November 2009 - otrs - OTRS mailing lists

automatically fill of TicketFreeText
by Igor Cherepanov 01 Dec '09

01 Dec '09

hello otrs-gurus, I have following problem: I add TicketFreeText at Ticket. Now, I want that this TicketFreeText gets a value from my databyse automatically. This value is a unique value in database (number of contract). I tried to found some documetation but without success. *there is TicketFreeFieldDefault.pm in /opt/otrs/Kernel/System/Ticket/Event, wich has two subs (funktions) but that doesn´t help me, i can´t understand it. thanks for your answers!

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modification of free text fields
by Otrs Customer 30 Nov '09

30 Nov '09

Hi, I've been useing text free fields for quite a long time. Now we've come to the point when we would like to change the name (TicketFreeKey) of particular ticket free text from for example Working State to Current State - what I'm worried is that once I will change this to the new value the whole thing will crash :) as I find otrs very sensitive even to small changes - well small as we are seeing them - big as the OTRS designers are seeing them. So can I change the name of that free text field without any fatal consequences ? Also can I change particular TicketFreeText(s) without facing the same consequences ? Thanks a lot for all the help in advance, Cheers Johnny

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Action Multiple need help
by Alan Creed 30 Nov '09

30 Nov '09

Hi, I need to use Action Multiple to change the tickets owner, is it possible? I couldnt find out how to do that so far. Thanx in advance.!!! ¿Te llegan demasiados emails? Organizate con Hotmail. ¡Creá carpetas para todos tus correos! _________________________________________________________________ ¿No tenés Hotmail en tu BlackBerry? configuralo, Clic Aquí http://www.hotmailentublackberry.com/hotmail.html

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Ticket Zoom loggin
by Brian Lang 30 Nov '09

30 Nov '09

Is there a way to log in the History when Agents Zoom tickets? I need to track all views of a ticket. ====================================================== Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill blang(a)smgi.ca | Office: 604.538.1566 x2905 ====================================================== Please consider the environment before printing this e-mail

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Question RE: free text in new itsm version
by Calderwood Brigitte 30 Nov '09

30 Nov '09

We recently updated to otrs 2.4 with itsm 1.3 Can anyone tell me how the new itsm modules are supposed to work for recording devices and service type? I am interested in setting up device type, service type, ci affected, ci location. I heard that you cannot use the old 'free text' unless you uninstall the itsm modules. If anyone is successfully using the itsm modules, I would appreciate hearing from you. -- Brigitte Calderwood HDI Certified Support Center Manager (SCM) HDI Certified Support Center Analyst (SCA) ______________________________ Helpdesk Manager LESD Technology Department calderwood(a)lesd.k12.az.us 623.547.1509 http://www.lesd.k12.az.us/webpages/itdepartment/ "It has become appallingly obvious that our technology has exceeded our humanity." Albert Einstein "We commit to deliver 'best-in-class' technology solutions and support to attain excellence of the District Community by being a customer-focused, highly skilled, and agile Technology Department."

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SystemID
by Martignier, Philippe 30 Nov '09

30 Nov '09

Hi there Having no success with my last question about systemID and risks of changing it, we changed it from 10 to OTRS2009. The system works but we had some hundreds error messages from otrs related cron jobs with an error message ".. not numeric" . The system seems to works with no problem but all these messages keep me asking : "what is the risk to stay like this ?" "will be some features not working?" Any help welcome !!! Greetings 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 II Office : 0,3 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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mails getting timeout when mails are fetched through OTRS
by gopal krishnan 30 Nov '09

30 Nov '09

Hi I have OTRS 2.1.2 which is working perfectly for my requirements.But I am experiencing a strange problem, that all my aliased user group mails are getting timed out. Let me explain the things briefly, i am using OTRS for our support ticketing system.All the support emails are fetched using fetchmail to a local mailbox.And OTRS fetches these mails through your cron scheduler.These mails are aliased too for local users.( A copy of all mails will be delivered to users) Nowadays I am getting messages in /var/log/maillog as "timeout waiting for input from local during Draining Input". Upon Investigation through Google, i found that some thing like "If e-mail is delivered to a program which generates too much output, then sendmail may issue an error: timeout waiting for input from local during Draining Input. I am suspecting that the OTRS program initiates this error, and is there any modification steps necessary to nullify this issue. Regards Gopal The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

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SLA calculation
by Manikandan Kandasamy 30 Nov '09

30 Nov '09

Hi, I had configured Queue and assigned value for First response time, update time and solution time. But i could not find report which can give the SLA related details. Either summary or detail report which can give the tickets closed with in SLA or not etc... Could anyone help me how to generation report like this. Regards, Mani

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SLA Notifications not working
by Leonardo Certuche 30 Nov '09

30 Nov '09

Hi list, This topic has been mentioned before without answer at http://lists.otrs.org/pipermail/otrs/2009-September/028215.html and http://www.mail-archive.com/dev@otrs.org/msg02130.html I'm using OTRS 2.4.5 + ITSM 1.3.2 with most of the notifications working (autoresponses, event notifications, per-language agent notifications and survey) but we have never recieved an SLA notification. Is there any parameter that I should set up in order to have them working? Thanks, Leonardo Certuche

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Multiple instances of OTRS on the same machine
by Kiffin Gish 29 Nov '09

29 Nov '09

I need to setup a single test machine running multiple instances of OTRS, one for each customer. Is this possible, and if so then how can I accomplish this? -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

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