February 2010 - otrs - OTRS mailing lists

Create new ticket after the first response
by Hirantha Wijaywardena 05 Feb '10

05 Feb '10

I am very new to OTRS but running the system successfully. Sorry if this question answered but I couldn't find anything; my bad. I would like to generate/create the ticket once agent's first response to the inquiry. The reason because, our supporting levels are 2 & 3. We do not need to answer and create a ticket for every inquiry emailed by the customer to our support email address, unless it is genuine level 2 or level 3 issue. Right now every incoming mails to the support email will create a ticket. Sometimes customers are Cc: to the support email (which are not issue related) and it will generate tickets. Would it be possible to get this done? Please advice. Regards Hirantha

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Re: [otrs] Change of Ticket Number...
by Gatti Luca 05 Feb '10

05 Feb '10

Hi. We changed "runtime" the ticket numbering this way: $Self->{'Ticket::NumberGenerator'} = 'Kernel::System::Ticket::Number::AutoIncrement'; without any problem. Bye Luca -------------------------------------------------------- Luca Gatti ICT System Administrator LGatti(a)bindagroup.com tel +39 02 39245.380 fax +39 02 39245.200 Via Montefeltro, 4 - 20156 Milano - Italy bindagroup.com -------------------------------------------------------- This e-mail and any file transmitted with it may contain material that is confidential and for the sole use of the intended recipient. If you are not the intended recipient of this e-mail, please do not read this e-mail and notify us immediately by reply e-mail and then delete this message and any file attached from your system. Any other use is prohibited. Il presente messaggio di posta elettronica e ogni eventuale documento a quest'ultimo allegato potrebbe avere carattere riservato ed e ad esclusivo utilizzo del destinatario indicato in indirizzo. Qualora non foste il destinatario del presente messaggio per cortesia avvisateci immediatamente tramite posta elettronica e cancellate il presente messaggio e ogni documento ad esso allegato dal Vostro sistema. Ogni altro uso e proibito.

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Allocating Tokens/counting
by Anil Jethiji 05 Feb '10

05 Feb '10

Hi, I'm new all of this and to OTRS and I'm not very technical. If someone could help me that would be great. I am trying to count the number of times a certain person/company creates a ticket. Additionally I would like to filter emails by their subject line. Thanks. --- Anil Jethiji, Senior Data Centre Technician, IFL Email: anil.jethiji(a)internetf.co.uk T: 0845 126 1616 F: 0845 126 1617 D: 0161 850 0471 M: 0782 35 36 398 www.internetf.co.uk ~~ Business Class Data Centres ~~ IFL is a trading name of Internet Facilitators Limited. Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered in England. Company No. 3342636

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Change of Ticket Number...
by Doug Hall 05 Feb '10

05 Feb '10

Hi. At present, the ticket number is "2010020510000226" for example.. Now if I change it to something more simple like "00000321" will the OTRS system still hook and match the old open tickets with the longer number?? Thanks in advance. ________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 303 451 +44 (0)7966 343 084 dhall(a)com2com.com<mailto:dhall@com2com.com> Committed 2 Communications Ltd 2nd Floor, The Pithay. Bristol. BS1 2NB. UK General Web +44 (0)1179 303 450 http://www.com2com.com<http://www.com2com.com/> ________________________________ NTT Fundraising is a trading name of Committed 2 Communications Ltd. For more information visit www.nttfundraising.co.uk Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 2ND FLOOR THE PITHAY, ALL SAINTS STREET, BRISTOL, BS1 2NB, United Kingdom Registered In England, Registered Trading Number: 06458746

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how to convert the SLA time resolution Out put need show in percentage wise.
by ramana 05 Feb '10

05 Feb '10

HI Every one. Is there is a way to convert the SLA time resolution into percentage for example the SLA time show in a % wise, Regards, Ramana

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Re: [otrs] Next and previous item : ala Outlook
by Martignier, Philippe 04 Feb '10

