October 2010 - otrs - OTRS mailing lists

Send "default reply (after new ticket has been created)" only during off hours
by Hugh Kelley 20 Oct '10

20 Oct '10

Is there any way to configure the "default reply (after new ticket has been created)" notification so that it only fires outside of business hours? During regular hours I expect agents to respond directly so this notification would be unnecessary. Hugh

1 0

working time stats
by Yone Caride Garcia 20 Oct '10

20 Oct '10

hi. i want to make a stat which tells me how much working time has passed between the creation of a ticket and the solution. Making a ticketlist stat i used create and close time to restrict the results and i tryed with the SolutionTimeWorkingTime at x axis but when i start the stat it return me 0 value. however i also used the accounted time but it works, so i dont know what i'm doing wrong. Ponencia en Congreso Internacional del Transporte. This electronic message contains information which may be privileged or confidential. The information is intended to be for the use of the individual(s) or entity named above.

1 0

Question about stat
by Eloy Coto Pereiro 20 Oct '10

20 Oct '10

Hi all, These days I'm installing OTRS 3.0 beta 5. The most important for my company are the stats, I read the 19 chapter but I don't obtain the good results. The problem is the stat don't show the SolutionTime, FirtsreponseTime, EscalationTime.. I can put this variables and I think that it's ok: - In Core::Time put working time with my data. - In Core::Calendar1 put time correctly. - In the Queue assign the calendar1 - The stat have this parameters: - Dinamic-object: TicketList - Permissions to all - Resultformat : CSV - All atributes to print - Restrictions to Queue with calendar1 - All time to search. - The otrs.Checkmodules is all ok. - The system run in Debian Lenny, with Mysql. The result is ok, have data for tickets but don't have the SolutionTime, FirstresposeTime, Escalation Time... Any Ideas? Other question it's that OTRS::ITSM is valid to OTRS 3.0. King Regards

1 1

OTRS community survey
by Christopher T. Kuhn 20 Oct '10

20 Oct '10

Dear community member, As we are continuously looking for ways how to improve OTRS I would like to inform you that we lately started using otrsteam.ideascale.com where we collect ideas & features. Besides that we started a OTRS community survey to get a better idea in what markets and use cases OTRS is in use. I'd like to encourage you to participate in the OTRS community survey http://www.surveymonkey.com/s/QCSWFXG. Thank you very much for contributing to OTRS! ((enjoy)) -- Christopher T. Kuhn

1 0

Re: [otrs] otrs Digest, Vol 25, Issue 18
by Ruzwan Abdul 20 Oct '10

20 Oct '10

Hi Team, Can any one help me in finding why i am getting SQL error in system log. OTRS verion - 2.4.6 Linux Suse. I dont know what configuration change made me getting this error. and from that time my Autoresponse email is not going untill i manual run the postmaster script. You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND tw.user_id IN (1) AND st.until_time <= 1286735389 LIMIT 10000' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND tw.user_id IN (1) AND st.until_time <= 1286735389 LIMIT 10000' Thanks -- Regards, Ruzwan On Sun, Oct 10, 2010 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: OTRS 2.4.8. the signature is no more shown on > email-tickets (Gerald Young) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 9 Oct 2010 16:57:01 -0400 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] OTRS 2.4.8. the signature is no more shown on > email-tickets > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <AANLkTikJMHh71FhTQuFn4CVf7iA+JiY+c_+sxA0Y9x2o(a)mail.gmail.com<AANLkTikJMHh71FhTQuFn4CVf7iA%2BJiY%2Bc_%2BsxA0Y9x2o(a)mail.gmail.com> > > > Content-Type: text/plain; charset="iso-8859-1" > > One who creates his own theme -- > http://doc.otrs.org/2.4/en/html/c2079.html -- > may avoid this issue in the future. > > On Fri, Oct 8, 2010 at 4:53 AM, Martignier, Philippe < > Philippe.Martignier(a)wipo.int> wrote: > > > I found the reason why ... > > > > I use themes and for these themes the signature is not appearing on > screen > > > > If I take the standard theme it is ok and now it appears in html > > > > Could be a great idea to have a file saying which files are modified in a > > release ... (maybe it is the case and I don't know as the upgrade is not > > made by me but the IT people) > > > > Thanks > > > > Philippe Martignier > > Communications Division > > Customer Service Section > > Email : Philippe.Martignier(a)wipo.int > > Phone : 00 41 022 338 72 36 > > Building : GB II > > Office : 0,3 > > > > > > >

1 2

Comparing OTRS with other ticket system
by Darshak 20 Oct '10

20 Oct '10

Dear All, I have to propose a ticket system to my company. I have gone thru different ticket systems. Can you tell me what are unique features in OTRS over other systems like RT,OSTicket,KAYAKO etc. Any benchmark by OTRS? Can it handle daily 10000 tickets and 1000 agents on single box [ good quality hardware]? -- Best Regards, Darshak Modi +91 9909008245 darshakamodi(a)gmail.com

5 10

FreeText in CustomerTicketZoom
by jose francisco luis medina 19 Oct '10

19 Oct '10

I have OTRS 2.4.7 with Debian Lenny and mysql, it works perfectly, recently generated a need in the company where I work, which can be solved if they could be viewed and edited the "dropdowns" of the FreeText in CustomerTicketZoom. I have reviewed the SysConfig but does not seem a natural choice of OTRS, does anyone know how?

4 7

JSON interface (json.pl) missing
by Andy Wodfer 19 Oct '10

19 Oct '10

Hi all, Last week I got myself an iPhone 4 and was looking forward to start using the OTRS iPhone APP. However, I discovered that my OTRS 2.4.7 installation didn't have the required login file json.pl installed. Does anyone know why? I installed it from the FreeBSD ports system. Can I download and install it later? Thanks! Andy

2 2

Re: [otrs] Use LDAP backends which have dns round robin?
by Daniel Maher 19 Oct '10

19 Oct '10

On 10/19/2010 09:40 AM, LEBLANC Bastien (EXT CAP GEMINI) wrote: > Hi all, > > we have here ldap servers setup with a dns round robin. > > BUT, on otrs, we get an error, and OTRS doesn't retry on other IP: > Can't connect to ourldapservers.example.com : IO::Socket::INET: connect: Connexion refusée at Kernel/System/CustomerUser/LDAP.pm line 132. > > > > Is it possible to have a different behavior (configuration issue?) ? > > Should I fill a bug ? > > (we are currently using otrs.2.4, can't try otrs 3 for the moment) (Salut!) This may help : http://lists.otrs.org/pipermail/otrs/2009-January/025337.html -- Daniel Maher <dma AT witbe DOT net> "The Internet is completely over." -- Prince

2 1

Re: [otrs] otrs Digest, Vol 25, Issue 46
by Steve Durbin 19 Oct '10

19 Oct '10

Darshark, We average 300 tickets/day with a big peak between 08:00 and 09:00, about half of tickets being logged then. No performance problems. Box is a 2CPU Intel Xeon L5420 @ 2.50GHz, 8Gb RAM, 73Gb RAID1 disc. We have switched on most of the large volume options as documented in the manual. Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

1 0