October 2009 - otrs - OTRS mailing lists

Bulk action - changing owner
by Ilya Kornev 29 Oct '09

29 Oct '09

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

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Re: [otrs] Triage a ticket
by James Morgan 29 Oct '09

29 Oct '09

Yes, one simple way is to create a queue for your agents to work in and then a triage one for the managers. Don't give the agents permission to work on the triage queue and set the triage queue as default for incoming mail. Then simply get your managers to move tickets into the agent queues as they are triaged. -----Original Message----- From: Keith Meyer <kmeyer(a)crystalink.net> Sent: Thursday, 29 October 2009 5:46 AM To: otrs(a)otrs.org <otrs(a)otrs.org> Subject: [otrs] Triage a ticket Hello, I was wanting to know if there is a way to 'triage' a ticket so it would require a person (manager, supervisor, etc) to approve it before it is sent on to the agents? Thank you, Keith Meyer

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Re: [otrs] Move Tickets that are locked
by James Morgan 29 Oct '09

29 Oct '09

Take ownership, move it, then assign ownership back. -----Original Message----- From: Shue, Daniel G. <DGShue(a)co.randolph.nc.us> Sent: Thursday, 29 October 2009 11:19 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Move Tickets that are locked Thanks for the responses guys! I was looking for a way to leave the owner and the 'lock' with the agent, just move it from my queue, to their queue. The other agent locked the ticket while it was still part of my divisions queue. In other words, I don't want to have to take ownership to move it. Can this be done? Daniel From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Morgan Sent: Thursday, October 29, 2009 1:40 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Move Tickets that are locked Set yourself as the owner of the ticket? James. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shue, Daniel G. Sent: Thursday, 29 October 2009 12:41 PM To: User questions and discussions about OTRS. Subject: [otrs] Move Tickets that are locked I'm trying to move a ticket that is locked/owned by another agent. I have full control to the system, an admin. However, I can't move that locked ticket: Warning: Sorry, you need to be the owner to do this action! Any ideas as to how I can work around this? TIA Daniel ________________________________ This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email. ********************************************************************** This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email.

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Triage a ticket
by Keith Meyer 29 Oct '09

29 Oct '09

Hello, I was wanting to know if there is a way to 'triage' a ticket so it would require a person (manager, supervisor, etc) to approve it before it is sent on to the agents? Thank you, Keith Meyer

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Dashboard: "7 Day Stat" is not working
by Altangerel 29 Oct '09

29 Oct '09

Hi all, I'm using OTRS 2.4.4. The 7 Day Stat panel on the dashboard does not show anything and there is only error report. Unable to load Flash content. The Charts Control requires Flash Player 9.0.45 or higher. You can download the latest version of Flash Player from the Adobe Flash Player Download Center <http://www.adobe.com/go/getflashplayer>. However I've installed adobe flash player on both site server and client, that error message never changed. What is the solution? -- Altangerel Ganbold Watch out you don`t get crushed under somebody else`s wheel of fortune. Stanislaw Jerzy Lec

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reminder tickets..
by Sarper SARIDAL 29 Oct '09

29 Oct '09

Hello, If you create a reminder ticket or just zoom a ticket and set it as a waiting (pending) ticket. You see it in the dashboad right pane. Is it possible to remove the reminder and turn it into a real ticket so it goes back to the dashboard open tickets again. If it's not possible, Is it possible to make a ticket be in the "pause / pending" state and then resume it when the responsible have the time to work on it. I may be going in the wrong direction and there can be other ways so i'm waiting for all ideas.. Regards, Note : By the way did any of you used otrs manager? It's a software i found on the net.

