December 2008 - otrs - OTRS mailing lists

Time accounting & calendar
by Marco Vannini 15 Dec '08

15 Dec '08

Hi all, I don't know If there is a way to do that or if it should be developed, but, it would very useful to linkage calendar information with time accounting at least for leave/vacation and similar information. That because you are not able to schedule planned vacation on timeaccounting and watching who is present a predetermined period out of calendar plugin but guys has to input double information if they has to use timeaccounting plugin. Thank in advance if there will be any hints to try to do that or either if it will be taken in consideration for future implementation. See you. MV

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SugarCRM
by Maurice James Ny 15 Dec '08

15 Dec '08

Has anyone gotten SugarCRM to work with OTRS yet? If you have, how did you do it?

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ER diagram of OTRS
by Ragho, Vinayak 15 Dec '08

15 Dec '08

Friends, Does anyone has list of tables and their details created in mysql DB by OTRS? Regards Vinayak

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Change Management tool to integrate with OTRS
by Ragho, Vinayak 15 Dec '08

15 Dec '08

Friends, Since change management is not available in OTRS (Please correct me, If I am wrong in saying this), what will be best tool to look for integration time being (till change management becomes available in OTRS, which is planned for Q3-2009). Regards Vinayak

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Priority Status does not stick to what its set to.
by dOE 12 Dec '08

12 Dec '08

Hello, I am very very much an OTRS n00b, and have inherited the system from previous IT employee. Our Build is: OTRS Version: *2.1*, patch *4*, last updated on *January 2007 *My question is regarding the status set to the tickets priority. When the priority of a ticket has been set to "High", and we go back into the ticket its priority has downgraded to default. I am sorry if my description is vague, but I do not know a whole lot about the software.

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Newbie question - customer login
by Bis 12 Dec '08

12 Dec '08

I want to create a new login page by making a copy of the existing customer.pl file but I can¹t find it. Does anyone know which directory it would sit in? Thanks Bis ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

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Re: [otrs] Stats
by Le machito 12 Dec '08

12 Dec '08

Thanks Marco, it seems a very useful tool. Unfortunately, even if it shows many interesting functions, I still can not add this info imported from an external database. Cheers Raoul >did you tryed otrs-manager ? it provides some additional statistics >Aand it is GPL2 too >find it out at www dot tokaware dot com 2008/12/3 Le machito <elmachito at gmail.com <http://lists.otrs.org/cgi-bin/listinfo/otrs>>: >* Hello, *>* I imported the list of customers from an external database. I imported some *>* data as name, first name, office number, phone, office and Department. *>* I am trying to made stats by Department in order to know the number of *>* request of each Department in my company. *>* It is possible to do it with OTRS? When I try to define a new stat the *>* choice of elements is limited to the OTRS elements. (Type, Service, SLA, *>* etc) *>* Thanks *>* Raoul*

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Newbie question - customer login
by Bis 12 Dec '08

12 Dec '08

Please ignore my last question I found it now! :-) ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

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Re: [otrs] otrs Digest, Vol 3, Issue 12
by Ragho, Vinayak 12 Dec '08

12 Dec '08

Team, Has anyone integrate OTRS with Active Directory 1) where OTRS is installed on windows and 2) OTRS is installed in Linux environment. If yes share the experience, and issues faced with it. Regards Vinayak -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, December 04, 2008 10:12 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 3, Issue 12 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: OTRS Reporting on WIndows 2003 with SQL (Simon Cusack) 2. Some follow-ups are not received (Boris Shirokov) 3. Re: Mailing issue (I believe) (Aaron Rabinowitz) 4. Re: Mailing issue (I believe) (Michiel Beijen) 5. Re: Question about Ticketnotification (Ugo Bellavance) 6. Undesired CC: (Ugo Bellavance) 7. Default subject value for customer follow up (Sebastien Bourgasser) ---------------------------------------------------------------------- Message: 1 Date: Thu, 4 Dec 2008 16:44:32 +0430 From: "Simon Cusack" <scusack(a)gmail.com> Subject: Re: [otrs] OTRS Reporting on WIndows 2003 with SQL To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4dc6790c0812040414xc214c17ofe40ca7d55d38766(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" What Ive done is basically gone to search and look at open tickets, closed tickets and do a search for what I need. I then export as a csv and throw it into Excel. It will display the following information by default: TicketNumber Age Created State Priority Queue Lock Owner UserFirstname UserLastname From Subject On Thu, Dec 4, 2008 at 2:05 PM, Marco Vannini <marco.vannini(a)gmail.com>wrote: > Either for this issue I've found otrs-manager usefull. > > www dot tokaware dot com > > > > On Wed, Dec 3, 2008 at 6:01 PM, Obee, Daniel <obee(a)myhammer.de> wrote: > > There's no ready-made reports of reason as far as I can see. > > > > I use a couple of reports did with Toad and then exported them to excel > with the ODBC connection. Thus it just takes me a couple of clicks to get > the actual data. With Toad the export of SQLs including Pivot tables is a > non-brainer, so I really can recommend the (Freeware) program for such > matters. > > > > Greez > > Daniel > > > > -----Urspr?ngliche Nachricht----- > > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von > scusack > > Gesendet: Mittwoch, 3. Dezember 2008 17:46 > > An: otrs(a)otrs.org > > Betreff: [otrs] OTRS Reporting on WIndows 2003 with SQL > > > > Has anyone created any type of reporting for OTRS? Is their a package > > you can install or anything out there at the moment. I see most people > > are just running reports by exporting information from the SQl > > database. If anyone has setup anything that would save me time that > > would be great. > > > > Thanks > > _______________________________________________ > > 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 > > _______________________________________________ > > 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 > > > _______________________________________________ > 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 >

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Stats
by Le machito 12 Dec '08

12 Dec '08

Hello,I imported the list of customers from an external database. I imported some data as name, first name, office number, phone, office and Department. I am trying to made stats by Department in order to know the number of request of each Department in my company. It is possible to do it with OTRS? When I try to define a new stat the choice of elements is limited to the OTRS elements. (Type, Service, SLA, etc) Thanks Raoul

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