June 2008 - otrs - OTRS mailing lists

SSO
by Sam Ami 25 Jun '08

25 Jun '08

Hi All If anyone is aware of a recent howto SSO for OTRS, please let me know. I'm aware that apache 2 comes with "mod-auth-kerb" which can be used for SSO but i can't find any documentation specific about setting up OTRS any help would be appreciated

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How can I select more than 28 tickets for bulk action?
by David Baratech 25 Jun '08

25 Jun '08

Hi all! I have been reading the whole OTRS manual, and I found some tips. For example in my queue view now I can view more than 25 tickets (actually I see 100 tickets). However, I'm not able to select the whole tickets for bulk action; When I try it, I only get 28 selected tickets in the bulk action screen, and not the hundred I tried. Does anyone knows wich filed must I modify in order to select all available tickets for bulk action?, and then in the bulk action screen be able to see all these previous selected tickets ready for a bulk action? Thank you and best regards! -- David

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Agent Notifications
by Laurent Minost 25 Jun '08

25 Jun '08

Hi, Is there any way to have all agent being notified and NOT ONLY the owner of the ticket when this one does an action on it (a reply to the customer eg.) ? Thanks by advance, Best regards, Laurent MINOST

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Subject without Ticketnumber (TicketSubjectClean)
by Markus Nagel 25 Jun '08

25 Jun '08

Hello all, by searching a solution for building subjects in answers without Ticketnumbers, I found a sub called TicketSubjectClean. I'm not really fit in perl, but as far as I understand the code, it cleans out the Ticketnumber from the subject. Does anybody know where to activate this param? I'm using otrs 2.2.6 with ITSM 1.0.6 Thanks in advance

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Re: [otrs] SystemMonitoring plugin with multiple nagios services
by Klaus Bruno 25 Jun '08

25 Jun '08

Hi Lars Exactly. The SystemMonitoring Postmaster Filter is (afaik) executed before any other postmaster filter. If you set the FromAddressRegExp with the names of your Nagios servers, the package will be executed and the values are parsed. After that you have to define some "normal" postMaster filters like: Match Header nagios(a)server1.com (and other header options you like) set: X-OTRS-Service, X-OTRS-Queue etc. With this, you can define on which Nagios server, which host or service is dropping a ticket in which queue with which priority and all oter stuff you need. It is in fact a very satisfying solution! regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jose Manuel Ferrer Mosteiro Sent: Wednesday, June 25, 2008 11:46 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] SystemMonitoring plugin with multiple nagios services You mean that the value of FromAddressRegExp is something like "nagios\@server1\.com|nagios\@server2\. org". Then create filters to send tickets to the queues. That's right? Klaus Bruno escribió: > Hi Lars > > it does it by design. > If you look at the config options in SystemMonitoring (Core::PostMaster) then you will see that the Key CloseTicketRegExp is (hopefuly) set to OK|UP. These messages are sent by Nagios if the problem is solved. > > Perhaps you dont have modified FromAddressRegExp yet to identifiy your Nagios server? > > regards, > Bruno > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen > Sent: Tuesday, June 24, 2008 3:19 PM > To: 'User questions and discussions about OTRS.org' > Subject: Re: [otrs] SystemMonitoring plugin with multiple nagios services > > hi Klaus, > > >> I have three nagios servers which genereates tickets in >> different queues based on the From and Body of the messages and set X-OTRS-Queue and >> X-OTRS-CustomerNo >> > > Have you found a way to close tickets when Nagios sends recovery notifications? > > > -- > Lars > _______________________________________________ > 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? > =tp://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? > =tp://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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SLA Reporting in OTRS
by Alistair McGlinchy 25 Jun '08

25 Jun '08

Hi, I have recently started using OTRS and can quickly generate a report showing how many tickets were in each SLA. However I can't see how to separate them in to which ones passed or failed the SLA. If that isn't possible is it possible to get average and maximum ticket duration times (close time - open time). Any clues would be gratefully appreciated. Cheers Alistair

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Integrating with outside ticketing system?
by Jason B. Loven 25 Jun '08

25 Jun '08

Good day all! Has anyone done any work to integrate OTRS with an outside ticketing system? We have to work with an outside vendor that generates emails from their ticketing system about systems they monitor for us. Creating the initial tickets in OTRS is easy but we'd like subsequent emails from them to be added to the existing OTRS tickets. Their emails contain their ticket number for reference and I was thinking of using the free fields. Just wondering if anyone has done something similar? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <blocked::mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <blocked::http://www.cainetserv.com/>

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OTRS with Zabbix?
by Nielson, Adam 25 Jun '08

25 Jun '08

Ive seen talk of using OTRS with Nagios but can you use it with Zabbix? Thank you, Adam Nielson

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Email problem
by Daniel Castro 24 Jun '08

24 Jun '08

Hi, I am trying to configure OTRS to send an email to a specific person when the client create a ticket. For example, I want that as soon as every ticket creted in Queue1 the server sends an email to supportanalyst1, Queue2 supportanalyst2 and so ever... Thank you very much, -- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: danielti(a)gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria

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Problem with Agent Ticket Print
by Matias N. Sliafertas 24 Jun '08

24 Jun '08

I am trying to configure OTRS to print some values in the AgentTicketPrint.pm , but i can't selects these specifics fields, because the ticket's prints is printing wrong , anyone can help me ? thnx -- ----------------------------------------------------------- ----------------------------------------------------------- Matias N. Sliafertas

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