December 2009 - otrs - OTRS mailing lists

(no subject)
by Chris Johnson 12 Dec '09

12 Dec '09

Greetings, I'm fairly new to OTRS, so excuse the newbie questions and all, and please point me to some specific examples, if already out there. Our CEO has been impressed with our IT groups use of OTRS as a ticketing system for a couple of years now (OTRS 2.2.X). We use it pretty simply out of the box, without any real modification and fiddling (all agents and customers are internal so everybody authenticates from our LDAP/AD). He really likes that it has automated messages back to the customer letting them know of state changes, owner changes, etc... He'd like to go and implement this in regards to our service department. The catch is that they want to go and have special "States" that a ticket (service request) goes though, with notifications on each of those, and possibly auto triggers pushing the ticket along to the next state. For example, we'd have something like this: * Service Ticket Issued * Service Ticket Updated - Parts Shipment * Service Ticket Updated - Repair Scheduled * Service Ticket Updated - Repair Rescheduled * Service Ticket Completed - Parts Delivered * Service Ticket Completed - Repair Completed Now, I know that I can go and update states, via: http://doc.otrs.org/2.4/en/html/x1989.html And that's great and all, but going a bit beyond that, I'm perplexed. What I'd like to see is a "Order Parts" button or dropdown somewhere, which would then put the ticket into a "Parts Ordered" state, then a "Shipped Parts" which would put the ticket into a "Parts Shipped" state, etc.... I've set up a new system, loaded OTRS 2.4.5 on it, and am trying to see about that configuration. Any help or pointers in the right direction would be GREATLY appreciated. Thanks! Chris Johnson IT Manager Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134 Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: cjohnson(a)technogymusa.com | www.technogymusa.com<http://www.technogymusa.com/> [cid:image99371d.jpg@ff2435cf.fa174be0] Please visit our website for information on our Wellness Solutions at http://www.technogymusa.com<http://www.technogymusa.com/> Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company.

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Next ticket state -> closed successful -- on first response on ticket.
by Chris Johnson 12 Dec '09

12 Dec '09

Greetings, I have an odd thing happening... I have tickets coming into my queue just fine via email, but when someone goes to respond to the ticket for the first time, the Next Action State is set to "closed successful". Now, if I go and change it to "open" then it stays open for all subsequent updates until I specifically choose to set the next ticket state to closed, or click the close button. I'd like to NOT have the first update in the ticket be automatically sent to Next ticket state of Closed. What is the most likely cause and solution? Chris Johnson IT Manager Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134 Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: cjohnson(a)technogymusa.com | www.technogymusa.com<http://www.technogymusa.com/> [cid:imageaef9ae.jpg@4a5181ee.edcc48f3] Please visit our website for information on our Wellness Solutions at http://www.technogymusa.com<http://www.technogymusa.com/> Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company.

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OTRS::CiCS for OTRS 2.4.x
by Torsten Thau 12 Dec '09

12 Dec '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi list, after a long waiting time an some (IE-specific) bugfixes, OTRS::CiCS(::ITSM) is finally available for download for OTRS 2.4.x: http://www.cape-it.de (section "downloads") You may have a look at our demo system (http://demo-otrs.cape-it.de/) to get an idea of the following feature/improvement list: #----------------------------------------------------------------------- - - improved layout for customer ticket overview - - improved layout handle for linked objects in simple view - - improved handle for building TicketFreeTime-fields - - added auto complete function in AgentCustomerHistory - - added further configurable search fields in AgentCustomerHistory - - added features in AgentTicketBulk (e.g. type, queue default selection) - - addded navigation bar in AgentTicketCompose, -Forward, -Bounce - - added CustomerTab to AgentTicketCompose, -Forward, -Move - - added ACL-support for ticket type selections in AgentTicketEmail, AgentTicketPhone - - added default ticket type in AgentTicketEmail, AgentTicketPhone - - added sort option (by title) in several ticket views - - improved style of notify messages in the navbar section - - improved follow up-layout for CustomerTicketZoom - - OutOfOfficeSubstitute function in AgentPreferences - - position of ticket number in email subject is configurable - - renewed display of ticket search (better overview) - - renewed display of ticket zoom (configurable) - - renewed display of ticket overviews (mailbox, queueviews, etc.) - - renewed display of agent preferences - - improved display of customer ticket message - - changed layout for warning sites - - added script for simple management of queues, groups and roles based on CSV-file - - configurable customer message body as known from agent interface - - configurable TicketStateWorkflow (ACLs) - allows state workflows depending on ticket type starting with ticket creation - - DocumentLink integrated in OTRS-link structure (LinkObject 'Document') - DocumentLink offers some basic features known from DMS - users may change file names - links will not be lost - users may move files to other directories - links will not be lost - a more detailed permission concept (groups to directories) - does not require web-accessible document share anymore (but a mounted FS) #----------------------------------------------------------------------- regards, T. - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAksjdGwACgkQvXo8m5PgoXSIkQCfUcLc0zSOO8kGaJKnTImfTUd8 U1sAn2UT+mzqSc+9WNx6LjrJn8mqYrs9 =+ypF -----END PGP SIGNATURE-----

