December 2010 - otrs - OTRS mailing lists

Any good flow documentation?
by Clayton Doty 17 Dec '10

17 Dec '10

I am looking for something that describes a basic flow. i.e. ticket comes in from mail account -> then agent accepts ticket and assigns -> assigned agent ____ with ticket blah blah blah :) I hope this makes sense. I have read over the admin manual a bunch and i am still just having a hard time figuring out the process. IN all intentions i am hoping to us the ITSM modules as well so ticket -> ________ -> work order would really be helpful. Thank you, Clay

1 0

Re: [otrs] LDAP and Address Book, customers are displayed with username, full name, email address and username again (Michiel Beijen)
by Erik van Ast 17 Dec '10

17 Dec '10

Hi Michiel, That worked great, thank you. One more question. How can I put the agents' addresses in there as well? Sometimes I want to forward an email to one of my colleagues who are agents in this OTRS system, but at the moment I only see customers... Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast Message: 2 Date: Fri, 17 Dec 2010 12:36:36 +0100 From: Michiel Beijen <michiel.beijen(a)otrs.com> Subject: Re: [otrs] LDAP and Address Book, customers are displayed with username, full name, email address and username again To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTinQYtRfGgO_Sv7h-JxPioKs-2Q87PZybadLzvnh(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi Erik, you can modify this by changing CustomerUserListFields in your datasource definition. HTH, Michiel

2 1

New Persian translation of itsm change management module and time accounting module
by masood ramezani 17 Dec '10

17 Dec '10

Hi I create persian translation files of itsm change management module and time accounting module. please add these translations to OTRS. best regards masoud ramezani <http://iranitil.wordpress.com>

1 1

Solution Time of Tickets
by Magic Boiz 17 Dec '10

17 Dec '10

Hi everyone!! I have a simple question: how can a modify the "Solution Time" of a Ticket. It's always set to 72h!!. When I create an email/phone ticket, the "Due Time" is set to 72h+current date. If a ticket is created automatically after a customer email, the Ticket also has a Solution Time of 72+current date...... Also, the SLAs don't affect to Solution Time...... so, how can I manage the Solution Time??? Thx in advance and have a nice weekend!

2 4

Problem with X-OTRS headers in OTRS 2.4.9
by Vesa Jylhä 17 Dec '10

17 Dec '10

Hi, I have a web form which users use to send mail to helpdesk. Form inserts extra information (for example: X-OTRS-TicketValue1: info1 X-OTRS-Priority: 4 high) but for some reason I cannot use this information for categorizing messages. PHP code that sends mail: mail( helpdesk(a)abc.de<mailto:helpdesk@abc.de>, //recipient "Subject", //subject $message, //message "From: $email\r\nReply-To:$email\r\nX-OTRS-TicketValue1:$extrainfo\r\nX-OTRS-Priority: $priority", //Headers "-fsender(a)abc.de<mailto:-fsender@abc.de>." ); //sendmail parameters OTRS receives mail correctly, if I send that mail to my normal mailbox I can see those X-OTRS headers in mail header information. In OTRS I have defined PostMaster Mail Account that uses POP, marked it trusted. I have defined PostMaster Filter: Filter Name: Prioríty Stop after match: No Settings: Header1: X-OTRS-Priority Value: 4 high Set: Header1: X-OTRS-Priority Value: 4 high and second filter: Filter Name: ExtraInfo Stop after match: No Settings: Header1: X-OTRS-TicketValue1 Value: info1 Set: Header1: X-OTRS-TicketValue1 Value: info1 For some reason filtering doesn't work. If I try use for example mail address for filtering it works fine. How could I increase log level so I could see whats happening and why. Or can someone try to help what could be the problem. Thanks for your help. -Vesa

1 1

Cannot edit reponses, users, groups after upgrade to 3.0.2
by Jefferson Davis 16 Dec '10

16 Dec '10

I've re-run the permissions script to no avail... And really odd that I can create new items but cannot edit them. Any ideas where I should direct my efforts? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) 661.392.0681 (fax) http://district.standard.k12.ca.us

2 7

hardware inventory
by DM_Julio Angulo 16 Dec '10

16 Dec '10

hello team, I want to upload inventory information of the hardware, the list downloaded from ITAM, as a generic file, but I know that mysql table otrs I raise. Thanks in advance. Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

OTRS - ITSM
by Yuan Yudistira 16 Dec '10

16 Dec '10

I install otrs 3.0.3, how to install ITSM modules for my otrs? YY ------------

3 2

OTRS and ITSM versions
by Sudhir Garg 16 Dec '10

16 Dec '10

Dear All, Can somebody please give us a pointer regarding the evaluation of OTRS? We are planning to evaluate OTRS with the ITSM modules. I heard that OTRS version 3.0 is not yet compatible with ITSM or vice-versa. Is it correct? If this is correct, should we evaluate the older version of OTRS which is 2.4 and much stable. Which ITSM version we should evaluate with OTRS 2.4? We are looking for ITIL processes along with basic OTRS functionality, so appreciate if somebody show me a direction please. Regards Sudhir

2 1

Connect To Domain Controller?
by Yuan Yudistira 16 Dec '10

16 Dec '10

Is it possible to connect OTRS to DC? so I don't have to add user/customer manually ........ I can see that it can use LDAP, Anyone have implement and document how to connect OTRS to DC? Thank you very much Yuan ------------

3 3