04 Feb '10

James, I understand what you say. But here we can make it easy by saying it should respect what is in the queueview (so the ticket displayed in the page where they do the click or zoom ). Coming from the development (cobol, turbo pascal, access and co) I can totally understand that it is not an so easy programmation to do. Here it will say : - save the current list (and the next pages if any) with no ticket and status - go to ticket view when a click is done - display the down button only if you are on the first event in the list - display only the previous button if you are on the last event in the list - go to request ticket and display a message if the status has changed from what is in the list ... Then the annoying questions .. what to do when agents come from the dashboard ... and so on (in my opinion the next and previous should be activated only from coming from the queue view) But it can always be done ... just a matter of priority :) And I think that these kind of requests are totally "honest" in the point of view of users who are used to treat lot of emails in outlook and now lot of tickets via OTRS. IT People don't work the whole day by treating tickets (including myself :) so there are things that users asked that are really important to simplify the OTRS use ... Am I the only one to have this request from agents??? bye Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mercredi, 3. février 2010 23:48 To: otrs(a)otrs.org Subject: otrs Digest, Vol 17, Issue 20 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. Re: ITSM otrs (Bryan Michael Baldwin) 2. Shifting Customer Page (Eric Banks) 3. Re: Groups of customers (Nils Leideck - ITSM) 4. Re: Next and previous item : ala Outlook (Nils Leideck - ITSM) 5. Re: Next and previous item : ala Outlook (James Morgan) ---------------------------------------------------------------------- Message: 1 Date: Thu, 04 Feb 2010 08:13:16 +1300 From: Bryan Michael Baldwin <baldwin.bryanmichael(a)gmail.com> Subject: Re: [otrs] ITSM otrs To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <1265224396.27750.19.camel(a)localhost.localdomain> Content-Type: text/plain; charset="UTF-8" On Wed, 2010-02-03 at 14:13 +0000, rajesh kodali wrote: > Hi, > > I am new to OTRS trying ITSM module. I am looking at suggestions, how > to get all the assets mapped to OTRS and I could not understand how to > add "functionality" which is there in [ General Catalog > Management ]class. Business asset records can be created in the Config Item section (selected at the top of the OTRS screen), and item configuration classes can be added/edited from the General Catalog hyperlink under Admin. Have you also installed the ITSMConfigurationManagement module in Package Manager? Bryan ------------------------------ Message: 2 Date: Wed, 3 Feb 2010 16:35:47 -0500 From: "Eric Banks" <ebanks(a)lifeshare.cc> Subject: [otrs] Shifting Customer Page To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4AB7B1479971BB4DB8BD1BD053605C3B0309EC7D(a)ls-exchange2.lifeshare.lcbb> Content-Type: text/plain; charset="us-ascii" I'm pretty sure this is an easy fix, but I am not sure what file it is in. I want to shift the whole customer page to the right some, so there is equal amount of white space on both sides. Is this possible? If so what file do I edit? Thanks in advance

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AD Synch
by Troy Shafer 04 Feb '10

04 Feb '10

I have searched and searched but can't seem to find the answer. So i setup the Config.pm to use AD authentication.. then of course i got the Panic! No user data! error. We have over 3,000 employees. I'm not going to sit here and create an account for each of them. I do have it searching AD successfully and autheniticating against AD. I've seen examples of user synchronization on the web and everytime i try those code in the config file and restart apache i can't login to otrs with an AD account or root@localhost. Essentially i'm looking for the code that will allow authentication against AD without the user needing to be in the otrs db... or.. When authenticated against AD the user is automatically created in the OTRS DB.. or some variation that doesn't need me to create 3000 accounts by hand. -Troy

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Customer Groups
by Constantinos Giatras 04 Feb '10

04 Feb '10

I have tried to get Customer Groups working so Customers could Read a Queue from the customer interface. Can someone explain if this is how it is supposed to work? After enabling customer groups and adding a queue to that group, and then adding a user to that group I still can not see tickets from that queue inside customer interface. Could someone please let me know if this is how it should work and why it may not be working? thanks, kosta

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Increasing the comment box
by Garren McKelvey 04 Feb '10

04 Feb '10

I am looking to increase the size of the comment box when I edit customer information. I want to be able to see entire comments for each customer when I am making a ticket. Right now the comment cuts off after 22 characters. I found this in the CustomerUser.pm file set customer user preferences $CustomerUserObject->SetPreferences( Key => 'UserComment', Value => 'some comment', UserID => 'some-login', ); Unfortunately I'm not sure what to type in to make the box bigger and the characters not cut off. Am I even in the right place? -Garren McKelvey Roomlinx Network Support Engineer 2150 West 6th Avenue, Suite H Broomfield, Colorado 80020 gmckelvey(a)roomlinx.com <mailto:gmckelvey@roomlinx.com> Phone: 303-544-1111 xt. 112 Fax: 303-544-1110 http://www.roomlinx.com <http://www.roomlinx.com/> Stock Symbol: RMLX "The information contained in this message may be privileged, confidential, and protected from disclosure. If you are not the intended recipient, or an employee, or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting from your computer. Opinions, conclusions, and other information in this message that do not relate to official Roomlinx business are those of the sender and are neither given nor endorsed by Roomlinx INC.".

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installing faqs
by Michael Mitchell 04 Feb '10

04 Feb '10

Hello I'm trying to install otrs package FAQ and keep getting this error can anyone provide some knowledge Error: MySQL server has gone away, SQL: 'INSERT INTO package_repository (name, version Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech mmitchell(a)6ave.com 973-924-2900 Office

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