January 2009 - otrs - OTRS mailing lists

How to make custom reports?
by Marcel van Dorp 26 Jan '09

26 Jan '09

Hi All, I am new to otrs, and am using it for about a month now. I like the tool! However, I would like to be able to get a report over a certain period, with the total sum of worked time per customer. In SQL I would do (SQL statements are in CAPITALS): SELECT customer_id,count(tn) AS tickets, sum(time_unit) AS worktime FROM ticket LEFT JOIN time_accounting ON ticket.id = time_accounting.ticket_id WHERE tn LIKE "2009%" GROUP BY customer_id This will give me a list with customer, number of tickets per customer, and total working time per customer, for all tickets in 2009. This selection would be preferrably be adjustable. This list I can use to bill my customers The customer wants to know where he/she pays for, so I'll do: SELECT * FROM ticket LEFT JOIN time_accounting ON ticket.id = time_accounting.ticket_id WHERE customer_id LIKE "ACME" Where ACME is the customer name. Is there a way to do this? I use LDAP as my customer backend, and version 2.2.7 of OTRS. Thanks for any reply, Marcel

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Setting own TicketID
by Piotr Modlinger 26 Jan '09

26 Jan '09

Hello, is in OTRS something like X-OTRS-TicketID? I'd like to search the Subject of e-mail and set appropriate TicketID. Thanks, Peter

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apache faild to start after otrs upgrade
by Trasschaert Karl 26 Jan '09

26 Jan '09

Hi All, I've try to upgrade otrs 2.2.7 to 2.3.1. I've followed the UPGRADE file. After the upgrade when i try to start apache2 i've this error: [Mon Jan 26 15:34:46 2009] [error] Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at /usr/share/otrs/scripts/apache2-perl-startup.pl line 33.\nBEGIN failed--compilation aborted at /usr/share/otrs/scripts/apache2-perl-startup.pl line 33.\nCompilation failed in require at (eval 2) line 1.\n [Mon Jan 26 15:34:46 2009] [error] Can't load Perl file: /usr/share/otrs/scripts/apache2-perl-startup.pl for server poseidon.local:0, exiting... [Mon Jan 26 15:34:48 2009] [error] Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at /usr/share/otrs/scripts/apache2-perl-startup.pl line 33.\nBEGIN failed--compilation aborted at /usr/share/otrs/scripts/apache2-perl-startup.pl line 33.\nCompilation failed in require at (eval 2) line 1.\n [Mon Jan 26 15:34:48 2009] [error] Can't load Perl file: /usr/share/otrs/scripts/apache2-perl-startup.pl for server poseidon.local:0, exiting... any idea? Thx in advance _________________________________________________________________ Encore plus fort : vous partagez des photos tout en discutant sur Windows Live Messenger. http://www.microsoft.com/windows/windowslive/messenger.aspx

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where can I change Notification Master email address?
by Aung 23 26 Jan '09

26 Jan '09

Hi, I am still in learning stage with OTRS and I cannot find where to change Notification Master email address. It is coming in with otrs@domainnameaddress. Thanks in advance for your help. Kindest regards, Aung

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Re: [otrs] customer web interface - ticket creation and visibility
by Mikael Kermorgant 26 Jan '09

26 Jan '09

On Tue, Jan 20, 2009 at 11:34 PM, Mikael Kermorgant < mikael.kermorgant(a)gmail.com> wrote: > > > On Tue, Jan 20, 2009 at 11:28 PM, Mikael Kermorgant < > mikael.kermorgant(a)gmail.com> wrote: > >> Hello, >> >> I'm still trying to figure out how to get things working the right way but >> there's no much progress : >> >> I've tested this : >> $Self->{CustomerGroupSupport} = 1; >> $Self->{CustomerGroupAlwaysGroups} = ['clients']; >> >> That way, I see nothing when I log into customer view. >> >> by setting >> $Self->{CustomerGroupSupport} = 0; >> >> I get my tickets only under "Company tickets". Nothing shows under "My >> tickets". >> >> I thought it could be related to permissions so I created a "Client" role, >> which I gave ro access to all the groups. If it was a permission pb, I guess >> I've should have seen some tickets, but no. >> > > Sorry about this last sentence, I gave this role to my Agent account, not > my client one (I appear on both). After having set ro access to my client > account on right groups, I now see my tickets (with > $Self->{CustomerGroupSupport} = 1;) under "Company tickets". Still nothing > under "My tickets". > > Seems I have to find the right way to se the Client role to all clients > with "UserSyncLDAPAttibuteRolesDefination". > The problem was due to the authentication based on ldap attribute uid which holds values like jdoe, and tickets being associated to mail attribute like john.doe(a)example.com. I could get it a bit better by configuring the ldap Map for the customer like this : Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storagee -type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', ''' , 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', ''' , 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', ''' , 0 ], [ 'UserLogin', 'Username', 'mail', 1, 1, 'var', ''' , 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', ''' , 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', ''' , 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, '' var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', ''' , 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', ''' , 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', ''' , 0 ], ], }; Regards, -- Mikael Kermorgant

