October 2009 - otrs - OTRS mailing lists

Preventive maintenance
by Aquiles Cohen 09 Oct '09

09 Oct '09

Hi, I'm using OTRS with ITSM 1.3.1 in my Organization. i've all the computer CI's on CMDB. My question is. It's any way to do preventive maintenance to those CI's. Any clues to make this. thanks Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

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Having predefined subject themes
by Martignier, Philippe 08 Oct '09

08 Oct '09

Hello there, I am trying to reproduce others ticketing softwares functions and one is the predefined subject themes. I am not talking about predefined answers but predefined subjects themes during the input of the ticket (on the agent side only). This helps for statistics After reading, trying, tweaking and so on I did one thing that looks like that but that doesn't satisfy me at 100%. Here is what I did: Creating freefields from the sysconfig menu, then ticket, core ticket free text Then you can create a combo that allows you to choose the right topic but : - you can not do it during the initial input of the ticket (you have to go to freefields AFTER the ticket is saved) - having separate departments with their own queue, I have to show ALL predefined topics and not the ones related to the department in question (I did several drop list but it annoys me that the finance departments can look the topics of one other department for example) I hope I am clear enough as english is not my mothertongue :) Thanks for any ideas (It is my fourth week with OTRS so I hope I am missing a "special" feature) Greetings, Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB I Office : 2,4 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Manually removing multiple customer ID's on ticket creation
by Jeff Travers 07 Oct '09

07 Oct '09

We have multiple users belonging to multiple companies or in our case locations. I've followed the recommended steps in the admin manual by assigning each customer the same customer ID (separated by a semi colon). When an agent opens a ticket for the Customer, the Customer ID field is auto-populated with the multiple customer ID's assigned to that specific Customer. The agent then has to manually remove the Customer ID's (locations) that are not applicable. Can anyone recommend a better solution that wouldn't involve our agents having to manually remove each Customer ID that the ticket does not apply to?

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Responses and populating the TO: field
by Stephen Hall 07 Oct '09

07 Oct '09

In a quest to make things as easy as possible for our OTRS users, im looking to use Responses a lot. As part of this, i need to send a response as a hand off to another area which doesnt use OTRS, and therefore the handoff will be done by a Response, and then setting the To: field to the area who this is being sent to. Is it possible to assign a TO: field to be populated when a response is selected by the agent? Thanks in advance!

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E-mail problem
by benjamin anamoah 07 Oct '09

07 Oct '09

Hi, I want to know how i can add more users to the otrs system. I am now using the default settings and only one user can be added and the e-mail is popping up as an error. How can i add more users. Secondly, how can different e-mail be set for different customer<->users and customer<->groups Please i need some more explanation. Benjy

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OTRS 2.4.3 installation in existing MYSQL and APACHI
by Pradeep Kumar 07 Oct '09

07 Oct '09

HI, I have mysql and apachi installed in my system. Now I want to install OTRS 2.4.3 in existing mysql and apachi. How I can do this? Can I get any step by step guide. Regds Pradeep

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Error Kernel::System::Ticket::TicketNumberLookup ERROR Database disconnected
by Bastien Leblanc 07 Oct '09

07 Oct '09

Hi, I get a lot of these errors in the log file, but all seem to be running fine: [Wed Sep 30 14:35:24 2009][Error][Kernel::System::Ticket::TicketNumberLookup][637] ERROR Database disconnected, SQL: 'SELECT tn FROM ticket WHERE id = ?' Any idea of what is the problem? Bastien.

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External CustomerDB
by Martin Oldin 07 Oct '09

07 Oct '09

Hi, I have raised this issue before without any response. Could it be that I am the only one who have expirienced this? When we use the CustomerUser::DB to get customer data into our helpdesk from SuradoCRM placed on a MSSQL2005, extended characters looks bad. If we change the Default CharSet to iso-8859-1 (in the config.pm) it's just fine, but then we get problems with characters in internal emails and some views in the OTRS interface. In the LDAP module we have the option to define source and destination charset: SourceCharset => 'iso-8859-1' DestCharset => 'utf-8' I would very much like to do something like that with the database module. Anyone has any idea how to achieve that? Any other suggestion on how to resolve the problem is very welcome. - martin

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External database and OTRS
by Gazizov Aydrey 07 Oct '09

07 Oct '09

Good afternoon to all! Please help me with the decision of the following problem. I have: otrs versions 2.4.1 installed on one server and a database (Oracle) with customers and their info (names, e-mails, tel etc) on other server. Task: to carry out inquiry from otrs to a remote database, to search for clients in this database, their contacts (e-mails, tel.) etc. It is possible in otrs? -- Best regards, Andrey Gazizov

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Notifications contain Article content
by Misha 07 Oct '09

07 Oct '09

Hi, I've configured a notification to be sent to the customer when the state of the ticket changes to pending auto close+. The ticket changes to this state when an agent replies to a notification by e-mail. The thing is: When an agent replies to a notification, and so changes the ticket-state to auto-close+, the configured notification to the customer is beeing sent fine, but it contains the complete content of the e-mail sent by the agent. I didn't configure the notification to contain all that, but only to contain one fixed line of text. Why is the content of the message/article included in the notification and how can this be prevented? Thank you in advance! Regards, Misha

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