output::HTML::Layout::Error (v1.106) Line: 1284 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.106) Line: 1263 Module: Kernel::Modules::AgentFileManager::Run (v1.8) Line: 106 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 203 Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Marijan Lesko -- Votre meilleur compliment à MontréalNetQuest Inc. est une référence auprès vos amis et partenaires d'affaires. Gestion Des Technologies Informatiques. 5250, ave. Ferrier, suite 805, Montréal (Québec) H4P 1L4 Tél: (514) 486-9005 x1001, Sans frais: 1-866-486-9005 x1001, Fax: (514) 486-5721 E-mail: marijan(a)mnquest.com <mailto:marijan@mnquest.com> , http://www.mnquest.com <http://www.mnquest.com/> -- Les prix soumissionnés sont valides pour une période de 24 heures à moins d'avis contraire ~ Vérifier si le produit suggéré correspond à vos attentes. --------------- This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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E-mail notifications for OTRS
by Orlow, David 24 Nov '08

24 Nov '08

Hi, I'm implementing this ticketing system for our company. The one complaint my boss has about it is when the ticket is assigned to the workgroup with no owner, all of the techs part of the group get an e-mail. He wants that. When one person takes ownership of the ticket, the person that takes ownership of the ticket gets an e-mail that they took ownership but the others don't get an e-mail that the one person took ownership of it. It seems kind of backwards. The person taking ownership of the ticket doesn't need an e-mail to tell him he took ownership of it. The other techs in the field would be nice to get an e-mail saying "disregard the ticket... someone took ownership of it." We can't figure out how to do that. Sincerely, David Orlow - A+, Network+, MCP davido(a)mosstele.com <mailto:davido@mosstele.com> MOSS Field Technician 616-901-5182

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No "To" field option available during new ticket creation in customer.pl
by Frederik Boux 24 Nov '08

24 Nov '08

Hello, I'm currently taking control of an OTRS setup which was partially configured. Most of it is working more or less as it should be, the only problem I still have is that when users go to https://support.***.**/otrs/customer.pl (edited link ofcourse) and click on New Ticket there is no option available in the "To" field. This gives the "* invalid" message next to the field and no ticket is created. Could someone let me know which parameter this is and how it can be configured? I've looked at the sysconfig ( CustomerFrontend::Module###CustomerTicketOverView: and such) but to no avail and I was unable to find it in the manual. Thanks in advance, I hope it's not something too obvious. Kind regards, Frederik _________________________________________________________________ Vanaf nu heb je je vrienden overal bij! http://www.windowslivemobile.msn.com/?mkt=nl-be

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