July 2009 - otrs - OTRS mailing lists

Agent Notification for new tickets?
by Katta, Lokesh Katta Subramanyam 03 Jul '09

03 Jul '09

Hi All, I am not getting any agent notification on new ticket creation. How can I configure it? Also I would like to know if I can create new notifications for customer. Currently we have only three notifications for customer. Owner,Status,Move. Thanks Lokesh

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A few questions on otrs' capabilities.
by Mauricio Tavares 03 Jul '09

03 Jul '09

I want to install a trouble ticket manager program here but have a few questions I would appreciate some feedback: o Is there a way for the customer to keep track of a ticket through email? o Does otrs have to be on the same machine as the mail server that handles its messages or, say, it can check and download them like a normal user would? If so, what would happen if the link is severed? o If a help desk person wants to reply to customer, must she use the web interface to send a reply or can she user her normal mail client and her reply will (through cc: or whatever) be added to the ticket?

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Dynamic fields in the Agent New Ticket?
by Chris Zimmerman 02 Jul '09

02 Jul '09

OTRS 2.3.4 on SLES10. I would like to know if there is a way to have freetext fields be hidden/shown depending on the queue selected by the Agent. I added some fields for tickets bound for a specific queue that have no use for the other queues. Thanks! Chris Zimmerman

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OTRS Reporting
by Rabindra Pandey 02 Jul '09

02 Jul '09

Hi, I am fairly new to otrs world. I want to create a report of all tickets that have been untouched for last 3 days. Untouched is defined as a ticket which have no activity during last 3 days. Any mail sent from OTRS by system is not accounted as activity. I want create report by writing mysql script and my otrs version is 1.2.3 Any help or guidance will be greatly appreciated. Thanks

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Reg: Adding new link in Customer screen to approve tickets.
by Katta, Lokesh Katta Subramanyam 01 Jul '09

01 Jul '09

Hi All, Just like CompanyTickets in the Customer Screen, I want to develop a new screen called Approval tickets that would list all the tickets that would require an authorized approval. This links should list all the tickets that are to be approved by an authorized person(Manager). So Just like follow-up. When the manager clicks the link on the ticket, it should allow him to approve/reject a ticket. If someone has done this, please let me know how to achieve this? Any help is greatly appreciated. Thanks, Lokesh

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Reg: Approval workflows
by Katta, Lokesh Katta Subramanyam 01 Jul '09

01 Jul '09

Hi All, Has anyone of you configured approval workflows? Like we require approvals for some specific requests like software installation, new hardware etc. Is there a way we configure it in OTRS so that whenever a ticket is raised for some special request there is an approval workflow, where the ProjectManager approves the ticket and later the IT department addresses the ticket. Please help. Any kind of help is greatly appreciated. Best Regards, Lokesh K S

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Magic re-opening of tickets
by ivan anyukov 01 Jul '09

01 Jul '09

Hello, we're using OTRS 2.0.4 and have a problem with some tickets, that re-appear regularly: The history of the tickets looks like this: NewTicket New Ticket [10812736226] created (Q=Foo;P=3 normal;S=new). - root (Admin OTRS) 06/08/2009 22:25:14 CustomerUpdate Updated: CustomerID=foo(a)yahoo.jp ;CustomerUser=foo(a)yahoo.jp; - root (Admin OTRS) 06/08/2009 22:25:14 EmailCustomer Added email. x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737…> root (Admin OTRS) 06/08/2009 22:25:14 OwnerUpdate New owner is "fnord" (ID=32). - fnord (VioC) 06/09/2009 16:59:26 Lock Locked ticket. - fnord (VioC) 06/09/2009 16:59:26 Misc Reset of unlock time. - fnord (VioC) 06/09/2009 16:59:26 SendAnswer Email sent to "foo(a)yahoo.jp, ,". x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737…> fnord (VioC) 06/09/2009 16:59:37 StateUpdate Old: "new" New: "closed successful" x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737…> fnord (VioC) 06/09/2009 16:59:37 Unlock Unlocked ticket. - fnord (VioC) 06/09/2009 16:59:37 StateUpdate Old: "closed successful" New: "open" - root (Admin OTRS) 06/16/2009 12:45:18 Misc Reset of escalation time. - root (Admin OTRS) 06/16/2009 12:45:18 Move Ticket moved into Queue "Support" (6) from Queue "Bon" (13). - root (Admin OTRS) 06/16/2009 12:45:18 Move Ticket moved into Queue "Support::Spa" (14) from Queue "Support" (6). - abk (A) 06/16/2009 17:40:16 Lock Locked ticket. - fnord (VioC) 06/16/2009 17:50:03 Misc Reset of unlock time. - fnord (VioC) 06/16/2009 17:50:03 AddNote Added note (Close) x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737…> fnord (VioC) 06/16/2009 17:50:06 StateUpdate Old: "open" New: "closed successful" x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737…> fnord (VioC) 06/16/2009 17:50:06 Unlock Unlocked ticket. - fnord (VioC) 06/16/2009 17:50:06 StateUpdate Old: "closed successful" New: "open" - root (Admin OTRS) 06/17/2009 01:10:42 Misc Reset of escalation time. - root (Admin OTRS) 06/17/2009 01:10:43 Move Ticket moved into Queue "Support" (6) from Queue "Support::Spa" (14). - root (Admin OTRS) 06/17/2009 01:10:43 The interesting thing is happening at 1:10 at night: all tickets that re-appear have a reset of escalation time very probably because of some cronjob or something like that. Does anybody know how to fix that bug? Thanks in advance Ivan

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