October 2010 - otrs - OTRS mailing lists

Refresh '7 days Stat' on dashboard
by Pradumna Maheshwari 14 Oct '10

14 Oct '10

Hello I want that '7 Day Stats' graph on dashboard should be get refresh in 5 mins, where should make the changes? I have made changes in Frontend::Agent::Dashboard::DashboardBackend###0250-TicketStats making CacheTTL = 5, but not working. Thanks.. Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Change Accounted Time on Existing Article
by Hugh Kelley 13 Oct '10

13 Oct '10

Agents will sometimes put in an incorrect amount of time in a ticket article (45 hours instead of 45 minutes). Is there a way to update this time (via the UI) after it has been inserted in the database? Hugh

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Re: [otrs] otrs Digest, Vol 25, Issue 21
by Ruzwan Abdul 13 Oct '10

13 Oct '10

Yes i have deleted the unused tickets directly from SQL. Is this is a problem, please help me in fixing up the problem. Thanks, Ruzwan On Tue, Oct 12, 2010 at 4:02 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. stadistic problem (values in zero) (DM_Julio Angulo) > 2. errror in CGI 10 OTRS SYSTEM LOG (Ruzwan Abdul) > 3. Re: errror in CGI 10 OTRS SYSTEM LOG (Leonardo Certuche) > 4. Help in Escalation properties of a queue (Silver springs) > 5. Re: errror in CGI 10 OTRS SYSTEM LOG (Nils Leideck - ITSM) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 11 Oct 2010 09:54:02 -0500 > From: "DM_Julio Angulo" <dm_jangulo(a)equifax.com.pe> > Subject: [otrs] stadistic problem (values in zero) > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > > <0160518E5338C846B9E673C6A70D47050139162B(a)serv-zorexch3.infocorp.local> > > Content-Type: text/plain; charset="us-ascii" > > Hi, i have problems with the statistics (10042, 10043, 10044, 10045, > 10046, 10047 and 10048) that do not show me time value only values zero, > there is a way to correct this, if someone had the same problem, thanks. > > > > Julio Cesar Angulo Quiroz > > Telf.: 997066155 > > > >

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Re: [otrs] Error on running PendingJob.pl
by Pradumna Maheshwari 13 Oct '10

13 Oct '10

Thanks Nils, >Hi, >your system is misconfigured. >1. your LDAP connection does not work But I am getting notifications for the new tickets. On running GenericAgent.pl, I am getting below error, but then after running it, I get notifications also. C:\inetpub\wwwroot\OTRS\bin>perl GenericAgent.pl ERROR: OTRS-GenericAgent-10 Perl: 5.10.1 OS: MSWin32 Time: Wed Oct 13 10:48:32 2 010 Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSe curityContext error, data 52e, vece Traceback (2664): Module: Kernel::System::CustomerUser::LDAP::new (v1.53) Line: 151 Module: Kernel::System::CustomerUser::new (v1.55) Line: 105 Module: Kernel::System::Ticket::new (v1.416.2.5) Line: 136 Module: GenericAgent.pl (v1.59) Line: 88 Job: 'move Escalated tickets from 1st Level::404 Service Desk Claye_test to 2nd: :WFR' Job: 'move Escalated tickets from 1st Level::404 Service Desk Hannover to 2nd::W DE' Job: 'send escalation notifications' - Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2010041410000054/1081). - Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2010012610000037/178). > 2. status ?pending? is a statustype ?pending reminder?, but in your system it is of statustype ?pending auto? Where you saw its ?pending auto? ?? What to do ? Also just for the information, want to inform you that my system is installed in Windows. And we have disabled SLA and escalation feature. Thanks again..... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ From: Pradumna Maheshwari/TVM/TCS To: otrs(a)otrs.org, otrs-bounces(a)otrs.org Date: 10/13/2010 12:08 PM Subject: Error on running PendingJob.pl Hello, My Agents are not getting pending tickets notification ? When Agent raises a ticket, in the field 'Next ticket state: ' only three states are coming i.e. 'Open', 'Closed' and 'Pending' . While running PendingJobs.pl, I am getting following error - C:\inetpub\wwwroot\OTRS\bin>perl PendingJobs.pl ERROR: OTRS-PendingJobs-10 Perl: 5.10.1 OS: MSWin32 Time: Wed Oct 13 08:36:55 20 10 Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSe curityContext error, data 52e, vece Traceback (3420): Module: Kernel::System::CustomerUser::LDAP::new (v1.53) Line: 151 Module: Kernel::System::CustomerUser::new (v1.55) Line: 105 Module: Kernel::System::Ticket::new (v1.416.2.5) Line: 136 Module: PendingJobs.pl (v1.43) Line: 58 PendingJobs.pl <Revision 1.43> - check pending tickets Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! Kindly tell me solution for the same. Thanks a lot in advance. Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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possible error with the installer of ITSMServiceLevelManagement -2.1.1.opm
by DM_Julio Angulo 13 Oct '10

