February 2009 - otrs - OTRS mailing lists

Editing the subject line of a ticket
by bis 11 Feb '09

11 Feb '09

Good morning The problem I am having is that the subject lines of the tickets which come in are very random. What we would like is for the person distributing the tickets to be able to edit the subject line to something more directly relevant so that when we look at the Queue View the list of tickets displays the relevant (edited) subject lines rather than the original ones. Is it possible to edit the subject line of a ticket in this way? Thanks a lot for your help Bis

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How to print all closed ticket since last week.
by Trasschaert Karl 11 Feb '09

11 Feb '09

Hi all, I'm looking for a solution to print all closed ticket closed during the last week. Is it possible to write a script or to do that with the stat or search module? Thanks in advance. Karl _________________________________________________________________ Découvrez LE site avec tout ce qu'il y a de plus cool pour Messenger: Messenger Billboard ! http://www.messengerbillboard.be/fr

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AutoResponse Email AddressID
by Rob Hill 11 Feb '09

11 Feb '09

Hi When trying to use Auto Response in OTRS I get the following error ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Feb 11 14:06:28 2009 Message: Need AddressID! Traceback (3448): Module: Kernel::System::AutoResponse::AutoResponseAdd (v1.9) Line: 53 Module: Kernel::Modules::AdminAutoResponse::Run (v1.16) Line: 73 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Many Thanks Rob HIll Griffin Windows IT Support Technician 01443 778579 RobH(a)griffinwindows.co.uk Unit 37 Abergorki Industrial Esate Treorchy CF42 6DL Many Thanks Rob HIll Griffin Windows IT Support Technician 01443 778579 RobH(a)griffinwindows.co.uk Unit 37 Abergorki Industrial Esate Treorchy CF42 6DL

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OTRS Version 1.2.3
by rabindra 11 Feb '09

11 Feb '09

Hi All, To begin with I have just started looking into otrs from yesterday as I was informed I have to generate few management reports from otrs. When I checked with the person responsible for maintaining software, we still have version 1.2.3. I have recently joined this organization and they have asked me to prepare report like- How many new tickets per day, Backlog on peoples queues i.e how much and where, Who has the oldest tickets, Backlog ageing - how many say 0-5 days , 5-10 days etc Backend database for this install is mysql. I know it would have been nice to upgrade to current version of 2.3.4 but management is reluctant at the moment. My question is do I have to write perl script or can I query database to get the results? I'll greatly appreciate if you experts could provide some guidance or direction which will help me starting in new job in a right note..:) Thanks for your help in advance.

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Otrs quick start manual
by Jevos, Peter 11 Feb '09

11 Feb '09

Hi I'm new in the otrs project I've installed it and examine the manual However i'm missing basic steps to start to work with this nice tool and see how work basic functions ( something like quick start guide ) Manual is prety nice described but it is bit huge with all these features and options. All I did was I've created new agent and customer. I assigned agent to the grup users. But I don't know what is the next steps to see it in the action. I have created new ticket but it's appeared nowhere Thanks a lot for your answers pet

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how to inform Admin before creating new account for new customer
by vaishali dolas 11 Feb '09

11 Feb '09

Hi all, I'm looking for a solution to how to inform Admin before creating new account for new user.and admin can able to create new account for customer. Is it possible to write a script or to do that InterfaceCustomer module? Thanks in advance. -- Best Regards, Vaishali Dolas Computational Research Laboratories Ltd., ( A Wholly owned Subsidary of TATA SONS Ltd) Email : vaishali.dolas(a)crlindia.com

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how to inform Admin before creating new account for new customer
by vaishali dolas 11 Feb '09

11 Feb '09

Hi all, I'm looking for a solution to how to inform Admin before creating new account for new user.and admin can able to create new account for customer. Is it possible to write a script or to do that InterfaceCustomer module? Thanks in advance. -- Best Regards, Vaishali Dolas Computational Research Laboratories Ltd., ( A Wholly owned Subsidary of TATA SONS Ltd) Email : vaishali.dolas(a)crlindia.com

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Unable to install FAQ module
by Peter Dyke 10 Feb '09

10 Feb '09

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Escalation on follow up?
by Varga Viktor 10 Feb '09

10 Feb '09

Hello, I want to find how to configure to escalate the ticket, when new follow up is arrive. It is hidden for the users, if the nofication mails are not checked, and they are not checked because of the working comletely int he OTRS. Has somebody any clue, how can i configure ticket escalation base on a follow up??? üdvözlettel/best regards: Varga Viktor Netlock Kft. _______________________________________________________________________ Ezt az e-mailt virus- es SPAM-szuresnek vetettuk ala a filter:mail MessageLabs rendszerrel. Tovabbi informacio: http://www.filtermax.hu This email has been scanned for viruses and SPAM by the filter:mail MessageLabs System. More information: http://www.filtermax.hu ________________________________________________________________________________________

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Changing the original subject line of a ticket
by bis 10 Feb '09

10 Feb '09

Hello Is it possible to edit the original subject line for a ticket that has come into the system? Thanks a lot

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