March 2008 - otrs - OTRS mailing lists

Re: otrs Digest, Vol 56, Issue 39
by armin.kurz＠lobster.de 17 Mar '08

17 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

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OTRS Feature???
by Singh Raina, Ajeet 17 Mar '08

17 Mar '08

Hai, I have been using OTRS for ticket Tracking and DotProject for Project and Task tracking. Does OTRS provide us with such Project and Task Tracking Features? Pls Help. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

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[is it possible] average decision time of a ticket?
by Egor Tsilenko 17 Mar '08

17 Mar '08

Hi OTRS community! I've got 2.2.5 OTRS with ITSM modules. So I've created some SLA's for each service. Is it possible to count average decision time of a ticket? -- thanks in advance

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attachment to auto-reply, spell checker in windows and blackberry
by Arnold Ligtvoet 17 Mar '08

17 Mar '08

Hi, Decided to merge three questions in one mail: 1) Is anyone aware of a BlackBerry optimized template (and if so can I have that)? 2) Is anyone running OTRS in Windows with a spellchecker enabled? 3) Can I add an attachment to an auto-response or did anyone create some code for that already? Thanks, Arnold.

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Attachment Problem in forwarded mail
by vimal pillai 17 Mar '08

17 Mar '08

Hi , We were testing otrs for couple of days.We have come across a scenario in which agent need to forward the mail from user to a man outside OTRS. Then we found that if there is attachments in mail its not going to recepient(man outside OTRS).The forwarded mail is going from OTRS to recepients inbox without attachement.How can I solve this.Plz Help. Thanks, Vimal

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OTRS Report Generation Issue
by Singh Raina, Ajeet 17 Mar '08

17 Mar '08

Hi All, I don't know whether I am posting this query at the right place but hope you will definitely help me in this regard. I have a RHEL Server running OTRS Tool in which Ticket Tracking process is running successfully. But I am regularly facing a shortage of a relevant REPORT GENERATION according to my needs. Here are my requirements: 1. I want a REPORT Generation for Escalated Ticket grouped by Agents and further details of Ticket number and ticket Details plus Raised Username, Raised By, Raised Date etc. The Tool is Superb, No Doubt. But My Manager wants a report to be generated which I think is still missing to my needs. So Pls do advise me to tweak with the script or further configuration I need to make to make it work. Ajeet This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

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Re: [otrs] Notification Question
by Shawn Beasley 17 Mar '08

17 Mar '08

Hi Julien, > Hi Shawn, > > OK cool can you just say to me so which file or files should i take a look if i wanna try to modify it ? > > try on the developer list. I am not a programmer :) Good Luck! Shawn -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann

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Not receiving all notifications
by Fernando Sarria 15 Mar '08

15 Mar '08

I use OTRS since 1.2 version, the notifications for user or agents are work very fine in old versions. In this month I install OTRS 2.2.5 version in REDHAT 5. The auto response and message for the administrator work very fine but the all notifications for agent or user dont work. I receive this error: Sat Mar 15 11:39:15 2008 notice OTRS-CGI-10 Sent agent 'NewTicket' notification to 'groldan(a)gennassis.com'. Sat Mar 15 11:39:15 2008 error OTRS-CGI-10 Can't use from: ! Enable debug for more info! Sat Mar 15 11:39:14 2008 notice OTRS-CGI-10 Sent agent 'NewTicket' notification to 'fsarria(a)gennassis.com'. Sat Mar 15 11:39:14 2008 error OTRS-CGI-10 Can't use from: ! Enable debug for more info! Sat Mar 15 11:39:13 2008 notice OTRS-CGI-10 Sent auto response (SendAutoReply) for Ticket [2008031510000013] (TicketID=32, ArticleID=) to 'Fernando Sarria <fsarria(a)gennassis.com>'. Sat Mar 15 11:39:12 2008 error OTRS-CGI-10 Can't use from: ! Enable debug for more info! I enable debug but I have the same result. Please, someone to know what is the problema? Thanks in advance for your help, Fernando Sarria

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Customer Follow Up Emails Turn Off Reminders
by Brett Davis 15 Mar '08

15 Mar '08

I have my system set up so that follow up emails from customers will reopen tickets that we've closed. That is all good and exactly how I want it to work. A problem I've noticed though is that if a customer sends an email in to a ticket that I have set to a "pending reminder" state, OTRS switches that ticket's state back to "open" and I never get my reminder. That's not so good and not at all what I want it to do. It makes sense to have the follow up switch the ticket back to "open" if I have it set to "pending auto close" because I wouldn't want the ticket to auto close if the user sends a follow up that might potentially be stating that the problem has not been resolved. So that's cool. But, when I set a ticket to pending reminder, it's because I want/need and am really counting on the system to send me an email to remind me to do something for that ticket. I've had several instances now where that plan has been foiled by a customer sending an email follow up to a ticket that I needed a reminder on. Example, I have a ticket open for turning up a T1 at one of my remote facilities. I want a reminder for me to follow up with the carrier in 2 weeks regarding turn up day but in the meantime, I also need to discuss some of the details with my onsite contact who will be responsible for giving the installer access to the demarc. I want that discussion to be entries in to the ticket's history. I can't set a reminder on this ticket because every reply from him will turn the reminder right back off on me. AHHHH! ;-) I've casually looked but haven't found a setting to control this behavior yet. I'm aware of the "Follow up Option" in the queues' settings that control whether to reopen, reject, or create a new ticket on follow up but that's not granular enough for what I'm talking about here. Is there a setting to ONLY allow customer follow ups to change a ticket's state to "open" if and only if its current state is either "closed" or "pending auto close" (but NOT if it's set to "pending reminder") or do I need to hack the code to fix this? It would be ideal if the "pending reminder" state would be the default "next ticket state" in the web interface for any ticket that is set to "pending reminder" too so a customer (or another agent for that matter) doesn't unknowingly turn my reminders off through the web interface. Then if they do turn off my reminder, I'll know it was intentional and I can grab my bat and go pay them a little visit. ;-) Thanks! Brett Davis Information Systems Network/Telecom Manager Dynojet Research, Inc. www.dynojet.com<http://www.dynojet.com/> Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system.

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how to send email to notify ticket status change
by David Kim 15 Mar '08

15 Mar '08

I just recently started using the OTRS system. Most of the features are great but one thing I haven't been able to do is to send an email to the customers saying there is a change in their ticket status. For example, once a customer logs in through the customer interface and sends a ticket if we add a response to it or change it somehow, how can i send a notification email to the customer? thanks a bunch in advance

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