August 2008 - otrs - OTRS mailing lists

Respond without locking
by Lars Jørgensen 13 Aug '08

13 Aug '08

Hi, Is it possible to compose an email response to an unlocked ticket without becoming the owner? -- Lars

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Otrs 2.3.1 and ITSM modules
by Guyard Marc NIS 13 Aug '08

13 Aug '08

Hi, I've test the new otrs 2.3.1 but i've a problem when i use ticketZoom : Can't locate object method "AllLinkedObjects" via package "Kernel::System::LinkObject" at ../..//Kernel/Modules/AgentTicketZoom.pm line 477. I've check the file AgentTicketZoom.pm. This file was modified by ITSMTicket and use a function call AllLinkedObjects who don't exist in 2.3.1. I think ITSM 1.1.2 is not compatible with 2.3.1. Can someone confirm me that ? Cordialement, [cid:image003.jpg@01C8FC96.E065EFD0] Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com<mailto:m.guyard@orange-ftgroup.com> Network Integration Services, 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com<http://www.orange-business.com/> [cid:image004.jpg@01C8FC96.E065EFD0]

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Customer & ticketFreeText
by Marco Vannini 12 Aug '08

12 Aug '08

Hi all, Is there a way for a customer to update a ticketfreetext not in just in new ticket notification ? I try to explain a little bit more. We use only web interface for customer & agent. Customer send us request for installation, fault analisys and other. If a request end with a problem, it must be closed with a defect (managed by mercury test directory). both customer and agent are able to open defect so both must be able to close unsuccessfully ticket compiling a ticketfreetext "Defect" but I'm not able (as customer) to see that field in other place out of "New Ticket". I'm still on 2.2.6 (waiting for fedora update to 2.3.1) Thank you in advance. -- Marco Vannini msn: marco69v(a)hotmail.com talk: marco.vannini(a)gmail.com

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working with queues and working time (calendars)
by Alexandre Silva 12 Aug '08

12 Aug '08

Hi, I'm a new user of the OTRS system (in the learning stage still). I'm having some problems when using queues and calendars. I need to be able to receive the tickets into different queues according to the time schedule. I have created 3 different calendars which are differently assigned to separate queues. Eg. Suport1, support 2, suport3, and they are sub-queues or RAW. The only problem here is that I have only one email address to receive all incoming tickets. I noticed that the incoming tickets all goes to RAW and does not take consideration of the time schedule. How should be the configuration of such scenario? Any hints would be greatly appreciated. Thanks Alex

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Graph PIE
by Mahmoud Korayem 12 Aug '08

12 Aug '08

Hi all I want to make a graph-pie which elaborates the number of the issues in each state (opened,closed,new ... etc) Please help me since this report is very important to me, I want to use OTRS and what is preventing me from starting depending on it is the graphical reports. This is the summary of the stat: ===================================== Information about the Stat Stat#: 10001 Title: Overview about all tickets in the system Object: Ticket Description: Current state of all tickets in the system without time restrictions. Format: graph-pie Graphsize: 800x600 Sum rows: No Sum columns: No Cache: No Valid: valid X-axis State: closed successful closed unsuccessful merged new open pending auto close+ pending auto close- pending reminder removed Value Series State Type: closed merged new open pending auto pending reminder removed Restrictions No element selected. ===================================== Each time it gets me this error: ===================================== Error: You use invalid data! Perhaps there are no results. Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Aug 12 17:05:24 2008 Message: You use invalid data! Perhaps there are no results. Traceback (7364): Module: Kernel::Output::HTML::Layout::Error (v1.104) Line: 1284 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.104) Line: 1263 Module: Kernel::Modules::AgentStats::Run (v1.61) Line: 2162 Module: Kernel::System::Web::InterfaceAgent::Run (v1.33) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 ===================================== Thanks in advance. -- Mahmoud Korayem System Administrator SWS Si-Ware Systems 3 Khaled Ibn Al-Waleed Street, Heliopolis, Cairo, Egypt PO Box 11361 Cell: +201 00 56 26 17 Tel : +202 2266 7344 ; Ext :111 Tel : +202 2266 7885 ; Ext :111 Fax : +20 22 268 4705 www.si-ware.com

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Agent's phone number in signature?
by booger＠post.pl 12 Aug '08

12 Aug '08

Hello, In signature I can put agent's first name and last name by putting <OTRS_Agent_UserFirstname> <OTRS_Agent_UserLastname> tags in it. But I want also to insert agent's direct phone number there. Unfortunatelly I don't see the "Phone number" field in agent's data, so I thought that I will put it in "Comment" or "Salutation". But what <OTRS_Agent_???> field should I use? Is it possible to do that that way? Thanks in advance for any help. -- Arek

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Signing outgoing email tickets
by Henry 12 Aug '08

12 Aug '08

Greetings everyone, I'm using OTSR 2.3.1. I'm trying to configure OTRS to sign all outgoing email tickets using it's PGP facility. I've followed "How to use PGP (OTRS >= 2.0.x)" http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=5&ItemID=78 as closely as possible, but the option to sign an email ticket is nowhere to be seen thereafter. I've created the keys as the otrs user, etc. The Sysconfig->Crypt::PGP config I'm unsure about. The FAQ mentions: "o PGP::Key::Password -> passwords for private keys -> secret_keyid -> password " but I'm not sure what to stick in the two fields: Key: (the 9 char hex string as displayed by gpg --gen-key?) Content: (no idea what to enter here, fingerprint/passphrase, something else?) Any pointers would be appreciated. Regards Henry

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All <OTRS_ tags list?
by Mike Lykov 12 Aug '08

12 Aug '08

Hi ! Developers, please, tell me where i can find all <OTRS_ tags for use in my responses/signatures forms? I find this faq article - http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=5&ItemID=186 but it's too old and incomplete (maybe for old version?) for example, i try to use <OTRS_TICKET_Changed> tag, but .... 742:AgentTicketCompose.pm # cleanup all not needed <OTRS_TICKET_ tags $Data{$_} =~ s/<OTRS_TICKET_.+?>/-/gi; and this tag counted as "not needed" and replace with "-" in my message (but it listed and recommended!) All what i need (ideally) - tag for articleid (current text article inside all ticket structure) or combination of ticketid, date, current answering agent and customer id, that unambiguously define current agent answer article in ticket structure (less acceptably). -- Mike Lykov System Administrator, Domain Name Registrar REG.RU http://www.reg.ru/ +7 495 580-11-11 int. 504

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Query for leading time without waiting for customer
by Mikhail Pauw 12 Aug '08

12 Aug '08

Hello all, I was wondering if somebody know a query which returns al list of tickets with their start time, end time, absolute leading time and the leading without the time that the ticket has the status waiting for customer. Thanks in advance, Mikhail Pauw m.pauw(a)yucat.com <mailto:m.pauw@yucat.com> Tel: +31 (0)343 529 529 Fax: +31 (0)343 529 530 Yucat mobile business solutions Postbus 208 * 3970 AE Driebergen Hoofdstraat 248 * 3972 LK Driebergen info(a)yucat.com <mailto:info@yucat.com> * www.yucat.com <http://www.yucat.com/> Disclaimer The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

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Help with module MatchBDSource
by José Mestre 12 Aug '08

12 Aug '08

Hi, Can someone explain me how to use the MatchDBSource prefilter module ? Thks

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