February 2010 - otrs - OTRS mailing lists

Linux Server or Desktop edition
by Neil Grantham 17 Feb '10

17 Feb '10

Hi all Is there any advantage to installing OTRS on to a Linux Server edition, or a Linux Desktop edition? Thanks Neil

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default service/SLA
by Marco Vannini 17 Feb '10

17 Feb '10

Hi all, we are trying to use the default service for tickets but it does not seems to work... I've enabled core::ticket service and defined the default service in customers users <-> services. Is there anything else that I've to configure to st the defined service for any ticket created (from all the method allowed [customer.pl, mail and phone request]) ? Thank you. Marco Vannini

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Attachments encoding changing
by Barry McCall 17 Feb '10

17 Feb '10

A user attached an htm document to a ticket. When opening the attachment within the ticket system it is fine and legible. When otrs disseminated the email with the attachment it changed a large quantity of the document to ascii and garble. I was wondering if anyone else encountered this issue. ________________________________ Barry J McCall Network Administrator KIT Solutions, LLC 5700 Corporate Drive Suite 530 Pittsburgh, PA 15237 Desk 412.348.0495 Mobile 412.559.6311 ________________________________ Confidentiality Notice: This email message and attachments contain proprietary and confidential information intended only for KIT Solutions LLC and its addressees. If you have received this email in error, please notify KIT Solutions immediately by phone or email and destroy the original message.

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Empty Subject In ticket Updates
by Scott Carter 17 Feb '10

17 Feb '10

Hello All, I've posted a couple questions on here and have received some very good responses so thank you in advance. I've seen this question posted a couple times, but have yet to see a solution. My problem is the blank subject every time a customer updates a ticket. Is there some way to set this subject to the original subject? It is very hard to keep track of the tickets when the subject is changing all of the time. In addition, our customers updates will all be pertaining to the same subject so why should they need to re-enter this every time? Ideally, this field would be removed altogether and the subject would be set to retrieve the original subject. In this case, I need to know what file and specifically what variable to modify in order to be able to remove the subject field from the dtl file. Right now if I remove it I get errors because no subject is set. I would settle for having the text field still there but pre-populated with the original subject. This way, the customer does not have to re-enter the subject each time. Is there a variable I can reference in the dtl that has this value? If not, is it possible to call the msyql module from the dtl file (if so, how is this done)? (using otrs 2.4.5) Thanks, Scott

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Is it possible to set a 'Ticket creator' field apart from the 'ticket owner' field?
by Aron Rotteveel 17 Feb '10

17 Feb '10

Hi everyone, The subject says it all, pretty much. We currently create a lot of phone tickets and immediately assign them to an employee. The downside to this approach is that it is not possible to see which agent has actually handled the original call. Is this information stored anywhere, and how could I show this in the ticket zoom page? Best regards, Aron Rotteveel

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Notification mail, customer interface
by Otrs Customer 17 Feb '10

17 Feb '10

Hi all, I have 2 questions 1.) Is there a way how to set up a mail for each queue for example on which all the notifications - regarding the ticket updates - are sent to ? 2.) Is there a way how to display the ticket view in customer interface by the latest update time ? ie to see the most recent updated ticket on top etc... ? Thanks a lot. jb

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Blocking tickets
by Nuno Ranito 17 Feb '10

17 Feb '10

Hello I entered a newly created ticket, which imediatly blocked it. But I lost net in the meanwhile, before I could perform any action, so I couldn't follow the ticket, either anyone else. Question is: is there any way NOT to block the ticket when we enter in it? Thank you for any help -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nranito(a)neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium.

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I will be on Medical Leave starting Wed Feb 17 and returning on Mon Mar 1 (tentatively).
by Sri.Ramadurai＠hitachigst.com 17 Feb '10

17 Feb '10

I will be out of the office starting 02/17/2010 and will not return until 03/01/2010. I will be on medical leave starting Wed Feb 17 and will return on Mon Mar 1. During my absence, My Management delegate is Fayaz Syed available at 408-717-8925. Please escalate all SAP, BI and HCM Issues to him. On HCM issues, please contact Chiu Peng Fang (in AP) and Vish Ganapathy and/or Srikanth Puranam (in the US) and cc Fayaz Syed. For BI, DW and BIS, please contact Dave Owens and cc Fayaz Syed. For SAP, please contact Chiu Peng Fang and/or Fayaz Syed. On Production Support Issues, please call the Application Service Desk at 408-717-8500 and cc Chiu Peng Fang, Valerie Trang & cc Fayaz Syed. On OTRS Issues, please contact Valerie Trang or Sailor Huang. All other Issues, please contact my Manager, Charles Yeh, at 408-717-6500

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From Fiel like a dropdown
by João Zorro 17 Feb '10

17 Feb '10

Hi, Anyone know that if it is possible to change the text field "From", in a Phone Ticket, to a drop-down which data source will be the users email? Just more a question, the "From" field could be the username instead of the email? I will appreciate any help. Thanks in advance, João Zorro Managed Services ............................................................................................................. Novabase Av. D. João II, Lote 1.03.2.3 . Parque das Nações 1998-031 Lisboa - Portugal Tel. (+351) 213 836 300 . Fax (+351) 213 836 301 www.novabase.pt<http://www.novabase.pt> [cid:image001.gif@01CAAE5B.08394B70]

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Statistics of escaleted tickets by agent
by Markus Moj 17 Feb '10

17 Feb '10

Hi there, I need to make some statistics about escaleted tickets by agent. I´ve looked into the statistics of ITSM but didn´t find a way to make such a statistic. Has anybody such a feature or can give me a hint how to build such a statistics? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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