May 2009 - otrs - OTRS mailing lists

Really slow performance
by Murtaza Khan 16 May '09

16 May '09

Hi Guys, We have started using otrs on a test windows server 2003 platform. All was well but after a few weeks otrs is now very very slow. Some Links just don't seem to load at all. This is not the first time it has happened. Last time we installed otrs, same thing happened. Any suggestions will be appreciated. Thanks Khan

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default group names
by Marius Schrecker 15 May '09

15 May '09

Hi, I just had a shock after installing otrs 2.3.4, and spending a day setting up some users, groups, roles and queues. I renamed some of the groups to make the names more descriptive, admin was renamed to OTRS-admin. When I was finished, I logged in as a different user, to check some functionality, and afterwards found that the admin area was gone when I loged in as any user in the admin group. After messing about for a while in the tables, I changed the name back to admin, and the functionality was available again. I also renamed stats to Statistics, and have now changed this back again as well. I'm a bit surprised that functionality should depend on the default naming being preserved, rather than the group id being correct, especially when it is so easy to rename default attributes. Can this be changed in the XML files, and are there other system names I should be aware of? Cheers! Marius

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Re: [otrs] AddNote notification
by Katta, Lokesh Katta Subramanyam 15 May '09

15 May '09

Notification for AddNote is sent only to the agents and not customer users. Customer users can only view the notes through the customer web frontend, only when the notes are external. Thanks, Lokesh K S

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Can we have seperate SLA(response time, update time, solution time) for each priority?
by Katta, Lokesh Katta Subramanyam 15 May '09

15 May '09

Hi, Is it possible to set SLA's based on priority? As I can see from the documentations we can set it at the Queue level like first response time, update time and solution time. But in our scenario, like for a particular category/queue the SLA will be different based on priority. For eg. For Desktop Movement, if priority is critical then solution time is 1 day and if the priority is normal solution time is 1 week. Is this possible? Thanks in advance Lokesh K S

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show ownered tickets to all agents
by Amanpreet Singh 15 May '09

15 May '09

hi, i am new to otrs, using otrs 2.2.7 on debian. problem is when a owner is assigned to a ticket, the ticket become visible only to that owner agent, but my requirement is the ticket should be visible to all the agents. how should i meet this requirement. plz help, thanks -- regards: Amanpreet Singh

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otrs.NagiosChecker - Count Tickets created between 00:00 and 06:00?
by Mies, Christian 15 May '09

15 May '09

Hi List, I'm searching for a Method to monitor the Tickets created every day between midnight and 6 a.m. Unfortunatly I don't see a solution in Search Engine, so that I cannot do it with NagiosChecker. Am I right? Using OTRS 2.3.3 and Systemmonitoring - Modul 2.0.2 Any Ideas are welcome ;-) Regards Christian Mit freundlichen Gruessen Christian Mies Consultant Systemmanagement Tel: +49 (661) 103-874 (-333) Fax: +49 (661) 103-17874 (-334) mailto:Christian.Mies@it-novum.com it-novum GmbH . Edelzeller Strasse 44 . 36043 Fulda . http://www.it-novum.com Handelsregister Amtsgericht Fulda, HRB 1934 . Geschaftsfuhrer: Michael Kienle . Sitz der Gesellschaft: Fulda Der Inhalt dieser E-Mail ist vertraulich. Wenn Sie nicht der eigentliche Empfaenger sein sollten, informieren Sie bitte sofort den Absender oder vernichten umgehend diese Mail. Jegliche unerlaubte Vervielfaeltigung oder Weiterleitung dieser Mail ist strengstens verboten. This e-mail may contain confidential and/or priviledged information. If you are not the intended recepient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorised copying, disclosure or distribution of material in this e-mail is strictly forbidden.

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Adding the Customer Location field to the main QueueView
by patrick.dillon＠aleris.com 15 May '09

15 May '09

Hello all, Is there a way to add the Customer Location to the primary queue view, preferably in the right frame directly under the CustomerID field? This would help the technicians that monitor a generic queue to more quickly determine who should assume responsibility for a ticket. Thanks very much for any help, Patrick Dillon Manager, IT Shared Services Aleris International Inc.

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Merging tickets from other ticketing systems
by brainstorm 14 May '09

14 May '09

Hi ppl, I'm sure that this is answered somewhere in the ML archives, but I wasn't able to find it though :-/ The issue is simple, but before jumping on writing a custom OTRS plugin I want to be sure that the functionality isn't already on mainline OTRS. We cooperate with other organizations but they use RT or others. My (simple) intention is to merge incoming tickets by the foreign ID present in the subject, such as: #193754 I've tried with Generic agent, but I cannot figure out how can it match a variable pattern. Any suggestions or already done scripts/plugins for this ? Thanks in advance ! Roman

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AddNote notification
by Maurício Ramos 14 May '09

14 May '09

Hello list, does anybody know when this notification is triggered and if it is restricted to some kind of note (internal/external). Could not find anywhere on the system a explicit configuration for it to say we would like to be informed/notified on these events (Note adding). Thanks for the support. [cid:image001.gif@01C9D488.9C438040]<http://www.wedotechnologies.com/> Mauricio de Andrade Ramos - Consultant I Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108014 Cel. + 55 48 99814274 mauricio.ramos(a)wedotechnologies.com www.wedotechnologies.com<http://www.wedotechnologies.com>

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Merge multiple tickets
by brainstorm 14 May '09

14 May '09

Hi otrs ppl, Anyone knows a way to merge several (>2 tickets) using the current API (OTRS 2.3) ? I think that on the next releases of OTRS, a nice enhancement would be passing MergeTicketID as an array, like this: $CommonObject{TicketObject}->TicketMerge( MainTicketID => 3404, MergeTicketID => qw(3405 3406), UserID => 3, ); That shouldn't break backwards compatibility and I think it's a good feature. The reason I've asked on this ML first before opening a bug is that I want to ask if there's another function/way of doing that I could be ignoring on the current API. If there's no such method, I will take pairs of tickets and I'll merge all of them after several calls to TicketMerge(). Regards, Roman

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