February 2010 - otrs - OTRS mailing lists

Re: [otrs] otrs Digest, Vol 17, Issue 127
by Richard Cross 24 Feb '10

24 Feb '10

On 22 Feb 2010, at 14:55, otrs-request(a)otrs.org wrote: > Richard Cross wrote : >> Thanks, but that post seems to describe the solution I mentioned >> above, which is not what I'm looking for. >> I found that the easiest way around this problem is to use the FAQ >> facility and create new FAQ entries with the content I need to send >> in the "Symptom" field. Then, when creating a New Email Ticket, I >> can then select the appropriate FAQ and it gets pasted into the email >> body. > > Hello Richard, > > the FAQ way is a clever workaround. The quicktickets work similiar, you can define buttons per screen and on button click they set predefined values for the HTML controls of the screen. In this way you can insert a predefined text in a text form. Just give them a try, IMHO this would be easier to use than the FAQ way. I would give them a try, but I see nothing in the OTRS documentation about this feature, that mail posting mentioned previously is over 2 years old and the target files I'm supposed to edit do not contain the commented out code that is referred to. If this every becomes a properly implemented and supported feature (ideally one that can be configured through the UI rather than hacking perl files), I'd be happy to use it. In the meantime, using the FAQ works just fine and I can guarantee that my live OTRS remains in a supportable (and upgradable) state. Richard Cross.

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importing customer users from a csv file
by Alessandro Cortiana 24 Feb '10

24 Feb '10

I have a CentOS with OTRS installed. I need to import a lot of customer users into the otrs database. These users are stored in a csv file. Is there any way to do this automatically (via script or via the GUI)? If not, what do you suggest? Thanks, Alessandro Cortiana

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Stats
by Guy Baxter 24 Feb '10

24 Feb '10

Hi, I have OTRS 2.4.7 installed on an intel mac mini for testing. I have muddled my way through the setup of emails, users and queues quite well, but have become stuck at stats. I want to create some stats, firstly to display tickets opened in a week: Information about the Stat Stat#: 10012 Title: Tech Support - Tickets per Week Object: TicketAccumulation Description: Stats to show tickets for a week Format: graph-lines-points Graphsize: 800x600 Sum rows: No Sum columns: Yes Cache: No Valid: valid X-axis Create Time: The last 7 day(s) Scale: 1 day(s) Value Series Queue: Technical Support Restrictions No element selected. I however get: Error: To much data, can't use it with graph ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Wed Feb 24 10:19:00 2010 Message: GenerateGraph: Need GD! Traceback (3669): Module: Kernel::System::Stats::GenerateGraph (v1.80.2.1) Line: 1650 Module: Kernel::Modules::AgentStats::Run (v1.74.2.2) Line: 2179 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 Could anyone help please? This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

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RV: Stats by Groups - No Notification Message
by Alan Cowes 24 Feb '10

