May 2008 - otrs - OTRS mailing lists

Report Generation..
by Singh Raina, Ajeet 22 May '08

22 May '08

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. 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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Re: [otrs] Need Help on Reporting ???
by Singh Raina, Ajeet 22 May '08

22 May '08

Additionally, I am good at PHP but poor at Perl. Can I have one more icon near the top listed near admin or Faqs or Stats named " Report". Whenever I click on that, a PHP page will fetch report page pertaining to directly retrieval from mySQL database. Is it possible? Pls Suggest. ________________________________ From: Singh Raina, Ajeet Sent: Thursday, May 22, 2008 12:24 PM To: 'otrs(a)otrs.org' Subject: Need Help on Reporting ??? I am very fascinated with Overall OTRS Features Except One .....Very Amazed at its Reporting Features. I need a report to be generated for Calls Opened , Calls Closed, Engineers undertaken the Tickets, Description regarding SLA etc. I can see the SQL Box is there but just entering query into SQL Box wnt do for me.I want an Icon to be placed at the top left on clicking of which will generate Reports. Any Idea How it gonna be possible. Pls Reply. 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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Need Help on Reporting ???
by Singh Raina, Ajeet 22 May '08

22 May '08

I am very fascinated with Overall OTRS Features Except One .....Very Amazed at its Reporting Features. I need a report to be generated for Calls Opened , Calls Closed, Engineers undertaken the Tickets, Description regarding SLA etc. I can see the SQL Box is there but just entering query into SQL Box wnt do for me.I want an Icon to be placed at the top left on clicking of which will generate Reports. Any Idea How it gonna be possible. Pls Reply. 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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email issue
by Jamie Spence 22 May '08

22 May '08

I've solved my notification issue. Thanks to all who helped. One more issue we are having with outbound email. Outbound email is working perfectly to internat email id's (within the domain) but not to external ones. I'm thinking this must be a mail server issue and have nothing to do with the system. Any thoughts? Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

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Will this work for a dispatch type system
by Beryl Snyder 22 May '08

22 May '08

I work for a very small tech company. This system looks awesome, except I need the system to allow the techs to view and put appointment's events on each others calender. Does OTRS allow that? I looked, but did not find and option for that.

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OTRS error on WAMP env
by Ramesh.Nernuru＠cognizant.com 21 May '08

21 May '08

Hi, I'm configuring OTRS on a WAMP (Win/Apache/MySql/Perl_Php) environment. After taking otrs-2.2.6.zip and other s/w and initial modifications, I'm getting this error when I ran http://localhost/otrs/index.pl. Software error: Can't locate object method "new" via package "Kernel::System::Log::SysLog" at d:/otrs/Kernel/System/Log.pm line 73, <PRODUCT> line 36. For help, please send mail to the webmaster ( ramesh.nernuru(a)cognizant.com) giving this error message and the time and date of the error. I put a hello.pl in otrs root and it is working fine. I'm attaching Config.pm and Default.pm files also. Please suggest me where I'm lost. Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

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PostMaster Filter
by Kent Lee 21 May '08

21 May '08

Hi you all, I got a problem here. About the PostMaster Filter. My PostMaster are working fine. User send a mail to support(a)mydomain.com will be automatically created a ticket. Now I want to do some filtering. I want only allowed certain email domain to be able to open a ticket in OTRS. For example: john(a)customer_company.com alice(a)customer_company.com I only wish to allowed all the email from the domain : "customer_company" to be open ticket in OTRS. How can I do that? I try some regexp in the match header. I used the "From:" header with the value: \b[A-Z0-9._%+-]+(a)|customer_company+\.[A-Z]{2,4}\b which will match all the email with the domain: customer_company. And the set header I choose X-OTRS-Ignore to the value of "No". Which this allowed the mail to open a ticket. However, it also allowed other mail domain (Eg: yahoo, hotmail) to open a ticket too! How to solved? Help! Appreciate your help! _________________________________________________________________ Get Free (PRODUCT) RED™ Emoticons, Winks and Display Pics. http://joinred.spaces.live.com?ocid=TXT_HMTG_prodredemoticons_052008

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Need help for configuration
by DAVAUT Benoit [FR] 21 May '08

21 May '08

Hello, I'm trying to configure OTRS to match up to our needs. But here are the problems I have: - When a customer opens a new ticket or reply via the web interface, we don't receive any notification by email! Where can I set it? because I didn't find ... - The second problem is a bit of a particular case : I have company with multiple sites. For example with customer ID : DAV001 / DAV002 / DAV003 ! How can we ensure that the customer can deal with tickets for is own site (My Tickets), but see ALL tickets of various sites (Company Tickets) DAVXXX ? Because, he can handle any ticket company !! Do you understand my problem? If so, can you help me ... please ? Thanks for your help ! Best Regards, Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

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Mass create users
by bass000 21 May '08

21 May '08

Hi, I\'m new to this list, and going to implement OTRS. I have a question for you. Does it exists an sql script or an api to mass create users in the Database? From a csv file? Last cool thing would be to automate the password generation. Thanks for your answer. -- Bastien Leblanc email: bastien(a)tribuleblanc.com Site : http://bastien.tribuleblanc.com Enfants: http://www.travisjudith.info

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MyQueues
by Ed Greenberg 21 May '08

21 May '08

Under what circumstances should there be an entry in "My Queues (0)"? I have two open tickets in a queue that is marked as Mine, yet the indicator is stubbornly zero. Thanks

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