July 2008 - otrs - OTRS mailing lists

Show locked ticket in My Queue
by Ann Lee 11 Jul '08

11 Jul '08

Hi, Is it possible to show locked ticket in My Queue? When i locked the ticket, it shows nothing in My Queue eventhough i'm the owner of the ticket. Or My Queue is used to show tickets that are unlocked only? Regards Ann

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Show Locked Ticket in My Queue
by Ann Lee 11 Jul '08

11 Jul '08

Hi, Is it possible to show locked ticket in My Queue? When i locked the ticket, it shows nothing in My Queue eventhough i'm the owner of the ticket. Or My Queue is used to show tickets that are unlocked only? Regards Ann

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Automatic Customer ID
by Hooman Mesgary 10 Jul '08

10 Jul '08

Hi, How can I set the customer Id automatically? Regards, -Hooman -- http://mesgary.com

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Default Agent for Queue
by Hooman Mesgary 10 Jul '08

10 Jul '08

Hi, How can I set a default agent for a queue? I mean when a new ticket is created in queue Q or a ticket moved to queue Q, it automatically assigned to agent A. Regards, -Hooman -- http://mesgary.com

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Correct way to move from 2.0.x to 2.2.7 on new hardware/server?
by Andrew Stesin 10 Jul '08

10 Jul '08

Dear collegues, we are running OTRS 2.0.x in production on FreeBSD 6.x + apache 1.x. Now we need to secure some minimal (in order of minutes) interruption of service while moving to 2.2.7. Here below is my step-by-step plan to achieve this; what I'd like to ask you is your comments, additions and suggestions - is the plan correct? what are my mistakes? is it suboptimal, maybe? Thanks in advanse. 1. Install new hardware server, install and configure FreeBSD 7-STABLE (as of today) on it. Install up to date ports and packages. (this has been DONE). 2. Install up to date Perl, Apache 2.x and MySQL 5.x on a new system (this is in progress now). Install OTRS 2.2.7 but skip initalization of the database (is it correct?) 3. Run ~otrs/scripts/backup.pl -d /var/tmp -c bzip2 -t fullbackup on an old 2.0.x system. This should give a complete packed copy of an old installation. Problem #1. bash-2.05b# time ./backup.pl -d /var/tmp -c bzip2 -t fullbackup Backup /var/tmp/2008-07-04_11-58/Config.tar.gz ... tar: Kernel/Config/GenericAgen*.pm: Cannot stat: No such file or directory ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ ????? tar: Error exit delayed from previous errors. failed Backup /var/tmp/2008-07-04_11-58/Application.tar.gz ... ^Cfailed ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ went asleep, probably forever Dump MySQL rdbms ... done Compress SQL-file... done real 25m30.840s user 15m11.339s sys 0m32.480s bash-2.05b# What I'm doing wrong? Or do I need to stop apache before running ./backup.pl ? 4. Suppose I got a correct nice backup of the 2.0.x install. Ok now I copy the backup to a new system and run restore but database only (BTW how do I do this, namely - restore database without overwriting everything else? Or maybe it's better to restore full backup first, and install 2.2.7 over it then? 5. Ok this way or that, but I have a copy of old DB and config on a new system, but with 2.2.7 code. Now I run conversion scripts 2.0-to-2.1, 2.1-to-2.2. Voila? Will I have a ready new OTRS 2.2.7 system with all my data preserved at this moment? Thank you for your time and help! WBR, Andrew

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Automatic creation of tickets for reccurring maintenance tasks
by Charaoui, Jerome 10 Jul '08

10 Jul '08

Hello, I'm wondering if OTRS supports creating pre-defined tickets automatically at certain intervals of time. For example, let's say someone should check the logs of some server every week, a ticket would be created automatically every Monday for this task. I've read about the Generic Agent, but it didn't see anywhere that it could also create tickets. Thanks, -- Jérôme Charaoui <jcharaoui(a)cmaisonneuve.qc.ca> Service informatique - Collège de Maisonneuve

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IMAP in 2.3 beta 4
by Igor Bilis 10 Jul '08

10 Jul '08

I've successfully gotten emails with IMAP set up but only if I click on Run in the set up. How do I make it fetch the emails via IMAP automatically or right away without having to click run every time? I'm running OTRS on windows XP host. Thanks, Igor

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SystemMonitoring - Multiple systems?
by Jason B. Loven 08 Jul '08

08 Jul '08

Can the SystemMonitoring module handle multiple different external systems? We receive tickets from several different outside ticketing/trouble systems and I'd like to be able to handle them automatically. Looking at the SystemMonitoring plugin it appears it can only handle one outside system? 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 SLA Reporting
by Alistair McGlinchy 08 Jul '08

08 Jul '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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OTRS with Oracle
by amir younas 08 Jul '08

08 Jul '08

Dear Sir, I have configured the OTRS with Oracle and it's working fine. But when I am adding ITSM packages for Config Item then sample data for Config Item is not adding in database. But if i add these pakcages using MYSQL database sample data is added in MYsql db. Sir, Please advise me why is this behavior is with oracle. I am using 2.2.7 version with ITSM 1.1.2. Your immediate help is highly appreciated. Thanks. Best Regards, Amir _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

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