24 Feb '10

Hello Everybody, I have installed OTRS 2.2.7-2lenny3, and I´m trying to make a stats by groups instead of queues. For example, I want the graph to show me how many tickets (doesn´t matter which type of queue they are in) each department has, we are a helpdesk team and we need to show monthly results of tickets that were given to each department. Is that possible? Also, I want to disable the notification for the customers that reads as follows: System <http://10.100.14.30/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=43& ArticleID=188#188> (email-notification-ext) OTRS System <otr[..]: New State "-Pending[..] - 17.02.2010 18:01:18 *************************************************************** *** THIS IS JUST A NOTICE *** The owner of your ticket "2010021710000052" has been changed to "JOE Heldesk. http://mycompany.com/otrs/customer.pl?Action=CustomerZoom <http://mycompany.com/otrs/customer.pl?Action=CustomerZoom&TicketID=43> &TicketID=43 Your OTRS Notification Master *** THIS IS JUST A NOTICE *** ******************************************************************** Because this will confuse the customers inside our company, I want them to only read the new replies we send them. Thanks a lot in advance! Alan LOPD: INFORMACION SOBRE PROTECCION Y TRATAMIENTO DE DATOS PERSONALES: De acuerdo con la Ley de Servicios de la Sociedad de la Informacion y Comercio Electrónico aprobada por el parlamento español y de la vigente Ley Orgánica 15 13/12/1999 de Protección de Datos española, le comunicamos que su dirección de Correo electrónico forma parte de nuestra base de datos, teniendo usted derecho de oposición, acceso, rectificación y cancelación de sus datos. Si desea acceder, rectificar, cancelar u oponerse al tratamiento de sus datos, contacte con nosotros en DATATRONICS, S.A. Avda. Cardenal Herrera Oria,383 - 28034 Madrid, o bien envíenos un e-mail a lopd(a)datatronics.es junto con su nombre y apellidos, indicando en el campo asunto el texto: "Borrar Datos Personales". Si desea seguir recibiendo información, su dirección de correo electrónico seguirá en nuestra base de datos, entendiéndose que acepta los términos y condiciones, expresados en este Aviso Legal. Agradeciendo su colaboración para poder seguir ofreciéndole nuestros servicios y reiterando nuestro firme compromiso de uso responsable de sus datos, aprovechamos la ocasión para saludarle muy cordialmente. AVISO DE CONFIDENCIALIDAD: Este mensaje y los archivos adjuntos son confidenciales. Los mismos contienen informaciÿn reservada y que no puede ser difundida. Si usted ha recibido este correo por error, por favor avÿsenos inmediatamente por e-mail o por telÿfono (+34 91 376 92 90) y tenga la amabilidad de eliminarlo de su sistema. CONFIDENTIALE NOTICE: This message and its attached files are confidential. They contain information that is privileged and legally exempt from disclosure. If you have received this e-mail by mistake, please let us know immediately by e-mail and by phone (+34 91 376 92 90 ) and delete it from your system.

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Help Inserting a Ticket State Type
by David Zauss 24 Feb '10

24 Feb '10

I am attempting to add a Ticket State Type but keep getting the error "ERROR 1364 (HY000): Field 'create_time" doesn't have a default value". I'm following the directions in the admin book: linux:~# mysql -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 23 to server version: 5.0.16-Debian_1-log Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> use otrs; Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changed mysql> insert into ticket_state_type (name,comments) values ('own','Own state type'); Query OK, 1 row affected (0.00 sec) mysql> quit Bye linux:~# I'm running OTRS v2.4.7 in a Windows environment. I had to install MySQL Server v5.1 before installing OTRS just to get access to the database. I'm using the MySQL Command Line Client to attempt the change. I have no Linux or SQL knowledge so any help would be greatly appreciated. If you need any additional information please let me know. David Zauss Senior Office Assistant Information Technology Main: 417.886.7542 ext 1201 Email: <mailto:david.zauss@russellcellular.com> david.zauss(a)russellcellular.com cid:image001.jpg@01CA6D1D.DA52F770 LOGO.gif Corporate Office: 5624 S State Hwy FF Battlefield, MO 65619 Office: 417.886.7542 Fax: 417.888.5011 <http://www.russellcellular.com> www.russellcellular.com

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Fwd: error
by Leonardo Certuche 23 Feb '10

