March 2008 - otrs - OTRS mailing lists

SLA for pending ticket
by Fabio Paracchini 10 Mar '08

10 Mar '08

Hi folks, how is a ticket on "pending" impacting on SLA ? I have a ticket with a "Solution time" SLA of 2 days, and I put it on "pending" for 7 days: OTRS says that solution time will arrive in 2 days, but I would expect it to expire in 2+7 days, it seems that "pending" does not stop the clock. Is this the designed behaviour ? And, if so, how can I customize OTRS to keep track of "pending" ? Thank you in advance Fabio AVVISO DI RISERVATEZZA: questo messaggio ed i suoi allegati possono contenere informazioni riservate. Se avete ricevuto il messaggio per errore, vi informiamo che ogni utilizzo del suo contenuto e' proibito, pertanto, per cortesia, provvedete a cancellarlo ed informate immediatamente il mittente. CONFIDENTIALITY NOTICE: this message and its attachments may contain confidential information. If you have received this message by mistake, be informed that any use of the content hereof is prohibited, therefore, please inform immediately the sender and delete the message, immediately.

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SLA with otrs
by John Joseph 09 Mar '08

09 Mar '08

Hi I am new to this list and otrs I would like to know whether I can implement SLA features (Service Level Agreement) with otrs advice requested Thanks Joseph John __________________________________________________________ Sent from Yahoo! Mail. The World's Favourite Email http://uk.docs.yahoo.com/nowyoucan.html

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Additional group rights???
by Lambert, Derek 07 Mar '08

07 Mar '08

I recall seeing somewhere something about adding additional rights other than the default ro, move_into, create, owner, priority, and rw. I can't seem to find this information anywhere now. Am I imagining things or is there something about this somewhere? Thanks! Derek J. Lambert Technical Support Analyst IT Operations Support (608) 294-4548 Fiskars Brands, Inc.

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Looking for a good repository to add to Package Manager
by Craig Meirick 07 Mar '08

07 Mar '08

I added a repository to Package Manager [http://ftp.otrs.org] and it didn't work. This was from the manual so I'm not sure if it was just meant as an example or an actual working address. Are there any recommended repositories to use? Does anybody have one that they have had good success with? Thanks, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Watcher limitations
by Forms 07 Mar '08

07 Mar '08

Hi list, Is it possible that Watcher user just "watch" the ticket avoiding any oher action as "external notes" or any other? Thanks for your answers Carlos, México

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RE: [otrs] number of
by Sune T. Tougaard 07 Mar '08

07 Mar '08

Hi Daniele, I'd be very much interested in seeing the results, as i'm trying to implement something like this. I'm kind of "challenged" when it comes to coding, though, so it's a long, hard, trial'n'error road for me. ;-) Thanks. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Daniele Sent: 4. marts 2008 15:23 To: User questions and discussions about OTRS.org Subject: Re: [otrs] number of Yes, sure, this is what I will do. Thank you. The work looks nice. Soon I will share it. Daniele Nils Breunese (Lemonbit) ha scritto: > Shawn Beasley wrote: > >> Hi Daniele, >>> On the basis of your suggestion I am developing a way to provide >>> customers with a per queue custom form. >>> I am developing a php set of forms using javascript to fit my >>> customers needs. >>> As soon as I finish I'll post my addition here in order to let you >>> enjoy what I am doing with your support. (especially the great >>> suggestion I received from Sune T. Tougaard and the availability >>> that Shawn Beasley offered me) >>> >>> What I need now is a working information. >>> Am I limited in the number of CustomerTicketMessage###TicketFreeText >>> I can use? >> Yes >>> How many Ticket::Frontend::CustomerTicketMessage###TicketFreeText am >>> I allowed to use? >> In the current version of otrs there are 16 available. >>> May I plan to use 48 different >>> Ticket::Frontend::CustomerTicketMessage###TicketFreeText? >> Hmm. > > Daniele, do you really need FreeTextFields for all those different > pieces of info? You could also put some data in the mail body maybe. > > 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 or 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 or consulting for your OTRS system? => http://www.otrs.com/

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Splitting ticket with attachment - how?
by Andrew Stesin 07 Mar '08

07 Mar '08

Hello friends, just a small and maybe silly question. Suppose we got a ticket with an attachment. I want to split it in the way that I have 2 tickets both with that very same attachment in them. The best way is to have 2 tickets with a link to the single file inside both. How this can be done? Thanks in advanse! Andrew

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OwnerSelection format
by Steven Carr 06 Mar '08

06 Mar '08

Hi guy's, Does anyone know if it's possible to change the way the OwnerSelection field is formatted, the list is currently "Surname Forename Email" - I want to swap this to be "Forename Surname Email" Thanks Steve -- Steven Carr Engineer - Khipu Networks Ltd. support(a)khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007

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grouping Customer users
by Forms 06 Mar '08

06 Mar '08

Hi All, Is there a way to group customer users as follows? Company Manager Domestic Customer-101 Customer-102 Customer-103 etc International Customer-201 Customer-202 Customer-203 etc Rules: Customer user Manager can see all tickets created by all Customer user Domestic can se only tickets created by Customer-101, 102, 103 and etc Customer user International can se only tickets created by Customer-201, 202, 203 and etc Carlos, México

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splitting tickerts
by Andrew Meyer 06 Mar '08

06 Mar '08

I have emailed in previously about this, but when we try to split tickets it throws up an error. Software error: > Can't write /var/www/otrs2/var/log/TicketCounter.log: at ../..// > Kernel/System/Ticket/Number/DateChecksum.pm line 87. > For help, please send mail to the webmaster (webmaster@localhost), > giving this error message and the time and date of the error. -rw-rw-r-- 1 otrs2 nogroup 14 2008-03-03 08:44 TicketCounter.log Can someone help? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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