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How to print tickets
by Zenone di Elea 25 Jan '09

25 Jan '09

Hi! I am about to introduce OTRS in my organization but I need to meet a strict requirement. An user should be able to print (as a PDF file) ALL the tickets he locked, better if ordered as the current view, clicking on a simple link. Anybody knows if it is possible setting suitable parameters in Sysconfig? Or simple modifications of OTRS scripts? It would be great to be able to print the Ticket Status View, which I enabled in Sysconfig, since it reports an useful summary of locked tickets. Any ideas will be very appreciated. Thank you all Zenone

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add on system status
by sol sol 23 Jan '09

23 Jan '09

is it normal that the add on system status does not show info on a windows installation?

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Limit agent to one company
by João Ricardo Marques Mota 23 Jan '09

23 Jan '09

Hello. I have an OTRS 2.2.6 instalation with a LDAP customer backend. I've changed some parts of the program due to several reasons so I am very reluctant to update the installation. So far all of the strange things I have been asked be met were easily achieved using almost only the Config.pm file. Now I've been asked to limit an user agent view to a single company. He is kind of in the middle of the IT department and that company. He must not access any data from other companies and I was trying to avoid to clone an already big queue tree for this agent only. Is there any way I can give an agent access to queues but limit him to list/see/edit/touch/smell tickets from company X? Thanks in advance. -- João Ricardo Marques Mota Técnico de Sistemas Dpto. Sistemas CUPA GROUP Telf.: +34 987407024 Fax: +34 987407026 Email: jrmarques(a)cupagroup.com <mailto:jrmarques@cupagroup.com> --------------------------------- AVISO LEGAL Este mensaje se dirige exclusivamente a su destinatario. Puede contener información privilegiada, confidencial o legalmente protegida. Si ha recibido este mensaje por error le rogamos que lo borre inmediatamente, así como todas sus copias, y lo comunique al remitente. En virtud de la legislación vigente está prohibida la utilización, divulgación, copia o impresión sin autorización. No existe renuncia a la confidencialidad o privilegio por causa de una transmisión errónea. DISCLAIMER This message is intented exclusively for the named person. It may contain confidential, propietary or legally privileged information. No confidentiality or privilege is waived or lost by any misstransmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. Your must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intented recipient. AVERTISSEMENT LEGAL Ce message est strictement réservé à la personne à qui il est dirigé. Il peut contenir une information confidentielle ou légalement protégée. Si vous avez reçu ledit message par erreur, nous vous remercions de bien vouloir l´effacer de même que toute copie existante dans le disque dur, ainsi que de le notifier à son expéditeur. Selon la législation en vigueur, l'utilisation, la divulgation, la copie, ou l'impression sans autorisation sont interdits. Il n'existe pas de renonciation à la confidentialité ou de privilège en raison d'une transmission erronée.

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GenericAgent.PL+GenericAgent.pm and the escalations from GUI
by sanjeev rao 23 Jan '09

23 Jan '09

Hi I have set the job as #Consumer Support L1 'move escalation ticket to experts and execute Consumer Support L1 Card' => { # get all tickets with these properties Queue => 'Consumer Support L1::Card', Escalation => 3, # new ticket properties New => { Queue => 'Support::Operations::Operation Escalations', # your program (/path/to/your/program) will be executed like # "/path/to/your/program $TicketNumber $TicketID" ARG[0] will # be the ticket number and ARG[1] the ticket id # CMD => '/path/to/your/program', }, }, then running the GenericAgent.pl in cron job for 5 minutes IN GUI i have setup the Escalation - First Response Time: 3 Minutes (0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) t But the tickets are getting escalated based on the cronjob only, is there any way i can setup the First Response set time? please guide me

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How to turn off email validation?
by Alex 22 Jan '09

22 Jan '09

Great program! Everything is wonderful! But I can't find one thing: how to tune register graphs on the customer page (customer.pl), without any confirmation of his email (I am afraid that most of email system now blocks a lot of email and most clients won't manage to activate their registration). Best Regards, Alex.

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