23 Feb '10

Hello People, Our OTRS system just crashed :( hopefully someone will give us some help Here's the output of the error: # rcotrs restart Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. Shutting down cronjobs ... done. done Starting OTRS Checking Apache ... done. Checking MySQL ... done. Checking database connect... (Can't modify subtraction (-) in scalar assignment at /opt/otrs/Kernel/Config.pm line 330, near "'Kernel::System::CustomerAuth::LDAP';" syntax error at /opt/otrs/Kernel/Config.pm line 331, near "$Self" Compilation failed in require at /opt/otrs/bin/CheckDB.pl line 38. BEGIN failed--compilation aborted at /opt/otrs/bin/CheckDB.pl line 38.) Thanks in advance for your help, Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certuche(a)itcon-ltda.com www.itcon-ltda.com Cra 31 # 54-10 TECNOSOFT Medellín, Colombia ---------- Forwarded message ---------- From: Carlos Andres Gallego <cgallegoa(a)emtelco.com.co> Date: Tue, Feb 23, 2010 at 3:42 PM Subject: error To: leonardo.certuche(a)itcon-ltda.com seus:/opt/otrs/Kernel # rcotrs restart Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. Shutting down cronjobs ... done. done Starting OTRS Checking Apache ... done. Checking MySQL ... done. Checking database connect... (Can't modify subtraction (-) in scalar assignment at /opt/otrs/Kernel/Config.pm line 330, near "'Kernel::System::CustomerAuth::LDAP';" syntax error at /opt/otrs/Kernel/Config.pm line 331, near "$Self" Compilation failed in require at /opt/otrs/bin/CheckDB.pl line 38. BEGIN failed--compilation aborted at /opt/otrs/bin/CheckDB.pl line 38. ) ---------------------------------------------------------------------------- Error: Maybe your database isn't configured yet? ---------------------------------------------------------------------------- Try the web installer to configure your database: -->> http://seus/otrs/installer.pl <<-- ---------------------------------------------------------------------------- or configure your database with README.database (DB - Setup Example) ---------------------------------------------------------------------------- failed

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Free Fieds in Tiket History
by João Zorro 23 Feb '10

23 Feb '10

Hi All, Does anyone know if it is possible keep free fields his History? How can I do this? 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@01CAB481.BAC2CD30]

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How to hide SLA and show Criticality fields to Customer?
by Estevam Viragh 23 Feb '10

23 Feb '10

Hi list, Couple questions: 1) Anyone know how to hide the SLA field from the user when he/she opens a ticket? I have a generic agent job that sets the SLA for me based on priority but would be great to hide this field from user to avoid "expectations"... 2) What about showing the impact field to customer? I have removed the customer ability to set the priority and by having the customer setting the impact, this would result (I hope) on a priority based on the criticality<->impact<->priority matrix... I tried to do it by enabling the field freetext13 but it gives me a text field as opposed to a drop down list... Thanks so much in advance. Regards, Estevam Viragh **CONFIDENTIAL NOTICE** This e-mail and any files transmitted with it may contain PRIVILEGED or CONFIDENTIAL information and may be read or used only by the intended recipient. If you are not the intended recipient of the e-mail or any of its attachments, please be advised that you have received this e-mail in error and that any use, dissemination, distribution, forwarding, printing, or copying of this e-mail or any attached files is strictly prohibited. If you have received this e-mail in error, please immediately purge it and all attachments and notify the sender by reply e-mail.

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dynamically define layout
by João Zorro 23 Feb '10

23 Feb '10

Hi, It is possible to dynamically define the layout in use when the costumer is selected? Or when editing, zooming ect a ticket. The same way when select the costumer the services drop-down is filled with the correct services for that costumer. The scenario is, in the same installation have different clients with different requisites. If anyone can give me an example, I will appreciate. Tanks 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@01CAB474.F0FDEEA0]

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Automatically changing queues when ticket state is changed
by Jeremy Revitch 23 Feb '10

23 Feb '10

I am trying to achieve something that seems like it should be simple... But I can't for the life of me figure out exactly how to make it happen... When an agent sets a ticket in a specific queue (named "Active Tickets") to *Pending Auto-Close* I would like the ticked automatically unlocked moved to a sub-queue of that queue (named "Pending Customer Response"). Then upon receipt of a customer update to the ticket I'd like the ticket moved back to the parent queue ("Active TIckets") Has anyone got any insight in exactly how I can achieve this functionality? Thanks in advance.

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