November 2010 - otrs - OTRS mailing lists

Additional features for packages
by Sérgio Cintra 12 Nov '10

12 Nov '10

Hi Alexander As you suggested: "There is a demo system with the common packages installed, so you could compare this to your installation to find the differences: http://www.otrs.com/en/products/itsm/online-demo/" I compared with my installation and found two more options in the navigation bar demonstration in a demo system: Responsible (0) Watched Tickets (0) What kind of impact could be if I did not install these two options? I sent this message with an attached screenshot without 2 options, but it wasnt released. Many thanks Sergio

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Companies and CustomerIDs
by GARDAIS Ionel 11 Nov '10

11 Nov '10

Hi, I think I'm missing something with company tickets and customer ids. Here is the setup : - hand-defined company from the web interface with CustomerID set to "Tech'Advantage" - Customer data pulled from AD with the following mapping : [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'company', 1, 0, 'var', '', 0 ], - AD's "company" field filled with "Tech'Advantage". I confirm that when browsing over the clients list, the "CustomerID" field contains their email addess and the "CustomerIDs" field contains "Tech'Advantage". Then, as an agent, I created two test tickets for two customers with different "CustomerID" but same "CustomersIDs". Unfortunately, when browsing the "Company tickets" through the customer interface, it still displays only current customer tickets, not the other created for it's colleague. Am I missing something ? Thanks, Ionel

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nsultation on the type of Ticketc
by DM_Julio Angulo 11 Nov '10

11 Nov '10

Hi team I have some questions about that are used ticketcs types: Problem: KnowError problem: PendingRfC RfC someone could clear my head so that they are used. thanks. Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

otrs3 and itsm not used
by Marco Vannini 11 Nov '10

11 Nov '10

Hi all, I would like to know if there is a way to know if ITSM (and its related fields, tables and so on) are effectively used. Trying to explain myself: I have an installation 2.4.9+itsm but, where it is installed, people there, have assured me that they have not used any of the itsm functions... having the like to upgrade to the version 3 on 15th (when it will be GA) I would like be sure that they are not really using anything related to itsm. So, If I can, I'll remove itsm and I'll upgrade 2.4.9 to 3 otherwise I'll have to wait ... I know that :D hoping I was clear enough. Thank you in advance. Marco Vannini

1 0

Decision in ITSM
by Straccialano, Rosanna 11 Nov '10

11 Nov '10

Hi, Can somebody please help me, can you please tell me how the 'decision' part works in ITSM? Are you able to send an email or something to say a manager asking for a decision and for it to be logged? Thank you, look forward to your replies. Rosanna

1 0

Customer User Change UI issue?
by Mike Morris 11 Nov '10

11 Nov '10

Forgive me if this is a known issue... I've only now spent a significant amount of time on the 3.0 demo site... I found the following UI issue: * In Firefox 3.6, * in the "Change Customer of Ticket" popup window * If the customer user drop-down list is long enough, it is hidden behind the Customer history table header bar You can see below the bottom entry "Michael Testing" appearing from behind the table header: Hopefully this is a simple CSS Z-Index fix? Sorry for the late input... and I should add that 3.0 looks great. Looks like updating and training will be a good 2011 New Years project for me :-)

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Searching tickets issue
by Stephen Hall 10 Nov '10

10 Nov '10

Found a strange issue, wanted to see if anyone had a solution. If i search through tickets and i get results from the search, and I have selected PRINT from the pulldown, i get a PDF produced, which is correct. If i search through tickets and get no results from the search, and I have selected PRINT, i dont get given a PDF, i get the index.pl printing option. Any ideas? Regards

2 2

Send ticket's subject in the Survey mail
by Pradumna Maheshwari 10 Nov '10

10 Nov '10

1 0

Database to choose
by Marius Vaitiekunas 10 Nov '10

10 Nov '10

Hello, We are going to use OTRS:ITSM. At the moment i am thinking which database to choose: mysql or postgresql. Any expierences about performance, stabiity? Thank you for answers. -- mv

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Freetext field for ITSM's Service
by niklas.johansson＠knowit.se 10 Nov '10

10 Nov '10

Hello, We are looking at possibilities to setup Services with OTRS and also associate one service with a fixed fee. This is a requirements from our customer and we need to find a way to do this. What I believe is the right way of doing it is to add a freetext field named something like "Fee" which you have to fill in when you create a new "Service". I have tried to figure out how to do this but can't find any good instructions. Could anyone provide me with the steps for how to do this and perhaps point to the sources where I can read about it. Thanks in advance! Best Regards, Niklas

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