October 2009 - otrs - OTRS mailing lists

Re: [otrs] Is it possible to announce server maintenance toallagents in otrs?
by James Morgan 23 Oct '09

23 Oct '09

Thinking about it more, this approach may not quite work for you since it relies on agents to visit the dashboard and check. Another solution could be to install the calendar package and then create an appointment from the current time until you want it to expire. >From memory this displays in the notification area at the top of most pages and will also do the dashboard. Might be better? -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 9:20 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to allagents in otrs? I´ll give it a shot. 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 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 12:09 Subject: Re: [otrs] Is it possible to announce server maintenance to allagents in otrs? Sent by: otrs-bounces(a)otrs.org Something made me think it had an rss module in addition to the otrs one. But yes, changing the otrs one to point to a local file could work well. What do you think? -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 8:58 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sure it does, but there are the news from the OTRS website. So your point is to point to a local html / rss file to display it in the system? 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 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 11:44 Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sent by: otrs-bounces(a)otrs.org Can't remember, but doesn't the dashboard have an RSS feed reader? Maybe you could publish your notices as RSS and use that? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Fri 23/10/2009 8:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? We are using IBM Lotus Notes and Sametime, but my boss wants something like the "Upcoming Events" box on the right side of OTRS. Now I am looking for a way to enable such a feature if possible. 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 Inactive hide details for "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start < http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start at the cheapest possible end and run OT <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "James Morgan" <james.morgan(a)vernet.net.au> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 15:01 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ Depends how tricky you want to be about it. You could start at the cheapest possible end and run OTRS inside of a frameset with the top frame for your announcements with a meta refresh tag. From there you could move up to editing the template to put it at the top of the screen. You could even write some Perl to do it. That said, I think you'll find the best solution is something you can run independantly of OTRS. Maybe an instant messenger service like Jabber running on the client machines could do the job for you? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Thu 22/10/2009 11:44 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Thats the way I wanted to solve it, but you know, somethimes that is not enough to make announcements by e-mail out of OTRS. Maybe someone has a module/feature scripted which does something like a pop up or a box in the dashboard where all upcoming events for maintenance are listed in one view. 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 Inactive hide details for Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 2< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:41 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ http://otrsbox/otrs/index.pl?Action=AdminEmail < http://otrsbox/otrs/index.pl?Action=AdminEmail> ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Not really. Lets say, one of the webservers are down for maintenance and are not avaible for lets say 2 hours. Then an administrator or my boss himselfe want to annouce this to every agent using otrs. Therefore I would like to have a modul or an Menu Item where this notifications are announced in OTRS and every announce is log. 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 <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com <mailto:marco.vannini@gmail.com> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org < mailto:otrs@otrs.org> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:31 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> ________________________________ Setting something like RewriteEngine ON RewriteLog logs/rewrite.log RewriteLogLevel 0 RewriteCond %{REQUEST_URI} /otrs/index.pl <http://index.pl/> RewriteRule ^.*$ /outoforderforagent.html in apache and simply restart it ? On Thu, Oct 22, 2009 at 2:22 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Hey Ppl, I have a technical problem and don´t really know how to solve it. My Boss want a function or a module that administrators or himself can announce server maintenance or problems with the network or issues which have to be known by all agents. I thought I might get things done by using the Agent Info module, but it is not working how my Boss would like to it to work. Any suggestions how to solve such a problem or any help where to get a feature like this? 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 <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! 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ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- 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! 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Re: [otrs] Is it possible to announce server maintenance toallagents in otrs?
by James Morgan 23 Oct '09

