February 2010 - otrs - OTRS mailing lists

How to add extra info on Agent Dashboard
by Marretta, Rosanna 17 Feb '10

17 Feb '10

Hi, Can somebody please tell me which file I need to edit to add the name of the customer to the Agent Dashboard. I would like to see at a glance who the calls are from. Thanks, Rosanna

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reporting on SLA targets?
by Calvin Schmidt 17 Feb '10

17 Feb '10

I'd like to build some reporting around my SLA targets to see how many tickets are being escalated, which SLA target they are exceeding, etc. I'm having a hard time understanding where in the database it keeps information about whether an ticket was escalated and which target caused the escalation. Can anyone explain? or point me to some dev docs on how exactly the SLA portions are working? Thanks, Calvin

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Re: [otrs] unix dgram connect: No such file or directory at ../..//Kernel/System/Log/SysLog.pm line 65
by Nils Leideck - ITSM 16 Feb '10

16 Feb '10

Hi, On 15.02.2010, at 17:00, Graeme Brough wrote: > $Self->{ScriptAlias} = 'otrs/bin/cgi-bin/'; this is just the script alias that you put into your browser, not the real path where your scripts are located. A usual setup in an other directory than /opt/otrs should ahve these config in Config.pm $Self->{Home} = '/home/www/domain.name/otrs'; And some changes in the Apache2 OTRS configuration in /etc/apache2/conf.d/otrs.conf or wherever this is stored on your machine. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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Website integration - have you been down this road?
by Neil Grantham 16 Feb '10

16 Feb '10

Hi all OK I have been testing OTRS for the first time over this weekend, and learnt some lessons. My tests were purely local, using a new gmail account as the ticket handling email, so as such the Customer page wasn't accessible as such. However, if we are to implement this, here is our scenario, that I am wondering has been encountered by someone who can give guidance. Our company has a Windows SBS 2003 Server, which we can install OTRS on without a problem. Our Server domain is abc.co.uk (using generic names to protect it!), but we've changed company name and are now xyz.co.uk. Exchange handle this just fine, and pulls in our emails from the xyz.co.uk domain that is hosted externally for us by 1 ISP (1), whilst our ADSL is a separate ISP (2) So, currently to get to our Outlook Web Access (OWA), we have to type http://nn.nn.nn.nn/exchange (where nn.nn.nn.nn is our external fixed IP address) I think we need to approach our ISP (2 - ADSL host) to point a DNS entry to this. For OTRS we would like to use a URL like xyz.co.uk/support Do we also need to get a DNS entry pointed to that to make this visible to our customers? We don't really want them to be typing in numbers. Is there anything else to consider? I hope this makes sense, and look forward to your ideas. Regards Neil

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Including free text fields in dashboard view?
by Jefferson Davis 16 Feb '10

16 Feb '10

We would like to include selected free text fields in the dashboard view. Too many users are putting in highly detailed subjects like "Computer Help" *sigh*... Can someone point me in the right direction as to where this could be configured? Is it even possible? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Re: [otrs] quick-search vs normal search = different results
by Martignier, Philippe 16 Feb '10

16 Feb '10

Hi ! I tried to do a quick search with part or full ticket number ... Sometimes it works, sometimes not ... very strange ... Is that the point? Fulltext search = no numbers? I don't know what to answer to my agents ... Have a nice day Philippe 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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I have a problem with UTC Time Zone,
by ramana 16 Feb '10

16 Feb '10

Hi Every One, I have a problem with Time Zone, When i am selecting the UTC Time Zone, My SLA is not working properly, not applying the Calender. SLA time is showing non-office hours. Kindly help me on this. Regards, Ramanacharyv

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Default preferences for LDAP backend
by Михаил Лукин 16 Feb '10

16 Feb '10

Hi, community! I'm looking for a way to define default preferences for newly created agents. I'm using LDAP backend for auth and sync. Thanks. -- regards, Mihail

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quick-search vs normal search = different results
by Martignier, Philippe 16 Feb '10

16 Feb '10

Hi there, I have implemented the quick search that is really powerful, but I constat that the two searches don't give same results For example my ticket : 2010002951 Is not found with the quick-search but is found with the standard search ... Is it a bug ? Thanks Philippe 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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Couple of issues since 2.4.7 upgrade + Support assessment plugin
by David Holder 15 Feb '10

15 Feb '10

Hi everyone, I've just upgraded from 2.4.6 to 2.4.7 and have encountered a couple of issues, although this may be due to the upgraded support assessment plugin 1: My Apache DBI::config is now coming up as critical, even though it's configured in the correct config file, and was working in 2.4.6 2: I get the following errors appearing in my log : Sat Feb 13 16:55:36 2010 error OTRS-CGI-10 The checks of Kernel::System::Support::Cron returned no data! Running on the latest fedora core. Any ideas anyone? have restarted the services after the upgrade. Thanks,

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