13 Oct '10

Hi, when having problems related with the statistical reports, I decided to make an installation in clean and when installing the modulate ITSMServiceLevelManagement -2.1.1.opm, I have errors that I detail but below, as or to who I inform of these errors to solve the problem? Thanks for the help. SYSTEM LOGS ERROR [Tue Oct 12 09:24:41 2010][Notice][Kernel::System::Package::RepositoryGet] No such package ITSMServiceLevelManagement-2.1.1! [Tue Oct 12 09:24:51 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMConfigItem doesn't exists! [Tue Oct 12 09:24:51 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMConfigItem doesn't exists! [Tue Oct 12 09:24:51 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMConfigItem doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMConfigItem doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagement doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagement doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementHistory doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementHistory doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementChangesIncidents doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementRfcRequester doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementChangesPerCIClasses doesn't exists!

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Signature bug for email tickets when several signatures in
by Martignier, Philippe 13 Oct '10

13 Oct '10

Hi there, I have to say that bug occurs only when using Internet Explorer (version 7) With both Chrome and Firefox it works ... according to IT People here it is because of how ajax is handled by Explorer. You should do the refresh in a different way for Explorer than others browsers Hope it helps Yes the bug is already logged. Philippe -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mardi, 12. octobre 2010 23:05 To: otrs(a)otrs.org Subject: otrs Digest, Vol 25, Issue 24 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. Signature bug for email tickets when several signatures in the system (Martignier, Philippe) 2. possible error with the installer of ITSMServiceLevelManagement -2.1.1.opm (DM_Julio Angulo) 3. Move queues without being ticket owner? (Hugh Kelley) ---------------------------------------------------------------------- Message: 1 Date: Tue, 12 Oct 2010 15:35:03 +0200 From: "Martignier, Philippe" <Philippe.Martignier(a)wipo.int> Subject: [otrs] Signature bug for email tickets when several signatures in the system To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13096B11A779(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, I remark that point, if otrs has several signature, when doing a email ticket the first queue signature is automatically pasted. When we selected the from queue, the system does not refresh the signature. At the end the correct signature is send but it is not the one that was shown on the screen Anyone else remark this? Thanks Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Error on running PendingJob.pl
by Pradumna Maheshwari 13 Oct '10

13 Oct '10

Hello, My Agents are not getting pending tickets notification ? When Agent raises a ticket, in the field 'Next ticket state: ' only three states are coming i.e. 'Open', 'Closed' and 'Pending' . While running PendingJobs.pl, I am getting following error - C:\inetpub\wwwroot\OTRS\bin>perl PendingJobs.pl ERROR: OTRS-PendingJobs-10 Perl: 5.10.1 OS: MSWin32 Time: Wed Oct 13 08:36:55 20 10 Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSe curityContext error, data 52e, vece Traceback (3420): Module: Kernel::System::CustomerUser::LDAP::new (v1.53) Line: 151 Module: Kernel::System::CustomerUser::new (v1.55) Line: 105 Module: Kernel::System::Ticket::new (v1.416.2.5) Line: 136 Module: PendingJobs.pl (v1.43) Line: 58 PendingJobs.pl <Revision 1.43> - check pending tickets Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! Kindly tell me solution for the same. Thanks a lot in advance. Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Ticket closed with first customer contact
by Pradumna Maheshwari 13 Oct '10

13 Oct '10

Hello, Can you please tell me, what do we mean by closing ticket with first customer contact ? How it is related to Articles of the ticket ? Is it possible to generate its report in 'Stats' ? How ? Thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Dynamic Objects of Stats
by Pradumna Maheshwari 13 Oct '10

13 Oct '10

Hello, What is function of Dynamic Objects 'ITSMTicketFirstLevelSolutionRate' ? What tickets are considered as First level Solved ? thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Signature bug for email tickets when several signatures in the system
by Martignier, Philippe 12 Oct '10

12 Oct '10

Hi there, I remark that point, if otrs has several signature, when doing a email ticket the first queue signature is automatically pasted. When we selected the from queue, the system does not refresh the signature. At the end the correct signature is send but it is not the one that was shown on the screen Anyone else remark this? Thanks Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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