May 2008 - otrs - OTRS mailing lists

SQL query for first response time and resolution time
by Régis OBERLE 21 May '08

21 May '08

Hello everybody, I want to build a report showing first response time and resolution time. The stat module doesn't seem to be able to do this. So, I started using an external reporting tool. The hardest part is to build the SQL query. Can anybody help me finding these informations in the database ? Do I have to compute these informations from "start" and "end" fields, or is the data stored in the database (maybe the <ticket> table) ? Thank you for your help. Regards, Régis

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questions about Import/Export
by Moore, Jack 20 May '08

20 May '08

Hello, I am a new user of OTRS and I have been getting familiar with the system over the past couple of weeks. I continue to be amazed at how powerful this tool is compared to my previous use of Request Tracker. I upgraded today from ITSM 1.0.6 to 1.1.1 and was very pleased to see the additional stats reports included. I also noticed a new feature, the import/export package. I am trying to use the import/export package that is part of ITSM 1.1.1. I have not seen any documentation on the website, nor in /opt/otrs/doc. In Admin-Misc-Import/Export I am able to configure mapping templates for Config Item with Format CSV. In step 1 I give the template a name and set it to valid, in step 2, I choose class "Computer" and leave the max number of one element set at 10. In step 3 I set the colun separator to semicolon and charset to UTF-8. In step 4 I set a key to be Name, which is column 0. In step 5 I leave default setttings. At this point I can successfully click on "start export" and export the names of my configuration items to a csv file. I can save that file on my desktop with the default name of export.csv. If I edit that file and change the names to be different computer names, then I would expect that when I click on "start import" that I should then be able to import those names into OTRS as new CIs of type computer. However, when I do this, I see some disk activity, but I get no messages of any type, completion or error, and when I look at the Config Items, they are unchanged and nothing has been added. Has anyone had success importing CIs with this tool, and if so, can you give me some idea about what I might be doing wrong. best regards, Jack Moore

1 0

questions about Import/Export
by Moore, Jack 20 May '08

20 May '08

Hello, I am a new user of OTRS and I have been getting familiar with the system over the past couple of weeks. I continue to be amazed at how powerful this tool is compared to my previous use of Request Tracker. I upgraded today from ITSM 1.0.6 to 1.1.1 and was very pleased to see the additional stats reports included. I also noticed a new feature, the import/export package. I am trying to use the import/export package that is part of ITSM 1.1.1. I have not seen any documentation on the website, nor in /opt/otrs/doc. In Admin-Misc-Import/Export I am able to configure mapping templates for Config Item with Format CSV. In step 1 I give the template a name and set it to valid, in step 2, I choose class "Computer" and leave the max number of one element set at 10. In step 3 I set the colun separator to semicolon and charset to UTF-8. In step 4 I set a key to be Name, which is column 0. In step 5 I leave default setttings. At this point I can successfully click on "start export" and export the names of my configuration items to a csv file. I can save that file on my desktop with the default name of export.csv. If I edit that file and change the names to be different computer names, then I would expect that when I click on "start import" that I should then be able to import those names into OTRS as new CIs of type computer. However, when I do this, I see some disk activity, but I get no messages of any type, completion or error, and when I look at the Config Items, they are unchanged and nothing has been added. Has anyone had success importing CIs with this tool, and if so, can you give me some idea about what I might be doing wrong. best regards, Jack Moore

1 0

otrs tickets
by Tameika Reed 20 May '08

20 May '08

My otrs setup has been up and running for quiet some time now. I have not had any problems but today I can view my any tickets. In my QueueView. The page renders just fine but I don't see any tickets. Am I missing something? Is there a max size for the database ? Any help would much appreciated? Thanks in advance Tameika Reed tameikareed(a)mac.com

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Customer's Signature getting messed
by Go Wow 20 May '08

20 May '08

Hi I have OTRS 2.2.6, its working fine its just that whenever I receive any email from anyone and there have a signature then this kind of text is getting added to end of each mail. The data you see there like "please inform us immediately and delete this message with any data that may be attached." is the end of signature and rest comes in a code dunno what it is and how to avoid it. recipient, please inform us immediately and delete this message with any data that may be attached.  <http://69.67.52.38/otrs/index.pl?Action=AgentTicketZoom&TicketID=29#top> -- Those that make the rule don't play the game!!

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Charset conflicts
by Lars Jørgensen 20 May '08

20 May '08

Hi. I'm taking over a test installation of OTRS running on Fedore Core. All tickets mailed to the system starts with this: "This message was written in a character set other than your own. If it is not displayed correctly, click here to open it in a new window." I have configured Thunderbird to send emain in iso-8859-1 format (which is default, I believe). I have tried to configure everything on the machine to be ISO-8859-1. Apache has 'AddDefaultCharset ISO-8859-1' /etc/sysconfig/i18n has 'LANG="en_US"' OTRS has DefaultCharset = 'iso-8859-1' Everything has been restarted (including the machine). What did I miss? -- Lars

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Agent Notifications Issues, Please help
by Jamie Spence 20 May '08

20 May '08

Hello All, We have recently installed thewin 32 version of otrs. The system is working fine except for agent notifications. Outbound mail is fine with other notifications working. No matter what I try I cant get agent notifications working. Agent notifications seem to work for follow ups, but nothing else (ie. change queue, new ticket) Basically all I want is new ticket notifications to all agents in that queue. Any help or suggestions most appreciated. Thanks, Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

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Closed State
by gen＠gentube.com 20 May '08

20 May '08

Right now, if a customer replies to a closed ticket, the ticket remains closed and does not show in the queue. How do I configure it so that a closed ticket will be marked as open again, and reappear in the appropriate queue, if the customer replies again? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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locked ticket, follow-up for other agents
by Paulo Abreu 19 May '08

19 May '08

Hello, How do I set otrs so send a follow up to every agents when a ticket is locked? At the moment only agent locking the ticket is getting the e-mail. I know I can set bcc in sendmail. Thank you for your attention, Regards, Paulo Abreu

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locked ticket, follow-up for other agents
by Paulo Abreu 19 May '08

19 May '08

Hello, How do I set otrs so send a follow up to every agents when a ticket is locked? At the moment only agent locking the ticket is getting the e-mail. I know I can set bcc in sendmail. Thank you for your attention, Regards, Paulo Abreu

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