February 2010 - otrs - OTRS mailing lists

Which OTRS download?!
by Neil Grantham 18 Feb '10

18 Feb '10

If I install Ubuntu Linux, which OTRS download do I need to get?! Thanks Neil

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[ITSM] Is there a way to customize the AgentITSMConfigItem ("Class: _ClassName_") page?
by Konstantin S. Ershov 18 Feb '10

18 Feb '10

Hi, everyone! Could anyone please help me with finding out if there is any way to customize AgentITSMConfigItem ("Class: _ClassName_") page so it is possible to add some additional fields in a table? Right now there are only four fields available: Number, Name, Deployment State & Last Change. But I'd like to display such fields as "Vendor", "Model", "Type", "Serial Number" etc. just not to be confused. For example I have a lot of identical devices like USB Flash Drives and would like to have some quick overview of these devices. Right now I can distinguish one item from another only if I add some unique information (like item serial number) in the Name field during creation of an item or if I zoom config Item. Of course there is a search where I can filter Items but I think it would be better if there is such feature like quick overview page where each Config Item can be displayed with relevant fields. E.g. (for Hardware): "Number", "Name", "Deployment State", "Vendor", "Model", "Type", "Serial Number", "SIze", etc... If there is some simple way to customize AgentITSMConfigItem to add some additional fields and you know how do that, I'll be appreciate for any information!

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Recurring tickets?
by Jason B. Loven 18 Feb '10

18 Feb '10

Is there a way to create a recurring ticket? We need to schedule a task/ticket to be created Mon-Friday at 8am. -Jason

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Can't forward tickets created by SystemMonitoring
by Lars Jørgensen 18 Feb '10

18 Feb '10

Hi, We use the SystemMonitoring extension to create tickets from our Nagios monitoring. This works just as expected. Sometimes we want to forward the ticket to a third party for further information or help, but there's no "reply" or "forward" links to click on. The queue does have replies associated with it. I have tried to move the ticket to a different queue and changing the customer of the ticket, but nothing seems to help. Am I missing a configuration item somewhere? -- Lars Jørgensen Gyldendal IT Infrastruktur tel +45 33 75 57 95 itlj(a)gyldendal.dk

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Attachments managment
by Martignier, Philippe 18 Feb '10

18 Feb '10

Hi there, Let's explain what the situation I currently face. A customer sends an email with attachments ... The ticket is created with the attachments... These attachments are confidential and we don't want them to appear on the ticket. Is there a way to hide or delete these attachments without deleting the ticket? The only solution I got now is to copy the text, paste in a new ticket, delete the initial ticket via generic agent. It is a bit heavy .... Is there an easy way to do this? Many 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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logs at location /opt/otrs/var/log
by manish ramteke 18 Feb '10

18 Feb '10

Hi, In my OTRS Config.pm file otrs log location provided is /opt/otrs/var/log/otrs.log But no logs are getting generated. There is a log file at this location but is old -rw-rw-r-- 1 otrs nogroup 5271 2010-02-05 04:40 procmail-2010-02.log No new logs are generated since last restart.If I check with utility *System log* in admin area,i can see some messages. Please suggest what could be the reasons that log file is not generated and how to resolve. Thanks in advance. Regards, Manish Ramteke

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multiple selection
by Alessandro d'Ambrosio 18 Feb '10

18 Feb '10

Hi, I've more than 2.000 customer users in my otrs and I would like to manage multiple selection (in the admin area - Custiomer Users/Groups section) by a select all check box to assign them rights on a certain group at the same time. Is it possible? I think that I have to modify perl code. Thanks a lot, Alessandro

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Stats by Groups - No Notification Message
by Alan Cowes 18 Feb '10

18 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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escalation notification
by manish ramteke 18 Feb '10

18 Feb '10

Hi, Once esacalation time value is given in a queue and generic agent (GenericAgent.pm) is set,where to configure email id to which the ticket will be escalated. Regards Manish Ramteke

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Multiple otrs instances on same server
by Jefferson Davis 17 Feb '10

17 Feb '10

I had found a howto for this... cannot locate it now. Anyone know of location? -- 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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