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LDAP Sync Does NOT work! v2.4
by Josh Higgins 29 Oct '09

29 Oct '09

Agent LDAP Sync doesn't appear to work at all in OTRS 2.4! This worked great in 2.3, but appears completely broken in 2.4, even when following the *exact* sample config shown in the admin book, or using a known-good configuration that worked in 2.3. After upgrading to 2.4, new users are not able to log. They get the error: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. I've seen others post on the list with similar errors, and none of those problems were resolved to my knowledge. Users: Do NOT upgrade to OTRS 2.4 if you use LDAP sync for agents, because it will not work no one will help you! OTRS STAFF -- IF THIS IS BROKEN PLEASE LET US KNOW!! Or give us some info to help troubleshoot or debug the problem. Does anyone know if the old LDAP module from 2.3 can be used with 2.4? Thanks, Josh Higgins

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Re: [otrs] Dashboard - Closed Tickets Module
by James Morgan 28 Oct '09

28 Oct '09

Not on the dashboard, but easily done in search. -----Original Message----- From: Jason Dupuy <it.manager(a)globalproductsinc.com> Sent: Thursday, 29 October 2009 7:45 AM To: otrs(a)otrs.org <otrs(a)otrs.org> Subject: [otrs] Dashboard - Closed Tickets Module Has anyone created a "closed tickets" section on the dashboard? Would be nice to have a quick place to see closed tickets for the day... Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Keith Meyer Sent: Wednesday, October 28, 2009 1:27 PM To: otrs(a)otrs.org Subject: [otrs] Triage a ticket Hello, I was wanting to know if there is a way to 'triage' a ticket so it would require a person (manager, supervisor, etc) to approve it before it is sent on to the agents? Thank you, Keith Meyer

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Re: [otrs] Ticket Templates
by James Morgan 28 Oct '09

28 Oct '09

Have a look under responses in the administration area. Remember to assign them to queues though! James. -----Original Message----- From: Jason Dupuy <it.manager(a)globalproductsinc.com> Sent: Thursday, 29 October 2009 3:04 AM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: [otrs] Ticket Templates We use a Outlook templates for some help-desk emails. Is there a way to make different templates for the front-end users? Something like a pull-down, to select a certain ticket/template? Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter Beckman Sent: Tuesday, October 27, 2009 8:41 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] New to OTRS On Tue, 27 Oct 2009, Jason Dupuy wrote: > Still working on the specifics but I'm stumbling on the email settings. > I'm just about ready to go into production, but confused about the > email settings. Why are you sending out emails with the technicians email address? If people email help.desk(a)xxx.com, you should reply from help.desk(a)xxx.com. As long as the client replies with the ticket number in tact (which they mostly do), you can have the ticket locked to the technician who last responded. The technician should NOT reply to the client from their own email client, if you want OTRS involved in everything. The reason: the replies are sent directly to the customer from the email client, and not stored in OTRS, thus minimizing the value of OTRS: keeping a record of all communication with the customer. Process flow: 1. Customer emails help.desk(a)xxx.com 2. OTRS pulls it in 3. Technicians LOG INTO OTRS ON THE WEB after getting email notifications to their individual accounts 4. If the ticket is locked to them or is a reply, it will be in the "Requiring Response" section of the Dashboard. If not, it will be in the "new ticket" section 5. They click on it, read it, then compose (click empty message by default) IN OTRS a reply. This reply will go out as "From: help.desk(a)xxx.com" 6. Customer replies go to help.desk(a)xxx.com 7. OTRS will store a copy, as well as lock the ticket (by default 3 days I think) to the responder. If the customer responds in that time, the ticket is locked to that tech. If after 3 days, any tech can pick up the ticket and respond, as well as see the entire history of that ticket, regardless of who responded. > Am I making sense at all? No. :-) --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ --------------------------------------------------------------------------- --------------------------------------------------------------------- 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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Search by Ticket# fails
by Anderson, Ken 28 Oct '09

28 Oct '09

Using ver 2.3.4... When I attempt to search by Ticket# only, I must first select a Search Template. If I don't, I don't get any records back. If I select a template, and then attempt to search by Ticket#, the return set should, but does not, return only that ticket. It ignores the additional criteria that I specify. What do I need to do to be able to search for just one ticket? Thanks, -Ken Ken Anderson Manager, Managed Services OA Solutions Victoria*Vancouver*Edmonton tel. (250) 385-4333 x219 fax. (250) 483-3380 ken.anderson(a)oasolutions.ca<mailto:ken.anderson@oasolutions.ca> www.oasolutions.ca<http://www.oasolutions.ca/> Please note that effective October 1, 2009 OA Solutions' Victoria Office has moved. Our new address is: 200 - 702 Fort Street Victoria, BC V8W 1H2

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