November 2009 - otrs - OTRS mailing lists

How to change the automatic deleting of emails in outlook when creating tickets automatically from emails
by Martignier, Philippe 22 Nov '09

22 Nov '09

Hello there, Maybe a dummy question, but here is the problem I have now: Lets say I have one email. Tickets are generated from that email. The problem is that once the ticket is created, the email (in outlook) is gone. Do you know if there is a parameter I can change to avoid that ? I tried to use Postmaster filters and to play with this and even if I set the X-OTRS-Ignore to "Yes" the email is still deleted (and the ticket is not created but that is normal :) Many thanks for any kind of response! Greetings Philippe PS : my goal is to do a filtering for internal messages only and to keep them. Internal messages should not be created as tickets but have to stay in Outlook. Messages that comes from customers (=external) should be created as tickets and deleted from Outlook. 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 I Office : 2,4 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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SOAP troubles
by arnold＠ligtvoet.org 22 Nov '09

22 Nov '09

Hi, I'm trying to use the SOAP interface of OTRS to generate new tickets. So far no luck. The error I get when I try to access soap via PHP is: "Fatal error: Uncaught SoapFault exception: [soap:Client] Application failed during request deserialization: no element found at line 1, column 0, byte -1 at /usr/lib/perl5/XML/Parser.pm line 187 in /var/www/espritxb/createTicket.php:18 Stack trace: #0 /var/www/espritxb/createTicket.php(18): SoapClient->__soapCall('Dispatch', Array) #1 {main} thrown in /var/www/espritxb/createTicket.php on line 18" The script I use comes from: http://www.iniy.org/?p=20 I've also tried the perl script, but also no luck. I've set the SOAP user and password via the admin interface. Should I set these directly in rpc.pl? Any help is much appriciated. Arnold.

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Customized background color gone after updated from 2.4.x to 2.4.5!
by Jie(Jack) Zhu 22 Nov '09

22 Nov '09

Hi, Does anyone know why? Were there some CSS files in the opt/otrs/kernel/output/html/standard/ folder ? How do I change the background color and other theme related stuffs? Thanks in advance! Jack

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CustomerUserID in Customerstatusview.dtl
by Sarper SARIDAL 22 Nov '09

22 Nov '09

Hi All, I need to find a way to show in customerstatusview.dtl the "customeruserid" field. The reason i want such a thing is when clicking company tickets i want to see which customer from that company opened the ticket in the status window without zooming into the ticket. I did the very same for the agent...dtl file it worked.. I guess i'm missing something else. Probably i'm working with the wrong qdata or i should call another qdata.. Does anyone have an idea. It is really important. Thanks & Regards, Sarper Saridal

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change management in OTRS ?
by Dejan Miklavcic 22 Nov '09

22 Nov '09

Can anyone tell me when is change management going to be part of OTRS::ITSM ? I read in OTRS::ITSM brochure that it should be implemented in Q4 2009 (http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_M…) Any news regarding this matter ? rgds, Dejan Miklavcic (Konzum BiH)

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Option REMOVED was removed the version 2.4.5 ?
by Rodrigo Correa 22 Nov '09

22 Nov '09

Hello, I upgraded my OTRS, the version 2.3.3 to 2.4.5, after the update I am finding it REMOVED the option when I perform an action on the tickets. This option was removed this version of OTRS? Tks, _________________________________________________________________ Converse e compartilhe fotos ao mesmo tempo. Saiba como no novo Site de Windows Live. http://www.windowslive.com.br/?ocid=WindowsLive09_MSN_Hotmail_Tagline_out09

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new installation besides old one
by Mercator GmbH 20 Nov '09

20 Nov '09

Hi, I have the following problem: I have a rather old version of OTRS (1.3.2) and I would like to use the new one. I had already asked a programmer to update, but he stopped working. It seems to difficult to move the old one to the new one. So, I am now thinking of installing the new version NEXT to the old one and then partially move some configurations to the new one. I don't need the whole database of the old one in the new version. Some config parts would be fine. Now my question: is it possible to have TWO OTRS versions on my server? Of course with 2 different database names. I want then use both versions for some weeks and if the new version works fine, stop working with the old version. Please tell me your experiences with this, if you have any. Or any tips you could give me. thanks, marc

