May 2009 - otrs - OTRS mailing lists

(no subject)
by ravi shanker 20 May '09

20 May '09

Hi , please help me with configuring sqlserver2005 to Otrs. i have added DSN ->system DSN connecting to OTRS in Config.pm. lndex.pl page is coming ,when i enter root@localhost and password.page can't found error is coming. Regds Ravi Shankar

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split link
by Jeffery Chen Fan 20 May '09

20 May '09

when would display split link ..? # check if split link should be shown if ( $Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketPhone} && ( !defined( $AclAction{AgentTicketPhone} ) || $AclAction{AgentTicketPhone} ) ) { $Self->{LayoutObject}->Block( Name => 'AgentArticleComPhone', Data => { %Param, %Article, %AclAction }, ); } -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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Stats error
by Maurice James 20 May '09

20 May '09

I get these errors while during step 2 of trying to create a report This was from the page Can't use string ("0") as a HASH ref while "strict refs" in use at ../..//Kernel/Modules/AgentStats.pm line 1380. This was from the system log Wed May 6 09:03:12 2009 error OTRS-CGI-10 StatsGet: Can't get Stat! Wed May 6 09:03:11 2009 error OTRS-CGI-10 StatsUpddate: Can't get stats, perhaps you have an invalid stats id! (StatsID => 5) Wed May 6 09:03:11 2009 error OTRS-CGI-10 StatsGet: Can't get Stat!

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Ticket Solution Time
by Carolina Rendon 19 May '09

19 May '09

Hello!!! I have a question related to the calculation of total ticket solution time: Is it possible for OTRS to have like a "frozen" time which does not affect the time of SLA? I have an example: Suppose you define a SLA called "High" and you define that ticket solution time for this SLA is 1 hour. One day you receive a ticket with a High SLA at 9:00 am, and according to the requeriment of customer you need to contact a supplier to get a hardware component, this supplier tells you that this component could give you 1 day after, so until that time you have to wait and ticket can't be closed. If you are mesuring SLA and users who give solution to tickets, you can realize that for the calculation of real ticket solution time it is not correct to include that day you were wating for supplier, because if, for example, you take this time you would have than SLA was not achieved. Thanks. -- Caro R.

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Creating customer users from tickets
by Quentin Stafford-Fraser 19 May '09

19 May '09

Hello all - a brand new user here... Is there an easy way, when looking at a ticket message, to create a new customer user? It seems to me that this would be a common flow: 1. User, reading website, sends message to support OTRS system 2. Support person finds message in queue and thinks "They might like to follow the progress of their tickets", and "I might want to initiate messages to them in future". 3. Support person clicks magic button to create Customer User based on the email sender. Is there such magic button? Then, ideally: 4. Any emails henceforth automatically get new footer which includes "You can follow the status of your tickets by doing XYZ" Is this possible? Many thanks, Quentin

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Problem mapping Customer Users to Services
by Richard Cross 19 May '09

19 May '09

I'm using OTRS 2.3.4 with ITSM 1.2.3, and having difficulty managing our company services against customer users. I have organised the company services into a logical hierarchy, but we manage a lot of different services and after entering around 25% of our services, I've already got about 100 checkboxes that have to be individually selected when I map customer users to the relevant services. This makes the process tricky and time consuming. Is there a way I can check the box at a high level so that all of the services underneath are checked? Perhaps some other way to make this job less painful and prone to error? Richard Cross Software Engineer Rockshore Ltd Rockshore Ltd (reg no. 04563967) registered in England & Wales with a registered office of 17-21 Wyfold Road, London, SW6 6SE, ENGLAND.

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Problem with reply message
by Nicola 19 May '09

19 May '09

Hi to all. I've installed OTRS 2.3.4 on Suse linux 10. All is working but I have a problem. I can reply only to tickey in the RAW queue. If message are moved to another queue there is no link for compose the empty message. Message from the RAW queue are sent correctly to user that generate the ticket. Is happened to anyone? Thanks Nicola

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Valid child-queue of invalid parent
by Marius Schrecker 19 May '09

19 May '09

Hi again, Is there any way of creating a child queue (for example Bugs:Frontend) that is valid, where the parent (Bugs) is not (or at least can't contain tickets)? Cheers! Marius

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Company tickets
by Tim Bos 19 May '09

19 May '09

In a previous message, someone said that when you change the customerID on a user, it will update all the old tickets from that user automatically... I tried this, and it didn't work. This is what I did: 1: Create new Customer called XYZ (customerID = xyz) 2: Create new user called John Doe, with a customer ID of XYZ and email of John(a)Doe.com Doesn't this mean that ALL older tickets from John(a)Doe.com should automatically come under this Customer Company and user?? If not, how can I go back and update all the tickets so that they're under the right customer. There's over 200 tickets that I want to correctly assign to this customer. Thanks.

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mail format
by Marius Schrecker 19 May '09

19 May '09

Hi again, I'm a bit confused about the format of answers. More specifically about the placement of the text from the original mail. I always get : Salutation Original text Configured reply Signature Obviously I can get around the limitation using carefully worded salutations, but it would be nice to be able to move the original text, or leave it out altogether. Where is the geography for these responses configured? Cheers! Marius

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