23 Oct '09

Great, let me know how you get on. -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 9:20 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to allagents in otrs? I´ll give it a shot. 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 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 12:09 Subject: Re: [otrs] Is it possible to announce server maintenance to allagents in otrs? Sent by: otrs-bounces(a)otrs.org Something made me think it had an rss module in addition to the otrs one. But yes, changing the otrs one to point to a local file could work well. What do you think? -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 8:58 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sure it does, but there are the news from the OTRS website. So your point is to point to a local html / rss file to display it in the system? 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 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 11:44 Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sent by: otrs-bounces(a)otrs.org Can't remember, but doesn't the dashboard have an RSS feed reader? Maybe you could publish your notices as RSS and use that? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Fri 23/10/2009 8:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? We are using IBM Lotus Notes and Sametime, but my boss wants something like the "Upcoming Events" box on the right side of OTRS. Now I am looking for a way to enable such a feature if possible. 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 Inactive hide details for "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start < http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start at the cheapest possible end and run OT <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "James Morgan" <james.morgan(a)vernet.net.au> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 15:01 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ Depends how tricky you want to be about it. You could start at the cheapest possible end and run OTRS inside of a frameset with the top frame for your announcements with a meta refresh tag. From there you could move up to editing the template to put it at the top of the screen. You could even write some Perl to do it. That said, I think you'll find the best solution is something you can run independantly of OTRS. Maybe an instant messenger service like Jabber running on the client machines could do the job for you? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Thu 22/10/2009 11:44 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Thats the way I wanted to solve it, but you know, somethimes that is not enough to make announcements by e-mail out of OTRS. Maybe someone has a module/feature scripted which does something like a pop up or a box in the dashboard where all upcoming events for maintenance are listed in one view. 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 Inactive hide details for Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 2< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:41 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ http://otrsbox/otrs/index.pl?Action=AdminEmail < http://otrsbox/otrs/index.pl?Action=AdminEmail> ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Not really. Lets say, one of the webservers are down for maintenance and are not avaible for lets say 2 hours. Then an administrator or my boss himselfe want to annouce this to every agent using otrs. Therefore I would like to have a modul or an Menu Item where this notifications are announced in OTRS and every announce is log. 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 <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com <mailto:marco.vannini@gmail.com> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org < mailto:otrs@otrs.org> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:31 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> ________________________________ Setting something like RewriteEngine ON RewriteLog logs/rewrite.log RewriteLogLevel 0 RewriteCond %{REQUEST_URI} /otrs/index.pl <http://index.pl/> RewriteRule ^.*$ /outoforderforagent.html in apache and simply restart it ? On Thu, Oct 22, 2009 at 2:22 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Hey Ppl, I have a technical problem and don´t really know how to solve it. My Boss want a function or a module that administrators or himself can announce server maintenance or problems with the network or issues which have to be known by all agents. I thought I might get things done by using the Agent Info module, but it is not working how my Boss would like to it to work. Any suggestions how to solve such a problem or any help where to get a feature like this? 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 <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! 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Re: [otrs] Is it possible to announce server maintenance to allagents in otrs?
by James Morgan 23 Oct '09

23 Oct '09

Something made me think it had an rss module in addition to the otrs one. But yes, changing the otrs one to point to a local file could work well. What do you think? -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 8:58 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sure it does, but there are the news from the OTRS website. So your point is to point to a local html / rss file to display it in the system? 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 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 11:44 Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sent by: otrs-bounces(a)otrs.org Can't remember, but doesn't the dashboard have an RSS feed reader? Maybe you could publish your notices as RSS and use that? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Fri 23/10/2009 8:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? We are using IBM Lotus Notes and Sametime, but my boss wants something like the "Upcoming Events" box on the right side of OTRS. Now I am looking for a way to enable such a feature if possible. 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 Inactive hide details for "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start < http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start at the cheapest possible end and run OT <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "James Morgan" <james.morgan(a)vernet.net.au> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 15:01 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ Depends how tricky you want to be about it. You could start at the cheapest possible end and run OTRS inside of a frameset with the top frame for your announcements with a meta refresh tag. From there you could move up to editing the template to put it at the top of the screen. You could even write some Perl to do it. That said, I think you'll find the best solution is something you can run independantly of OTRS. Maybe an instant messenger service like Jabber running on the client machines could do the job for you? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Thu 22/10/2009 11:44 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Thats the way I wanted to solve it, but you know, somethimes that is not enough to make announcements by e-mail out of OTRS. Maybe someone has a module/feature scripted which does something like a pop up or a box in the dashboard where all upcoming events for maintenance are listed in one view. 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 Inactive hide details for Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 2< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:41 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ http://otrsbox/otrs/index.pl?Action=AdminEmail < http://otrsbox/otrs/index.pl?Action=AdminEmail> ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Not really. Lets say, one of the webservers are down for maintenance and are not avaible for lets say 2 hours. Then an administrator or my boss himselfe want to annouce this to every agent using otrs. Therefore I would like to have a modul or an Menu Item where this notifications are announced in OTRS and every announce is log. 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 <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com <mailto:marco.vannini@gmail.com> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org < mailto:otrs@otrs.org> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:31 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> ________________________________ Setting something like RewriteEngine ON RewriteLog logs/rewrite.log RewriteLogLevel 0 RewriteCond %{REQUEST_URI} /otrs/index.pl <http://index.pl/> RewriteRule ^.*$ /outoforderforagent.html in apache and simply restart it ? On Thu, Oct 22, 2009 at 2:22 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Hey Ppl, I have a technical problem and don´t really know how to solve it. My Boss want a function or a module that administrators or himself can announce server maintenance or problems with the network or issues which have to be known by all agents. I thought I might get things done by using the Agent Info module, but it is not working how my Boss would like to it to work. Any suggestions how to solve such a problem or any help where to get a feature like this? 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 <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- 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! 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ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Is it possible to announce server maintenance to all agents in otrs?
by MMoj＠timocom.com 23 Oct '09

23 Oct '09

Hey Ppl, I have a technical problem and don´t really know how to solve it. My Boss want a function or a module that administrators or himself can announce server maintenance or problems with the network or issues which have to be known by all agents. I thought I might get things done by using the Agent Info module, but it is not working how my Boss would like to it to work. Any suggestions how to solve such a problem or any help where to get a feature like this? 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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Adding a custom editable field in ticket creation
by Cristian Marchionni 23 Oct '09

