October 2009 - otrs - OTRS mailing lists

How do I create Reports in OTRS
by Marretta, Rosanna 30 Oct '09

30 Oct '09

Hi Can somebody please tell me how to create reports in OTRS? I need to produce reports on what calls have been closed that day and have them emailed. Thank you in advance. Rosanna

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Looking for OTRS features "on-call service" and "shitfworking hours" in Dashboard box
by MMoj＠timocom.com 30 Oct '09

30 Oct '09

Hello OTRS Mailing-List, I´m looking for some feature in OTRS and if it is possible to enable something like that. 1.) I need a way to enable something like a calendar/box for upcoming server maintenance just like in the Dashboard the upcoming event box for tickets (See attached file: otrs_feature.jpg) 2.) The second thing I´m looking for is another Filed in OTRS (like the upcoming event box) where the Agents are listed that have "on-call service" and who has which shift. Is there a way, or has somebody already enabled features like that to maintain the overview about "working hours" and "on-call service" in the Dashboard?! Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Link configuration item to Ticket
by Manikandan Kandasamy 30 Oct '09

30 Oct '09

Hi, Before closing Ticket, Agent must link at least one configuration Item * compulsorily.* Could you help me where to do the changes? Regards, Mani

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Customize "Compose answer (email)" form
by Altangerel 30 Oct '09

30 Oct '09

Dears, I want to customize the form "Compose answer (email)". Even though I've just created the response for certain queue, when agents compose answer to customers the text fox is filled by default texts besides the texts that are written by me. So I want to delete these default texts. Also I want to insert customers email address into "To" field automatically. How can I do these? I did not find source code of that form. -- Altangerel Ganbold

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otrs on linux + MSSQL, which linux distro?
by Leonardo Certuche 30 Oct '09

30 Oct '09

Hello there, I've been trying to connect my OTRS on linux to a MSSQL database without success. After reading http://www.savelono.com/linux/how-to-configure-linux-odbc-connections-for-m… http://www.linuxjournal.com/article/6636, it's clear that I need freetds and unixodbc in order to configure the ODBC but I also need perl-DBI and perl-DBD-ODBC in order to allow OTRS to actually use the mentioned ODBC. I've tried with fedora 11 in which the freeTDS part works great but the perl-DBD-ODBC does not. On the other hand I tried with opensuse 10.3 in which the per-DBD part is working but the freetds is not. I just want advice on which linux distro use in order to easily accomplish this setup. I'm willing to compile from source anything, I just want some directions from people who have successfully accomplished this kind of connection. Thanks in advance for your help, Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certuche(a)itcon-ltda.com www.itcon-ltda.com Cra 31 # 54-10 TECNOSOFT Medellín, Colombia

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How to configure a notification to let a group of people know that a ticket was closed
by Agustin de Landa Gil 29 Oct '09

29 Oct '09

Hello, I have a question: How can I configure OTRS so that it sends an email to the customer and to a group of people when this ticket is closed. Thanks, Agustín.

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The end (for pending tickets) is near!
by Ove Vogel 29 Oct '09

29 Oct '09

Hi! Hope this is a simple one but I cannot figure out any solution myself. I want to create a reminder ticket for when a certificate expires but the range for the dates seems to be stuck in ancient times. The pending page allows me to set a pending date in the previous century but it would be a bit more meaningful to be able to set it in the future. The range ends 2010-12-31 and my certificate expires in 2012. Any hints how i adjust the range for the dates for pending tickets? Ove Vogel

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Customise Dashboard
by Marretta, Rosanna 29 Oct '09

29 Oct '09

Hi, I need to know how to show extra information on the dashboard, i.e. who owns the call etc.. Can anybody please help? Thanks Rosanna

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Re: [otrs] LDAP authentication problem (Urgent)
by Dejan Miklavcic 29 Oct '09

29 Oct '09

Hi Altarangel, Did you check that all your users have email in AD ? I had similar problems because of lack of emails entered. rgds, Dejan Miklavcic

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Re: [otrs] Bulk action - changing owner
by James Morgan 29 Oct '09

29 Oct '09

What version of OTRS and what browser are you using. You probably shouldn't have a root@localhost user. Initial user while ticket is status new and unlocked is meaningless. James. -----Original Message----- From: Ilya Kornev <feldpost-(a)mail.ru> Sent: Thursday, 29 October 2009 11:53 PM To: otrs <otrs(a)otrs.org> Subject: [otrs] Bulk action - changing owner Hello, I'd like to change the owner of several new tickets (by default they belong to the root@localhost user). When I select them in QueueView, click the Bulk Action button and choose the owner, I receive the following error Error: No TicketID is given! Comment: You need min. one selected Ticket! What am I missing? Regards, Ilya Kornev --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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