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customer user login with email address
by Norbert Bede 12 Dec '09

12 Dec '09

hi, I want to setup otrs customer users ldap the next way: We want to login on customer users interface with email address not with LDAP uid. user record in ou=People uid=firstname.lastname,ou=People,dc=mycompany,dc=com email is: firstname.lastname(a)mycompany.com so login will be: login: firstname.lastname(a)mycompany.com password: *********** is there any possibilities to realise this ? what should be the best approach ? thanks for help norbert ------- Norbert Bede, CEO MULTIMAGE s.r.o. Šulekova 2, 811 06 Bratislava SLOVAKIA

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Ticket Expand View as Default Setting?
by Gerrit Tamboer 12 Dec '09

12 Dec '09

Hey folks! Question, Can I set the Expand View in Tickets as the default? Thanks in advance.

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OTRS and Agent LDAP login
by Dave Lageweg 12 Dec '09

12 Dec '09

Hi All, I have setup LDAP for Agent login almost successfully. Login is working but when i use this code in my config.pm to add the user standard to the group users. - - $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = { 'users', }; - - I receive the following error when a user tries to login for the first time.. - - Software Error: Not an ARRAY reference at /opt/otrs//Kernel/System/Auth/Sync/LDAP.pm line 27 - - IUser is created but not added to the group. I'm using OTRS 2.4.5. does anyone have any idea what this could be? Thanks! Best, Dave

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Re: [otrs] Automatically send list of all open tickets everyday
by Swen Wulf 11 Dec '09

11 Dec '09

Hi, I wrote a php script long time ago that provides a report of open and closed tickets during the last 8 hours for management. You can easily adapt it to send the report out via email or just open tickets. You can find it on http://www.theworldsend.com Greetings. Swen -----Original Message----- From: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> To: otrs(a)otrs.org <otrs(a)otrs.org> Sent: Fri Dec 11 07:15:05 2009 Subject: [otrs] Automatically send list of all open tickets everyday Hi all Is it possible that OTRS will send all the open tickets (pending tickets) everyday in night to list of e-mail ID. Regards Rupa ======

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Edit Company Logo Errors...
by benjamin anamoah 11 Dec '09

11 Dec '09

Hello I edited an code posted here into the code in program files to let show of the company logo. I later found out that when i enter as an OTRS Customer-Interface and tries to send a ticket to the the other side, it takes me back to the log on page and the ticket do nt come. Can i please get some clarification? Benjamin

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Total Help
by benjamin anamoah 11 Dec '09

11 Dec '09

Hello, I have being to the room for sometime now and seeking help in the configuration of the OTRS system. I have been given directions and suggestions but i find it extremely hard to get along because it either create error when i do it or does not work. I will there for want to seek total help where some of the experienced users can add me to an instant chat so that i can fall on them for help and directive when doing this. I will be very grateful to be given this help to crown my effort with success by your kind help. I use Skype, Yahoo messenger and MSN instant chat. Please send me an e-mail to choronflex4u(a)yahoo.com and give me the account name or e-mail i can use to link up with you on the instant chat. I think i can grasp it faster and enable me configure my system with this help. Thanks soo much room. Benjamin Anamoah.

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Tickets notes as big list
by Gerrit Tamboer 11 Dec '09

11 Dec '09

Hello! Question for ya'll, I'd like too have my tickets to put all the notes as text as a list under the ticket. Now its seperated in clickable links wich can be time consuming if u need to get posted on a unknown ticket. I'm looking for like Topdesk does it, Anyone got any idea how this is done, or if it CAN be done?

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