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Always html on posts
by Tim Guy 20 Nov '09

20 Nov '09

Hi all Doing a google I appear to have the reverse of what everyone else has. I can send html, but cant get it to send plain, even if the original customer request is in plain. Anything that leaves otrs is leaving in html format which is proving tricky because client mails systems sometimes goto the top on a reply, sometimes to the bottom. I have set everything I can see to plain, the otrs system is going through an exchange server but I cant see there being an issue there. Im sending via pop3. I must be missing a setting somewhere. Tim

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Re: [otrs] calculating time
by Ilya Kornev 20 Nov '09

20 Nov '09

Michiel, is it possible then to see how much it took to close a ticket? There's a default report 10007 List of tickets closed, sorted by solution time, and I thought it could help me to see that. I tried running it, but the tables SolutionInMin and SolutionDiffInMin are empty. Do you I need to change some settings or anything? Regards, Ilya -----Original Message----- From: Ilya Kornev <feldpost-(a)mail.ru> To: Michiel Beijen <mb(a)otrs.org> Date: Wed, 18 Nov 2009 21:29:47 +0300 Subject: Re[2]: [otrs] calculating time > Michiel, thank you for the prompt reply. > It'd be great to see feature like this in future versions of OTRS. > > Regards, > Ilya > > -----Original Message----- > From: Michiel Beijen <mb(a)otrs.org> > To: Ilya Kornev <feldpost-(a)mail.ru>, > "User questions and discussions about OTRS." <otrs(a)otrs.org> > Date: Wed, 18 Nov 2009 16:53:41 +0100 > Subject: Re: [otrs] calculating time > > > Hi Ilya, > > > > The only way to achieve this would be to parse the ticket history. This is > > viable, but not convenient. > > > > We are planning on having an updated SLA section which caters for these kind > > of scenarios; to make it easier to retrieve this kind of data from the > > system. > > > > ((enjoy)) > > - > > Michiel Beijen > > R&D > > > > OTRS AG > > Norsk-Data-Str 1. > > 61352 Bad Homburg > > Deutschland > > > > T: +31 (0) 6457 42418 > > F: +49 (0) 9421 56818-18 > > I: http://www.otrs.com/ > > > > Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial > > register: 10751, Tax ID: 003 240 > > 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André > > Mindermann (CEO), Martin Edenhofer > > > > CU@ IIR Service Desk Forum in Mainz > > (Germany)<http://www.otrs.com/en/news-and-press/news-details/article/translate-to-eng… > 13th-iir-service-desk-forum-2009/?tx_ttnews%5BbackPid%5D=51&cHash=ef91fa143e>and > > get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! > > > > > > On Wed, Nov 18, 2009 at 2:57 PM, Ilya Kornev <feldpost-(a)mail.ru> wrote: > > > > > Hello. > > > > > > We need to get the following kind of stats: > > > how much time a ticket spent in state X > > > how much time a ticket spent in state Y. > > > > > > For example: > > > 1) A customer sends a request > > > 2) 1 hour later an agent asks him/her to provide additional info > > > 3) 4 hours after that the customer sends additional info > > > 4) An hour after that the problem is solved , ticket is closed. > > > > > > The report should contain (among other things like ticket #, queue, owner > > > etc.) something like that: > > > > > > State Y (awaiting us) - 2 hours > > > State X (awaiting customer) - 4 hours > > > > > > Is there any possibility to do this? > > > > > > Cheers, > > > 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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Does OTRS support HTML within tickets?
by Robert Slater 20 Nov '09

20 Nov '09

I only fiddled with this for a few minutes before I figured I'd throw this out to the list (before trying to figure out which step in the system might be encoding all my < and >, OTRS or the email server). Can I include HTML content within an OTRS response, in particular, within template responses/replies? Robert Slater Web Technologies & Content Coordinator, Assistant Professor of Library Administration 424 Main Library MC-522 1408 W. Gregory Dr. Urbana, IL 61801 217-333-4789 rslater(a)illinois.edu

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