November 2009 - otrs - OTRS mailing lists

ticketfreetime & ticketfreetext
by Alessandro d'Ambrosio 11 Nov '09

11 Nov '09

Hi, Can anyone explain to me the meaning of ticketfreetime & ticketfreetext? Thanks. Alessandro

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Re: [otrs] ITSM Dashboard Buttons
by Marco Vannini 11 Nov '09

11 Nov '09

Hi Sarper, now you should have, after pressed "config-item area" button a new icon (a start) at the same menu button level. then you'll be asked and guided to the creation of the predefined object (Computer, Location and son on (it may be different, I've changed all of them to suit our needs). HTH MV On Wed, Nov 11, 2009 at 10:26 AM, Sarper SARIDAL <sarper.saridal(a)gmail.com>wrote: > Hi thanks , > > It worked i was looking it from a different perspective which was totally > wrong.. > > If you have used configuration item feature in ITSM how can i add the > computers to the list? > > I didn't see an add button or import functionality to import pcs' software > etc. > > Thanks > > Sarper > > On Wed, Nov 11, 2009 at 11:21 AM, Marco Vannini <marco.vannini(a)gmail.com>wrote: > >> Hi Sarpel >> >> Put users in itsm-configitem & itsm-service groups (admin->Users <-> >> Groups Management) >> * >> * >> *MV >> * >> On Wed, Nov 11, 2009 at 10:08 AM, Sarper SARIDAL < >> sarper.saridal(a)gmail.com> wrote: >> >>> Hi all , >>> >>> I have installed the ITSM packages to production OTRS. >>> >>> I can use the functionalities but i can't see the buttons : >>> >>> Service Area , Config Item in the DASHBOARD menu. >>> >>> I think i should enable it somewhere in the AdminSysConfig just like i >>> did for WebMail. >>> >>> But i couldn't find it. >>> >>> Thanks & Regards, >>> >>> Sarper Sarıdal >>> >>> >>> >>> >>> --------------------------------------------------------------------- >>> 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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ITSM Dashboard Buttons
by Sarper SARIDAL 11 Nov '09

11 Nov '09

Hi all , I have installed the ITSM packages to production OTRS. I can use the functionalities but i can't see the buttons : Service Area , Config Item in the DASHBOARD menu. I think i should enable it somewhere in the AdminSysConfig just like i did for WebMail. But i couldn't find it. Thanks & Regards, Sarper Sarıdal

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Dashboard, Pending Tickets
by Peter Beckman 10 Nov '09

10 Nov '09

I've enjoyed the Dashboard, but have been annoyed by the information displayed. Here are some of my issues/requests: * I want to have the option to display the From: field instead of the Subject: in the Ticket Lists * The option to display the days/hours since the LAST response, rather than the date it was opened. For example, when someone replies today to a ticket that was opened 188 days and 2 hours ago, the ticket is sorted at the bottom, and you can't tell it has been updated, even though it is in Open Tickets. It's confusing to myself and my agents. The ticket age really isn't relevant in the dashboard, at least for us, since tickets can be reopened by customers responses. * Sometimes when I click on a ticket, then close it or move it to a queue outside of My Queues (and My Queues is selected in the Dashboard), then click back to Dashboard via the link at the top (not the back button), the ticket is still there for a short time. Also, for Pending Dates and Times, they do not respect the Agents time zone. So when I add a pending Date for tomorrow at 12pm, I assume that's Eastern, but the system puts it in for pending until 12pm UTC tomorrow, which is 7am Eastern, which is not what I expect. Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

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fixing priority action screen
by Alexander Halle 10 Nov '09

10 Nov '09

Hi, has anybody solved the problem, that agents can complete the priority action screen (AgentTicketPriority) without even choosing a priority ? You can make the message body mandatory but not the priority :( Also when I tried to fix this by extending the javascript code I noticed unexpected differences between OTRS 2.4.4 and OTRS::ITSM 1.3.2 : - ITSM ignores Ticket::Frontend::AgentTicketPriority###PriorityDefault - default priority is set to "-" in OTRS but to the current priority in ITSM Does someone know why ? 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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benchmarking against mssql and mysql
by Leonardo Certuche 10 Nov '09

10 Nov '09

Hi there, I'd like to demonstrate to the organization I'm installing OTRS for, that it's not convenient to store the data on MSSQL. A good starting point to convince them would be to be able to use the Benchmark package and compare but unfortunately I haven't been able to do so. If I try with /otrs/ index.pl?Action=AdminPackageManager I get the following error: (DBD: st_destroy/SQLFreeStmt(SQL_DROP) err=-1), SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix, content_id) VALUES (?, ?, ?, ?, ?, ?, ?)' If I try with the command /opt/otrs/bin/opm.pl -a install -p Benchmark-1.2.5.opm I get the following error: not well-formed (invalid token) at line 1, column 18, byte 18 at /usr/lib/perl5/vendor_perl/5.8.8/i586-linux-thread-multi/XML/Parser.pm line 187 I just want to give them strong reasons to forget about MSSQL for OTRS, so if you guys have facts or experiences you could share here, I much appreciated it. Thanks million, Leonardo Certuche

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How to create CI Item in OTRS ITSM 2.4
by Ashish Gangani 10 Nov '09

10 Nov '09

Hi Team, I am working on OTRS ITSM 2.4 and I stuck with an issue. I can create CI class but not its instance or its item. Can anyone helpout us in this regards. Thanks and Regards, Ashish Gangani,

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How to add a new column "last update" in Tickets lists?
by Diego Mayol 10 Nov '09

10 Nov '09

Hi All: Does anyone know how to add a new column "last update" in Ticket Queue View? Currently there are the following column headers: Age From/Subject State Locked Queue Owner CustomerID I am using OTRS 2.4.5 on CentOS Thank you. Regards, DM

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Customer-Grouping
by Sourabh Sarwate 10 Nov '09

10 Nov '09

Hi All, Is it possible to group the Customer. My requirement is to group the customer zone wise so that they can view the ticket of there zone only. in addition of this I want to create one more group for customer HQ in a way that they can view the tickets from all zone. I am usgin OTRS 2.4.5 Regards, Sourabh Sarwate

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Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm!
by Quanzhong Zhang 10 Nov '09

10 Nov '09

Hello, I saw several errors in the OTRS log as following, Tue Nov 10 16:28:38 2009 error OTRS-CGI-10 Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm! Tue Nov 10 16:28:36 2009 error OTRS-CGI-10 Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm! Tue Nov 10 16:28:30 2009 error OTRS-CGI-10 Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm! Could you kindly help me? Thanks you very much! Zhang QZ

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