23 Oct '09

Hi, I have been "studying" otrs from various months before making it operative but I didn't found an explanation or example on how to put an additional field in ticket creation. I need to add a simple field like "contact phone number" . I try with the FreeText Option but I noticed that I can't edit it on the agent front end so if a customer made an error I can't correct it, i should send another mail to have it corrected while it could be more useful to edit this simple field. I verify that there are some free text field on the agent front end which are editable but I didn't found how to enable the same field in the ticket creation on the customer front end. Is there someone that had this need/issue ? Thanks in advance to all the list for every suggestion, Bye Cristian Marchionni

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OpenNMS integration
by Wesley Song 23 Oct '09

23 Oct '09

I have loaded the OpenNMS 1.1.0 package into OTRS just fine. I saw that there was an update to 1.1.1. I attempted to upgrade the OpenNMS package both by hitting upgrade and downloading the opm file and updating it. The error is: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Oct 20 16:46:52 2009 Message: Sorry, can't install package, because module SOAP::Lite v0.1 is required and not installed! Traceback (20791): Module: Kernel::System::Package::_CheckModuleRequired (v1.106) Line: 2012 Module: Kernel::System::Package::PackageUpgrade (v1.106) Line: 584 Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling (v1.81) Line: 1476 Module: Kernel::Modules::AdminPackageManager::Run (v1.81) Line: 689 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 I have loaded SOAP::Lite via CPAN as well as the SOAP::DateTime. Not sure what else I need to do to this to get it to work. Wesley Song / Sr. Systems Engineer 2150 West 6th Avenue, Suite H Broomfield, Colorado 80020 Voice: 303-544-1111 ext. 103 Fax: 303-544-1110 wsong(a)roomlinx.com http://www.roomlinx.com <http://www.roomlinx.com/> Stock Symbol: RMLX

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Re: [otrs] Sending email in OTRS--RESOLVED
by Mike Pierce 23 Oct '09

23 Oct '09

I figured it out myself. For some reason, otrs didn't like the FQDN of my mailserver for the smtp settings, but rather wanted just the server name. I initially had mail.xxxxx.org as the host, but changed it to serverxxxxx, and now it sends just fine. Mike Pierce Northwest Justice Project 401 2nd Ave S, Suite 407 Seattle, WA 98104 206.464.1519 ext. 273 www.nwjustice.org

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Implementation advice - Is OTRS suitable for this situation
by Luís Gomes 22 Oct '09

22 Oct '09

Hello, I've been assigned a task of solving a inefficiency problem on our company regarding emails. I'll try to explain the problem first so I can get some feedback if OTRS is suitable and how should I configure the system if it is. We deal with a little over 100 different email addresses that must be monitored and addressed by a team of about 6 people. Right now, all mail arrives on a single machine running a mail client with all pop3/imap accounts configured there. As you might imagine, this is highly unusable and creates problems with the machine being overloaded as well as problems with the staff that are taking the following steps to handle these emails: - They each take turns going to the machine where the mail client is. If there are new emails they forward them to their workstation. - They then proceed to reply on their workstation and send their reply to the mail client machine again. - Finally they go to the mail machine again and send the message through the right account to the customer. The system works like this apparently because in the beginning there wasn't so many accounts and they didn't want to configure all pop accounts on all of the staff's workstations. With time, customer and staff increase, this is now almost unmanageable so that is why I'm looking into a ticket system to replace this "mail client machine" and have all staff accessing the system from their worstation. Now my questions: Is OTRS suitable for this, from what Ive been reading it seems almost perfect. But I'm having some doubts about implementation. Should I create a different queue for each email account? The replies all need to be answered through the same account from which the user sent the email and not some general account. I hope I made myself minimally clear, if not, please feel free to ask anything. Thanks in advance. Roberto Gomes

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Colors css suse
by Adrián Fernández Leiro 22 Oct '09

22 Oct '09

Where is customer-css.dtl on 2.4.5 Suse? Thanks

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running out of memory
by Alexander Halle 22 Oct '09

22 Oct '09

Hi, I have to restart my OTRS server regularly after a couple of days because there's no free memory left. I think it isn't the fault of OTRS but rather a wrong apache configuration. So please excuse me for being off topic but I don't know where to start troubleshooting. Can someone please lead me in the right direction ? According to top the memory is used by several httpd2-event processes. They spawn over the days until I run out of memory. At the moment I have 12 of them using together 75% of 3 GB. At present only 5 people use OTRS but I already have to reboot after about one week. I can't find any documentation to httpd2-event so I can't figure out how to control the number of processes reasonable : OTRS 2.4.4 on OpenSuse 11.1 otrs:~ # httpd2-event -V Server version: Apache/2.2.13 (Linux/SUSE) [...] Architecture: 32-bit Server MPM: Event threaded: yes (fixed thread count) forked: yes (variable process count) Thanks in advance. Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

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